Dianela Castillo
NACO,Arizona
Summary
Dedicated employee known for punctuality, pursuing employment options where good customer service and positive attitude will make a difference. Detail-oriented Patient Service Representative with outstanding treatment knowledge and stellar communication skills. Successful at coordinating between patients and professionals and offering comprehensive patient education. Committed to organization and time management. Knowledgeable patient representative offers demonstrated skills in case management and service coordination. Expertly handles complaints, inquiries and service questions to meet patients' access needs and correct problems related to care. Well-versed in policies, procedures and standards. Focused patient service representative with several years of experience supporting patients in healthcare settings. Extensive knowledge of medical record organization and patient advocacy. Successful at helping patients through care and treatment process. Flexible hard worker ready to learn and contribute to team success. Well-versed Patient Service Representative with background in facilitating effective patient care through diligent coordination. Demonstrated strengths include robust communication skills and the ability to manage high-volume workflows in fast-paced healthcare environments. Past experience has shown capability in improving patient satisfaction levels, contributing significantly to team efficiency and fostering positive relationships between patients and medical staff. Motivated professional with background supporting patient medical needs by verifying insurance, scheduling appointments, and organizing documents. Forward-thinking and resourceful with good interpersonal skills, strong attention to detail and upbeat mentality. Advanced abilities in healthcare billing and scheduling software.
Overview
11
11
years of professional experience
Work History
Patient Service Representative
Chiricahua Community Health Centers
Bisbee, AZ
09.2013 - Current
- Reviewed incoming inquiries from patients for completeness and accuracy prior to responding.
- Provided guidance and support to Patient Service Representatives in order to ensure quality customer service.
- Facilitated communication between patients, staff, and management personnel.
- Trained new employees on all policies, procedures, and customer service standards.
- Assigned tasks to team members according to their strengths and abilities.
- Performed weekly audits of patient records to ensure accuracy and integrity of data entry.
- Created reports summarizing team performance metrics on a monthly basis.
- Conducted regular team meetings to discuss objectives and performance goals.
- Coordinated with other departments within the organization as needed.
- Provided coaching and mentorship to team members on best practices for customer service excellence.
- Communicated financial obligations to patients and collected fees at time of service.
- Organized and maintained records by updating and obtaining both personal and financial information from patients.
- Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.
- Processed patient responsibility estimate determined by insurance at pre-registration.
- Applied HIPAA privacy and security regulations while handling patient information.
- Verified demographics and insurance information to register patients in computer system.
- Obtained necessary signatures for privacy laws and consent for treatment.
- Prepared daily reports on registration activities, highlighting areas for improvement.
- Collaborated with insurance companies to resolve billing discrepancies and pre-certification issues.
- Managed patient check-in process, ensuring accurate data entry of personal and insurance information.
- Facilitated patient registration, verifying all required documentation is collected and filed properly.
- Coordinated with clinical staff to manage patient flow, reducing wait times and improving satisfaction.
- Assembled registration paperwork and placed identification bands on patient.
- Explained various admission forms and policies, acquiring signatures for consent.
- Kept patient appointments on schedule by notifying providers of patients' arrival and reviewing service delivery compared to schedule.
- Processed insurance verifications and authorizations to ensure coverage of services.
- Guided patients through the completion of consent and other required medical forms.
- Addressed patient inquiries and concerns, resolving issues in a timely and empathetic manner.
- Contributed to team meetings, sharing insights and strategies for improving patient access services.
- Coordinated scheduling of appointments across multiple departments to optimize patient care.
- Participated in training sessions to stay updated on healthcare policies and registration software.
- Processed patient co-pays, deductibles, and other payments, ensuring accurate financial records.
- Registered patients by completing face-to-face interviews to obtain demographic, insurance, and medical information.
- Monitored waiting areas to ensure a comfortable and safe environment for patients and visitors.
- Handled high volume of incoming calls, providing exceptional customer service to patients and families.
- Received patient inquiries or complaints and directed to appropriate medical staff members.
- Explained policies, procedures and services to patients.
- Completed registration procedures for patients, expertly inputting information to meet provider, facility and legal requirements.
- Screened patients for eligibility for state, local and federal assistance programs.
- Verified documentation methodically to avoid critical errors impacting care delivery and payments for services.
- Verified patients' insurance and payment methods during admissions or check-in processes.
- Reported liabilities and risk management concerns to supervisor for review.
- Collaborated with clinical and administrative staff to meet patient needs.
- Resolved customer complaints promptly and professionally.
- Identified opportunities for process improvements through analysis of existing operations.
Education
Associate of Business Administration - Administrative Assistant
Cochise College
Douglas, AZ05-2011
GED -
Cochise College
Sierra Vista, AZ01-2007
Skills
- Appointment Scheduling
- Eligibility Determination
- Appointment confirmation
- Medical insurance
- Insurance Verification
- Patient interviewing skills
- Reception Management
- Medical filing
- FLUENT IN English and Spanish
- Medical terminology knowledge
- Customer Service
- Payment Collection
- Office Administration
- Medicaid
Timeline
Patient Service Representative
Chiricahua Community Health Centers
09.2013 - Current
Associate of Business Administration - Administrative Assistant
Cochise College
GED -
Cochise College
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