Eva Castillo

Engaged patients by phone to provide and explain services, address inquiries, and offer guidance on pharmacy and health-related programs and Insurance benefits. Delivered customer support by resolving issues, assisting with program requirements, and maintaining a compassionate approach. Met daily productivity standards through effective call handling, appointment coordination, and accurate data entry. Assessed patient needs and directed them to appropriate services, including diagnostics, referrals, and follow-up care. Documented all interactions accurately in patient charts and software systems, adhering to procedures and confidentiality standards. Supported quality initiatives by assisting patients with required visits and ensuring updated medical documentation and assisted in closure of gaps in care such as STARS, HEDIS and complied with CMS measures. Communicated with patients via phone, email, and to clarify instructions, appointments, and financial responsibilities. Maintained strong attendance and compliance with schedules and administrative expectations.

Assisted in HEDIS and CMS quality initiatives by validating documentation and reviewing charts for completeness of clinical data. Supported insurance companies and quality teams in enhancing documentation accuracy and closing care gaps. Completed diagnostic attestations with focus on coding accuracy and ICD-10 specificity. Verified patient information and clinical details to facilitate accurate health status reporting. Maintained accurate digital and physical charts to prepare for audits and streamline retrieval workflows. Organized patient information to aid in comprehensive data review, including chart targeting, documentation updates, and pre-visit reviews. Collaborated with billing and insurance partners to address discrepancies and improve internal data accuracy. Acted as a liaison between providers, patients, and insurers to promote correct documentation, coding, and follow-up. Managed patient concerns and adjusted workflows to prioritize high-need cases. Oversaw patient scheduling, front-office operations, and appointment workflows to enhance data capture. Directed patient flow to promote timely completion of visits and documentation updates. Maintained inventory, prepared exam rooms, and adhered to regulatory documentation standards.

Assisted patients with registration and appointment scheduling. Supported referral processes and organized medical records. Maintained confidentiality of treatment records. Scheduled appointments for patients through phone and in-person interactions. Guided patients to exam rooms and addressed inquiries. Prepared patients for physicians by explaining procedures. Assisted patients and Physician during treatments. Cleaned and restocked treatment rooms for readiness. Collected patient information, verified insurance, and processed co-payments during check-in. Recorded vital signs and medical histories for numerous patients.