Iselda Casanova
Oakland,FL
Summary
Consumer Access Sr Specialist with 10 years of experience in healthcare administration and 15+ customer service, adept at managing patient data, scheduling, and billing, particularly proficient with Epic software. Demonstrate a strong ability to lead and educate teams, ensuring adherence to policies while enhancing patient financial interactions. Committed to improving patient services with team members and operational efficiency in a healthcare setting while all so extending the healing ministry of Christ. Experienced with specialized tasks and processes integral to role. Utilizes advanced analytical skills to enhance operational efficiency. Track record of implementing strategic initiatives and driving team success.
Overview
18
18
years of professional experience
Work History
Consumer Access Sr Specialist
Adventhealth
11.2023 - Current
- Created accurate estimates to maximize up-front cash collections and adds collections documentation where required
- Calculated patients' co-pays, deductibles, and co-insurance. Provides patients with personalized estimates of their financial responsibility based on their insurance coverage or eligibility for government programs prior to service for both inpatient and outpatient services
- Advises patients of expected costs and collects payments or makes appropriate payment agreements in adherence to the AdventHealth TOS Collection Policy
- Utilized knowledge of and performs and educates team members on Guest Services functions to ensure the smooth operation of the Guest Services/Information department if applicable
- Worked complex accounts and manages escalations from Consumer Access Representatives and Consumer Access Specialists
- Meet attendance and punctuality requirements. Exhibits effective time management skills by monitoring time and attendance to limit use of unauthorized overtime.
- Contacted insurance companies by phone, fax, online portal, and other resources to obtain and verify insurance eligibility and benefits and determine extent of coverage within established timeframe before scheduled appointments and during or after care for unscheduled patients
- Meet or exceeds accuracy standards and ensures integrity of patient accounts by working error reports as requested by leadership and entering appropriate and accurate data
- Completed Medicare Secondary Payer Questionnaire for Medicare beneficiaries
- Properly identifies patients, ensures armband accuracy, inputs demographics information, and secures the required forms to ensure compliance with regulatory policies
- Ensured patient accounts are assigned the appropriate payor plans
Patient Registration Coordinator
Centra Care Adventhealth
12.2022 - 11.2023
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Checked patient insurance, demographic and health history to keep information current.
- Disseminated sensitive patient information and coordinated with translators to offer personalized service to individuals from diverse backgrounds.
- Transcribed phone messages and relayed to appropriate personnel.
- Organized paperwork such as charts and reports for office and patient needs.
- Managed multi-line phone system and pleasantly greeted patients.
- Supported office staff and operational requirements with administrative tasks.
- Helped patients complete necessary medical forms and documentation.
- Maintained current and accurate medical records for patients.
- Kept waiting room neat and organized by stacking magazines, removing trash and cleaning glass.
Patient Registration Representative
CareSpot Urgent Care
10.2021 - 11.2022
- Greeted patients and responded to calls, addressing needs promptly
- Oversaw patient registration, verifying insurance information
- Utilized patient queuing system to manage wait times
- Gathered patient feedback to enhance service quality
- Managed daily financial transactions, ensuring accurate billing and reconciliation
- Entering new patients into the patient database
- Made follow up appointments for patients and work comp patients
- Collected copays and contracted rates from patients
- Audited charts for completeness and obtaining any missing information from the clinical team
Collector/Sales
Exploria Resorts
10.2016 - 07.2020
- Counseled and assisted current customers in determining their best payment option(s) in an effort to bring their existing store credit card payments up-to-date. Sales assisted and upgraded units.
- Tactfully resolved challenging situations professionally and calmly in a firm but friendly manner often with irate customers.
- Consistently ranked in the top 10 percent of collection agents.
- Researched overdue account balances.
- Achieved monthly collection goals.
- Documented all collection attempts accurately and truthfully.
- Addressed discrepancies and processed credits and refunds when required and approved by department manager.
- Successfully resolved over 50 percent of assigned HOA deficiency collections.
Receptionist
Clermont Health and Rehabilitation Center
06.2014 - 07.2016
- Greet visitors and direct to appropriate room/unit or office.
- Answer the telephone and direct caller to appropriate individual; operate paging system.
- Provide callers with information about the facility, such as, address, directions, fax numbers, facility/Company website and other related information.
- Maintain petty cash funds and provide to residents.
- Maintain lists and files and perform clerical/administrative support.
- Responsible for incoming and outgoing mail.
- Hand out and collect applications from applicants.
- Receive, sort and forward incoming mail. Coordinate the pick-up and delivery of express mail services (FedEx, UPS, etc.).
Customer Service Representative
Publix
05.2007 - 05.2013
- Provide a fast friendly check out service
- Implemented new customer service strategies successfully, increasing customer satisfaction
- Responsible for solving customer complaints and providing information regarding products
- Used computerized systems that involve distributing and accounting for funds
- Solve billing problems and handled customer inquiries
- Responsible for balanced cash draw at close of shift
- Responsible for back up inventory ordering and shelf stocking
- Trainer for cashiers
Education
High school diploma - undefined
West Orange High School
05.2007
Medical administration certificate - undefined
West side tech
Winter Garden, FL05.2007
Skills
- Good telephone etiquette (Expert)
- Effective verbal and written communication skills
- Can speak and write in Spanish
- Medical billing
- Management
- Medical terminology
- Medical records
- Medical scheduling
- Well-honed time and stress management skills
- Sound work ethics and flexibility
- Proficient in Microsoft Word, Excel, and Access (10 years)
- Medical office experience
- Leadership
- Computer skills
- Insurance verification
- Medical coding
Languages
Spanish (Expert)
Timeline
Consumer Access Sr Specialist
Adventhealth
11.2023 - Current
Patient Registration Coordinator
Centra Care Adventhealth
12.2022 - 11.2023
Patient Registration Representative
CareSpot Urgent Care
10.2021 - 11.2022
Collector/Sales
Exploria Resorts
10.2016 - 07.2020
Receptionist
Clermont Health and Rehabilitation Center
06.2014 - 07.2016
Customer Service Representative
Publix
05.2007 - 05.2013
High school diploma - undefined
West Orange High School
Medical administration certificate - undefined
West side tech
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