Karla Guendulay Rivera

• Handling incoming calls and following up on customer visits
• Responding to Internet lead requests
• Setting appointments for test drives
• Following up with past customers and maintain relationship
• Forward customer concerns to the proper Department manager for follow up
• Use Microsoft Excel / Outlook daily to track numbers for the CRM
• Translator ( when needed)

• Greeted and assisted all visitors and staff, managing the front office with professionalism and efficiency
  Translated documentation and in-person communications for Spanish-speaking employees
  Coordinated incoming and outgoing mail, parcels, and scheduled carrier pickups
  Partnered with HR to process new hire paperwork, update personnel files, and moderate orientation sessions
  Managed employee time-off requests and communicated updates at weekly staff meetings
  Maintained employee records related to payroll and benefits with strict confidentiality
  Operated multi-line phones, copied and scanned important documents, and generated reports in Excel
  

• Welcomed and checked in patients, verified insurance and demographics, and collected copayments at the time of service
• Used EPIC to update medical records, schedule/reschedule appointments, and track provider availability
• Maintained smooth patient flow by coordinating communication between patients, therapists, and staff
• Verified coverage and submitted claims as needed; input ICD-10 medical codes for billing accuracy
• Monitored office and clinical supply inventory and placed orders to maintain stock
• Served as in-house Spanish translator for patient communication and documentation
• Ensured compliance with HIPAA policies and maintained patient confidentiality at all times

• Greet patients and families, manage check-ins and check-outs, and answer multi-line phone system
• Respond to voicemails and emails in a timely and professional manner
• Maintain a clean, organized, and welcoming clinic environment
• Coordinate therapist schedules and room usage to optimize patient flow
• Monitor clinic supplies and manage restocking and vendor deliveries
• Obtain and verify insurance coverage and eligibility prior to appointments
• Confirm deductible, co-pay, coinsurance, and authorization requirements with payers
• Communicate benefits information clearly to families and staff
• Collect and input accurate patient demographic and insurance information into the EMR
• Submit and track authorizations for evaluations and ongoing therapy services
• Flag and follow up on expired authorizations or coverage changes
• Work closely with billing specialists to address claim denials and resolve insurance issues
• Assist patients with billing and insurance-related questions
• Review and correct rejected claims due to insurance data errors

Credentialing & Provider Enrollment

• Prepare and submit initial credentialing and recredentialing applications for providers
• Track application status and maintain ongoing communication with insurance companies and payers
• Maintain organized credentialing files with up-to-date licenses, CAQH, NPI, liability insurance, and other required documents
• Follow up with providers for missing information or expiring documentation
• Ensure timely enrollment with Medicaid, Medicare, and commercial payers to prevent billing delays
• Update credentialing spreadsheets or software regularly to track progress and renewal deadlines
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