Erica Butler Diaz
Summary
Knowledgeable with Ancillary Services background in Physical Therapy, insurances, and MRI needs successfully managing multiple tasks simultaneously. Deliver crucial support in providing co workers and therapists help with any issues, customer service and streamlining processes to enhance operational efficiency with higher ups. Demonstrated proficiency in communication and problem-solving to improve team collaboration and project outcomes.
Overview
6
6
years of professional experience
Work History
Ancillary Services Coordinator
Orlando Orthopaedic Center
07.2019 - Current
- Checking in patients, collecting copayments/balances on accounts, and insurances - Now PT Float
- Take Care Credit payments and log them into AR sheets
- Verify Physical Therapy, MRI and medical insurance information for all patients as well as handling/creating insurance sets when required correctly
- Start authorization/referral requests for regular insurance companies and labeling/inputting them into patient files once received correctly
- Proficient with calling to check on WC/insurance for patients waiting on authorizations for therapy and MRI
- Handle single case agreements along with the billing department and speak to adjusters/nurse case managers for therapy authorizations when required
- Go over insurance benefits/MRI screening with patients in a HIPAA environment as well as start Workers Compensation referrals with third party vendors for adjusters if needed i.e. Onecall/MedRisk
- Schedule Evaluations and follow up visits for patients who require Physical/Occupational therapy as well as scheduling MRI's
- Fax over medical records to insurances, adjusters, other MRI facilities and/or third party vendors in network with us when required
- Begin Retro Authorization requests with insurances if required
- Scan insurance cards, Benefit forms, and other into patient charts and message insurance verification team if needed for new add ons
- Close OOC Sodo office/Late MRI. Handle PHI Access Request/Other Request forms up front in Main Lobby as well as MRI payments, CD fees, etc.
- Cover Main Lobby when needed for breaks, and/or call outs
- Trained new hires/regular receptionists for Physical Therapy Reception
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Consistently maintained a professional demeanor under pressure during high-call volume periods or challenging customer interactions.
Education
Associate of Science - Environmental Science And Marine Biology
University of Massachusetts, Boston
Boston, MA06-2018
Skills
- Fluent/conversational in English and Spanish
- Sense of urgency and work ethic
- Proficient in hands on work as well as working individually or in a group
- Microsoft Word, Excel, Powerpoint, Google Drive proficient
- Excellent communication and listening skills as well as customer service skills
- Ability to work responsibly and effectively with diverse backgrounds
- Scheduling and calendar management
- Recordkeeping, Project assistance
Timeline
Ancillary Services Coordinator
Orlando Orthopaedic Center
07.2019 - Current
Associate of Science - Environmental Science And Marine Biology
University of Massachusetts, Boston
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