Gerianne Garcia
San Antonio,TX
Summary
Dedicated Intake Specialist skilled in assessing patient needs and facilitating seamless service delivery. Collaborates effectively with clinical teams to ensure efficient care coordination while maintaining meticulous records. Committed to enhancing client satisfaction through empathic communication and systematic documentation.
Overview
13
13
years of professional experience
Work History
Intake Coordinator and Patient Service Rep
Pediatric Home Service
San Antonio, TX
09.2021 - 03.2024
- Assessed patient needs and gathered necessary documentation efficiently.
- Communicated with healthcare providers to ensure seamless service delivery.
- Maintained accurate patient records in electronic health systems.
- Collaborated with clinical teams to support care coordination efforts.
- Trained new staff on intake procedures and best practices.
- Coordinated the intake process for new patients, including scheduling initial assessments and providing necessary paperwork.
- Maintained accurate records of patient intakes in electronic database system.
- Adhered to confidentiality guidelines when handling sensitive information about clients.
- Verified client's insurance eligibility and coverage through phone calls and online healthcare platforms.
- Applied HCPC and CPT codes to confirm coverage through insurance and physician-signed documentation.
- Managed incoming and outgoing calls to address and fulfill patient's monthly supply needs.
Intake Coordinator
Romo Medical Equipment, LLC.
San Antonio, TX
06.2015 - 08.2021
- Compiled physical and digital documents, charts and reports to meet business and patient need.
- Answered phone calls to provide assistance, information and medical personnel access to maximize office efficiency.
- Generated and sent medical necessity forms to patients' physicians for review and signature based on insurance policy coverage.
- Conducted patient intake interviews to collect medical information, insurance details and assess patients' need for durable medical equipment company offers.
- Maintained a positive attitude and effectively de-escalated clients during crisis situations.
- Investigated and verified insurance policies to determine claim eligibility and processed files in accordance with instructions.
- Managed an average of 10-15 patients per day and processed a combination of new and existing patient referrals utilizing appropriate adjudication system.
- Used communication skills to build professional relationships with clinics and case managers for referrals.
Customer Service Representative
West Communications Inc.
Universal City, TX
05.2012 - 04.2013
- Answer calls and assist customers in a timely manner regarding existing services or inquiries regarding starting service with respective companies.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Evaluated customer account information to assess current issues and determine potential solutions.
- De-escalated problematic customer concerns, maintaining a calm, friendly demeanor.
- Documented conversations with customers to track requests, problems and solutions.
- Reviewed account and service histories to identify trends and issues.
- Achieved Top Performer recognition in Quality Assurance for Waste Management Project by scoring highest on evaluations.
- Effectively communicated with customers while navigating systems and notating their account.
Customer Service Representative/Call Center Supervisor
Education Management Services
San Antonio, TX
06.2011 - 04.2012
- Answering calls to greet student or potential student and provide information regarding seminars available in their area.
- Respectfully acquire patient's information and input into system in order to make reservation at desired seminar.
- Act as advocate and example for other representatives.
- Evaluate representatives on Quality Assurance.
- Monitor and manage call flow as well as scheduling.
- Used communication skills to assist students as well as manage team of representatives.
- Performed productivity reports and produced documents for tracking and administration.
- Submitted payroll for overnight team members to ensure timely compensation.
- Effectively managed team ranging from 15-25 depending on shift.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Educated customers on special pricing opportunities and company offerings.
Education
High School Diploma -
Eastern Wayne High School
Goldsboro, NC05-2008
Skills
- Client intake
- Patient scheduling
- Insurance verification
- Eligibility review
- Clinical documentation
- Data entry
- Records management
- Records maintenance
- File and data retrieval systems
- Multi-line phone operations
- Empathic communication
- Proficient in Microsoft Office Applications such as Microsoft Excel, Drive, Word and Powerpoint
Timeline
Intake Coordinator and Patient Service Rep
Pediatric Home Service
09.2021 - 03.2024
Intake Coordinator
Romo Medical Equipment, LLC.
06.2015 - 08.2021
Customer Service Representative
West Communications Inc.
05.2012 - 04.2013
Customer Service Representative/Call Center Supervisor
Education Management Services
06.2011 - 04.2012
High School Diploma -
Eastern Wayne High School