Elisa Flores
St. Cloud,FL
Summary
Dedicated and detail oriented as a healthcare professional over 25 years of experience. Versatile skill set with strong experience in customer service, written and oral communication. Organized individuals multitask and liaise between patients and insurance companies. An astute Financial Counselor offering extensive healthcare insurance knowledge and proficiency in providing prompt resolution to complex tasks.
Overview
8
8
years of professional experience
Work History
Financial Counselor Lead- Patient Advocate & Legal Team
Orlando Health Patient Accounting
01.2021 - Current
- Handle complaints and patient concerns and develop and execute action plans to prevent errors and customer service issues in the future
- Proactively partner with all appropriate departments to ensure a positive patient experience in all services provided and smooth transitions between care settings
- Resolves complaints by listening to patients and their families; helping them with facts as it relates to the hospital and/or physician or ancillary accounts, developing acceptable resolutions following up on outcomes
- Exercise exceptional communication and listening skills when dealing with team members, customers, and patients
- Plan, organize, and coordinate work efficiently, meet assigned deadlines
- Define problems, collect data, establish facts, and draw valid conclusions in the performance of job duties
- Update job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, participating in professional organizations.
- Review release of information request for billing records
- Send billing records to attorneys
- Handle inbound calls from attorneys
- Handle all billing questions, verifying and updating insurance
Scheduling Coordinator
Orlando Health Patient Accounting
01.2019 - 01.2021
- The Scheduling Coordinator will communicate regularly with physicians, which may include, patients, ancillary and surgical areas to involve scheduling, rescheduling, and cancellation of single/multiple tests and procedures
- Provide accurate information of department/procedure specific scheduling criteria to expedite patient preparation, arrival location and time
- Be proactive with all customers by actively listening, showing a caring attitude, and offering alternatives when necessary
- Demonstrate superb telephone etiquette, team player attitude and professional communication skills always
- Understands the importance Orlando Health places on providing exemplary customer service with a Patient First Philosophy
- Exhibits working knowledge in the use of all registration, scheduling systems, and Web based resources
- Knowledge of computer applications, multi-line telephone system, printers, copy fax machines, which may include required data entry
- Maintains basic understanding of the medical needs during the screening process for scheduling an appointment
- Consistently reviews the schedules daily and communicates all changes to appropriate staff.
Cash Receipts Specialist
Orlando Health Patient Accounting
01.2017 - 01.2018
- Responsible for the timely and accurate posting of all cash receipts into various patient accounting systems
- Process daily lockbox deposit receipts
- Maintain the clearing account analysis and Daily Cash Reconciliation and necessary logs
- Manipulate electronic files by validating that the money posted is equal to the deposit each day
- Process electronic files in appropriate hospital/accounting systems
- Post electronic files in appropriate hospital/accounting systems
- Balance file by validating that the money posted is equal to the deposit each day
- Assists department analysts daily to insure the accurate and timely posting of cash into the various hospital/accounting systems
- Acts as a source of reference for staff on all areas relating to cash receipts including sources of information, computer use and system processes.
Call Center Representative II (PFS)
Orlando Health Patient Accounting
01.2016 - 01.2017
- Assist patients by phone and email with issues regarding their account-billing
- Oversee all escalated issues, work in depth with all departments within the Orlando Health organization to assist and resolve our patient’s concerns
- Handle and addressed escalated calls and emails
- Escalate patient issues to leadership when appropriate
- Assists patients who present issues regarding account
- Requests adjustments on patient’s accounts based on prompt pay discounts, contractual adjustment, policy discounts and public relation adjustment
- Request’s billing or re-billing of patient accounts as required
- Work with multiple computer programs related to job functions.
Education
Abraham Lincoln High School
Brooklyn, NYHFMA Certified Revenue Cycle Representative (CRCR)
Skills
- Customer Service
- Well-developed organizations skills
- Reliable
- Quick Learner
- Problem-solving
- Relationships and rapport
Timeline
Financial Counselor Lead- Patient Advocate & Legal Team
Orlando Health Patient Accounting
01.2021 - Current
Scheduling Coordinator
Orlando Health Patient Accounting
01.2019 - 01.2021
Cash Receipts Specialist
Orlando Health Patient Accounting
01.2017 - 01.2018
Call Center Representative II (PFS)
Orlando Health Patient Accounting
01.2016 - 01.2017
Abraham Lincoln High School
HFMA Certified Revenue Cycle Representative (CRCR)
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