Erminia Jimenez
Tomball,TX
Summary
Motivated professional with several years of experience juggling multiple priorities to keep company running smoothly. Communicative team leader possessing outstanding time management and documentation abilities. Polished in overseeing employee performance and guiding and motivating new talent.
Overview
13
13
years of professional experience
Work History
Practice Lead
Houston Methodist
02.2024 - Current
- Oversaw daily operations across three departments, including Medicine, Gastroenterology, and Generalist, ensuring alignment with organizational goals and efficient execution of departmental initiatives.
- Managed weekly reporting of key performance metrics to upper management, providing insights on trends, progress, and areas for improvement to drive strategic decision-making.
- bi-weekly team meetings to track progress, address challenges, and ensure all agents were aligned with ongoing projects and organizational priorities.
- Facilitated monthly meetings with clinic managers to ensure cross-departmental collaboration, streamline workflows, and discuss progress on initiatives impacting both clinical and operational outcomes.
- Coordinated interdepartmental communication to maintain a cohesive approach across departments and clinics, ensuring timely follow-up on action items and achievement of key performance indicators.
- Identified opportunities for process improvements, optimizing team workflows and driving greater efficiency and productivity across multiple departments.
- Utilized Cisco Finesse for managing incoming calls from patients.
- Entering patient data with EPIC software.
- Booked office visits for patients with designated doctors.
- Ensured accuracy of patient records.
- Validated patient insurance with EPIC system RTE.
- Process incoming referrals with assigned providers.
- Handle high volume of calls.
- Managed concurrent calls effectively while completing insurance verifications promptly.
- Monitoring performance metrics of agents.
- Worked with team members and management to identify process improvements.
- Trained new agents on call center policies.
- Assisted team members consistently during peak times.
- Regularly performing appointment audits to verify accurate scheduling.
- Evaluated call performance of agents.
- Facilitated communication and coordination among managers.
- Proofread documents prior to distribution to ensure accuracy of content.
- Provide coaching to agents on meeting and exceeding performance metrics.
- Identified team members' growth opportunities via personalized sessions.
Senior Patient Access Representative
Houston Methodist Hospital Continuing Care
Katy, TX
05.2023 - 02.2024
- Utilized Cisco Finesse for managing incoming calls from patients.
- Entering patient data with EPIC software.
- Booked office visits for patients with designated doctors.
- Ensured accuracy of patient records.
- Validated patient insurance with EPIC system RTE.
- Process incoming referrals with assigned providers.
- Handle high volume of calls.
- Managed concurrent calls effectively while completing insurance verifications promptly.
- Ensuring agents are meeting metrics
- Worked with team members and management to identify process improvements.
- Training new agents on call center policies , procedures m and customer service
- Assisted team members consistently during peak times.
- Regularly performing appointment audits to verify accurate scheduling.
- Evaluated call performance of agents.
- Facilitated communication and coordination among managers.
- Proofread documents prior to distribution to ensure accuracy of content.
- Provide coaching to agents on meeting and exceeding performance metrics.
- Identified team members' growth opportunities via personalized sessions.
Patient Access Representative
Houston Methodist Continuing Care
Houston, TX
11.2020 - 05.2023
- Answering patient phone calls using the Cisco Finesse system,
- Documenting patient information using EPIC
- Scheduling patients for office visits with requested physicians
- Verifying/ updating patient demographics
- Verifying patient insurance using EPIC system RTE or third party verification
- Register incoming referrals with corresponding providers
- Manage large call volume
- , Multi-task calls while verifying insurance in timely manner
- Obtain referrals from Primary care physicians
- Request and obtain medical records from outside providers
- Marketing emails - Online Patient appointment request, Exceeding call center metrics such as time
- Hold time, and customer satisfaction scores
- Collaborating with Team members and management to identify and implement improvements
- Training new agents on call center policies, procedures m and customer service,
- Answering calls promptly and efficiently while providing support and assistance to other agents as needed.
Patient Access Representative
Houston Methodist Hospital The Woodlands - Houston Methodist Debakey Cardiology
Houston
- Manage large call volume,
- Multi-task calls while verifying insurance in timely manner
- Obtain referrals from Primary care physicians
- Request and obtain medical records from outside providers
- Answering patient phone calls using the Cisco Finesse system,
- Documenting patient information using EPIC
- Scheduling patients for office visits with requested physicians
- Verifying/ updating patient demographics
- Verifying patient insurance using EPIC system RTE or third party verification
- Register incoming referrals with corresponding providers
- Manage large call volume
- , Multi-task calls while verifying insurance in timely manner
- Obtain referrals from Primary care physicians
- Request and obtain medical records from outside providers
- Marketing emails - Online Patient appointment request, Exceeding call center metrics such as time
- Hold time, and customer satisfaction scores
- Collaborating with Team members and management to identify and implement improvements
- Training new agents on call center policies, procedures m and customer service,
- Answering calls promptly and efficiently while providing support and assistance to other agents as needed.
Patient Access Representative
Memorial Hermann Spring CCC
10.2018 - 11.2020
- Greeting patients upon arrival,
- Register patients
- collect demographics
- verify insurance coverage
- collect copays
- Respond quick for medical emergencies
- Relay information between patients, staff and family members to provide necessary updates
- Prioritize the order of care for patients
- Answering patients questions, concerns and issues
- Communicate effectively with EMT’s /Paramedics to gather necessary information regarding patients they have brought in
- Maintain knowledge in all areas outpatient imaging, emergency room and bed placement
- Covid screening
- Assist outpatient imaging/register/collect copayment
Check Out / Insurance Verification
Healing Hearts Clinic
04.2015 - 10.2018
- Check in/out
- collect personal, medical, and insurance information
- Provide full insurance benefits for 5 healthcare providers
- Answer incoming calls for all providers/schedule appointments
- Confirm patient appointments for next business day
- Verify insurance and precertification requirements for multiple insurance carriers
- Coordinate and transfer all needed patient information with hospitals and doctors office
- Schedule outpatient office and hospital testing accordingly
- Obtain insurance referrals for patients requiring follow ups with specialists by calling insurance
- Collect co-payments
Assistant Manager/Front Desk
Element Dental
Conroe, Texas
04.2012 - 12.2014
- Check in/out
- Answer multi-line phone
- Organize schedule for employee’s duties for the day
- Arrange monthly employee’s monthly schedules
- Billing: Patient statement and collections; insurance billing and payment posting,
- Send out insurance and Medicaid claims at the end of the day
- Update daily patient records, Verification of insurance benefits over the phone,
- Presented financing options for patients using dental banc or care credit
Education
Diploma -
Willis High School
01.2007
Skills
- English
- Spanish
- HIPAA Compliance
- Multitasking and Organization
- Customer Service
- Insurance Company Knowledgeable
- Registration Management
- Quality Assurance
- Registration and Admissions
- Problem-Solving
- Appointment Scheduling
- Training Coordination
- Insurance Verification
- Work Quality Evaluation
- Medical Terminology
- Team Collaboration
- Call Screening
References
- Elbert Kwak, Doctor, (917) 685-8097
- Veronica Mejia, 936-650-1109
- Chavondria Williams, 832-359-4704, Phlebotomist
Languages
Spanish
Native/ Bilingual
English
Native/ Bilingual
Timeline
Practice Lead
Houston Methodist
02.2024 - Current
Senior Patient Access Representative
Houston Methodist Hospital Continuing Care
05.2023 - 02.2024
Patient Access Representative
Houston Methodist Continuing Care
11.2020 - 05.2023
Patient Access Representative
Memorial Hermann Spring CCC
10.2018 - 11.2020
Check Out / Insurance Verification
Healing Hearts Clinic
04.2015 - 10.2018
Assistant Manager/Front Desk
Element Dental
04.2012 - 12.2014
Patient Access Representative
Houston Methodist Hospital The Woodlands - Houston Methodist Debakey Cardiology
Diploma -
Willis High School