Jessica Villagomez
Oak Lawn,IL
Summary
Dedicated customer service professional with a strong focus on client satisfaction and loyalty. Proven ability to enhance operational processes, resulting in improved customer experiences. Core competencies include exceptional communication, adept problem-solving, and the capacity to manage multiple tasks effectively. Committed to leveraging expertise to drive continuous improvement in customer support initiatives.
Overview
28
28
years of professional experience
Work History
Patient Access Associate I
Ascension Medical Group
Chicago, Illinois
11.2020 - Current
- Processed insurance verifications and authorizations to ensure coverage of services.
- Verified patient information through insurance eligibility checks.
- Ensured updated demographics were accurately entered into the EPIC system.
- Followed up with patients to ensure pre-registration requirements were met.
- Compiled residual amounts and posted them into HP24 system.
- Boosted overall organization productivity by effectively managing multiple priorities and tasks within a fast-paced hospital environment.
- Collaborated with interdisciplinary teams for improved care coordination, resulting in better patient outcomes overall.
- Reduced errors in patient registration by meticulously collecting and inputting data into electronic health records.
Patient Service Representative
Lawn Medical Center
Oak Lawn, IL
12.2019 - 11.2020
- Managed patient check-in and check-out processes.
- Managed call transfers efficiently to appropriate sectors.
- Maintained up-to-date understanding of HIPAA regulations via regular training.
- Verified insurance information, collected payments, and scheduled appointments.
- Communicated financial obligations to patients and collected fees at time of service.
- Scanned completed forms, identification and insurance cards, maintaining patient documents folder.
- Guided patients through the completion of consent and other required medical forms.
- Adhered to HIPAA regulations when handling confidential patient information.
Patient Service Representative Team Lead
Pcc Community Wellness Center
Melrose Park, IL
07.2018 - 12.2019
- Assigned tasks to team members according to their strengths and abilities.
- Addressed patient inquiries and concerns, resolving issues in a timely and empathetic manner.
- Monitored waiting areas to ensure a comfortable and safe environment for patients and visitors.
- Guided patients through the completion of consent and other required medical forms.
- Verified demographics and insurance information to register patients in computer system.
- Kept patient appointments on schedule by notifying providers of patients' arrival and reviewing service delivery compared to schedule.
- Verified patients' insurance and payment methods during admissions or check-in processes.
- Provided assistance in managing daily batch reconciliations.
- Developed strategies for improvement of patient services processes.
- Participated in training sessions to stay updated on healthcare policies and registration software.
Client Relations Associate
Hinda Incentives, Inc
Chicago, Illinois
01.2014 - 07.2018
- Handled all client requests promptly through email and phone.
- Produce monthly Order Comparison Reports for top clients.
- Partnered with program manager to handle escalated client concerns.
- Addressed and resolved client issues while adhering to company security standards and service level agreements.
- Generated manual credits and resolved discrepancies as necessary.
- Enhanced client retention rates through proactive issue identification.
- Built lasting rapport with clients by consistently communicating.
Customer Service Representative
Hinda Incentives, Inc
Chicago, Illinois
01.2009 - 01.2014
- Filed claims for missing orders, ensuring prompt resolution for program participants.
- Proactively listened to customer needs and addressed them efficiently.
- Researched all incentive programs to ensure accurate customer responses.
- Handled client issues empathetically, fostering stronger customer retention and continuous business.
- Reduced wait times by promptly addressing incoming customer telephone inquiries.
- Addressed customer inquiries with courtesy and professionalism.
- Handled pressure-filled environments efficiently, maintaining calm while addressing conflicts.
- Provided accurate information about products and services to customers.
Research & Adjustments Senior Associate
ABN AMRO Bank
Chicago, Illinois
01.2001 - 01.2009
- Handled adjustments for items exceeding $10,000.
- Corrected account discrepancies due to encoding and listing errors.
- Coordinated with financial institutions to address outstanding inquiries.
- Increased efficiency by pinpointing areas needing improvement and offering actionable solutions.
- Focused on delivering outstanding outcomes for clients and the organization while handling multiple tasks.
Research & Adjustments Coordinator
ABN AMRO Bank
Chicago, Illinois
01.2000 - 01.2001
- Coordinated weekly workload distribution to associates.
- Resolved customer disputes through direct interaction.
- Supported supervisor in overseeing production and meeting service level agreements.
- Enhanced team efficiency through consistent communication and progress updates.
- Compiled data for accurate reporting.
- Maintained accurate and organized documentation for smooth workflows.
- Increased client contentment through prompt inquiry responses.
- Guided team members in daily tasks and complex challenges.
- Prioritized tasks to ensure smooth workflow.
Wholesale Lockbox Data Entry Coordinator
ABN AMRO Bank
Chicago, Illinois
01.1998 - 01.2000
- Assigned files to data entry teams based on deadlines.
- Ensured accurate execution of pulls with strict adherence to deadlines.
- Adhered to established SLAs consistently.
- Demonstrated strong focus entering extensive data accurately under stringent deadlines.
- Developed efficient processes to boost productivity.
- Contributed in team meetings, offering valuable insights resulting in process enhancements.
- Oversaw daily tasks and performance.
Wholesale Lockbox Encoding Operator
ABN AMRO Bank
Chicago, Illinois
01.1997 - 01.1998
- Encoded checks according to deadlines.
- Verified tape listings matched the encoded checks.
- Ensure all Service Level Agreements are met.
- Operated various types of machinery, demonstrating versatility and adaptability in diverse work environments.
- Performed quality checks to identify finish discrepancies.
Education
Some College (No Degree) - Medical Assistant
Robert Morris University
Chicago, ILSkills
- Patient registration
- Patient confidentiality
- Healthcare software expertise
- Medical terminology
- Appointment scheduling
- Workflow optimization
- Payment processing
- Data entry proficiency
- Strong empathy
- HIPAA compliance
- Patient check-in
- Patient identity verification
- Insurance verification
- EMR
- Data entry
- Friendly and outgoing
- Money handling
- Phone and email etiquette
- Team leadership
Languages
Spanish
Professional
Timeline
Patient Access Associate I
Ascension Medical Group
11.2020 - Current
Patient Service Representative
Lawn Medical Center
12.2019 - 11.2020
Patient Service Representative Team Lead
Pcc Community Wellness Center
07.2018 - 12.2019
Client Relations Associate
Hinda Incentives, Inc
01.2014 - 07.2018
Customer Service Representative
Hinda Incentives, Inc
01.2009 - 01.2014
Research & Adjustments Senior Associate
ABN AMRO Bank
01.2001 - 01.2009
Research & Adjustments Coordinator
ABN AMRO Bank
01.2000 - 01.2001
Wholesale Lockbox Data Entry Coordinator
ABN AMRO Bank
01.1998 - 01.2000
Wholesale Lockbox Encoding Operator
ABN AMRO Bank
01.1997 - 01.1998
Some College (No Degree) - Medical Assistant
Robert Morris University