Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Vanessa Mares

3408 Ellis Ave,United States

Summary

I am proficient and effective in the customer service area field with over 15 year’s of experience and including 6 year’s experience in medical customer service/medical billing. My greatest strengths are contributing to a group effort and committing to being a team player to help team achieve company goals, works well with others, and works well with different personalities. Excellent problem-solver and clear communicator with positive and upbeat personality.

Overview

20
20
years of professional experience

Work History

Care Coordinator/Scheduler

TX ONCOlOGY
05.2024 - Current
  • Schedule, Cancel and Reschedule established patients appointments using Athena and schedule for small procedures
  • Answer 50-70 inbound calls for over 26 urology specialist
  • Provide positive and exemplary experience with all patients by focusing on patient experience, satisfaction, and resolution
  • Follow up with patients as needed to ensure their issues have been resolved
  • Document patients interactions and record details of inquiries, comments, and complaints
  • Resolve customer complaints and concerns in a timely and effective manner
  • Send messages through urochart to Nurses regarding prescription refills, symptom concerns, and Imaging questions.
  • Provide Nurses urgent messages regarding urgent symptom issues using teams chat to provide patients immediate care
  • Work collaboratively with other team members
  • Perform other duties as assigned by Contact Center Leadership
  • Meet and exceed service metrics for quality and productivity

Patient Access Representative/Pre-Registration

John Peter Smith Hospital
05.2023 - 01.2024
  • Consistently made 60-80 out-bound calls and Answered in-bound calls daily.
  • Scheduled and Cancelled appointments in Labs, Follow-Up, Establish Care New Patient, Transfers, and Pediatric care.
  • Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
  • Collected and entered patient demographic and insurance data into computer EPIC database to establish patient's medical record.
  • Navigated through Insurance portals to gather Patient's information in order to make any corrections for Deductibles.
  • Stayed calm under pressure to and successfully dealt with difficult situations.
  • Obtained patient's insurance information and determined eligibility for benefits for specific services rendered and made any corrections needed in order to process insurance.
  • Collected patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations with payment plan options.
  • Providing excellent customer service by promptly answering patient inquiries.
  • Trained new staff on phone etiquette and filing Insurance and verifying estimates.
  • Processes payments using credit cards and debit cards, maintaining accurate records of transactions.

Patient Registration

Cornerstone Staffing/Cook Childrens Home Health
08.2022 - 12.2022
  • Received 10 to 15 orders a day and processed some on a same day service for durable equipment such as wheelchairs, biliblankets, walkers, nebulizers, and formula.
  • Accurately inputted patient in HDMS and insurance information into system and verified insurance benefits using insurance portals as well in THP for Medicaid and calling insurance company’s.
  • Explained financial responsibilities of current deductible and coinsurance to patients and collected payments and co-pays from customers.
  • Processed orders for children’s home health/durable medical equipment to send out for delivery to hospital facilities or home.
  • Communicated with case managers in regards to patients durable equipment to prepare for outpatient surgery.
  • Reviewed patient’s information in EPIC system to request for approval for durable equipment.
  • Requested through Aetna Medicaid on equipment to check if a covered benefit. Once approved then contacted insured and processed order.
  • Answered telephone calls to offer office information, answer questions and direct calls to staff in other departments.

Insurance

Santander Consumer USA
03.2020 - 07.2022
  • Built relationships with clients using active listening and issue resolution to provide excellent service.
  • Responded to customer calls swiftly to resolve issues and answer questions.
  • Outbound calls to Gap Insurance, Auto Insurance, and customers for documentation that is needed for Gap to process claims.
  • Daily researched in file net to locate documents requested to save to pdf files and email or upload into Gap portal.
  • Outbound to Gap to check on status of payments issued.
  • Met Daily Goals to 55 accounts a day

Telerad

Radiology Associates Of North Texas
03.2017 - 01.2020
  • Answered over 50 calls from physicians, Clinics, Hospitals, and IT support services.
  • Monitored Que for incoming faxes to be sent to appropriate team member, client or physician.
  • Input orders from clinics into Clario system and merge images into order created and send to physicians to read exam. Researched physicians credentialing status to facilities to assign exams.
  • Created spreadsheets for day shift schedules for radiology doctors and researched Qgenda system to see where radiologist doctors are scheduled for the day and added to spreadsheet and location of where radiologist are working to be able to know where to send appropriate exams too.
  • Assisted with work lists and made outbound calls to clinics or hospitals to speak with radiology techs to troubleshoot issues on patient exams and made corrections to images. Requested for missing worksheets, images and any priors for comparison.
  • Multi-Task and provide excellent customer service in a professional and timely manner to all customers, team members and radiologist. Ensure efficiency and accuracy of reports on a timely basis.
  • Researched in Dicom router to locate images and go into kpacs system to download and upload images and go through CDI import to send to snapyse system.
  • Monitor email and messaging system for company and departmental communication and respond appropriately and promptly when required to do so.
  • Assist with proper initiation of IR physician and case dispatching. Assisted with calling in team members to schedule procedures for patients.
  • Contribute with projects on assisting with PET scans for cancer patients and gathered all worksheets of patients diagnosis and history. Researched to provide any priors for radiologist to compare. Consistently monitored snapyse after patients have been scanned and images sent over to send to MIM system for PET radiology doctors to give results.

Customer Service Representative/Medical Billing

Mediserv LTD
10.2012 - 11.2016
  • Answered over 60 calls per day by addressing patient and Insurance inquiry’s, solving problems and providing new information.
  • Balanced billed for Er physicians at Texas Health Resources hospital and for urgent care clinics.
  • Effectively managed outbound calls to Insurance company’s to resolve patients claims and updated any information with patients concerns. Identified and resolved patient billing complaints emphatically and professionally.
  • Prepared and submit claims to various Insurance companies either electronically or by paper HCFA claim forms.
  • Responsible for following up with Insurance companies on claims that need to be payed and updated with patients on their concerns.
  • Evaluates patient’s financial status and establishes budget payment plans.
  • Managed faxes from patients for charity letter approvals.
  • Record patient’s EOB. Contact collection agencies to provide Insurance information and resolved any issues or concerns that needed to be out of collection or any payment options for patients.
  • Corresponded with reimbursement department on appeals and any coding changes that needed to be made in order for claims to be payed by Insurance as well with any concerns with payments sent from Insurance.
  • Worked on special projects for Supervisor to assist in other departments along with manually entering demographic of patients information.
  • Maintains strictest confidentiality; adheres to all HIPPA guidelines/regulations.

Recruiter

APA Services
05.2012 - 08.2012
  • Assisted the diversity recruiter in complying with all corporate policies.
  • Answered multi- lines consistently made 60 outbound calls a day and screened candidates resumes through the company PCR database.
  • Made corrections to candidates resume and highlighted the main qualifications for the position they wanted to be processed for.
  • Received email from employers in regards to candidate hires for employment.
  • Filled out necessary information into the data base to send out to the compliance department for the new hire paperwork to be sent out to candidate.
  • Assisted candidates in placing employment in the DFW area and out of state for Aviation industry.
  • Tracking candidates and making sure they have completed drug screening and filled out NHP and faxed over information.

Recruiter

Select Staffing
06.2011 - 02.2012
  • Answered over 50 calls a day and managed outbound calls.
  • Screened applicants which included reviewing applications and resumes, running E-Verify checks with background
  • Conducted survey testing and drug testing to ensure right candidate was submitted to client.
  • Responded daily emails from our clients to send in requested COS spreadsheet forms by attachments and to send in to termination or change of supervisor shift change that was needed.
  • Reviewed resumes in career builder to search for requested candidates for clerical positions.
  • Prepared flyers for job availability’s and hours and constructed job fairs at workforce centers and provided applications.
  • Coordinated and held orientation which included ensuring associates of rules and guidelines that were requested by client.
  • Maintained high standards of excellence and performed general administrative duties including data entry and correspondence skills.

Radio Room Scanner

Blackmon Mooring & BMS CAT
10.2009 - 03.2011
  • Managed Multiple scanners for different states and cities to listen in for property damages.
  • Contacted runners to give them locations of residential homes and commercial buildings to assist with help to restore damaged property and increase sales.
  • Locate owner’s information of property value to send to runners.

Clerk

Amador Auto Sales
12.2005 - 07.2008
  • Answered inbound calls, typed memos, correspondence, reports and other documents that were needed.
  • Filled customer’s information to purchase vehicles.
  • Collected car payments.
  • Managed outbound calls to collect past due accounts.
  • Greeted and actively listened to customers to uncover purchasing needs and provide recommendations based on automotive requirements.
  • Processed bills, contracts, warranties and service contracts that must be sent to appropriate agency, such as department of motor vehicles.

Assistant Manager

World Finance Corporation
02.2005 - 09.2005
  • Answered inbound calls
  • Interviewed applications and requested specified information for loan application.
  • Analyzed applicants financial status, credit and property evaluation to determine feasibility of granting loans.
  • Analyzed credit information to determine risk involved in lending money to customers and prepared report of findings.
  • Ensured loan agreements were complete and accurate according to policy.
  • Consistently met or exceeded monthly goals.
  • Successfully handled accounts out in the field to discuss payment history and options.
  • Successfully collected past due payments of delinquency of 30-60 days past due.

Education

High School Diploma - Basic

Western Hills High School
Fort Worth, TX
05.2000

Skills

  • Microsoft Works
  • Microsoft Word
  • Microsoft Outlook
  • Excel
  • Windows 95-2010
  • 10key touch
  • Typing 40 wpm
  • Multi-Tasking
  • Attention to detail

Accomplishments

  • 2018 Awarded Employee of the Quarter at Radiology Associates of North Texas

Timeline

Care Coordinator/Scheduler

TX ONCOlOGY
05.2024 - Current

Patient Access Representative/Pre-Registration

John Peter Smith Hospital
05.2023 - 01.2024

Patient Registration

Cornerstone Staffing/Cook Childrens Home Health
08.2022 - 12.2022

Insurance

Santander Consumer USA
03.2020 - 07.2022

Telerad

Radiology Associates Of North Texas
03.2017 - 01.2020

Customer Service Representative/Medical Billing

Mediserv LTD
10.2012 - 11.2016

Recruiter

APA Services
05.2012 - 08.2012

Recruiter

Select Staffing
06.2011 - 02.2012

Radio Room Scanner

Blackmon Mooring & BMS CAT
10.2009 - 03.2011

Clerk

Amador Auto Sales
12.2005 - 07.2008

Assistant Manager

World Finance Corporation
02.2005 - 09.2005

High School Diploma - Basic

Western Hills High School

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