Josephine Alvidrez
Sunland Park,NM
Summary
Dynamic customer service professional with extensive experience at University Medical Center El Paso. Proven ability to resolve conflicts with empathy and critical thinking, enhancing patient satisfaction. Skilled in data entry and maintaining detailed records, while effectively managing high-stress situations and training new team members to improve operational efficiency.
Committed to ensuring customer satisfaction by providing exceptional service and unmatched support. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
4
4
years of professional experience
Work History
Enrollment Services/Customer Service Rep.
University Medical Center El Paso
02.2022 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer/patient complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the organization alike.
- Assist with management of accounts receivable and collection of payments thru Core, Sorian and Flywire.
- Receive and process all remits from insurance companies on a daily basis, including electronic and Explanation of Benefits (EOB) details.
- Post payments, identify undistributed payments, credit balances and document all activities in patients account.
- Ensure payments are appropriately applied to accounts and identify and reconcile variances timely.
- Assist patients with charity applications.
- Verify insurance through Avility and TMHP.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Basic understanding of payer remittances
- Knowledge of computers and accounting systems
- Ability to work independently as well as in team environment
- Detail-oriented ability to set and meet deadlines, and support multiple projects
- Excellent oral and written communication skills
- Analytical ability to comprehend, interpret and explain contract terms
- knowle3dge of third party reimbursement processes and current insurance terminology
- Knowledge of Patient financial accounting processes and procedures
Temporary Hospital and Clinic Screener
University Medical Center of El Paso
05.2021 - 02.2022
- Developed training materials for new screeners on best practices, improving overall team efficiency and consistency in evaluation methods.
- Complied with all federal, state, and local regulations as well as company policies
- Checked equipment during each shift to assess functionality.
- Protected confidentiality of data by using security techniques.
- Interacted with public to give directions, explain rules, and regulations and respond to inquiries.
- Completed extensive training in emergency response protocols related to fire safety and hazardous material handling
- Adhered to strict screening techniques and procedures while conducting human screenings.
Patient Scheduler
University Medical Center of El Paso
02.2021 - 04.2021
- Provided compassionate support to patients during their healthcare journey, addressing concerns and answering questions about appointments promptly.
- Demonstrated excellent problem-solving skills when faced with scheduling conflicts or last-minute changes, finding solutions that satisfied both patients and providers alike.
- Enhanced patient satisfaction by efficiently scheduling appointments and managing appointment changes.
- Coordinated with other departments for seamless patient transfers, expediting necessary follow-up appointments.
- Maintained confidentiality and adhered to HIPAA regulations when handling sensitive patient information during the scheduling process.
- Handled cancellations professionally, rescheduling patients in a timely manner while minimizing disruptions to daily operations.
- Verified insurance coverage and obtained pre-authorizations.
- Assisted in training new schedulers, sharing best practices and improving team efficiency.
- Identified trends in appointment availability data, suggesting improvements to better meet patient needs and preferences.
Education
Health Unit Coordinator Certification - Health Unit Coordinator
El Paso Community College
El Paso, TX12-2012
Cosmetology License - Cosmetology
Tri-State Cosmetolgy Institution
El Paso, TX09-1997
High School Diploma -
Gadsden High School
Anthony, NM05-1986
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Enrollment Services/Customer Service Rep.
University Medical Center El Paso
02.2022 - Current
Temporary Hospital and Clinic Screener
University Medical Center of El Paso
05.2021 - 02.2022
Patient Scheduler
University Medical Center of El Paso
02.2021 - 04.2021
Health Unit Coordinator Certification - Health Unit Coordinator
El Paso Community College
Cosmetology License - Cosmetology
Tri-State Cosmetolgy Institution
High School Diploma -
Gadsden High School
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