Jessica Vigil
Northglenn,CO
Summary
Established Professional, innovative and talented, with over 10 years of customer service expertise. Results-driven leader with excellent communication and interpersonal skills; a strong emphasis in providing customers with superior service. Proven history and success improving performance and cultivating productivity in a highly competitive industry. Seeking a customer service position with opportunities for growth and advancement that will benefit from my experience and leadership abilities. Capable of a wide range of assertive leadership roles.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Patient Access Representative
Denver Health
Denver
07.2024 - Current
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Under minimal supervision, collection of comprehensive demographic and insurance information required for facilitating timely and accurate billing of patients in a fast-paced, dynamic and demanding environment, utilizing established protocols and procedures.
- Maintained outside relationships as point of contact with the City and County of Denver for patient workman's comp records
Patient Access Representative
Denver Health
Denver, CO
10.2023 - 07.2024
- Under minimal supervision, responsible for the collection of comprehensive demographic and insurance information required for facilitating timely and accurate billing patients in a fast-paced, dynamic and demanding environment
- Prioritize and perform a multitude of duties in a fast-paced, demanding environment
- Versatile in all areas of responsibility and accommodate numerous situational types in difficult areas including, but not limited to Bed Control, Inpatient, Urgent Care, Pediatrics Urgent & Emergent Care, ED, Psychiatric Emergency Services, and Insurance Verification/Authorization
- Utilizing critical analytical thinking skills to identify patients that are unable to participate in registration process due to injury, age, or other undetermined barriers
- Excellent telephone skills, critical analytical/investigative thinking skills, with an emphasis on exceptional customer service
- Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
- Maintained accurate patient records, contributing to a well-organized database for seamless information access across departments.
- Developed proficiency in various healthcare software programs for accurate documentation of patient encounters and streamlined workflows within the department.
- Demonstrated excellent problem-solving skills by identifying potential bottlenecks within the registration process and implementing effective solutions to address them.
- Increased efficiency in managing high call volumes by developing effective phone triage techniques for prioritizing urgent matters.
- Increased efficiency in billing process by accurately capturing chargeable services during patient registration.
- Increased patient trust and satisfaction, delivering empathetic support and guidance throughout their visit.
- Improved patient satisfaction by efficiently managing registration and intake processes.
- Supported clinical staff by preparing accurate patient documentation and records ahead of appointments.
- Achieved high levels of accuracy in patient data entry, minimizing errors and enhancing record reliability.
- Responded to inquiries by directing calls to appropriate personnel.
- Resolved customer complaints using established follow-up procedures.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Organized patient records and database to facilitate information storage and retrieval.
- Improved operational efficiency, organizing patient documentation and streamlining access to information.
Care Ambassador/ Dispatcher
DispatchHealth
Denver, CO
10.2021 - 09.2023
- All components of acute patient screening including evaluation of symptoms/chief complaint, documentation and coordinator of triage with supervisors and clinical teams
- Coordination of day-to-day clinical team patient volume
- Coordination of patient referrals
- Ability to multitask
- Provide excellent customer service over the phone to patients
Clerical Support Specialist III
Denver Sheriff Health Services
Denver, CO
01.2020 - 10.2021
- Releases and copies medical records for outside agencies, patients, insurance companies, etc
- Audits the medical record to ensure completeness and legibility
- Pull medical charts to prepare clinical lines
- Files loose paperwork daily and accurately
- Maintain the four-part chart accurately
- Provides administrative assistance and technical support to the Denver Sheriff Health Services Unit
Admissions Specialist
DaVita
Centennial, CO
07.2019 - 01.2020
- Request placement and/or respond to inquiries regarding treatment options via outbound calls, e-mail, and/or other designated contacts
- Place outbound calls to Hospitals to complete placement requests
- Build positive relationships with Hospitals, Discharge planners, Case Managers, & DaVita teammates across the Village and provide customer service excellence
- Achieve the metrics and goals set for the department
- Work during expanded/non-traditional hours to serve patients and teammates (in different time zones)
Guest Services Specialist
DaVita
Centennial, CO
08.2017 - 07.2019
- Provide Contact Center-based support via phone, email, fax, and web to facilitate provision of services for those Guests who choose DaVita visiting or permanent dialysis;
- Provide support from arranging dialysis placements to providing information about dialysis treatment options (DaVita at Home, Peritoneal Dialysis, In-Center Self-Care, Nocturnal, as well as, traditional In-Center Hemodialysis)
- Supports the community in the event of an emergency making emergency dialysis placements to calling patients and teammates during emergency events to make sure all are accounted for and safe
Customer Service Representative
AeroCare USA
Denver, CO
12.2015 - 07.2017
- Answers all incoming calls and is usually the first contact for referral sources and patients
- Makes determination of required action
- Takes service orders from physicians or other referral sources; places the order internally
- Coordinates new patient delivery schedule with the service area
- Process patient information where accuracy and timely processing is most important
- Verifies insurance coverage and advises collections department of required actions for billing
- Maintains copy of current patient files and files on referral sources
- Responds to new and existing patients' requests
Education
Certified Medical Assistant -
Pima Medical Institute
Denver, CO11.2012
High school diploma or GED -
Emily Griffith Technical College
Denver, CO06.1998
Skills
- Data Entry/Accuracy
- Strategic Negotiation
- Performance Evaluation
- Administrative Support
- Record/File Maintenance
- Team Collaboration
- Relationship Building
- Staff Training/Coaching
- Customer Retention
- Team Building/Leadership
- Client/Vendor Relations
- Typing
- Windows
- Insurance verification
- Customer service
- Medical terminology
- Medical records
- Technical support
- Remote access software
- Clerical experience
- EMR systems
- Epic
- Training & development
- Pediatrics
- HIPAA
- Guest services
- Negotiation
- Cold calling
- Records management
- Computer skills
- Communication skills
- Case management
- Hospital experience
- Writing skills
- ICD-10
- Patent law
- HIPAA compliance
- Patient registration
- Patient check-in
- Multitasking and organization
- Healthcare systems navigation
- Strong empathy
- EMR
- Problem-solving
- Team collaboration
- Money handling
- Quality assurance
- Relationship building
- Flexible schedule
- Insurance billing
- Eligibility determination
- Conflict resolution
- Payment processing
- Information collection
- Registration management
- Work quality evaluation
- System updating
- Call screening
- Team leadership
- Referral coordination
- Pre-admission requests
- EMR updating
- Medical billing
Certification
Driver's License, 09/01/21, 10/31/26
Timeline
Patient Access Representative
Denver Health
07.2024 - Current
Patient Access Representative
Denver Health
10.2023 - 07.2024
Care Ambassador/ Dispatcher
DispatchHealth
10.2021 - 09.2023
Clerical Support Specialist III
Denver Sheriff Health Services
01.2020 - 10.2021
Admissions Specialist
DaVita
07.2019 - 01.2020
Guest Services Specialist
DaVita
08.2017 - 07.2019
Customer Service Representative
AeroCare USA
12.2015 - 07.2017
Certified Medical Assistant -
Pima Medical Institute
High school diploma or GED -
Emily Griffith Technical College