Jannette Allende
Jersey City
Summary
Well-rounded background in office procedures and operations. Trucking (courier), dispatching, medical, real estate, legal services, customer relations, and outpatient rehabilitation services (physical and occupational therapy) experience. & Translator for the Spanish speaking.
Overview
27
27
years of professional experience
Work History
Patient Access Leader
RWJBarnabas Health OP Rehab-Jag PT
Jersey City
07.2021 - 02.2025
- Monitored financial transactions at the front desk, ensuring accurate billing procedures, and minimizing discrepancies.
- Created weekly schedules for front office staff members to ensure appropriate coverage during peak hours or high demand periods.
- Reconciled end-of-day reports to determine accurate billing and payment processing.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
Patient Access Representative
RWJBarnabas Health OP Rehab-Twin Boro PT
Jersey City
11.2018 - 07.2021
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Contributed to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.
- Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
- Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
- Facilitated smooth billing processes by verifying insurance eligibility, obtaining authorizations, and accurately entering claim details into the system.
- Maintained accurate patient records, contributing to a well-organized database for seamless information access across departments.
- Streamlined patient registration processes by implementing efficient data collection methods and reducing wait times.
- Developed proficiency in various healthcare software programs for accurate documentation of patient encounters and streamlined workflows within the department.
- Assisted with administrative tasks such as filing, data entry, and report generation to support streamlined office operations.
- Collaborated with healthcare providers to ensure timely appointment scheduling and coordinated follow-up care for patients'' needs.
- Participated in ongoing professional development opportunities to stay current with industry trends and best practices in patient access services.
- Trained new hires on department procedures, policies, and software systems, ensuring consistent quality service delivery from all team members.
- Increased efficiency in managing high call volumes by developing effective phone triage techniques for prioritizing urgent matters.
- Improved patient satisfaction by efficiently managing registration and intake processes.
- Boosted team morale and productivity by sharing knowledge and best practices in patient access processes.
- Increased patient trust and satisfaction, delivering empathetic support and guidance throughout their visit.
- Maintained high standards of confidentiality and privacy, strictly adhering to HIPAA regulations.
- Assisted in reducing no-show rates by implementing reliable follow-up and reminder system for appointments.
- Supported clinical staff by preparing accurate patient documentation and records ahead of appointments.
- Ensured seamless operation of front office, efficiently handling multiple administrative tasks simultaneously.
- Greeted and assisted patients with check-in procedures.
- Verified patient insurance eligibility and entered patient information into system.
- Provided excellent customer service to patients and medical staff.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Answered incoming calls, scheduled appointments and filed medical records.
- Followed document protocols to safeguard confidentiality of patient records.
- Responded to inquiries by directing calls to appropriate personnel.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Trained new staff on filing, phone etiquette and other office duties.
- Helped address client complaints through timely corrective actions and appropriate referrals.
Dispatcher / CSR
Lasership
01.2014 - 11.2018
- Schedule deliveries & pickups
- Answer customer's / driver's questions, concerns & requests via email, phone & fax
- Execute all office paperwork accurately and in a timely manner
Medical Receptionist
Adult/Pediatric Foot & Ankle Clinic- Dr. Hawawini
Jersey City
01.2011 - 01.2013
- Answered phones quickly and courteously, using approved telephone techniques
- Scheduled patient appointments, answered patient questions, created new patient charts
- Obtained correct patient information, verified insurance information, demographics, medical history etc
- Scheduled all testing, MRI's, X-rays, Labs, Surgeries etc
- Executed all office paperwork accurately and in a timely manner
Administrator
ERA Avalon Real Estate
01.2003 - 01.2009
- Mostly all duties are mentioned above in the Professional Skills section
- Accomplishments: Created, organized, and set up an information center for manuals and schematics
- Result: Better access to needed information, and less time searching for it
- Created an in house client follow-up system for agents
- Result: Scheduled and regulated communications between agents and clients
Receptionist
Callen & Callen Law Office
01.1998 - 01.2002
- Some duties are mentioned above on Professional Skills section
- Accomplishments: Met and greeted all clients in a professional matter, both in person and on the phone
- Created and maintained storage of all files both physically and electronically
Education
High School Diploma -
Ferris High School
01.1997
Skills
- Excellent Organizational Skills
- Strong Customer Relations Skills
- Computer Proficiency
- Excellent Phone Manners
- Strong Front Desk/Reception Skills
- Microsoft Outlook, Office, Word, Excel etc
- Mappoint
- AS400
- Partners
- DECS
- WebPT
- EPIC
- NaviNet / Availity
Languages
2
Timeline
Patient Access Leader
RWJBarnabas Health OP Rehab-Jag PT
07.2021 - 02.2025
Patient Access Representative
RWJBarnabas Health OP Rehab-Twin Boro PT
11.2018 - 07.2021
Dispatcher / CSR
Lasership
01.2014 - 11.2018
Medical Receptionist
Adult/Pediatric Foot & Ankle Clinic- Dr. Hawawini
01.2011 - 01.2013
Administrator
ERA Avalon Real Estate
01.2003 - 01.2009
Receptionist
Callen & Callen Law Office
01.1998 - 01.2002
High School Diploma -
Ferris High School