ELENA BENEDICTO

• Answers incoming calls and performs a variety of actions including scheduling, rescheduling, or canceling appointments within established time frames and protocols in a fast paced, high volume Access Center environment.

• Determines how requests should be handled using expert questioning techniques to determine how a request should be scheduled, when to refer a call to a specific clinic or escalate the call to a nurse for immediate attention; coordinates services, as needed.

• Verifies and updates patient demographic and insurance information.

• Creates a positive patient experience at every encounter, attempting to resolve any issues or concerns of the patient at the time of the phone call, within the scope of the role.

• Manages and works referral work queues when assigned and provides supplemental inbound patient call support during high volume times using (and vice versa), and uses judgment to prioritize and accommodate patients, based on patient needs.

• Actively participates as a team member in resolution of problems as they are identified.

• Escalates any scheduling or insurance issue to the Patient Engagement Supervisor or Patient Engagement Manager to resolve.

• Consistently meets productivity, schedule adherence, and quality standards as set by the Access Center.

• Works with designated clinical partners to establish and maintain appropriate appointment scheduling protocols. Consistently acts to build positive relationships with our clinical partners.

• Establishes themselves as regional experts regarding payer trends and reports any reimbursement trends/delays to management team (e.g. billing denials, claim denials, pricing errors, payments, etc.).
• Processes any necessary correspondence.
• Coordinates with internal and external service providers to ensure services are performed in accordance with program policy and within expected service level agreements (SLA's).
• Maintains confidentiality in regards to all patient sensitive information.
• Works on problems of moderate scope where analysis of data requires a review of a variety of factors. Exercises judgment within defined standard operating procedures to determine appropriate action.
• Required to be self-motivated, working from a queue (phone or system). Expected to perform work in accordance with defined standard operating procedures. Management will monitor queues and provide active feedback as required.
• Performs related duties as assigned, which could include well defined services generally performed by other program representatives (e.g. benefit verifications, Patient Assistance Program determinations).
• Provides exceptional customer service to internal and external customers; resolves any customer requests in a timely and accurate manner; escalates complaints accordingly.
• Applies company policies and procedures to resolve a variety of issues.

• Scheduling orders from specialty medications
• Assist members with concerns, questions, appeals, claims and premium billing.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
• Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Demonstrated excellent communication skills in resolving product and consumer complaints.
• Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
• De-escalated problematic customer concerns, maintaining calm, friendly demeanor.

• Manage information flow in a timely and accurate manner
• Scheduling surgical procedures, billing, verifying insurance benefits, referrals, and pre-certifications
• Organize and maintain the office filing system

• Managed real estate transactions from initiation to closing.
• Showed residential properties and explained features, value and benefits of available homes.
• Promoted property sales through advertisements, open houses and participation in multiple listing services.
• Oversaw and negotiated offers for real estate purchases on clients' behalf.
• Advised prospective clients on current market activities and optimal buying or selling choices.
• Served as local real estate expert, advising customers on market dynamics and home prices.

• Analyze discharged inpatient, outpatient, and emergency department charts for compliance
• Communicate with patient registration, operating room and transcribers for any discrepancies
• Assist visitors, answering calls and other ancillary duties.

• Adhered to HIPAA requirements to safeguard patient confidentiality.
• Scheduled and confirmed patient appointments and consultations.
• Communicated with patients with compassion while keeping medical information private.
• Transmitted medical records and other correspondence by mail, e-mail, or fax.
• Collaborated with multi-disciplinary staff to improve overall patient care and response times.

• Supported loan officiant and underwriter teams by ensuring timely, judicious and accurate loan processing.
• Reviewed and verified borrowers' income, credit reports and property appraisals to prepare documents for underwriting.
• Maintained fast-paced schedule by consistently providing satisfactory application approval turnaround times.
• Reviewed initial client documentation to structure and submit loan package.
• Interfaced with borrowers to obtain needed items and prepare applications for underwriting review.