Jessica Lacriola
Mountain Home,AR
Summary
Proven Front Office Assistant at Optum, adept in file organization and offering exceptional listening skills, enhanced client retention by streamlining check-in processes and improving team collaboration. Demonstrated professionalism in handling sensitive information, contributing to customer satisfaction. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level position. Ready to help team achieve company goals. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
22
22
years of professional experience
Work History
Front Office Assistant
Optum Care, Inc. (MedExpress Urgent Care)
2024.02 - Current
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Maintained a professional and welcoming environment for clients, contributing to an overall positive experience.
- Responded to inquiries from callers seeking information.
- Directed phone inquiries, answered customer questions, and scheduled appointments.
- Reviewed and updated customer information in database for accuracy.
- Increased client retention by providing exceptional service while managing check-in and check-out processes.
- Handled financial transactions accurately by processing payments, issuing receipts, and maintaining detailed records of all transactions.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Enhanced customer satisfaction by promptly addressing inquiries and concerns at the front desk.
- Collaborated with team members to improve overall front office performance through consistent feedback and process improvement suggestions.
- Supported staff members with administrative tasks, improving productivity across various departments.
- Updated client databases regularly while maintaining accuracy in contact details comprehensively.
- Resolved conflicts professionally and efficiently, fostering a positive workplace atmosphere.
- Processed payments and informed individuals of further financial responsibility to facilitate timely payments.
- Processed incoming and outgoing mail, sorting and distributing to correct staff and departments.
- Streamlined office operations for increased efficiency through effective organizational tasks such as filing, scheduling, and data entry.
- Completed patient check-in processes by verifying insurance and submitting forms to nursing team.
- Facilitated seamless communication between departments by routing calls and relaying messages accurately and in a timely manner.
- Screened visitors and issued badges to maintain safety and security.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Maintained transaction security by verifying payment cards against identification.
- Provided clerical support, addressing routine, and special requirements.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Followed detailed directions from management to complete daily paperwork and computer data entry.
- Completed daily logs for management review.
- Verifying correct insurance packages for proper billing.
- Drug screens and Verifying proper paperwork and occupational medical services.
Patient Service Representative
Advocate Medical Group
2002.04 - 2023.07
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Managed patient registration process, confirming data accuracy and completeness.
- Used Epic to schedule appointments.
- Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.
- Handled customer service inquiries in person, via telephone and through email.
- Assisted patients in filling out check-in and payment paperwork.
- Facilitated patient registration by accurately entering demographic and insurance information into electronic health record systems.
- Entered patient demographic and insurance data into electronic medical record system.
- Processed medical records requests efficiently, safeguarding patient privacy while ensuring timely information access for healthcare providers.
- Served as a reliable source of information for patients regarding appointment scheduling, insurance coverage inquiries, and general office policies.
- Assisted with insurance verification tasks, ensuring accurate billing and timely reimbursement for services rendered.
- Took copayments and compiled daily financial records.
- Balanced deposits and credit card payments each day.
- Built and maintained positive working relationships with patients and staff.
- Actively participated in team meetings focused on improving workflows and enhancing overall practice performance.
- Handled complex insurance pre-authorization processes accurately, enabling timely delivery of necessary medical services.
- Coordinated referrals efficiently between primary care providers and specialists, ensuring a seamless patient experience.
- Managed waiting room operations effectively, addressing any issues or concerns that arose during peak hours.
- Streamlined appointment scheduling for increased patient convenience and reduced wait times.
- Increased overall practice revenue by diligently collecting copayments and outstanding balances at the time of service.
- Developed and implemented customer service policies and procedures.
- Collaborated with clinical staff to coordinate care plans, resulting in improved patient outcomes.
- Reduced no-show rates through consistent appointment reminder calls, leading to improved clinic productivity.
- Enhanced office efficiency by managing multi-line phone systems and promptly directing calls to appropriate personnel.
- Resolved billing inquiries and disputes in timely fashion.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Provided compassionate support for patients facing financial challenges, assisting them in navigating available resources and payment options.
- Supported new Patient Service Representatives'' orientation process by sharing expertise on office procedures.
- Contributed to the resolution of billing disputes by working closely with insurance companies and patients to clarify charges and payment expectations.
- Investigated insurance claims denials and appeals.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Resolved patient billing issues in line with established guidelines.
- Educated patients on importance of preventive health care and insurance coverage.
- Coordinated patient's care by facilitating caregiver access to medical home providers and resources to meet patient needs.
- Addressed bad debts in line with set protocols.
- Answered incoming calls, scheduled appointments and filed medical records.
- Provided excellent customer service to patients and medical staff.
- Verified patient insurance eligibility and entered patient information into system.
- Greeted and assisted patients with check-in procedures.
- Followed document protocols to safeguard confidentiality of patient records.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Trained new staff on filing, phone etiquette and other office duties.
- Facilitated communication between patients and various departments and staff.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Engaged with patients to provide critical information.
- Responded to inquiries by directing calls to appropriate personnel.
- Resolved customer complaints using established follow-up procedures.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Organized patient records and database to facilitate information storage and retrieval.
- Delivered support to medical staff in completion of patient paperwork.
- Recommended service improvements to minimize recurring patient issues and complaints.
Education
High School Diploma -
Proviso East High School
Maywood, IL06.1994
Skills
- Listening Skills
- File Organization
- Problem-solving skills
- Time Management
- Data Entry
- Administrative Skills
- Scheduling appointments
- Cash Handling
- Reception duties
- Billing and Invoicing
- Mail handling
- Appointment Setting
- Scheduling and calendar management
- Schedule Management
- Insurance Verification
- Hospitality services
- Administrative Support
- Strong Problem Solver
- Multi-line phone proficiency
- Supply Restocking
- Teamwork and Collaboration
- Problem-Solving
- Attention to Detail
- Problem-solving abilities
- Multitasking
- Multitasking Abilities
- Reliability
- Excellent Communication
- Organizational Skills
- Active Listening
- Effective Communication
- Self Motivation
- Professionalism
Timeline
Front Office Assistant
Optum Care, Inc. (MedExpress Urgent Care)
2024.02 - Current
Patient Service Representative
Advocate Medical Group
2002.04 - 2023.07
High School Diploma -
Proviso East High School
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