Erica Perez
Elk Grove,CA
Summary
Bilingual administrative and customer service professional specializing in support to busy offices. Committed to delivering high quality results with little to no supervision.
Overview
15
15
years of professional experience
Work History
Chronic Conditions Managment Program Assis
Kaiser Permanente
Sacramento, CA
05.2024 - Current
- Aided the CCM Manager in screening and enrolling patients.
- Accomplished in conducting outreach programs for population and care/case management initiatives through the use of system database or other outreach lists
- Evaluated charts and relevant data concerning ER visits and hospital admissions to facilitate follow-up activities and program enrollment
- Processed referrals received from electronic referral system
- Conducted patient outreach, introducing and explaining care/case management program while processing new referrals.
- Set up initial visits and classes as needed, while also mailing out program materials.
- Generated authorization letter upon request and followed up for written authorization if not electronically referred from primary care provider.
- Provided logistical support for classes, group visits and clinics.
- Managed and organized bookings for conference rooms.
- Performed health assessments including checking blood pressure, pulse, respirations, height, weight, peak flows, spirometry or downloading glucose meters when required
- Registered members and generated OSCR forms according to medical facility policies.
- Entered patient data into various care/case management software programs, such as AmCare and Lotus Notes Case Management System.
- Managed patient records using both Access and Excel in coordination with care/case management software applications.
- Executed chart orders and transfers as instructed by care/case managers
- Facilitated communication between patients and MD/NPs through memo and progress note transmission
- Communicates with Schedule Maintenance Department regarding care/case manager schedules.
Pharmacy Clerk
Kaiser Permanente
Livermore, CA
09.2021 - Current
- Answered customer questions about prescribed and OTC medications.
- Entered and processed prescriptions into internal system with accuracy to avoid filling delays.
- Confirmed prescriptions for patients by placing calls and conferring with physicians' office staff.
- Handled over 100 customer accounts daily in pharmacy., maintaining accuracy to prevent data errors.
- Assisted pharmacist in daily operations tasks and administrative tasks.
- Calculated anticipated drug usage for prescribed period.
- Assisted customers with questions regarding cost of medication and benefits.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Handled client inquiries with exceptional professionalism and enthusiasm.
- Educated clients on how to conduct transactions with convenient online solutions.
Emergency Department Clerk
Kaiser Permanente
Sacramento, CA
09.2022 - 04.2024
- Inputted patient demographics and other relevant data accurately and efficiently.
- Adhered to safety protocols when handling hazardous materials such as blood specimens or medications.
- Processed paperwork for discharges, transfers, referrals, authorizations.
- Responded to inquiries from patients regarding their care, billing, and discharge instructions.
- Performed administrative tasks such as filing documents, scanning charts, photocopying forms.
- Maintained confidentiality of all medical records in accordance with HIPAA regulations.
- Answered phone calls promptly and directed them to the appropriate person or department as needed.
- Provided customer service by addressing complaints or concerns from patients or families.
- Kept track of patient wait times in order to ensure timely treatment was provided.
- Verified patient insurance information and collected copays.
- Monitored changes in federal, state, and local regulations affecting Medicare and Medicaid reimbursements.
- Processed credit card payments accurately and securely.
- Prepared detailed invoices for uninsured patients according to state laws.
- Provided clear explanations of billing policies and procedures to both internal and external customers.
- Assisted patients in understanding the details of their bills, including deductibles and co-pays.
Cashier Receptionist- Temp
Kaiser Permanente
San Jose, CA
04.2021 - 09.2021
- Educated patients about system procedures.
- Kept anxious patients calm by explaining upcoming procedures and answering questions.
- Scheduled and confirmed appointments.
- Managed customer complaints and rectified issues to complete satisfaction.
- Addressed and welcomed large volume of guests to business per day, improving overall customer service and engagement.
- Maintained front office cleanliness.
- Reviewed safety, health and sanitation processes throughout areas and enforced rules to promote security and safety.
- Delivered key administrative support to coworkers, taking on additional tasks during peak times.
- Trained new staff on office procedures and technology.
Health Services Representative- Extra Help
Santa Clara County Health Systems
San Jose, CA
06.2020 - 08.2021
- Welcomed patients and assisted with registration sign-in process
- Handled incoming department phone calls and directed calls as appropriate
- Contacted insurance carriers to verify patient coverage, copays and deductible information
- Scanned documents and entered patient insurance, demographic and health information
- Processed patient paperwork explaining forms and documents to patients, guardians and family members and distributing copies as needed
- Reviewed methods of payment for services, initiated processing and made referrals to specialists for financial options
Member Service Representative
Central California Alliance for Health
Merced, CA
07.2020 - 03.2021
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledge bases to develop strategic solutions.
- Helped members resolve account problems and navigate internal systems to handle routine needs.
- Maintained strong knowledgebase of product options and sales promotions to better serve every customer.
- Cross-trained in different internal databases and service positions to help team members meet coverage demands.
- Reviewed customer account information to determine current issues and potential solutions.
- Managed administrative requirements to keep records up to date and complete timely forms for customer needs.
- Processed customer account changes with proprietary software.
- Educated clients on how to conduct transactions with convenient online solutions.
Physician Coordinator
Tenet Healthcare Corporation
Modesto, CA
09.2019 - 06.2020
- Welcomed visitors, answered 120+ phone calls daily, responded to office messages and emails and maintained front reception desk
- Handled new patient intake, signed-in returning patients and advised physicians of patients present in office awaiting examination
- Delivered patient information, appointment results and insurance information to other office staff as needed for reporting and billing purposes
- Communicated with patients documenting conversations with customers to track requests, problems and solutions
- Collected and entered payments
- Set up and maintained physical and electronic filing systems, created and maintained spreadsheets and developed administrative and logistical reports.
Long Term Care Coordinator/UM Authorization Technician
Local Initiative Health Authority L.A. Care Health
Los Angeles, CA
01.2015 - 07.2019
- Provide non-clinical support to Long Term Care Case Managers.
- Assisted in the opening of authorizations in Essette and CCA. systems.
- Verified eligibility using MEIS, QMEIS,QNXT and AVES.
- Managed calls from facilities and provided information regarding authorization status.
- Assisted with Incomplete requests, following up with facilities for missing documents in order to process authorization request.
- processed MOU's for our non-contracted providers, uploaded to the database and faxed final letter.
- Created authorization letters for members by using the MLTSS tracker and faxing to the provider.
- Uploaded faxes and confirmations to corresponding systems and completed my documentation.
- Processed TAR conversions, bed holds and auto-reauthorizations.
Patient Access Representative
Southern California Health Care Systems
West Hollywood, CA
08.2014 - 01.2015
- Spoke with incoming patients (inpatient and outpatient) to obtain all pertinent data for admission and produced a complete and accurate admission records
- Answered all inquiries related to admissions, collected deposits and payments, obtained insurance pre-certification and authorizations and provided directions to various areas within the hospital
- Ensured that accurate patient information was collected and that patients were aware of hospital policy and procedures.
Appointment Administrator
First Step Dental
Turlock, CA
02.2010 - 07.2014
- Answered multi-line phone system and confirmed/scheduled appointments, organized office
- Collected/Posted payments, answered patient questions regarding financing and payment options and resolving issues
- Resolved claim delay issues, processed payments, adjustments, denials, refunds and claims
- Trained staff in all office systems and databases, policies and procedures
Education
Certificate - Anatomy And Physiology
Kaiser Permanente School of Allied Health
Richmond, CA10-2023
Certificate - Medical Terminology
Kaiser Permanente School of Allied Health
Richmond, CA02-2023
Basic Life Support-Certificate
American Heart Association
San Diego, CA11-2022
Certificate - Bilingual Spanish
Kaiser Permanente School of Allied Health
Richmond, CA10-2022
Certificate - Medical Assistant
San Francisco State University
San Francisco, CA05-2022
Administrative Assistance III -Certificate
Computer Tutor Business And Technical Institute
Modesto, CA2006
High School Diploma -
SIATech Academy
Sacramento, CA06.2004
Skills
- Epic
- Health Connect
- Epims
- Mainframe
- MEIS/QMEIS
- AEVS
- Essette
- CCA
- Host Access
- Call Center OPerations
- AthenaNet
- Greenway
- Microsoft Office
- Excel
- Medical Coding (ICD9/ICD-10-CPT)
- Medical Terminology
- Dentrix
- Dolphin Managment
- Teams
- Outlook
Timeline
Chronic Conditions Managment Program Assis
Kaiser Permanente
05.2024 - Current
Emergency Department Clerk
Kaiser Permanente
09.2022 - 04.2024
Pharmacy Clerk
Kaiser Permanente
09.2021 - Current
Cashier Receptionist- Temp
Kaiser Permanente
04.2021 - 09.2021
Member Service Representative
Central California Alliance for Health
07.2020 - 03.2021
Health Services Representative- Extra Help
Santa Clara County Health Systems
06.2020 - 08.2021
Physician Coordinator
Tenet Healthcare Corporation
09.2019 - 06.2020
Long Term Care Coordinator/UM Authorization Technician
Local Initiative Health Authority L.A. Care Health
01.2015 - 07.2019
Patient Access Representative
Southern California Health Care Systems
08.2014 - 01.2015
Appointment Administrator
First Step Dental
02.2010 - 07.2014
Certificate - Anatomy And Physiology
Kaiser Permanente School of Allied Health
Certificate - Medical Terminology
Kaiser Permanente School of Allied Health
Basic Life Support-Certificate
American Heart Association
Certificate - Bilingual Spanish
Kaiser Permanente School of Allied Health
Certificate - Medical Assistant
San Francisco State University
Administrative Assistance III -Certificate
Computer Tutor Business And Technical Institute
High School Diploma -
SIATech Academy
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