Dora DOMINO
Port Orange,FL
Summary
Accomplished Office Assistant/Billing Specialist II at Florida Hospital/Advent Health, adept in insurance verification and billing systems, showcasing a proven track record in enhancing billing accuracy and patient satisfaction. Excelled in resolving billing discrepancies and fostering teamwork, demonstrating exceptional decision-making and customer service skills. Achieved a significant increase in first-call resolution rates, underscoring a commitment to efficiency and quality care. Detail-oriented and methodical [Job Title] offering [Number] years of experience in related roles. Exceptional abilities in conducting research, problem-solving and prioritizing simultaneous tasks. Leverages resourcefulness, critical thinking skills and superior work ethic for top job performance. Knowledgeable about preparing invoices, processing payments and pursuing past-due balances. Well-versed in accurately coding different types of bills for clear recordkeeping and tracking. Team-oriented, dependable and performance-driven. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level [Job Title] position. Ready to help team achieve company goals.
Overview
36
36
years of professional experience
Work History
Office Asst/Billing Specialist II
Florida Hospital/Advent Health
2016.10 - Current
- Researched and resolved billing discrepancies to enable accurate billing.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Worked with multiple departments to check proper billing information.
- Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Met customer call guidelines for service levels, handle time and productivity.
- Educated customers about billing, payment processing and support policies and procedures.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Reduced patient wait times while improving satisfaction levels through efficient problem resolution skills tailored to each unique situation.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Facilitated smooth communication between patients, insurance companies, and medical staff for seamless coordination of care.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Streamlined appointment scheduling process by utilizing advanced software tools, optimizing time management for both patients and medical professionals.
- Expedited service times with effective triage of incoming calls, directing patients to the correct department or resource.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Followed up with customers about resolved issues to maintain high standards of customer service.
Patient Access Specialist Lead
Boca Raton Regional Hospital
2014.07 - 2016.09
- Maintained patient confidentiality by adhering to HIPAA guidelines and hospital policies.
- Provided exceptional customer service, addressing patient concerns promptly and professionally.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Handled sensitive situations involving distressed patients with empathy maintaining professionalism throughout interactions.
- Collaborated with clinical staff to ensure seamless coordination of care for patients.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Collected and validated patient demographics and insurance information.
- Participated in ongoing training programs to stay current with industry trends and best practices in patient access services.
- Streamlined front-desk operations for improved patient flow and reduced wait times.
- Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
- Verified insurance coverage and obtained necessary authorizations to ensure timely billing and reimbursement.
- Reduced billing errors by verifying demographic information and updating records as needed.
- Enhanced patient satisfaction by providing efficient registration and scheduling services.
- Prepared patient identification band and completed admissions papers.
- Contacted insurance companies for patient medical billing operations.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Contributed to a positive work environment through effective teamwork and communication with colleagues.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Performed patient pre-admission, admission, transfer and discharge activities.
- Managed high call volume while maintaining a professional demeanor, ensuring accurate communication of information.
- Provided excellent customer service to patients and medical staff.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Assisted in revenue cycle management by timely collecting co-payments, deductibles, and other financial responsibilities from patients.
- Increased accuracy in patient record-keeping through diligent data entry and regular database maintenance.
- Verified patient insurance eligibility and entered patient information into system.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Trained new staff on filing, phone etiquette and other office duties.
- Followed document protocols to safeguard confidentiality of patient records.
- Greeted and assisted patients with check-in procedures.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Responded to inquiries by directing calls to appropriate personnel.
- Answered incoming calls, scheduled appointments and filed medical records.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Facilitated communication between patients and various departments and staff.
- Delivered support to medical staff in completion of patient paperwork.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Boosted team morale by consistently recognizing colleagues' contributions and achievements.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Responded proactively and positively to rapid change.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Delivered prompt service to prioritize customer needs.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Improved resolution time with effective problem-solving for customer complaints.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Patient Access Lead/ ER
UPMC Passavant/Cranberry Hospital
2011.09 - 2014.06
- Reduced denied claims by ensuring thorough insurance verification and pre-authorization procedures were followed by staff members.
- Created a metrics-driven approach for tracking departmental performance against established benchmarks, driving continuous improvement in key areas.
- Established key performance indicators, monitoring progress and implementing corrective actions when necessary.
- Served as the primary liaison between Patient Access and other hospital departments, facilitating effective cross-functional collaboration.
- Strengthened patient privacy and data security by implementing strict protocols for staff adherence to HIPAA regulations.
- Trained and mentored new employees in registration department, answered questions and provided insight on patient services.
- Managed a diverse team of Patient Access professionals, fostering an inclusive and supportive work environment that promoted collaboration and high-quality service delivery.
- Developed highly effective communication, interpersonal and active listening skills, which were used for interacting with people of all different backgrounds and cultures.
- Ensured accurate data collection for billing purposes by overseeing the implementation of a new electronic health record system.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Trained new Customer Service Representatives on company policies, procedures, and best practices.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
Radiology-Imagining Service Rep II
Boca Raton Regional Hospital
2009.01 - 2011.08
- Maintained productivity and quality standards at all times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Consistently demonstrated a strong work ethic, arriving punctually for shifts and maintaining focus on providing top-tier service throughout entire workday.
- Maintained comprehensive knowledge of company products and services, ensuring accurate information was relayed to customers at all times.
- Operated in dynamic, high-volume environments to provide skilled assistance to more than [Number] customers each day.
- Accepted payments and updated accounts with latest information.
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded to customer requests for products, services, and company information.
- Delivered prompt service to prioritize customer needs.
- Increased efficiency and team productivity by promoting operational best practices.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
Office Manager/ Front Desk/Medical Assistant
Gold Coast Medical/Urge-Med Walk in Medical Center
2003.08 - 2007.08
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Developed comprehensive policy manuals outlining procedures and guidelines, contributing to a well-organized workplace culture.
- Reduced costs with meticulous budget monitoring and expense tracking for essential supplies and equipment.
- Contributed to workplace safety by ensuring compliance with established emergency protocols and conducting regular equipment inspections.
- Coordinated with IT department to upgrade office technology, enhancing overall efficiency and data security.
- Resolved office disputes swiftly and equitably, maintaining harmonious workplace.
- Oversaw office budget, ensuring all expenditures were within allocated funds and identifying cost-saving opportunities.
- Facilitated positive work environment, addressing employee concerns promptly and fostering culture of mutual respect.
- Enhanced office operational efficiency by streamlining filing systems, resulting in easier access to critical documents.
- Reduced overhead costs significantly through negotiation of vendor contracts for office supplies and services.
- Provided comprehensive administrative support to senior management, enabling them to focus on strategic decision-making.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
- Performed medical records management, including filing, organizing and scanning documents.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Boosted patient satisfaction by providing compassionate care and promptly addressing needs during visits.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Ensured patient safety and comfort during examinations, effectively addressing concerns and answering questions.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Facilitated seamless patient care with thorough and accurate documentation of medical histories, vital signs, and medications.
Dietary Aide/Hospital Transporter
Shadyside Hospital/UPMC Shadyside Hospital
1989.01 - 2001.07
- Kept all kitchen areas clean, tidy and free of hazards.
- Served meals to residents in accordance with established schedules and dietary procedures.
- Washed plates, cups, serving, and eating utensils and kitchen equipment in commercial dishwasher.
- Coordinated with other dietary aides and kitchen staff to ensure efficient workflow and timely delivery of meals, contributing to a smooth-running operation.
- Enhanced kitchen efficiency by maintaining a clean and organized workspace, ensuring timely meal production and delivery.
- Added food items, beverages, and utensils to trays and immediately delivered to correct rooms.
- Followed all food safety regulations while preparing meals for patients.
- Assisted in the preparation of nutritious meals for patients with various medical conditions and dietary restrictions.
- Delivered nourishment and supplements to nurse station for distribution to specific residents.
- Maintained accurate records of patient meal orders to ensure appropriate distribution of meals according to individual requirements.
- Discarded outdated food products and maintained waste disposal procedures.
- Maintained strict adherence to HIPAA regulations when handling patient information, protecting confidentiality at all times.
- Provided exceptional customer service to patients and their families, addressing concerns and answering questions about dietary guidelines and restrictions.
- Participated in regular team meetings to discuss performance goals, address challenges, and share best practices for continued growth and improvement.
- Used wheelchairs, stretchers and movable beds to move patients between hospital locations.
- Responded to emergency situations to help with lifting and transporting patients.
- Provided physical support to patients through diverse types of mobility assistance.
- Assisted patients in using oxygen tanks and other medical equipment to manage smooth transition from hospital to designated location.
- Assisted with discharge process by escorting patients with belongings to leave facility safely and comfortably.
- Maintained accurate documentation of patient transports, ensuring compliance with hospital policies and procedures.
- Collaborated with nursing staff to ensure smooth transfers of patients between units or departments.
- Fostered a positive working relationship with other healthcare professionals through clear communication regarding patient transportation requirements.
- Contributed to a reduction in patient wait times by promptly completing assigned transports efficiently and professionally.
- Participated in ongoing training and workshops to stay current on best practices in patient transport and safety measures.
- Assisted in maintaining a clean and organized environment, contributing to infection control measures.
- Increased hospital efficiency with prompt responses to transport requests from various departments.
- Improved patient satisfaction by providing timely and efficient transportation services.
- Assisted patients in moving out of beds, wheelchairs, stretchers, or medical transport vans.
- Assisted doctors with preparation of medical equipment for smooth and efficient surgeries.
- Checked patient vital signs, weight and pain levels for documentation purposes.
- Delivered meals and snacks to patients in accordance with dietary requirements.
- Communicated with patients, family members and healthcare staff to coordinate transportation schedules.
- Maintained confidentiality of patient data and condition to safeguard health information.
- Collaborated with CNAs, nurses, and physicians to maintain stability during transport and facilitate event-free transport.
- Transported patients to testing and treatment units, operating rooms and other areas using moveable beds, wheelchairs, and stretchers.
- Warmly greeted patients and visitors and made each feel welcome.
- Safeguarded confidential patient information by diligently adhering to HIPAA regulations throughout all aspects of job responsibilities.
- Demonstrated excellent communication skills while interacting with patients, families, and healthcare team members for optimal service delivery.
- Received consistent positive feedback from patients and families for compassionate care during transport.
- Provided emotional support to patients during transfer processes, reducing anxiety levels and promoting positive experiences within the hospital setting.
- Helped other staff with patient transfers by moving patients between departments.
Education
Medical Assistance Training - Medical Assisting
Sawyer School of Business, Medical Assistance
Pittsburgh, PA1988
High School Diploma -
Peabody High School
Pittsburgh, PA1986
Skills
- Billing systems and software
- Insurance Verification
- HIPAA Compliance
- Data entry proficiency
- Collections
- Medical Billing Expertise
- Microsoft Office
- Decision-Making
- Billing Data Verification
- Payment Collection
- Customer Service
Additional Information
Proficient with U-Pay, Medi-Soft, Word, Excel, PowerPoint, ERM, Star, Epic, Cerner, Athena, Onbase, and Five 9.
Timeline
Office Asst/Billing Specialist II
Florida Hospital/Advent Health
2016.10 - Current
Patient Access Specialist Lead
Boca Raton Regional Hospital
2014.07 - 2016.09
Patient Access Lead/ ER
UPMC Passavant/Cranberry Hospital
2011.09 - 2014.06
Radiology-Imagining Service Rep II
Boca Raton Regional Hospital
2009.01 - 2011.08
Office Manager/ Front Desk/Medical Assistant
Gold Coast Medical/Urge-Med Walk in Medical Center
2003.08 - 2007.08
Dietary Aide/Hospital Transporter
Shadyside Hospital/UPMC Shadyside Hospital
1989.01 - 2001.07
Medical Assistance Training - Medical Assisting
Sawyer School of Business, Medical Assistance
High School Diploma -
Peabody High School
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