Elma Olivarez
Richmond
Summary
Dynamic and results-driven Patient Access Supervisor/Manager with over 23 years of experience in healthcare administration. Expertise includes managing a team of 44 employees, overseeing ER registration, scheduling, insurance verification, and authorization processes. Proven track record in training new hires and generating payroll and revenue reports while maintaining exemplary customer service standards. Committed to embracing new challenges and delivering meticulous attention to detail in fast-paced environments, ensuring accurate task completion amidst competing demands.
Overview
22
22
years of professional experience
Work History
Orthopedic Scheduler
Memorial Hermann Hospital
08.2024 - 01.2026
- Coordinated complex scheduling for 38 orthopedic locations ensuring alignment with operational needs.
- Streamlined appointment processes by implementing updated schedules for therapist and patients.
- Managed conflicts in schedules, resolving issues promptly to minimize disruptions.
- Verified patients insurance including Medicare,medicaid and commercial insurance as well as workers comp cases.
- Maintained high levels of customer satisfaction through diligent scheduling coordination, ensuring all deliverables were met within agreed timeframes.
- Improved overall workflow efficiency by collaborating with team leads to identify bottlenecks, establish priorities, and develop solutions for process improvement.
Sr Patient Access Scheduling Representative/ Insurance Verifier /Authorization Clerk
Houston Methodist Orthopedics and Sports Medicine Neuroscience and Spine Center
10.2021 - 08.2024
- Gather insurance and financial data to complete registration
- Register patients in call center environment and in person contact
- Updates and maintains patient database according to established scheduled appointments
- Schedules orthopedic appointments for Orthopedics and Sports medicine and Therapy visits including PT/OT/ST
- Maintains consistent and professional attendance, punctuality, personal appearance, and adherence to relevant health & safety procedures.
- Verifying patient's benefits to determine patient's financial responsibility. retrieve authorization if needed
- Completing work queues.
- Delivered an exceptional level of service to each customer by listening to concerns and answering questions.
- Schedule all Virtual visits
- Coordinated patient scheduling for appointments, ensuring optimal use of resources and staff availability.
- Managed complex scheduling conflicts, adapting quickly to changes in patient needs and physician availability.
- Acted as a liaison between management and staff regarding scheduling issues, effectively resolving concerns and maintaining positive relationships.
Patient Access Lead
Harris Health System
11.2019 - 10.2021
- Gather insurance and financial data to complete registration.
- Register patients in a SDC environment.
- Run all daily reports for the Clinic
- Updates and maintains patient databases according to established procedures.
- Completes and balances all daily transaction paperwork. Maintains an open line of communication with all team members.
- Complete all daily deposits
- Train all new PAM staff
- Maintains consistent and professional attendance, punctuality, personal appearance, and adherence to relevant health & safety procedures.
- Verifying the patient's benefits to determine the patient's financial responsibility and collecting what is due at time of service.
- Check inventory for required supplies, including office supplies as well as medical supplies and documenting needed cleaning products.
- Delivered an exceptional level of service to each customer by listening to concerns and answering questions.
- Processed customer payments using cash, checks, credit and debit cards and returned proper bills and coins.
- Schedule all Virtual visits
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Excellent communication skills, both verbal and written.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Patient Access Representative
First Choice Emergency Room
10.2018 - 11.2019
- Gather insurance and financial data to complete registration.
- Updates and maintains patient databases according to established procedures.
- Completes and balances all daily transaction paperwork. Maintains an open line of communication with all team members.
- Maintains consistent and professional attendance, punctuality, personal appearance, and adherence to relevant health & safety procedures.
- Verifying patient's benefits to determine patients financial responsibility and collecting what is due at time of service.
- Checked inventory for required supplies, including office supplies as well as medical supplies and documenting needed cleaning products.
- Delivered an exceptional level of service to each customer by listening to concerns and answering questions.
- Processed customer payments using cash, checks, credit and debit cards and returned proper bills and coin.
Patient Access Supervisor
West Houston Medical Center
03.2012 - 10.2018
- Assist leaders and staff responsible for the creation and delivery of training for registrars in all areas of patient access.
- Provides guidance and feedback on employee performance through the auditing and screening of registration work and various computer reports.
- Supports all positions and registers patients as needed to support the team.
- Cross trained to support all registration areas.
- Assist department director and filled in as PAS Manager with the appropriate staffing of Patient Access areas.
- Reviews and assures that employee time is recorded accurately.
- Produces and keeps current a departmental record on each employee, which shall include: PTO, Absent and tardy occurrences, Disciplinary actions and other counseling sessions, commendable actions and incidents in support of the department.
- Assures that all employees attend appropriate mandatory training annually.
- Documents attendance on all mandatory and employee development classes attended, and dates of each.
- Keep ahead of changes to state and federal regulatory compliance items affecting patient registration including HIPAA, EMTALA, etc.
- Provides timely updates to staff as appropriate.
- Responsible for daily cash management.
- Produces various reports and feedback to Director.
- Facilitates staff education, knowledge sharing and teamwork by conducting regular staff meetings and utilizing other forms of communication.
- Interacts on a needed basis with other departments which may be impacted by the Patient Access process.
- Promotes a positive hospital image to patients, visitors and physicians.
- I worked at Health-One, a nine (9) bed emergency room, which was an extension of West Houston Medical Center, located in Richmond, Texas as a registrar from June 2013 to Present. I am also familiar with Meditech and passport onesource, host and artiva.
- Coordinated between patients and healthcare professionals to meet patient needs.
- Checked claims for errors, corrected issues and mailed out in a timely manner.
- Ran statements each month to review outstanding balances and identify accounts in need of collection processing.
- Accessed patient information through a variety of office software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
- Resolved disciplinary issues and escalated major concerns to the department head.
- Followed district protocols in handling and resolving disciplinary issues.
- I also participated and was an advocate for the Stoke program as well as the training of new programs for the facility.
Business Office Clerk/ Receptionist/ Pediatric Scheduler
National Nursing & Rehab
03.2004 - 02.2012
- Customer Service, answering multiple phone lines.
- General office work, copying, faxing, scanning documents.
- Accounts payable, inputting all physicians' orders.
- Medical Records, filing, creating and breaking down patient charts.
- Scheduling and canceling patients and therapist appointments.
- Inputting all PDN schedules and therapy schedules.
- Ran agent reports for PDN and Therapy schedules.
- Managed all company cell phones and company gas cards, ordered all four companies office supplies.
- Traveled to our other sister companies to train new employee's customer services skills.
- Some data entry / Windows 7 / Microsoft word and excel / Patron / MjsOne software/Home Care Home Base.
- Maintained accounts receivable documentation electronically and on paper.
- Answered office phone calls and emails to direct customers and answer questions.
- Followed detailed end of month accounting procedures to verify proper balancing of all accounts and readiness for new month.
- Automated office operations, managing client correspondence, record filing and data communications.
- Secured staff payment traceability, accurately calculating deductions while preparing and processing payroll.
- Accurately tracked, verified and approved accounts payable and accounts receivable invoices and total balances into financial software, conducting monthly balance sheet reviews to reconcile variances.
Education
GED -
Del Mar College
Corpus Christi, TX07.1995
Skills
- Accounts payable
- Employee development
- Insurance Verification and Authorization
- Cash management
- Auditing Charts
- Employee Training
- General office
- Regulatory compliance
- Scheduling
- Staffing
- Teamwork
- Exceptional customer service skills
- Reliable
- Punctual
- Committed to customer
- Computer skills
- Attention to detail
- Data entry
- Strong work ethic
Additional Information
I am very knowledgeable, dedicated and passionate when it comes to patient access, I believe that I can make a difference and I have the strong ability to lead.
Timeline
Orthopedic Scheduler
Memorial Hermann Hospital
08.2024 - 01.2026
Sr Patient Access Scheduling Representative/ Insurance Verifier /Authorization Clerk
Houston Methodist Orthopedics and Sports Medicine Neuroscience and Spine Center
10.2021 - 08.2024
Patient Access Lead
Harris Health System
11.2019 - 10.2021
Patient Access Representative
First Choice Emergency Room
10.2018 - 11.2019
Patient Access Supervisor
West Houston Medical Center
03.2012 - 10.2018
Business Office Clerk/ Receptionist/ Pediatric Scheduler
National Nursing & Rehab
03.2004 - 02.2012
GED -
Del Mar College