Summary
Overview
Work History
Education
Skills
Timeline
Generic

Heather Torres

Pinellas Park,FL

Summary

Proven leader in healthcare administration, adept at enhancing patient access services and streamlining registration processes at All Florida Orthopaedic / FOI. Excels in HIPAA compliance and team management, significantly improving patient satisfaction and operational efficiency. Demonstrates a strong ability to foster team collaboration and drive results through strategic planning and effective problem-solving.

Overview

25
25
years of professional experience

Work History

Patient Access Supervisor

All Florida Orthoaedic / FOI
12.2011 - 08.2024
  • Implemented quality assurance measures to ensure that patient access processes adhered to policies and industry best practices for optimal service delivery.
  • Streamlined patient registration process by implementing efficient workflows and reducing wait times.
  • Served as a liaison between patients, physicians, and administrative staff to address concerns or questions related to registration or billing issues effectively.
  • Served as a key resource for senior leadership in developing strategic plans for the growth and expansion of Patient Access services, contributing valuable insights based on firsthand experience managing daily operations.
  • Conducted regular performance reviews for staff members, providing constructive feedback and setting goals for future growth and development.
  • Championed a culture of continuous improvement by encouraging staff members to share ideas and suggestions that could enhance overall departmental performance or patient satisfaction rates.
  • Optimized staff scheduling to maintain adequate coverage during peak hours, minimizing patient wait times and improving service quality.
  • Enhanced patient satisfaction with improved communication strategies and timely resolution of issues.
  • Managed day-to-day operations of the Patient Access department, ensuring all tasks were completed accurately and in a timely manner.
  • Maintained compliance with all relevant regulations including HIPAA guidelines on patient privacy protection while handling sensitive information during registration processes.
  • Oversaw staff recruitment efforts, selecting top talent to join the team and contribute to the department''s success.
  • Developed a comprehensive training program for new employees, ensuring thorough understanding of job responsibilities and hospital policies.
  • Facilitated cross-functional collaboration between departments to streamline processes and provide seamless patient care services.
  • Improved revenue cycle management by overseeing accurate insurance verification processes, reducing billing errors, and ensuring prompt payment collection from patients.
  • Stayed calm under pressure to and successfully dealt with difficult situations.
  • Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
  • Monitored and inspected staff processes to eliminate hazards posed for both residents and staff while ensuring continuous compliance with regulations.
  • Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
  • Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
  • Communicated with patients, ensuring that medical information was kept private.
  • Implemented performance metrics to track department productivity, identifying areas for improvement and driving overall efficiency gains.
  • Reduced employee turnover rate by fostering a positive work environment and providing ongoing support for professional development opportunities.
  • Established strong relationships with insurance providers through effective communication channels to expedite claim processing activities when necessary.
  • Coordinated patient scheduling, check-in, check-out and payments for billing.
  • Checked patient insurance, demographic, and health history to keep information current.
  • Helped patients complete necessary medical forms and documentation.
  • Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
  • Managed high call volumes, directing calls to appropriate departments while maintaining a polite and professional demeanor.
  • Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
  • Maintained current and accurate medical records for patients.
  • Enhanced patient satisfaction by efficiently managing the front desk operations and addressing inquiries in a timely manner.
  • Developed strong relationships with patients, fostering loyalty and trust in the practice''s services.
  • Assisted healthcare providers with administrative tasks, enabling them to focus on quality patient care.
  • Streamlined appointment scheduling for improved patient flow and reduced wait times.
  • Coordinated specialist referrals for patients requiring additional care, facilitating efficient transfer of medical records as needed.
  • Supported office staff and operational requirements with administrative tasks.
  • Handled billing procedures accurately, ensuring prompt payment from both patients and insurance providers.
  • Facilitated effective communication between patients, medical staff, and insurance companies to ensure seamless coordination of care.
  • Managed patient appointments efficiently, reducing wait times significantly.
  • Streamlined office communication by effectively coordinating between doctors and nurses.

Front Desk Receptionist and Billing

Dr. Fred Ferderigos
10.2010 - 12.2011
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
  • Scheduled, coordinated and confirmed appointments and meetings.
  • Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
  • Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
  • Enhanced customer satisfaction by providing efficient and professional front desk services.
  • Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
  • Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
  • Developed strong working relationships with team members, fostering a positive work environment.
  • Completed data entry and filing to keep records updated for easy retrieval.
  • Expedited check-in and check-out procedures for patients, ensuring seamless experiences during their visits.
  • Resolved customer issues quickly and notified supervisor immediately when problems escalated.
  • Resolved billing discrepancies promptly with thorough attention to detail, fostering trust between clients and the organization.
  • Compiled and submitted daily reports on front desk activities, offering insights for process improvements.
  • Maintained strict confidentiality of sensitive information, upholding privacy standards.
  • Improved office efficiency with diligent management of appointment scheduling and calendar coordination.
  • Provided basic technical support for front office equipment, minimizing downtime.
  • Streamlined check-in processes, reducing wait times for patients.
  • Implemented more efficient mail distribution system, ensuring timely delivery of correspondence to staff.
  • Enhanced team knowledge by sharing best practices in customer service and front desk operations during meetings.
  • Improved communication flow by establishing daily briefing for front desk and administrative staff.
  • Facilitated smooth communication between departments by accurately relaying messages and information.
  • Contributed to team effort by accomplishing related results as needed, fostering collaborative work environment.
  • Resolved customer problems and complaints.
  • Handled assignments independently with good judgement and critical thinking skills.
  • Operated multi-line telephone system to answer and direct high volume of calls.
  • Routed incoming mail and messages to relevant personnel without delay.
  • Balanced employee availability, customer schedules, and maximum load levels when scheduling appointments.

Front Desk Receptionist

Florida Med Center
02.2000 - 10.2010
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
  • Scheduled, coordinated and confirmed appointments and meetings.
  • Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
  • Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
  • Enhanced customer satisfaction by providing efficient and professional front desk services.
  • Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
  • Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
  • Developed strong working relationships with team members, fostering a positive work environment.
  • Completed data entry and filing to keep records updated for easy retrieval.
  • Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
  • Resolved customer issues quickly and notified supervisor immediately when problems escalated.
  • Completed all tasks in compliance with company policies and procedures.
  • Maintained confidentiality of sensitive data to protect customer and business information.
  • Maintained accurate records of visitor logs for security purposes and compliance with company policies.
  • Resolved billing discrepancies promptly with thorough attention to detail, fostering trust between clients and the organization.
  • Organized and maintained files and records to ensure up-to-date documentation.
  • Compiled and submitted daily reports on front desk activities, offering insights for process improvements.
  • Improved communication flow by establishing daily briefing for front desk and administrative staff.
  • Maintained strict confidentiality of sensitive information, upholding privacy standards.
  • Increased customer satisfaction by promptly addressing and resolving inquiries and concerns.
  • Provided basic technical support for front office equipment, minimizing downtime.
  • Contributed to team effort by accomplishing related results as needed, fostering collaborative work environment.
  • Greeted visitors warmly, creating positive first impression of organization.

Education

GED -

Clearwater High School
Clearwater, FL
1993

Skills

  • HIPAA Compliance
  • Effective problem solving
  • Team Management
  • Insurance Verification
  • Appointment Scheduling
  • Revenue Cycle Management
  • Customer Service
  • Multitasking and Organization
  • Team Collaboration
  • Team Leadership
  • Money Handling
  • Patient check-in
  • Patient Education
  • Registration and Admissions
  • Relationship Building
  • Phone and Email Etiquette
  • Flexible Schedule
  • Patient Registration
  • Medical Terminology
  • Insurance Billing
  • Payment Processing
  • Eligibility Determination
  • Training Coordination
  • Information Collection
  • EMR
  • Medical Billing
  • Scheduling Diagnostic Procedures
  • Fee Collection
  • Referral Coordination
  • Teamwork and Collaboration
  • Time Management
  • Attention to Detail
  • Reliability
  • Critical Thinking
  • Employee Supervision
  • Schedule Management
  • Employee Performance Evaluations
  • Employee Work Scheduling
  • Adaptability

Timeline

Patient Access Supervisor

All Florida Orthoaedic / FOI
12.2011 - 08.2024

Front Desk Receptionist and Billing

Dr. Fred Ferderigos
10.2010 - 12.2011

Front Desk Receptionist

Florida Med Center
02.2000 - 10.2010

GED -

Clearwater High School

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Heather Torres