Kaitlyn E. Lerma
Albuquerque,New Mexico
Summary
Compassionate and highly organized Patient Access Advocate with over 6 years of experience in emergency room admissions, insurance verification, and patient support. Adept at managing high-pressure situations with precision and empathy. Proven ability to maintain HIPAA compliance, resolve conflicts, and streamline patient access operations. Committed to enhancing patient experience and operational efficiency in fast-paced healthcare environments.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Patient Access Advocate III
Presbyterian Healthcare
Albuquerque, NM
03.2019 - Current
- Registered and verified patients in emergency department, ensuring accurate demographic and insurance information.
- Performed EPIC downtime protocols to sustain workflow during system outages.
- Conducted insurance verification through online systems and direct communication with payers.
- Collected and reconciled patient financial obligations; achieved 20% collection goal for 2025.
- Educated patients on financial assistance and charity care programs.
- Ensured compliance with Medicare guidelines by completing MSPQ and authorization documentation.
- Maintained high standards of data integrity while contributing to data quality initiatives.
- Participated in staff training programs focused on advocacy best practices.
- Processed payments received from patients, reconciling receipts with daily deposits.
Assistant Manager
WestPark Apartments
Albuquerque, NM
09.2011 - 06.2014
- Managed over 200 resident accounts, and reduced delinquencies by implementing flexible payment plans.
- Administered Section 8 and Tax Credit housing documentation in compliance with fair housing laws.
- Assisted with budget preparation and vendor negotiations.
- Organized 6+ community holiday events annually to foster resident engagement.
- Trained staff in lease protocols, inspections, and tenant relations.
- Managed leasing processes and maintained accurate property records.
- Trained staff on customer service protocols and company policies.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Evaluated individual and team business performance and identified opportunities for improvement.
Studio Manager
Allegro West Dance Studio Co.
Rio Rancho, NM
05.2002 - 09.2010
- Oversaw daily operations and budgeting for a staff of 10; managed payroll, billing, and front desk duties.
- Maintained accounts receivable/payable; decreased delinquency to 2% monthly.
- Developed client and vendor contracts, and managed class scheduling and studio programs.
- Organized production schedules, managed budgets and tracked expenses.
- Evaluated instructor performance and provided feedback for professional growth opportunities.
- Conducted regular meetings with teams to discuss upcoming tasks and deadlines.
- Coordinated communication between instructors, students, and parents to enhance engagement.
- Managed studio budget and expenses to ensure financial sustainability of programs.
- Trained new staff on studio policies, procedures, and best practices for customer service.
- Assisted in the onboarding process of new employees by providing training materials.
Education
Bachelor of Science - Psychology
New Mexico State University
Las Cruces, NM07.2025
Nursing Program - Nursing
Central New Mexico Community College
01.2024
B.S. - Earth and Planetary Sciences, Contemporary Dance
University of New Mexico
05.2006
High School Diploma -
Rio Rancho High School
01.2002
Skills
- Patient registration and admissions
- Document filing
- Insurance verification
- EPIC and Waystar systems
- Financial counseling
- HIPAA compliance
- Conflict resolution
- Microsoft Office Suite
- Data management
- Patient advocacy
- Benefits administration
- Creative and critical thinking
Certification
- Notary Public, State of New Mexico
- HIPAA Training & Compliance
- Advanced Microsoft Office Certification (informal or documented experience)
Timeline
Patient Access Advocate III
Presbyterian Healthcare
03.2019 - Current
Assistant Manager
WestPark Apartments
09.2011 - 06.2014
Studio Manager
Allegro West Dance Studio Co.
05.2002 - 09.2010
Bachelor of Science - Psychology
New Mexico State University
Nursing Program - Nursing
Central New Mexico Community College
B.S. - Earth and Planetary Sciences, Contemporary Dance
University of New Mexico
High School Diploma -
Rio Rancho High School
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