Summary
Overview
Work History
Education
Skills
Timeline
Generic

Ibonne S. Guillen

Patient Access 3
Lake Ridge,VA

Summary

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level as a Patient Access 3 position. Ready to help team achieve company goals.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

To leverage my expertise in patient access and customer service to excel in the role of Patient Access Associate 4. Dedicated to efficiently managing patient admissions, scheduling medical procedures, and ensuring accurate insurance verification. Committed to providing financial counseling to patients and contributing to a safe and supportive care environment, ultimately driving team success.

Overview

18
18
years of professional experience
1
1
Language

Work History

Patient Access Representative 3

INOVA
05.2018 - Current
  • Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
  • Improved patient satisfaction scores by actively addressing concerns and providing prompt assistance during the check-in process.
  • Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
  • Contributed to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.
  • Increased efficiency in managing high call volumes by developing effective phone triage techniques for prioritizing urgent matters.
  • Collaborated with healthcare providers to ensure timely appointment scheduling and coordinated follow-up care for patients'' needs.
  • Trained new hires on department procedures, policies, and software systems, ensuring consistent quality service delivery from all team members.
  • Provided excellent customer service to patients and medical staff.
  • Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
  • Demonstrated excellent problem-solving skills by identifying potential bottlenecks within the registration process and implementing effective solutions to address them.
  • Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
  • Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
  • Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
  • Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
  • Stayed calm under pressure to and successfully dealt with difficult situations.
  • Providing excellent customer service by promptly answering patient inquiries.
  • Answered incoming calls, scheduled appointments.


Patient Access Representative 2

INOVA
04.2019 - 03.2023
  • Improved patient satisfaction scores by actively addressing concerns and providing prompt assistance during the check-in process.
  • Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
  • Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
  • Admits patients, conducts insurance verifications. Ensures patient safety by demonstrating effective problem solving and effective communication skills. Engages in active listening when dealing with a customer complaints.
  • Expresses sincere concern and empathy when dealing with customer complaints.
  • Accesses appropriate systems/services to confirm insurance coverage or other means of payment.
  • Communicates scheduling changes to patients, staff, physicians and patient representatives in a timely and professional manner.
    Identifies and communicates payroll authorization and referral requirements to patients.
  • Explains insurance benefits and patient liability by using appropriate communication methods/styles.
  • Reports safety hazards/violations and takes appropriate action to protect the environment and guests until help arrives – if necessary.
    Delivers an acceptable volume of work with high levels of accuracy while improving inefficiencies and minimizing repetitive errors by revising current workflow procedures.
  • Recognizes when a problem needs to be elevated for resolution and involves others in the problem solving process when additional input is needed.

Patient Access Representative 1

INOVA
06.2018 - 03.2019
  • Participated in ongoing professional development opportunities to patient access services.
  • Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
  • Responsible for financial counseling and insurance verification, and notification to patients and/or guardians of financial responsibility. Identifies and communicates payer authorizations and referral requirements.
  • Communicates scheduling changes to patients, staff, physicians and patient representatives in a timely and professional manner.
  • Explains insurance benefits and patient liability by using appropriate communication methods/styles.
  • Stayed calm under pressure to and successfully dealt with difficult situations.
  • Providing excellent customer service by promptly answering patient inquiries.
  • Greeted and assisted patients with check-in procedures.
  • Provided excellent customer service to patients and medical staff.

Internal Ambassador - Receptionist

MHS - INOVA Contractor
02.2016 - 05.2018


  • Responsible for welcoming guest to and/or from the hospital and local areas in a friendly, efficient and courteous manner.
  • Responsible for assisting with guest inquires, directions, orientation, and initial questions regarding the facility or services.
  • Reception and customer service (ultrasound, and Surgery Centers on IFMC).

Certified Home Care Aide

BG HEALTHCARE INC.
03.2012 - 02.2016
  • Monitored client progress and documented changes in condition, effectively communicating with healthcare professionals as needed.
  • Provided emotional support for clients and family members, fostering a positive and supportive environment.
  • Offered nutritious meal planning and preparation services, catering to individual dietary restrictions or preferences as needed.
  • Organized recreational activities that aligned with each client''s interests and abilities, enhancing overall well-being through enjoyable pastimes.
  • Offered respite care for families, allowing them much-needed breaks from caregiving responsibilities while ensuring their loved ones received appropriate support.
  • Assisted clients with activities of daily living, improving their overall quality of life.
  • Demonstrated proficiency in using assistive devices such as wheelchairs or lifts when required, safeguarding both the client''s health and personal dignity during transfers.
  • Enhanced client satisfaction by providing compassionate and personalized care.
  • Promoted independence among clients through adaptive strategies and techniques.
  • Increased client safety by implementing fall prevention measures and maintaining a clean, organized living space.
  • Assisted disabled clients to support independence and well-being.
  • Administered medication as directed by physician.
  • Reported unusual or urgent circumstances in patients' condition or environment immediately to nurse supervisor.
  • Followed nutritional plans to prepare optimal meals.
  • Monitored client health by performing routine pulse, temperature and blood pressure checks.
  • Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.

Production Department Management Assistant

CREDINFORM INTERNATIONAL S.A. BOLIVIA – INSURANCE
09.2006 - 11.2010
  • Supervisor Sales - SOAT Department (Compulsory Insurance against Road Traffic Crashes
  • Staff Supervision.
  • Training the new employees and help them to have a much better production.
  • Entry data forms to the company system.
  • Accountant Assistant.
  • Preparation and processing of insurance contracts.
  • Processing and payment of checks to the associates (Doctors, lawyers and others).
  • Production Department Assistant Manager.
  • Preparation and processing of insurance contracts.
  • Verify and corrected the documents and verify all the signatures.
  • Streamlined office operations for enhanced productivity with organized filing systems and task prioritization.
  • Elevated company reputation through meticulous attention to detail in all aspects of work output.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Applied proper codes to invoices, files, and receipts to keep records organized and easily searchable.
  • Maintained clean and organized files by keeping accounts payable records up-to-date.
  • Processed payments and documents such as invoices, journal vouchers, employee reimbursements, and statements.

Education

No Degree - Patient Care: First AID, Adult CPR, Others

BJ's Healthcare Services INC
05.2001 -

No Degree - Accounting And Business Management (Not Completed)

UMSS
Cochabamba - Bolivia
05.2001 -

Executive Secretary -

IDEM
Cochabamba - Bolivia
05.2001 -

High School Diploma -

CEIVO
Cochabamba - Bolivia
05.2001 -

Skills

Customer Service

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Timeline

Patient Access Representative 2

INOVA
04.2019 - 03.2023

Patient Access Representative 1

INOVA
06.2018 - 03.2019

Patient Access Representative 3

INOVA
05.2018 - Current

Internal Ambassador - Receptionist

MHS - INOVA Contractor
02.2016 - 05.2018

Certified Home Care Aide

BG HEALTHCARE INC.
03.2012 - 02.2016

Production Department Management Assistant

CREDINFORM INTERNATIONAL S.A. BOLIVIA – INSURANCE
09.2006 - 11.2010

No Degree - Patient Care: First AID, Adult CPR, Others

BJ's Healthcare Services INC
05.2001 -

No Degree - Accounting And Business Management (Not Completed)

UMSS
05.2001 -

Executive Secretary -

IDEM
05.2001 -

High School Diploma -

CEIVO
05.2001 -

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