Erika Anaya
Sylmar,California
Summary
Dedicated to offering exceptional assistance to team members and clients. Skilled at coordinating appointments, organizing mail and collecting messages to facilitate office communication. Positive and upbeat with strong relationship-building abilities.
Overview
19
19
years of professional experience
Work History
Appointment Clerk
Kaiser Permanente
09.2020 - 07.2023
- - Upholds Kaiser Permanente's Policies and Procedures, Principles of Responsibilities and applicable state, federal and local laws.
- - Operates in a high volume, highly structured call center environment by responding to incoming calls.
- - Determines the type of appointment requested or needed, reviews scheduling mix of various physicians/providers, and them makes appointment utilizing appropriate guidelines.
- - Prioritizes member needs and offers alternatives to members when appropriate.
- - Utilizes superior customer service skills to provide service to members when diffusing difficult member encounters.
- - Uses tact and diplomacy in handling difficult interactions with members.
- - Determine if calls are urgent or emergent by listening to the member, following established guidelines, and then transferring the call to a Registered Nurse when appropriate.
- - Composes messages for physician/providers, Registered Nurses or other medical staff based on member requests.
- - Responds in a courteous and professional manner to general questions, using on-line databases to provide information to any member or other personnel calling the center.
- - Identifies ways to improve quality of service to members and recommends steps used to accomplish these changes.
- - Must perform all of the above duties while meeting established standard of performance for quality and productivity.
- - Performs clerical duties which may include assigning new members a primary care physician, processing self-referral requests, calling patients and booking appointment for specialty appointments, calling members to cancel and reschedule appointments.
- - Principle Job Duties and Skills:
- - Answer incoming calls.
- - Determine type of appointment needed, determine appointment availability and schedule appointments.
- - Prioritize member's need and offer alternatives to member when appropriate.
- - Determine if calls are urgent or emergent and refer to RNs as appropriate following established guidelines.
- - Compose messages to providers or other medical staff based on member requests.
- - Utilize databases to give information to members and other callers as requested.
- - Refer members to eligibility department as appropriate.
- - Notify members of appointment/scheduling changes by telephone as directed.
- - Schedule, reschedule and/or verify appointments.
- - Answer member inquiries.
- - Contact appropriate department to obtain medical record numbers of new enrollees.
- - Assist in resolving problems related to duplicate medical record numbers.
- - Initiate change of physician requests.
- - Initiate change forms for corrected medical record numbers.
- - Verify and update member demographics.
- - Perform on-line inquiry functions.
- - Perform data retrieval of computerized data.
- - Record and maintain activity logs.
- - Clear paper jams and other routine maintenance of printers/copiers.
- - Recommend procedure changes.
- - Train and orient new or less experienced personnel.
- - Serve as resource persons to co-workers and assist in problem solving.
- - Perform other activities and duties as directed.
- - Initiate telephone calls to physicians or other medical office
AR Representative- Billing
Concentra
01.2019 - 08.2020
- Collect payment from customers and accurately record in system
- Communicate with customers/payers to request payment status and arrange payment plans per policy
- Initiate collections on accounts and balances past due
- Collaborate with the A/R Supervisor to reconcile accounts receivable on a periodic basis
- Mail correspondence for standard past due accounts and collections, identify delinquent accounts by reviewing files, and contact delinquent account holders to request payment
- Verify discrepancies and resolve customer billing questions or concerns
- Schedule follow-up reminders while working assigned portfolios
- Post adjustments when necessary and within compliance of company policy
- Requests records when necessary to help settle past due balances
- Carry out billing, collection and reporting activities according to specific deadlines
- Monitor customer account details for non-payments, delayed payments, and other irregularities
- Maintain accounts receivable customer files and records
- Assist with month-end close responsibilities
- Ensure account resolution via communications with employers, insurance companies, TPAs and labs
- Address incoming customer service calls with clients
- Submit employer profile updates and information as necessary
- Process rebills for open or corrected account balances
- Correct insurance information and redirect bills to appropriate payer
- Update employer changes (contact names or address) and resubmit corrected bills
- Document actions in practice management system
- Manage aging reports
- Process correspondence
Laboratory
Universal Diagnostics Laboratories
03.2016 - 03.2018
- Analyze laboratory findings to check the accuracy of the results
- Enter data from analysis of medical tests or clinical results into computer for storage
- Medical Collection and Insurance Billing.
Newco International
04.2012 - 01.2014
- Communicate with customers about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken.
Wells Fargo Bank
09.2004 - 03.2009
- Answer customers' questions, and explain available services such as deposit accounts, bonds, and securities
- Compile information about new accounts, enter account information into computers, and file related forms or other documents
- Inform customers of procedures for applying for services such as ATM cards, direct deposit of checks, and certificates of deposit
- Perform teller duties as required
- Interview customers to obtain information needed for opening accounts or renting safe-deposit boxes
- Investigate and correct errors upon customers' request, according to customer and bank records
- Process loan applications.
Education
High School Diploma -
Sylmar High School
Sylmar, CAundefined
Concorde Career College
North Hollywood, CAundefined
Los Angeles Mission College
Sylmar, CASkills
- High-Volume Call Reception
- Clerical Support
- Warm and Cold Call Expertise
- Cloud-Based File Organization
Languages
Spanish
Native or Bilingual
Timeline
Appointment Clerk
Kaiser Permanente
09.2020 - 07.2023
AR Representative- Billing
Concentra
01.2019 - 08.2020
Laboratory
Universal Diagnostics Laboratories
03.2016 - 03.2018
Newco International
04.2012 - 01.2014
Wells Fargo Bank
09.2004 - 03.2009
High School Diploma -
Sylmar High School
undefined
Concorde Career College
undefined
Los Angeles Mission College
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