Kathleen Murray Torres

I take patient's concerns and complaints and facilitates resolving their issues.

I use patient experience data to drive staff-clinical and non clinical engagement.

I set up and moderate zoom and Teams family meetings and Bio-ethics meetings. Responsible for taking minutes for meetings and record them.

Member of Bio-ethics Committee.

File complaints and grievances according to regulatory standards in RL. Write letters responding to patient's grievances.

Trained new staff on taking complaints, recording them, sending them to be investigated and responding in writing with findings.

Facilitate communication between patients, families and various department and staff.

• Verified any changes or data updates to patient records and checked insurance information at each appointment.
• Observed all facility rules and regulations regarding patient data to promote confidentiality and integrity.
• Scheduled appointments for patients and placed reminder calls
• Answered patient assistance calls, assessed needs, and offered qualified support.
• Utilized computer programs to create invoices, letters and other documents.
• Contacted patients after insurance was calculated to obtain payments.
• Contributed to a positive workplace culture by actively participating in team meetings and professional development opportunities

• Took copayments and compiled daily financial records.
• Assisted patients in filling out check-in and payment paperwork.
• Applied administrative knowledge and courtesy to explain procedures and services to patients.
• Filed and maintained patient records in accordance with HIPAA regulations.
• Provided exceptional customer service to patients, answering questions and addressing concerns.
• Resolved billing inquiries and disputes in timely fashion.
• Verified insurance eligibility and coverage for patients.
• Built and maintained positive working relationships with patients and staff.