Jennell Peña
San Antonio,TX
Summary
Healthcare professional with extensive experience in managing patient accounts and ensuring seamless billing processes. Known for strong focus on team collaboration and achieving results, consistently adapting to changing needs. Skilled in financial record-keeping, claim processing, and patient communication, offering reliability and dedication to excellence.
Overview
1
1
Certification
16
16
years of professional experience
Work History
Patient Account Representative
Guide House
San Antonio, TX
01.2026 - Current
- Conducted outreach to third-party payers and guarantors to address and reconcile account balances for all assigned accounts.
- Managed all correspondence to ensure responses within 24 hours of receipt. Oversaw documentation of detailed notes related to correspondence in the client database.
- Executed comprehensive denial management strategies to facilitate timely account resolution.
- Executed timely appeals for non-clinical denials to uphold operational integrity and support decision-making processes.
- Managed billing and re-billing of claims to maintain financial accuracy.
- Delivered special projects on time to ensure alignment with organizational goals.
- Engaged in professional development through client and third-party payer training sessions and seminars to enhance industry knowledge.
- Ensured thorough documentation of all accounts to enhance client practice management efficiency.
- Performed essential updates in client practice management system to enhance operational efficiency.
- Facilitated timely resolution and forwarding of address and plan modifications to ensure accuracy of insurance master data.
- Executed post modifications as directed by leadership to ensure compliance with established protocols.
- Facilitated internal and external customer communications to uphold high standards of service and satisfaction.
- Trained new staff on patient account management software and best practices.
- Coordinated insurance verification and eligibility checks for timely claims submission.
- Processed patient account inquiries and resolved billing discrepancies efficiently.
Senior Client Service Representative
Christus Healthcare
San Antonio, TX
08.2024 - 12.2025
- Delivered exceptional service to a large customer base each day, prioritizing customer satisfaction and fostering a welcoming environment.
- Ensured compliance with insurance requirements by verifying eligibility and obtaining service authorizations.
- Determined and gathered estimated patient contributions by analyzing benefits, contract reimbursements, and outstanding balances.
- Executed financial evaluations to facilitate appropriate program support for clients.
- Communicated purpose of hospital documents and obtained signatures from patients and legal guardians to ensure understanding and compliance.
- Oversaw scheduling of surgical appointments, optimizing referral processes for imaging services. Directed appointment management for surgeries and facilitated imaging referrals to enhance patient care.
- Enhanced operational flexibility to meet varying patient volume demands throughout the hospital.
- Promoted compliance with all elements of standard processes to enhance operational efficiency.
- Contributed to departmental success by aligning activities with established performance targets.
- Ensured adherence to standard processes, contributing to operational efficiency across the department.
- Provided exceptional service to large customer base daily, prioritizing customer satisfaction and creating a welcoming environment.
- Created comprehensive training resources for new representatives, facilitating effective knowledge transfer during onboarding.
- Developed training materials for new representatives, improving onboarding efficiency and knowledge transfer.
- Coordinated disaster preparedness initiatives to ensure hospital resilience and operational continuity.
Contact Center Supervisor
UTHC
San Antonio, TX
08.2023 - 08.2024
- Supervised daily operations, ensuring adherence to quality standards and service level agreements.
- Developed training initiatives to enhance service delivery and improve staff capabilities.
- Implemented process enhancements to increase team productivity and reduce call handling duration.
- Implemented training programs, enhancing team performance and customer service skills.
- Executed strategic process enhancements aimed at boosting team productivity and minimizing call handling duration.
- Tracked phone and email activity to improve operational efficiency within contact center.
- Enhanced operational efficiency by delivering effective coaching and constructive feedback to agents.
- Facilitated performance assessments, delivering constructive feedback to support continuous improvement.
- Developed and implemented strategies to boost employee engagement, promoting a supportive workplace culture.
Registrar
Methodist Hospital Stone Oak
San Antonio, TX
10.2022 - 04.2023
- Managed appointment scheduling for radiology and cardiology procedures, ensuring seamless communication with physicians' offices.
- Coordinated procurement and maintenance of necessary equipment to support operational efficiency during procedures.
- Coordinated updates regarding schedule changes, including additions, cancellations, and special requests, to ensure all parties are informed.
- Facilitated accurate gathering of patient demographic and insurance information to streamline scheduling processes.
- Managed computerized scheduling system to enhance operational efficiency and ensure timely updates.
- Assisted in managing control room activities to enhance departmental efficiency.
- Coordinated weekend transport services to support operational needs.
- Oversaw patient registration processes for the admitting and emergency departments to enhance efficiency. Directed registration operations within the admitting and emergency departments to improve patient flow. Managed admissions and emergency department registration to streamline patient entry.
- Developed and delivered comprehensive training programs for new registrars to ensure adherence to hospital policies and effective use of software applications.
- Engaged guests with a friendly approach while ensuring comprehensive service knowledge.
- Validated documentation for accuracy and completeness to facilitate efficient processing.
- Streamlined student registration processes to minimize acceptance, enrollment, and payment delays, enhancing operational efficiency.
- Managed patient registration processes to ensure accurate data entry and compliance with healthcare regulations.
Scheduler
South Texas Radiology Imaging Centers/Methodist Hospital
San Antonio, TX
09.2021 - 09.2022
- Facilitated appointment confirmations to improve patient engagement and decrease rates of missed appointments.
- Facilitated prompt handling of statistical data and urgent requests to enhance interdepartmental communication.
- Oversaw dissemination of information related to clinic test locations, preparation requirements, and service offerings. Guided clients in navigating to all clinic locations through clear directional instructions. Enhanced client understanding of the full range of services available at each clinic.
- Coordinated with medical personnel to ensure precise scheduling of imaging services, enhancing operational efficiency.
- Orchestrated interdepartmental coordination to streamline project workflows and boost operational efficiency.
- Boosted customer satisfaction by promptly identifying and resolving service-related challenges.
- Oversaw coordination of patient appointments for imaging services, prioritizing efficient resource utilization and timely access.
- Developed and executed communication strategies to enhance appointment confirmations and minimize no-shows.
Office Manager
Sunrise Family Dentistry
San Antonio, TX
03.2017 - 06.2021
- Handled incoming calls to ensure timely scheduling of appointments for new patients and urgent cases.
- Managed the collection and organization of records to maintain accurate documentation and streamline workflows.
- Managed patient follow-up appointments and inquiries to support effective healthcare delivery.
- Streamlined processes for managing unscheduled ASAP and treatment pending lists, ensuring effective patient follow-up and adherence to scheduling objectives.
- Oversaw accounts receivable processes and managed collection strategies to optimize revenue. Directed deposit operations to enhance financial reporting accuracy.
- Performed meticulous dental lab preps to support efficient production of dental appliances.
- Conducted thorough verifications of multi-insurance coverage, including Medicare, to facilitate seamless claims processing.
- Accurately prepared and filed electronic claims for timely processing.
- Reviewed and summarized daily activities in reports to facilitate performance tracking.
- Collaborated with medical teams to provide expert consultations for new orthopedic cases, focusing on patient care and outcomes.
- Managed and verified payment processing to maintain financial accuracy and integrity.
- Coordinated team tasks and delegated responsibilities to optimize workflow and productivity.
- Identified talent and provided mentorship to foster a skilled and cohesive workforce.
- Oversaw the processing of incoming and outgoing mail to support efficient communication.
- Directed front desk personnel in fostering a cooperative environment while ensuring exceptional customer service delivery.
- Directed integration of electronic health record system, significantly improving data accuracy and accelerating retrieval processes.
- Coordinated daily activities to maintain operational efficiency and facilitate timely patient scheduling.
- Streamlined office procedures to enhance operational efficiency and patient satisfaction.
- Managed scheduling for dental appointments, optimizing workflow and reducing patient wait times.
SCHEDULER/RECEPTIONIST
Hear Lab
San Antonio, TX
01.2012 - 10.2013
- Facilitated effective communication by answering and routing calls through a multi-phone line setup.
- Facilitated efficient mail sorting and allocation to enhance team communication.
- Managed setup and repair of office equipment to support daily operations.
- Oversaw ordering and monitoring of office supplies to ensure operational efficiency.
- Engaged with supervisors and team members to identify supply needs and ensure compliance with inventory tolerances.
- Assessed employee performance metrics to enhance scheduling efficiency and effectiveness.
- Facilitated streamlined operations through proficient execution of clerical duties such as data entry, photocopying, scanning, and faxing documents.
- Coordinated scheduling for patient appointments, optimizing resource allocation and minimizing wait times.
EXTERNSHIP MEDICAL ADMINISTRATIVE ASSISTANT
Family First Care Clinic
Converse, TX
02.2011 - 11.2011
- Enabled streamlined interactions between patients and healthcare providers to enhance service delivery and patient satisfaction.
- Managed administrative and clinical tasks to ensure efficient patient care and office functionality.
- Conducted vital sign assessments to ensure patient stability and safety.
- Developed and delivered comprehensive training programs to ensure seamless integration of new administrative staff into clinic operations.
- Supported billing operations through meticulous verification of insurance details, enhancing claims efficiency.
- Directed maintenance of electronic health records to uphold compliance with industry standards and enhance data integrity.
- Engaged with insurance providers to expedite payment collection and maintain cash flow.
- Implemented precise billing and coding practices to expedite reimbursements for services rendered.
- Facilitated pre-authorization processes with insurance providers to ensure timely access to medical services.
- Managed patient scheduling and appointment confirmations to optimize clinic workflow.
Education
Bachelor of Science - Operations Management
Palo Alto College
San Antonio, TX06-2027
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Theodore Roosevelt High School
TX05-2026
Associate of Applied Science - Healthcare Administrator
Palo Alto College
San Antonio05-2025
Associate of Applied Science - Medical Administrative Assistant
Everest Institute
San Antonio10-2011
Skills
- Client management
- Insurance billing
- Medical billing
- HIPAA compliance
- Professional demeanor
- Outbound calling
- Customer education
- Benefits determination
- Client assistance
- System documentation
- Administrative and office support
- Patient account management
- Team collaboration
- Claims verification
- Claims billing
- Healthcare billing
- Client support
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
Patient Account Representative
Guide House
01.2026 - Current
Senior Client Service Representative
Christus Healthcare
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
03.2017 - 06.2021
SCHEDULER/RECEPTIONIST
Hear Lab
01.2012 - 10.2013
EXTERNSHIP MEDICAL ADMINISTRATIVE ASSISTANT
Family First Care Clinic
02.2011 - 11.2011
Associate of Applied Science - Medical Administrative Assistant
Everest Institute
Associate of Applied Science - Healthcare Administrator
Palo Alto College
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Theodore Roosevelt High School
Bachelor of Science - Operations Management
Palo Alto College