Jeanette Cantu
Plano,TX
Summary
Results-driven Patient Access and Insurance Verification Specialist with 10+ years of experience supporting front-end revenue cycle operations in hospital and clinical settings. Expertise in eligibility verification, prior authorizations, preregistration, claims review, and HIPAA compliance. Proven ability to manage high patient volumes while maintaining 98–100% data accuracy. Strong communicator with leadership experience and a track record of improving workflow efficiency and reducing claim denials.
Overview
11
11
years of professional experience
Work History
Assistant Department Manager
H-E-B Grocery
Frisco, TX
01.2023 - Current
- Assisted in managing daily operations, ensuring customer satisfaction and efficient service delivery.
- Coordinated with team members to optimize inventory management and product placement.
- Implemented process improvements that increased operational efficiency within the department.
- Monitored sales performance, identifying trends and recommending adjustments to merchandising strategies.
- Facilitated communication between departments to streamline workflow and enhance team collaboration.
- Motivated associates to consistently deliver effective selling behaviors through coaching and recognition.
- Trained new employees on company policies, procedures, and best practices, contributing to their professional development.
- Participated in storewide initiatives such as visual merchandising updates or special events planning, demonstrating cross-functional teamwork abilities.
- Ordered inventory and reported discrepancies to control costs and maintain inventory levels.
- Coordinated staff schedules, ensuring adequate coverage during peak hours and minimizing labor costs.
- Applied problem-solving skills to resolve operational challenges swiftly, preventing disruptions in workflow or customer experience quality levels.
- Partnered with merchandising team to plan and execute floor moves, merchandise placement, and overall sales set-up.
- Oversaw daily operations within the department, ensuring tasks were completed accurately and on time.
- Ensured compliance with company safety protocols while promoting a secure working environment conducive to staff member productivity.
Patient Access Coordinator & Education Manager
Mountain Lakes Medical Center
Clayton, CA
09.2020 - 12.2021
- Coordinated patient registration processes, ensuring accurate data entry and compliance with healthcare regulations.
- Managed insurance verification to facilitate seamless patient access and minimize delays in treatment.
- Assisted patients with appointment scheduling, enhancing overall patient experience and satisfaction.
- Collaborated with clinical staff to streamline patient flow and improve operational efficiency within the department.
- Developed training materials for new staff, fostering knowledge transfer and consistency in patient interaction protocols.
- Maintained strict adherence to HIPAA regulations while managing confidential patient information throughout various stages of care.
- Reduced errors in billing processes by meticulously reviewing and verifying patient demographics and insurance information.
- Scheduled diagnostic tests efficiently, ensuring minimal waiting time for patients and reducing the strain on department resources.
- Collaborated with clinical teams to coordinate bed assignments for incoming patients, optimizing hospital space utilization.
- Supported revenue cycle management efforts through precise coding of services rendered for proper reimbursement from insurers.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
Administrative Billing Specialist
Humpal Physical Therapy
Corpus Christi, TX
07.2019 - 08.2020
- Processed patient billing inquiries, ensuring accurate and timely resolution of discrepancies.
- Managed insurance claims submissions, adhering to compliance standards and deadlines.
- Collaborated with clinical staff to verify patient information for accurate billing procedures.
- Streamlined billing processes, reducing errors and improving overall efficiency.
- Analyzed billing reports to identify trends and recommend process improvements.
- Maintained up-to-date knowledge of industry regulations impacting billing practices and compliance requirements.
- Prepared itemized statements, bills, or invoices and recorded amounts due for items purchased or services rendered.
- Collaborated with the collections team to recover overdue payments from clients, maintaining cash flow and minimizing writeoffs.
- Reduced errors in financial records by conducting regular audits of billed accounts.
Customer Service Representative Supervisor
Evolent Health / Valence Health
Corpus Christi, TX
11.2014 - 06.2019
- Supervised team of customer service representatives, ensuring adherence to quality standards and protocols.
- Developed and maintained efficient workflows to streamline operations within the customer service department.
- Analyzed customer feedback to identify areas for improvement and drive process enhancements.
- Analyzed call center data to identify trends, driving strategic decisions for resource allocation.
- Coordinated scheduling and staffing to optimize coverage during peak call times and minimize wait times.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Developed process controls and metrics for daily management of call center.
- Reduced average handle time through the implementation of effective call handling techniques and scripts.
- Increased first-call resolution rates by equipping agents with comprehensive knowledge of products and services.
- Designed customized performance evaluations for individual agents to highlight strengths as well as areas for improvement.
- Executed Monthly Performance Plans with representatives to to identify production gaps.
- Improved call resolution efficiency by analyzing call patterns and adjusting resource deployment accordingly.
Education
High School Diploma -
Richard King High School
Corpus Christi, TX06-2010
Skills
- Insurance Eligibility & Benefits Verification
- Prior Authorizations & Pre-Certification
- Patient Registration & Preregistration
- Revenue Cycle Front-End Optimization
- Claim Denial Prevention
- HIPAA Compliance & Data Accuracy
- Insurance Portal & Payer Communication
- EMR Systems
- Payment Collection & Financial Counseling
- High-Volume Call Handling
- Microsoft Office & QuickBooks
- Data Entry (65 WPM)
Timeline
Assistant Department Manager
H-E-B Grocery
01.2023 - Current
Patient Access Coordinator & Education Manager
Mountain Lakes Medical Center
09.2020 - 12.2021
Administrative Billing Specialist
Humpal Physical Therapy
07.2019 - 08.2020
Customer Service Representative Supervisor
Evolent Health / Valence Health
11.2014 - 06.2019
High School Diploma -
Richard King High School