Emely Castillo
Lufkin,TX
Summary
To obtain a position as medical or clerical support. To leverage my extensive experience in healthcare administration and exceptional leadership skills in a dynamic and collaborative environment as a Patient Access Contact Center Supervisor, with a focus on optimizing patient experience, streamlining access to care, and enhancing operational efficiency through effective team management, data-driven decision-making, and a patient-centered approach.
Overview
16
16
years of professional experience
Work History
Lead Patient Access Rep Medical Assistant
Baylor St. Luke's Medical Group
09.2022 - Current
- Train and Supervise a Team of Nineteen PSRs on Women’s Health Schedule.
- Part of PCC Patient Experience Committee
- Schedule appointments for patients over the phone for Twenty-Seven providers.
- Handle emergency calls for OBGYN office.
- Send telephone encounter messages to Nurses from patients.
- Improved revenue cycle management by verifying insurance eligibility and obtaining necessary authorizations.
- Work Closely with Management and staff to meet the Connection Center's administrative operational and support requirements
- Assisted in developing departmental policies and procedures that promoted efficiency, accuracy, and exceptional customer service.
- Enhanced patient satisfaction by streamlining registration processes and ensuring timely appointments.
- Managed high call volumes effectively while maintaining a positive attitude and professional demeanor at all times.
- Promoted a positive workplace culture by demonstrating respect, empathy, and professionalism in all interactions with patients, colleagues, and other stakeholders.
- Developed comprehensive training materials for new hires, leading to faster onboarding and increased employee confidence in their roles.
- Mentored junior Patient Access Representatives, providing guidance and support for their professional development.
- Reduced wait times for patients through efficient scheduling and coordination with clinical staff.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
Patient Access Representative- Medical Assistant
Baylor St. Luke’s Medical Group
06.2019 - Current
- Perform general patient care by following established standards and procedures.
- Greet and prepare patients for the health care provider.
- Obtain and record vital signs including but not limited to, blood pressure, temperature, pulse, respiration, height, weight, drug allergies, and current medications and presenting a problem.
- Prepare Lab orders and prepare specimens for laboratory analysis.
- Administer ordered medications and/or vaccines via oral, injection, topically
- May perform routine test.
- Schedule patients for diagnostic testing and follows up to ensure completion of testing.
- Communicate with patient regarding test results and plan of care by phone or mail as directed by physician.
- Prepare, clean and sterilize instruments and maintain equipment; keep patient exam rooms stocked, clean and orderly; dispose of contaminated items according to protocol.
- Document patient plan(s) of care, tests and examination results in the medical record as directed by the provider.
- Escalate non-routine issues, questions and/or concerns to the practice manager or healthcare provider(s).
- Ensure safety checklists/quality controls are completed as required.
- Provide for patient safety and protection of patient privacy rights.
- Perform other duties as assigned by practice manager, MA Lead or as requested by healthcare provider(s)
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Contributed to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.
Patient Access Representative
Baylor St. Luke’s Medical Group
12.2016 - Current
- Check- Out Patients: schedule next office visit or ultrasound appointment
- Schedule appointments for patients, in person or over the phone for five providers
- Check-In Process when needed, check patients in and verify patient information, collect payment, scan Insurance Cards and ID, give patient paperwork to fill out and help if needed
- Help Translate for patients
- Help Walk-In patients: with appointments or send telephone encounters to nurse
- Scan Symptom sheets for Patients Checking In to clinic
- Verify patient paperwork is filled out correctly and scan
- Answer phones, return calls, forward calls to Nursing staff
- Run Daily reports for Primary Care Clinic and daily deposit
- Incoming Referrals- start process when a patient is referred to clinic, enter patient information, demographics, verify insurance, enter call patient to schedule, mail out patient paperwork
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
Retail Consultant
Sprint
06.2015 - 10.2016
- Gained valuable work experience while working with advanced technologies in voice, data and media entertainment
- Offered different plans according to usage, sell accessories, service, phones, tablets, Sprint products
- Gained knowledge about cell phones, laptops, services and offered to people according to their needs
- Planograms Monthly, verify price tags and put on merchandise , do a monthly Inventory Count (phones and accessories). Maintained a clean, organized store environment to enhance customer experience and drive repeat business.
- Focused on achieving daily, weekly, and monthly sales goals in order to contribute to the overall success of the organization.
- Quickly responded to inquiries from customers via phone or email, providing them with accurate product information and expert advice.
- Stayed current on industry trends and product knowledge to provide informed recommendations to customers looking for specific items or solutions.
Administrative Assistant
Trudy Patrick, CPA
07.2011 - 03.2012
- Answered multi-line phone system, setup appointments, routing calls, delivering messages to staff and greeting visitors.
- Data Entry
- Billing
- Account Receivable / Accounts Payable
- Place orders for Supplies
- Keep record of Inventory, Organize Back Rooms (Carry Boxes, lifting)
- Maintenance of Building
- Monthly Reports
- File
- Clerical duties, Process Tax Documents
Retail Consultant
Sprint
12.2010 - 02.2011
- Gained valuable work experience while working with advanced technologies in voice, data and media entertainment
- Offered different plans according to usage, sell accessories, service, phones, tablets, Sprint products
- Gained knowledge about cell phones, laptops, services and offered to people according to their needs
- Planograms Monthly, verify price tags and put on merchandise , do a monthly Inventory Count (phones and accessories). Maintained a clean, organized store environment to enhance customer experience and drive repeat business.
- Focused on achieving daily, weekly, and monthly sales goals in order to contribute to the overall success of the organization.
- Quickly responded to inquiries from customers via phone or email, providing them with accurate product information and expert advice.
- Stayed current on industry trends and product knowledge to provide informed recommendations to customers looking for specific items or solutions.
Bookkeeping Clerk
Texas State Bank
04.2008 - 07.2009
- Updates- Daily processing procedures to post transactions for that business day
- Pay bills for all branches/expenses
- Balance Certificates of Deposit, Demand Deposits, Savings
- Reconcile Internal Bank Accounts
- Daily Reports: Items Greater than $1k
- File
- Answer phones
- Scan Signature Cards
- Maintained confidentiality of sensitive financial data, adhering to company policies and industry best practices.
- Collaborated with the accounting team to ensure accurate month-end closings and reconciliations were completed on time.
Education
Certified Medical Assistant - Medical
Angelina College
Angelina College12.2019
Business / Hospitality
Stephen F. Austin State University
Nacogdoches, TX2005
High School Diploma -
Jasper High School
Jasper, TX05.2001
Skills
- Bilingual (Spanish and English)
- Data entry, Filing, Copies, Faxing, Answering phones, 10-key
- Customer Service
- TMHP, Superior Chip, Availity, UHC
- Harland (Banking Software)
- DCI Teller
- Document Manager
- CCMS Program
- Attachmate (DHS)
- Icore by DCI
- AFS Workstation
- Coretrac
- Smarter Starter
- FFIEC Geocoding System
- BTCC
- GroupWise
- Microsoft Word, Excel, PowerPoint, Word Perfect, Outlook Express
- EClinicals
- Training and mentoring
- Appointment Scheduling
- Problem-Solving
- Team Leadership
- Team Collaboration
Timeline
Lead Patient Access Rep Medical Assistant
Baylor St. Luke's Medical Group
09.2022 - Current
Patient Access Representative- Medical Assistant
Baylor St. Luke’s Medical Group
06.2019 - Current
Patient Access Representative
Baylor St. Luke’s Medical Group
12.2016 - Current
Retail Consultant
Sprint
06.2015 - 10.2016
Administrative Assistant
Trudy Patrick, CPA
07.2011 - 03.2012
Retail Consultant
Sprint
12.2010 - 02.2011
Bookkeeping Clerk
Texas State Bank
04.2008 - 07.2009
Certified Medical Assistant - Medical
Angelina College
Business / Hospitality
Stephen F. Austin State University
High School Diploma -
Jasper High School
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