JAYLYNN MORALES
Fort Worth
Summary
Compassionate patient representative with background in managing patient interactions and resolving concerns effectively. Skilled in communication, ensuring clarity and understanding between healthcare providers and patients. Demonstrated ability to improve patient satisfaction through attentive service and problem-solving. Contributed to streamlining front office operations, enhancing overall efficiency in previous roles.
Overview
11
11
years of professional experience
Work History
patient access rep (behavioral health)
John Peter Smith Hospital
Fort Worth
03.2025 - Current
- Registered patients and verified insurance information to ensure accurate data entry and eligibility for services.
- Scheduled appointments and coordinated patient flow to enhance operational efficiency and minimize wait times.
- Provided exceptional customer service to patients and families in high-stress environments.
- Collaborated with healthcare teams to ensure seamless patient access experiences.
- Collaborated with multi-disciplinary staff to streamline patient access processes and enhance overall patient care.
- Maintained confidentiality of patient records in compliance with HIPAA regulations.
- Trained new staff on policies, procedures, and the hospital's scheduling system.
- Utilized electronic health record systems for data management and patient tracking.
- Obtained necessary signatures for privacy laws and consent for treatment.
- Coordinated hospital admissions by gathering necessary patient information and verifying details with healthcare providers.
Patient Access Call Center Representative
John Peter Smith Hospital
Fort Worth
02.2024 - 03.2025
- Coordinated appointment scheduling and addressed patient inquiries to enhance access to care.
- Managed high-volume incoming calls with professionalism and empathy.
- Provided accurate information regarding hospital services and procedures.
- Documented patient interactions in electronic health record systems.
- Managed sensitive patient information while maintaining confidentiality standards to safeguard privacy.
- Offered resolutions to de-escalate calls and solve customer issues.
- Trained new representatives on call center protocols and systems.
- Conducted follow-up calls to confirm satisfactory resolution of inquiries and improve patient satisfaction.
- Collected deposits or payments and arranged for billing.
Centralized Scheduler
Texas Oncology
08.2023 - 01.2024
- Created patient appointments based on referral dates and physician requests to facilitate timely care.
- Instructed patients on how to prepare for appointments and procedures.
- Received, recorded and addressed incoming and outgoing communication via telephone and email.
- Adhered to HIPAA policy and procedures to safeguard patient confidentiality.
- Coordinated referrals and prior authorizations with insurance and medical specialists, documenting details in patient charts for comprehensive care management.
- Prepared patient charts, ensuring medical records were organized, accurate, and complete to support efficient patient processing.
Phone survey representative
Press Ganey/SPH Analytics
07.2022 - 07.2023
- Conducted healthcare telephone surveys by reading scripts verbatim, coding responses accurately, and entering verbatim comments to ensure data integrity
- Managed communication and customer support to enhance client satisfaction and foster productive relationships
- Ensured confidentiality of all collected data during surveys
- Entered data into systems database to maintain accurate records and streamline information retrieval
Register Dental Assistant
John N Franko DDS
07.2021 - 07.2022
- Managed patient care and coordinated office and lab duties to support four-chair dental office operations
- Performed digital dental X-ray exposure and processing to assist in diagnostics.
- Sanitized and prepared tools to ensure readiness for various procedures, maintaining high standards of hygiene
- Organized notes and updated patient data to ensure accurate and easily accessible information
- Build and maintain a local regular following with attentiveness and friendliness
Pharmacy Technician
Walgreens
Fort Worth
05.2019 - 07.2020
- Utilized pharmacy systems to enter patient and drug information, filled prescriptions by counting and pouring pharmaceutical drugs, and verified medications for interactions to ensure patient safety
- Reported prescription errors to pharmacist promptly, adhering to the Quality Improvement Plan for continuous process enhancement
- Implemented new insurance and billing processes to enhance accuracy and efficiency
- Completed tasks from Pharmacy Manager, Staff Pharmacist, and Store Manager
- Registers customer purchases; processes voids, returns, rainchecks, and refunds
- Assists with OTC products and takes customer to aisle when possible
Customer Service Representative
01.2017 - 01.2018
Crew Team Member
01.2015 - 01.2016
Education
Registered Dental Assistant Certification - Focus
Texas Academy of Dental Assisting
Fort Worth05-2021
High School Diploma -
Fort Worth CAN Academy
Fort Worth02-2020
Skills
- Patient registration
- Insurance verification
- Insurance Coordination
- Patient Records Management
- Patient Health Records
- HIPAA compliance
- Healthcare systems navigation
- Data Analysis
- Data entry accuracy
- Microsoft Excel
- Time Management
- Problem Solving
- Team collaboration
- Attention to detail
- Onboarding New Employees
- Communication
Timeline
patient access rep (behavioral health)
John Peter Smith Hospital
03.2025 - Current
Patient Access Call Center Representative
John Peter Smith Hospital
02.2024 - 03.2025
Centralized Scheduler
Texas Oncology
08.2023 - 01.2024
Phone survey representative
Press Ganey/SPH Analytics
07.2022 - 07.2023
Register Dental Assistant
John N Franko DDS
07.2021 - 07.2022
Pharmacy Technician
Walgreens
05.2019 - 07.2020
Customer Service Representative
01.2017 - 01.2018
Crew Team Member
01.2015 - 01.2016
Registered Dental Assistant Certification - Focus
Texas Academy of Dental Assisting
High School Diploma -
Fort Worth CAN Academy