EVA COOK
GLENDALE,AZ
Summary
I am a hardworking individual , enthusiastic about learning the Healthcare Administration field inside and out. Interested in pursuing opportunities to learn new skills and contribute to group success. I offer strong administrative, relationship-building and problem-solving abilities. Reliable professional with 30+ years of experience handling people, projects and conflict. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
33
33
years of professional experience
Work History
Admitting Services Representative
Honor Health Sonoran Crossing
06.2023 - Current
- Maintained high customer satisfaction standards to meet or exceed targets.
- Greets patients and the public, providing necessary information in a courteous and professional manner while supporting HIPAA regulations and HonorHealth confidentiality standards. Ensures a positive patient experience by addressing patient questions and concerns in an empathetic and professional manner.
- Processes pre-registered accounts, completes registration and admissions information by obtaining patient demographic, insurance, financial and medical information in accordance to revenue cycle criteria.
- Obtains required signatures on all medical, financial and compliance documents. Prepares supportive paperwork, including patient identification band to assure accurate patient identification in accordance with Red Rule Policies.
- Scans all appropriate documents into the electronic medical and financial record, including patient identification, insurances cards, patient advanced directives, Conditions of Admissions, Financial Agreements, physician orders/scripts and any other pertinent paperwork.
- Responsible for adhering to all third party payer requirements including Medicare, Medicaid, managed care, Blue Cross and commercial plans. Verifies insurance eligibility and coverage and executes appropriate insurance notification procedures. Obtains prior authorization in order to avoid non-compliance, denials and/or penalties to the patient, hospital and physician(s). Initiates notifications to insurances as required. Checks for medical necessity and follows appropriate procedures depending on results. Keeps supervisor and/or lead informed of all unique situations and problem accounts.
- Requests and accepts payments for balances due on accounts upon admission or at the time of discharge, including patient co-payment, deductible, and co-insurance responsibilities and pre-payments for uninsured or underinsured patients.
- Collaborates within the multi-disciplinary health care team to facilitate and ensure patient satisfaction and maximization of reimbursement. Helps with department training when needed.
Admitting Registration Lead
Honor Health Sonoran Crossing
04.2022 - 06.2023
- Registered patients for labs, surgeries and radiology.
- Verified patient details and insurance coverage and collected co-pays.
- Manage and update the shift-to-shift responsibilities of the registration staff, call-outs, shift pick-ups, modify the schedule accordingly.
- Administrative resource for employees & other departments regarding system updates and software applications. I currently cover employee shortages in any area of the Admitting, Emergency & Labor & Delivery Departments staff shortage and/or excessive patient registration volume.
- Assists with the training of department employees, performs registrations in order to stay current on system requirements and ease of use.
- Stay current with knowledge for HIPAA, Federal regulations, state regulations, hospital policy and reimbursement criteria. Serves as a liaison between the Patient Access representatives, Supervisors and Directors.
- Serves as a subject matter expert with the patient access processes in the ADT system and any other systems utilized by Patient Access personnel.
Patient Registration Representative
Honor Health Medical Group Union Hills
07.2021 - 04.2022
- Explained financial responsibilities to patients as well as payment options and potential collection procedures imposed upon patients.
- Secured patient privacy by learning and following HIPAA regulations to keep organization compliant with relevant laws.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Maintained clean and organized workspaces to promote smooth operation and easy access to patient information.
- Set up patients in system by documenting key data, confirming eligibility, and verifying insurance benefits.
- Imaged and scanned patient and registration documentation into electronic patient records.
- Gathered demographic and insurance information to register patients for medical appointments.
- Accurately inputted patient and insurance information into company's computer system using EPIC.
- Prepared patient charts before visits to facilitate easy access to relevant information for healthcare providers.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls..
Lead Bank Teller
Alaska USA Federal Credit Union
11.2018 - 06.2019
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Educated customers on use of banking website and mobile apps.
- Assisted customers with compromised debit cards and issued new credentials.
- Logged cashier's checks and other transactions to maintain accurate account records.
- Counted and packaged currency and coins.
- Reconciled cash drawer and resolved discrepancies.
- Sold and cross-sold bank products to new and existing customers.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Served as primary point of contact for customers, providing assistance with account maintenance and transactions.
- Established rapport with new clients to increase satisfaction and loyalty.
- Executed wire transfers, stop payments and account transfers.
- Generated monthly reports on customer activity and customer feedback.
- Processed applications for new accounts.
Customer Support Specialist
Knox Company
09.2012 - 07.2016
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Responded to customer calls and emails to answer questions about products and services.
- Multitasked to handle diverse customer needs in high-volume [Type] setting, prioritizing tasks to keep up with challenging deadlines.
- Maintained and managed customer files and databases.
- Answered constant flow of customer calls with minimal wait times.
- Processed customer service orders promptly to increase customer satisfaction.
- Researched and identified solutions to technical problems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Created user accounts and assigned permissions.
- Offered assistance in implementing and developing training programs.
- Helped streamline repair processes and update procedures for support action consistency.
- Generated reports to track performance and analyze trends.
Customer Care Executive
American Express
08.1990 - 12.2011
- Communicated with customers to identify needs and expectations.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Maintained and managed customer files and databases.
- Kept accurate records of all customer interactions and transactions.
- Strengthened customer relationships by listening to customer concerns and giving priority to service requirements.
- Collected customer information and analyzed customer needs to recommend potential products or services.
- Took ownership of customers issues to follow problems through to resolution.
- Coordinated timely responses to online customer communication and researched complex issues.
- Evaluated interactions between associates and customers to assess personnel performance.
- Oversaw hiring, orienting and training of customer care staff to facilitate capable workforce.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Launched quality assurance practices for each phase of development
Education
High School Diploma -
Edison High School
Fresno, CA05.1982
Skills
- Patience & Conflict Resolution
- Excellent Customer Service & Listening Skills
- Administrative & Reporting skills
- Technical & Telephone Support
- Time management & Multitasking Skills
- Computer & Technical Skills
Family, Fundraisers, Hiking, Festivals and Reading
As a Family we serve the Community with our Church for Outreach to the Homeless and under-privileged Families,
and fundraising is also part of servicing the community.
Our Youth group and Families, Hike and attends Festivals to expose the young people to different activities and culture.
I have a small home Library and read as much as I can mostly religious and self-help books of interests, sometimes fiction.
Timeline
Admitting Services Representative
Honor Health Sonoran Crossing
06.2023 - Current
Admitting Registration Lead
Honor Health Sonoran Crossing
04.2022 - 06.2023
Patient Registration Representative
Honor Health Medical Group Union Hills
07.2021 - 04.2022
Lead Bank Teller
Alaska USA Federal Credit Union
11.2018 - 06.2019
Customer Support Specialist
Knox Company
09.2012 - 07.2016
Customer Care Executive
American Express
08.1990 - 12.2011
High School Diploma -
Edison High School
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