Erica Horn
Hawthorne,CA
Summary
Dedicated Patient Service Representative with 10+ years of experience in Healthcare. Distinguished in providing quality customer service care while maintaining the highest standards of ethics and compassion. Inspired and prepared to bring exceptional skills and knowledge to a new department.
Overview
16
16
years of professional experience
Work History
Patient Service Representative III
Cedars Sinai Medical Center
Los Angeles, CA
11.2012 - Current
- Provide administrative support for Medical Director
- Schedule endoscopic G.I procedures and consultation appointments
- Provide written correspondence and educate patients regarding their procedure instructions, pre-op orders and required clearance
- Collaborate with other departments for hospital transfer, bed reservation and follow up care
- Answer high call volume in fast pace environment while providing professional and quality customer service. Approx.50-60 calls daily
- Triage incoming calls and exceed productivity goals while using ACD phone system to measure performance
- Manage and process incoming and outgoing referrals for new and establish patients. Obtain and organize supporting medical records.
- Generate MD and RN orders. Work with insurance companies (Blue Cross, Blue Shield, Aetna, UHC) for pre-cert approval and or peer to peer review
- Spearheaded projects that improved customer experience and help increase survey satisfaction scores
Patient Service Representative II
Cedars Sinai Hospital
Beverly Hills, CA
02.2006 - 11.2012
- Ensure patient information is accurate during registration
- Confirm benefits and insurance coverage
- Preformed check in and check out process for multiple MDs
- Cash Lead, Collect copayments
Education
Bachelor of Science - Healthcare Management
Western Governors University
Salt Lake City, UT06.2020
Associate of Arts - General Studies
El Camino College
Torrance, CA12.2015
Skills
- Superuser for CS link/Epic
- Conflict Resolution Specialist
- Project Management
- Organized and Efficient with Attention to Detail
- Communicating to Patients and Families
- Patient Advocate Specialist
Accomplishments
- Lead a team of 6 during international pancreatic symposium conference
- Collaborated with team and streamlined department process for reviewing new referrals in work que.
- Patient Experience Award 2020
- Standing Ovation Awards
- Circle of Friends Honor
Timeline
Patient Service Representative III
Cedars Sinai Medical Center
11.2012 - Current
Patient Service Representative II
Cedars Sinai Hospital
02.2006 - 11.2012
Bachelor of Science - Healthcare Management
Western Governors University
Associate of Arts - General Studies
El Camino College
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