Jennell Peña
San Antonio,TX
Summary
Experienced in client services and administrative support, delivering exceptional customer experiences through effective communication and problem-solving. Skilled in insurance verification, scheduling, and financial counseling, with proficiency in CRM software and Microsoft Office. Bringing strong organizational skills and a focus on customer relations to optimize operational efficiency.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Senior Client Service Representative
Christus Health
San Antonio, TX
08.2024 - 12.2025
- Accurately inputs all required data elements for scheduling and registration, including patient demographic, financial information, guarantor information, and relevant notes associated with the encounter.
- Verifies insurance eligibility and obtains necessary authorizations for services rendered.
- Calculates and collects the estimated patient portion based on benefits and contract reimbursement as well as prior balances.
- Performs financial assessment for appropriate program assistance.
- Communicates the purpose of and obtains patient/legal guardian signatures on all necessary hospital documents.
- Assist the hospital in the event of an internal or external disaster.
- Supports the flexible needs of the department to accommodate patient volume in all areas of the hospital.
- Supports the department in achieving established performance targets.
- Trained new associates for ER department and financial coordinator.
- Maintains the team discipline of following all elements of established standard processes.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Schedule appointments for surgeries; referrals and imaging.
- Created encounter cases for nurses and doctors.
- Cross-trained and provided backup support for organizational leadership.
- Trained junior staff on client management systems, ensuring consistent service quality across the team.
Contact Center Supervisor
UTHC
San Antonio, TX
08.2023 - 08.2024
- Supervised daily operations, ensuring adherence to quality standards and customer service protocols.
- Developed training programs to enhance staff performance and improve service delivery.
- Implemented process improvements that increased team efficiency and reduced call handling time.
- Analyzed call center metrics to identify trends and drive actionable insights for operational enhancements.
- Resolved escalated customer issues, fostering positive relationships and promoting customer satisfaction.
- Conducted regular performance evaluations, providing constructive feedback to enhance employee development.
- Supervised and tracked phone and email activity using various contact center applications and software tools.
- Reduced average handling time with effective coaching and feedback sessions for agents.
- Led initiatives to enhance employee engagement, fostering a positive work environment.
Registrar
Methodist Hospital Stone Oak
San Antonio, TX
10.2022 - 04.2023
- Coordinate the scheduling for procedures with physicians, physician offices, for Radiology Dept. and Cardiologist.
- Ensure that necessary equipment is available for all scheduled procedures.
- Communicate additions, cancellations and special requests of schedule to all appropriate parties.
- Collect patient demographic and insurance data at time of procedure scheduling.
- Utilizes the computerized scheduling system and supports updates as available.
- Support control room in Radiology Dept.
- Help with transport on the weekend.
- Help with Admitting Dept/ER Dept for registration.
- Trained new registrars on hospital policies, procedures, and software applications.
- Greeted every guest with personable approach and provided knowledgeable service.
- Verified paperwork accuracy and checked for completion prior to processing.
- Resolved student registration issues to reduce acceptance, enrolment and payment delays.
Scheduler
South Texas Radiology Imaging Centers/Methodist Hospital
San Antonio, TX
09.2021 - 09.2022
- Managed appointment confirmations, enhancing patient communication and reducing no-show rates.
- Process STATS and URGENT requests immediately and notifies appropriate departments.
- Provide general information regarding tests, clinic location, preps and services provided by; and STRIC location as well as direction to all locations.
- Provide backup assistance to other associates in the department upon completion of duties or as assigned by supervisor.
- Collaborated with medical staff to ensure accurate scheduling of imaging services.
- Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances.
- Coordinated with multiple departments to ensure seamless project execution, reducing delays and increasing efficiency.
- Completed daily logs for management review.
- Increased customer service success rates by quickly resolving issues.
Office Manager
Sunrise Family Dentistry
San Antonio, TX
04.2020 - 06.2021
- Answers incoming calls to include new patients and emergencies, Appointment scheduling.
- Requesting records.
- Patient follow ups.
- Manage unscheduled, asap and treatment pending lists to ensure patient follow through to meet scheduling goals.
- Accounts receivable and collections.
- Deposits.
- Dental lab preps.
- Verifications for multi-insurance, including Medicate.
- Submit electronic claims.
- Run day reports.
- Consultation for new ortho cases.
- Processed payments.
- Managed team responsibilities.
- Hired and mentored employees.
- Processed mail.
- Supervised front desk staff, fostering teamwork and enhancing customer service quality.
- Implemented electronic health record system, improving data accuracy and retrieval speed.
- Managed daily office operations, ensuring efficient workflow and patient scheduling.
Texas Billing and Verification
Familia Dental
San Antonio, TX
03.2017 - 02.2020
- In charge of 8 offices in Texas I verified all offices and reposted payments and made sure treatment plans were correct as well.
- Auditing all patient charts, making sure the clinical notes and adjusting accounts due to Medicaid.
- Finally, billing out workers comp and Medicare for Texas.
- Our daily goal every day was to submit 350 electronic claims and paper claims.
- Walk outs for the end.
- Worked effectively in fast-paced environments.
- Organized and detail-oriented with a strong work ethic.
- Paid attention to detail while completing assignments.
- Proved successful working within tight deadlines and a fast-paced environment.
Scheduler/Receptionist
Hear Lab
San Antonio, TX
01.2012 - 10.2013
- Answer and direct calls using a multi-phone line.
- Sort and disperse mail to appropriate team members.
- Maintains office equipment, setup repairs if needed.
- Order and track office supplies.
- Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances.
- Monitored employee performance closely to identify areas for improvement or additional training needs that would lead to optimized scheduling outcomes.
- Completed daily logs for management review.
- Trained and supervised employees on office policies and procedures.
- Handled cash transactions and maintained sales and payments records accurately.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
Externship Medical Administrative Assistant
Family First Care Clinic
Converse, TX
02.2011 - 11.2011
- Facilitated seamless communication between patients and healthcare providers through diligent message relay and prompt follow-up actions as needed.
- Responsible for the front office and back office for Medical Assistant.
- Monitored vital signs, such as blood pressure and pulse.
- Trained new administrative staff on clinic procedures and software usage for seamless integration.
- Assisted in billing processes, verifying insurance information for timely claims processing.
- Managed electronic health records, ensuring accuracy and compliance with healthcare regulations.
- Followed up with insurance companies to secure timely payment.
- Ensured accurate insurance billing and coding, reducing claim denials and expediting reimbursements for services rendered.
- Obtained pre-authorization from insurance companies ahead of medical services.
Education
Bachelor's Degree - Healthcare Administrator Management
Palo Alto College
San Antonio, TX06-2027
Associate of Applied Science - Healthcare Administrator
Palo Alto College
San Antonio, TX05.2025
Diploma - undefined
Everest Institute
TX12.2011
Diploma - undefined
Theodore Roosevelt High School
TX05.2006
Skills
- Client relations
- Sales strategies
- Customer focus
- CRM software
- Customer education
- Benefits determination
- Calm and professional under pressure
- Outbound calling
- Provider relations
- System documentation
- Client support
- Service recommendations
- Microsoft office
- Administrative and office support
- Strong leadership
Accomplishments
- Supervised team of 20 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Certification
- Leadership Management Communication Certification
- HIPAA Certification
- FEMA Health Literacy & Public Health
- Health Literacy & Public Health Certification
Timeline
Senior Client Service Representative
Christus Health
08.2024 - 12.2025
Contact Center Supervisor
UTHC
08.2023 - 08.2024
Registrar
Methodist Hospital Stone Oak
10.2022 - 04.2023
Scheduler
South Texas Radiology Imaging Centers/Methodist Hospital
09.2021 - 09.2022
Office Manager
Sunrise Family Dentistry
04.2020 - 06.2021
Texas Billing and Verification
Familia Dental
03.2017 - 02.2020
Scheduler/Receptionist
Hear Lab
01.2012 - 10.2013
Externship Medical Administrative Assistant
Family First Care Clinic
02.2011 - 11.2011
Diploma - undefined
Everest Institute
Diploma - undefined
Theodore Roosevelt High School
Bachelor's Degree - Healthcare Administrator Management
Palo Alto College
Associate of Applied Science - Healthcare Administrator
Palo Alto College