Marcelina (Marci) DeLeon
Alpine,CA
Summary
Understanding Patient Care Representative with 17 years of experience working in patient services. Highly skilled in conducting and coordinating patient care and registration. Sound knowledge of customer service practices. Maintains privacy and confidentiality of patients while providing first-rate customer service.
I am a highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
16
16
years of professional experience
Work History
Patient Care Representative
Adema Family Medicine
Santee, CA
10.2007 - 05.2023
- Administered treatment information to patients, explaining scientific details in easy-to-understand terms.
- Maintained updated knowledge of HIPAA regulations related to the release of confidential medical information.
- Collaborated with clinical and administrative staff to meet patient needs.
- Assisted patients in filing pertinent consent forms and payment contract forms.
- Coordinated with pharmaceutical representatives and physicians to schedule presentations.
- Counseled patients on potential financial liabilities and payment requirements.
- Received patient inquiries or complaints and directed to appropriate medical staff members.
- Collaborated with nursing staff to advocate for individual patient needs and insurance coverage.
- Verified patients' insurance and payment methods during admissions or check-in processes.
- Explained policies, procedures and services to patients.
- Obtained patient address, insurance information, contact information and medical history.
- Established strong work network by building professional relationships with physicians and fellow employees.
- Answered incoming calls from patients and other healthcare professionals to answer questions or provide information.
- Reported liabilities and risk management concerns to supervisor for review.
- Assisted with scheduling of diagnostic tests such as X-rays, CT scans or MRIs.
- Troubleshot and resolved complex customer service issues to enhance patient and family experience.
- Obtained informed consent and payment documentation from patients and filed in system.
- Completed registration procedures for patients, expertly inputting information to meet provider, facility and legal requirements.
- Organized timely and accurate referrals to help patients obtain health care services and access available resources.
- Provided assistance with registration paperwork during new patient intakes.
- Verified documentation methodically to avoid critical errors impacting care delivery and payments for services.
- Compiled information from patients and caregivers or family members to identify care concerns.
- Liaised effectively with patients, doctors and staff members, assessing medical charts and promoting high level of communication and interaction.
- Cultivated positive relationships with patients to help facility meet satisfaction scores and patients obtain best possible care.
- Provided patient intake services, including collecting and entering accurate demographic data into the electronic health record.
- Instructed patients on policies and required actions for different types of appointments and procedures.
- Performed basic clerical duties such as photocopying documents and filing papers.
- Categorized and labeled medical documents and documented work processes.
- Drafted educational brochures and informative newsletters for patients and staff.
- Received and routed care team messages and documents to appropriate staff.
- Processed payments from patients using cash registers or computer software programs.
- Communicated with patients to ensure quality of care and develop care plans.
- Assisted healthcare providers in managing patient care by coordinating appointments, referrals, laboratory tests, and medical records.
- Greeted patients upon arrival and maintained a clean reception area for visitors.
- Provided administrative support for patient care staff.
- Assisted with customer requests and answered questions to improve satisfaction.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Understood and followed oral and written directions.
- Recognized by management for providing exceptional customer service.
- Identified needs of customers promptly and efficiently.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Answered on average 20-30 calls per shift to assist with customer questions and concerns.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
Education
Nursing Assistant/Phlebotomy Certificate - Medical Assisting
San Diego County ROP
San Diego, CA03-2003
Skills
- Patient Relations
- Appointment Scheduling
- Scheduling
- Co-Payment Collection
- Patient Scheduling
- Patient Registration
- New Patient Chart Preparation
- Insurance Coverage Verification
- Patient Information Verification
- Patient-Focused Care
- Care Planning
- Patient Education
References
References available upon request.
Timeline
Patient Care Representative
Adema Family Medicine
10.2007 - 05.2023
Nursing Assistant/Phlebotomy Certificate - Medical Assisting
San Diego County ROP
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