Iva Reyes
PO Box,AZ
Summary
Organized Office Manager with noted experience in administrative management. Adept at enhancing Patient Registration processes and staff performance at Hopi Health Care Center. Skilled in HIPAA compliance and team leadership. Prioritize projects and multitask effectively to achieve project goals. Methodical and detail-oriented team player with expertise in team leadership. Offering these skills and strong work ethic.
Overview
20
20
years of professional experience
Work History
Acting Patient Registration Supervisor
Hopi Health Care Center
04.2023 - Current
- Established strong working relationships with healthcare providers and insurance companies, promoting seamless coordination of patient registration processes.
- Assisted in recruiting top-tier talent for open positions within the Patient Registration team, contributing to increased overall performance levels.
- Identified opportunities for cost-saving measures within the department without compromising on quality or efficiency of services provided.
- Resolved complex patient registration issues promptly and professionally, maintaining positive relationships with patients and their families.
- Served as a liaison between patients, insurance providers, and medical professionals, ensuring accurate billing information was collected and communicated effectively.
- Conducted regular audits on patient records to maintain accuracy and integrity of information entered into the system.
- Implemented a new digital registration system, increasing efficiency and accuracy of records management.
- Developed performance metrics for the Patient Registration team, driving continuous improvement initiatives.
- Maintained departmental compliance with relevant state and federal regulations, ensuring ongoing adherence to required standards.
- Organized staff schedules to optimize coverage during peak hours while minimizing overtime costs for budget control purposes.
- Facilitated cross-departmental communication to ensure seamless coordination during high-volume periods or emergencies.
- Reduced errors in patient data entry by implementing thorough training programs for all team members.
- Led a team of patient registration staff, ensuring consistent quality service and adherence to hospital protocols.
- Collaborated with other department supervisors to improve overall hospital operations and patient satisfaction.
- Evaluated existing workflows and implemented improvements to increase overall productivity within the department.
- Mentored junior staff members, fostering professional growth and development within the department.
- Conducted regular performance evaluations for direct reports, providing constructive feedback aimed at promoting personal development.
- Coordinated staff training sessions on regulatory changes or updated software systems as needed to remain current in industry best practices.
- Managed sensitive patient information with utmost discretion and compliance with HIPAA regulations.
- Gathered demographic and insurance information to register patients for medical appointments.
- Verified insurance coverage to confirm patient coverage for necessary medical services.
- Imaged and scanned patient and registration documentation into electronic patient records.
- 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.
- Explained financial responsibilities to patients as well as payment options and potential collection procedures imposed upon patients and other responsible parties.
- Set up patients in system by documenting key data, confirming eligibility, and verifying insurance benefits.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Monitored front areas so that questions could be promptly addressed.
Lead Contact Representative
Hopi Health Care Center
04.2023 - Current
- Served as a knowledgeable resource for both colleagues and customers, providing expert guidance on company policies and procedures.
- Boosted customer satisfaction by addressing inquiries and resolving issues efficiently.
- Evaluated existing processes and systems, recommending improvements that increased efficiency within the department.
- Assisted in the creation of performance metrics to ensure continuous improvement in customer service efforts.
- Collaborated with cross-functional teams to provide comprehensive solutions for complex customer concerns.
- Contributed to the development of departmental goals and objectives, aligning individual efforts with company-wide initiatives.
- Facilitated open lines of communication between management and staff members to foster a collaborative work environment conducive to success.
- Provided constructive feedback to team members, promoting personal growth and professional development within the department.
- Implemented new training procedures, resulting in higher quality service from team members.
- Enhanced overall team performance by sharing best practices and initiating ongoing training opportunities for staff members.
- Maintained detailed records of customer interactions, ensuring accurate documentation and tracking of all requests.
- Mentored junior contact representatives, providing guidance on best practices and techniques for successful customer engagement.
- Managed high call volumes, prioritizing tasks to provide timely assistance to customers.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Trained new personnel regarding company operations, policies and services.
- Sought ways to improve processes and services provided.
- Cross-trained and provided backup support for organizational leadership.
- Completed interviews for daily patient check-ins in a hospital setting for Outpatient, ER, Optometry, Dental, Radiology, Laboratory, Physical Therapy, Public Health Nursing, Nutrition, and Social Services with patients in person or by phone to update patient demographic information utilizing RPMS/EHR/BRPM (aka Moonwalk) programs.
- Obtained standardized hospital and financial forms (ROI/AOB/NPP/Agreement to Pay) for billing purposes.
- Record and track daily duties for personal and departmental performance improvement.
- Research, verify alternate resources (Private Insurance, Medicaid, Medicare, Workman's Comp, VA benefits), and correct billing information for rejected claims for Purchased Referred Care and Patient Business Office.
- Initiate Prior Authorizations for ER visits, Admissions, Outpatient visits, Radiology and Physical Therapy when necessary.
- Worked a rotating shift that included days, nights, weekends, and Holidays; often volunteering to cover shifts when needed.
- Verified alternate resources (Private Insurance, Medicaid, Medicare, Workman's Comp, VA benefits) for patients checking in within set time limits for services provided.
- Generate and complete Birth/Death certificates online with the help of AZ State Vital Records & Navajo County utilizing DAVE/EBRS systems.
- Cross-trained and backed up other Business Office managers.
Accounting Technician
Hopi Health Care Center
10.2022 - 04.2023
- Enhanced financial accuracy by diligently reconciling accounts, identifying discrepancies, and resolving issues promptly.
- Applied proper codes to invoices, files, and receipts to keep records organized and easily searchable.
- Reduced errors in financial reporting through meticulous attention to detail and thorough review of financial statements.
- Reviewing and classifying data/transactions for consistency.
- Examining and processing vouchers, purchase orders or payments.
- Identifying and closing out overdue/aged (30-day, 60-day, 90-day, and 120-day) accounting transactions.
- Assisted with Customer bill payments, records organization and preparation, and other office duties to support financial and accounting operations.
- Updating, checking and analyzing financial records.
- Answer vendor questions by researching accounts.
- Contributed to successful audits with comprehensive preparation of supporting documentation and effective communication with external auditors.
- Facilitated smooth financial operations by processing invoices accurately and efficiently, avoiding late payment penalties or disputes.
- Stayed on top of applicable federal and state requirements to minimize legal and financial risks.
- Collaborated effectively with cross-functional teams to support organizational goals through accurate financial analysis and strategic planning assistance.
- Ensured data integrity in financial systems through regular audits, system updates, and adherence to internal control policies.
- Strengthened decision-making processes by providing key stakeholders with accurate financial reports on a timely basis.
- Ensured compliance with financial regulations by staying current on industry best practices and keeping abreast of changes in relevant laws.
- Supported management by processing invoices and documents with consistent on-time delivery.
- Gathered, evaluated and summarized account data in detailed financial reports.
- Generated invoices upon receipt of billing information and tracked collection progress.
- Presented audit findings to accounting manager after reviewing results and paperwork.
- Effectively communicated with clients about payment needs and kept updated, detailed and accurate ledgers.
Contact Representative
Hopi Health Care Center
05.2016 - 10.2022
- Adapted communication style based on individual preferences or cultural backgrounds of clients, ensuring clear understanding from both parties.
- Managed high volume of inbound calls daily, maintaining composure under pressure while providing top-notch service to clients.
- Provided exceptional service by proactively addressing customers'' needs and concerns.
- Improved customer satisfaction by resolving issues efficiently and professionally.
- Completed interviews for daily patient check-ins in hospital setting for Outpatient, ER, Optometry, Dental, Radiology, Laboratory, Physical Therapy, Public Health Nursing, Nutrition, and Social Services with patients in person or by phone to update patient demographic information utilizing RPMS/EHR/BRPM (aka Moonwalk) programs.
- Obtained standardized hospital and financial forms (ROI/AOB/NPP/Agreement to Pay) for billing purposes.
- Record and track daily duties for personal and departmental performance improvement.
- Research, verify alternate resources (Private Insurance, Medicaid, Medicare, Workman's Comp, VA benefits), and correct billing information for rejected claims for Purchased Referred Care and Patient Business Office.
- Initiate Prior Authorizations for ER visits, Admissions, Outpatient visits, Radiology and Physical Therapy when necessary.
- Answered and screened phone calls, took messages, and forwarded calls to proper department.
- Greeted visitors, guests, vendors, patients and employees upon entering building and directed to appropriate areas.
- Worked a rotating shift that included days, nights, weekends, and Holidays; often volunteering to cover shifts when needed.
- Verified alternate resources (Private Insurance, Medicaid, Medicare, Workman's Comp, VA benefits) for patients checking in within set time limits for services provided.
- Generate and complete Birth/Death certificates online with the help of AZ State Vital Records & Navajo County utilizing DAVE/EBRS systems.
- Built lasting relationships with clients through effective communication and attentive service.
- Exceeded performance targets consistently by prioritizing tasks and managing time effectively.
- Demonstrated empathy when addressing sensitive situations, creating trust between the company and patients.
- Attended telephone skills and program information training sessions to boost aptitude.
- Educated patients on company policies and systems, form completion, and access to services.
Contact Representative
River People Health Center(SRPMIC)
05.2010 - 04.2016
- Adapted communication style based on individual preferences or cultural backgrounds of clients, ensuring clear understanding from both parties.
- Managed a high volume of inbound calls daily, maintaining composure under pressure while providing top-notch service to clients.
- Worked multiple positions at this satellite facility from Phoenix Indian Medical Center serving as the clerk for Patient Registration, the Appointment Desk, Switchboard, and as a Medical Records Technician.
- I also rotated and covered the appointment desk for the Dental Clinic when necessary.
- I checked in patients for appointments and updated patient demographics using RPMS, obtained signatures for necessary business forms, entered and verified all types of insurances including Private, Medicare, and Medicaid.
- I referred patients to the benefits coordinator to apply for
AHCCCS/Medicare when necessary. - Provided exceptional service by proactively addressing customers'' needs and concerns.
- Collaborated closely with other departments to ensure seamless support for patients.
- Assisted in the development of training materials for new hires, sharing expertise about best practices for contact representatives.
- Enhanced team productivity by collaborating on projects and sharing best practices with colleagues.
- I entered providers' schedules into RPMS, scheduled appointments, did reminder calls, answered and screened phone calls, greeted and directed all visitors of the clinic including patients.
- Took messages for the providers and entered notes into EHR as a telephone triage visit.
- Ordered office supplies, restocked workstations, including provider exam rooms with pamphlets, forms, & office supplies.
- Filed forms into patients medical records, did records management such as dividing charts into volumes, reactivating inactive charts, made new charts, purged charts and sent them to federal storage.
- Requested medical records from other facilities for upcoming appointments. I also released records to patients, facilities, social security office for patients applying for disability, and to the department of corrections when requested.
- Served as the timekeeper for all Federal employees for the Salt River Clinic. I kept personal timekeeping files up to date working with the Phoenix Area office maintaining
current records and transferring timekeeping files when an employee transferred to another facility or department. - Exhibited high energy and professionalism when dealing with clients and staff.
- Promptly responded to inquiries and requests from patients, vendors, and providers.
- Trained staff on operating procedures and company services.
Medical Records Technician
Fort Defiance Indian Hospital
09.2007 - 05.2010
- Expedited release-of-information requests by verifying authorization forms and providing requested documents promptly.
- Demonstrated strong attention to detail while cross-referencing medical records for completeness and consistency, identifying potential errors and facilitating prompt resolution.
- Communicated effectively with staff, patients, and insurance companies by email and telephone.
- Contributed to a team-oriented work environment by collaborating closely with colleagues on various projects related to medical records management.
- Streamlined daily workflow by organizing files, scanning documents, and maintaining electronic database systems.
- Kept accurate log of requests for medical information and records.
- Ensured timely processing of medical records requests by efficiently coordinating with healthcare providers, insurance companies, and legal representatives.
- Developed strong working relationships with physicians, nurses, and other healthcare professionals to ensure accurate recordkeeping practices were upheld consistently across all departments.
- Facilitated smooth transitions between care providers by promptly transferring medical records upon request.
- Processed medical records requests from outside providers according to facility, state, and federal law.
- Maintained strict confidentiality of sensitive patient information in compliance with HIPAA regulations.
- Maintained patient records in compliance with security regulations.
- Participated in regular staff meetings to discuss best practices and share insights with colleagues, contributing to an overall improvement in departmental performance.
- Improved patient data accuracy by meticulously reviewing and updating medical records.
- Reviewed charts and flagged incomplete or inaccurate information.
- Provided exceptional customer service when responding to inquiries from patients or their representatives regarding access to personal health information.
- Maintained confidentiality of all medical records and sensitive information to comply with HIPAA regulations.
- Scanned medical records in digital format for easy retrieval and accessibility.
- Maintained patient records systems by archiving, scanning and indexing important documents and files.
- Reviewed medical records for completeness and filed records in alphabetic and numeric order.
- Followed up with medical staff regarding missing information in patient records.
- Assisted in training new staff on medical record processing and filing procedures.
- Worked a rotating shift that included nights, weekends, and holidays.
- I used the RPMS and EHR systems to complete a majority of all works assignments.
- Created new charts, initiated Birth certificates, and Death certificates after hours, weekends, and holidays.
Medical Support Assistant
Tuba City Regional Health Care
12.2003 - 09.2007
- Worked at the appointment desk for the Pediatric, ENT, Audiology, and Allergy clinics.
- Greeted and directed customers and guest to appropriate areas.
- Provided compassionate support, addressing patient concerns and inquiries in a professional manner.
- Maintained strict confidentiality, adhering to HIPAA regulations while handling sensitive patient information.
- Maintained a high degree of professionalism and composure in high-stress situations, ensuring the well-being of patients and staff alike.
- Entered providers schedules in RPMS for scheduling.
- Improved patient satisfaction by efficiently scheduling appointments and managing phone lines.
- Determined nature and urgency of patient requests to refer patients to appropriate medical staff.
- Did reminder calls for patients with appointments and mailed out weekly appointment reminders.
- Contributed to a positive work environment through proactive problem-solving and excellent teamwork abilities.
- Requested patient records when necessary for future appointments. Helped coordinate appointments when patients referred to specialty clinics.
- Provided exceptional customer service to patients from diverse backgrounds, fostering an inclusive environment that promoted trust and respect.
- Facilitated smooth transitions between appointments, effectively communicating with both patients and medical professionals on schedule updates or changes.
- Streamlined patient check-in process with effective communication and organization skills.
- Assisted in the reduction of appointment wait times by coordinating schedules and optimizing available resources.
- Built positive rapport with patients to make patients feel comfortable during uncomfortable procedures.
- Ensured optimal levels of inventory through efficient ordering and stocking of essential supplies within budget constraints.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Often covered in other outpatient clinics when short staffed such as Family Medicine, Women's Clinic and Surgical Clinic.
- Served as the Lead Medical Support Assistant for several weeks when co-worker out on Medical Leave.
Education
High School Diploma -
Tuba City High School
Tuba City, AZCertificate - Pharmacy Technician
Heritage College
Las Vegas, NVSkills
- HIPAA Compliance
- Patient confidentiality
- Insurance Verification
- Scheduling Coordination
- Effective Supervision
- Data entry proficiency
- Appointment Scheduling
- Patient Relations
- Eligibility Determination
- Electronic Recordkeeping
- Payment Collection
- Medical terminology knowledge
- Customer Service Management
- Phone and Email Etiquette
- Microsoft Office
- Employee Supervision
- Handling Complaints
- Documentation and Recordkeeping
- Office Management
- Coaching and Mentoring
- Staff Management
- Multitasking and Organization
- Team Leadership
- Account Reconciliation
- Staff Development and Training
- Policy and procedure modification
Languages
Navajo
Limited Working
Timeline
Acting Patient Registration Supervisor
Hopi Health Care Center
04.2023 - Current
Lead Contact Representative
Hopi Health Care Center
04.2023 - Current
Accounting Technician
Hopi Health Care Center
10.2022 - 04.2023
Contact Representative
Hopi Health Care Center
05.2016 - 10.2022
Contact Representative
River People Health Center(SRPMIC)
05.2010 - 04.2016
Medical Records Technician
Fort Defiance Indian Hospital
09.2007 - 05.2010
Medical Support Assistant
Tuba City Regional Health Care
12.2003 - 09.2007
High School Diploma -
Tuba City High School
Certificate - Pharmacy Technician
Heritage College
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