Karla Agnew
North Las Vegas,nv,NV
Summary
Reliable Patient Care Advocate well-versed in assisting guests with check-in, check-out and billing services. Smart individual with combined organizational skills and polished customer service style. Promptly addresses various questions and concerns from customers to facilitate positive guest experience and repeat business.
Overview
21
21
years of professional experience
Work History
Front Desk Clerk
Desert Orthopedic Center
05.2021 - Current
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Used internal software to process reservations, check-ins and check-outs.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Collected room deposits, fees, and payments.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
Denials Coordinator
Mountain View Hospital
02.2018 - 04.2020
- Reviewed provisions of certificates or policies to determine patient's medical coverage losses.
- Identified root cause of denials to provide plans for denial resolution.
- Resolved medical claims by approving or denying documentation, calculating benefit due and initiating payment or composing denial letter.
- Maintained knowledge of insurance coverage benefit levels, eligibility systems and verification processes.
- Scanned hard copy medical records and correspondence to convert into electronic files.
- Examined medical treatment records and medical bills to gauge overall extent of liability.
- Adjusted client accounts by entering discretionary billing items, requesting rebills and updating billing entity records.
- Documented medical claim actions by completing forms, reports, logs and records.
- Contacted clients to collect information and communicate disposition of case, documenting interactions regarding eligibility, verification of benefits and claims payment status.
- Identified insurance coverage limitations with thorough examinations of claims documentation and related records.
- Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.
Patient Financial Counselor
Mountain View Hospital
08.2004 - 02.2018
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Organized patient records and database to facilitate information storage and retrieval.
- Trained new staff on filing, phone etiquette and other office duties.
- Greeted and assisted patients with check-in procedures.
- Facilitated communication between patients and various departments and staff.
- Resolved customer complaints using established follow-up procedures.
- Provided excellent customer service to patients and medical staff.
- Verified patient insurance eligibility and entered patient information into system.
Patient Registration Representative
Mountain View Hospital
05.2003 - 08.2004
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Explained financial responsibilities to patients as well as payment options and potential collection procedures imposed upon patients and other responsible parties.
- Accurately inputted patient and insurance information into company's computer system using Meditech or ModMed.
- Set up patients in system by documenting key data, confirming eligibility, and verifying insurance benefits.
- Imaged and scanned patient and registration documentation into electronic patient records.
- Collected payments and co-pays from customers using large variety of insurance programs, adjusting amounts based on specific plan directives.
- Verified insurance coverage to confirm patient coverage for necessary medical services.
Education
Bachelor of Arts - Criminal Justice
University of Nevada - Las Vegas
Las Vegas, NV08.2008
Skills
- Multi-Line Phone Systems
- Attractions and Amenities Knowledgeable
- Guest Relations
- Hospitality Management
- Problem-Solving Skills
- Conflict Management
- Listening Skills
- Guest Reception
- Time Management
- Cash Handling
- Customer Service
- Payment Processing
Timeline
Front Desk Clerk
Desert Orthopedic Center
05.2021 - Current
Denials Coordinator
Mountain View Hospital
02.2018 - 04.2020
Patient Financial Counselor
Mountain View Hospital
08.2004 - 02.2018
Patient Registration Representative
Mountain View Hospital
05.2003 - 08.2004
Bachelor of Arts - Criminal Justice
University of Nevada - Las Vegas
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