LANETTE OCTELUS
West Park,FL
Summary
Experienced project leader with advanced programming abilities and a strong work ethic. Seeking a challenging role with a growing team to apply expertise and extensive experience in software engineering. Proven track record as an effective team member with a comprehensive understanding of the underwriting process and team requirements. Proficient in utilizing Excel to create and update tracking spreadsheets. Motivated professional with solid experience managing large-scale projects at all levels, including administration. Strong leadership and relationship-building skills, dedicated to providing customer-focused solutions as a Sales Representative. Committed to enhancing underwriting department operations through analytical thinking and disciplined approaches. Capable of independently solving problems, resolving conflicts, and addressing customer inquiries with minimal direction. Effective leader who actively engages with office personnel and decision-makers, ready to generate referrals for a new organization.
Overview
18
18
years of professional experience
Work History
Patient Access Representative
Trinity Hospital
01.2020 - 01.2021
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record
- Determined patient financial needs and referred eligible patients to proper county, state or federal agencies to obtain financial assistance
- Explained estimated cost for medical treatments and answered patient questions to promote a good understanding of proposed services
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patients' privacy
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks
- Organized patient records and databases to facilitate information storage and retrieval
- Identified insurance payment sources and listed payers in a proper sequence to establish the chain of payment
- Obtained patient's insurance information and determine eligibility for benefits for specific services rendered
- Helped address client complaints through timely corrective actions and appropriate referrals
- Organized patient records and databases to facilitate information storage and retrieval.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Collection Analyst 2
HEALTH SERVICES FINANCIAL
01.2014 - 01.2024
- Collect delinquent accounts and insufficient payments
- Verify, identify and collect contacts of customers with delinquent accounts
- Develop and execute collection processes on past-due accounts
- Ensure follow-up calls at regular intervals until payments are realized
- Follow-up for participated providers, such as Medicare/Medicaid and Commercial Insurance, responsible for self-pay billing, and also correcting and re-billing Insurance claims
- Examined diagnosis codes for accuracy, completeness, specificity, and appropriateness according to services rendered
- Review diagnostic and procedural terminology for consistency with acceptable medical Enclosure
- Appropriately and correctly identified errors and re-filed denied/rejected claims
- Prepared and attached all required claim documentation including referrals, treatment plans, or other required correspondence to reduce the incidence of denials
- Resolve delinquency promptly.
- Collaborated on collection and dispute resolution issues.
- Identified and discussed with management opportunities for improvements to procedures and internal controls.
- Monitored accounts receivable aging and worked with various areas to address business needs.
- Prepared accounts receivable-related journal entries for accounting month-end close.
- Negotiated favorable terms with vendors offering payment solutions, resulting in cost savings for the bank without compromising service quality or security standards.
- Supported the development of an improved funds transfer platform, contributing valuable insights based on hands-on experience.
Customer Service Representative
Healthcare Financial Staffing
01.2021 - 12.2022
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Exceeded performance metrics consistently, earning recognition as a top performer within teams.
- Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
- Addressed customer inquiries to ensure satisfaction and foster positive service experience.
- Maintained detailed records of customer interactions and transactions, ensuring accurate documentation and follow-up.
- Updated company's FAQ section to include answers to common customer questions, reducing inquiry volume.
- Implemented rewards program that encouraged repeat business and strengthened customer relationships.
- Led quarterly customer service meetings to review performance and set goals for improvement.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
- Improved resolution time with effective problem-solving for customer complaints.
- Delivered prompt service to prioritize customer needs.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded proactively and positively to rapid change.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Medical Assistant
MT. SINAI ENDOCRINE SOLUTION
05.2014 - 08.2014
- Record patients medical history, vital statistics and information such as test results in medical records, prepare treatment rooms for patient examinations, keeping the rooms neat and clean, interview patients to obtain medical information and measure their vital signs, weight, and height, authorize drug refills and provide prescription information to pharmacies, clean and sterilize instruments and dispose of contaminated supplies, prepare and administer medications as directed by a physician, show patients to examination rooms and prepare them for the physician, explain treatment procedures, medications, diets and physicians' instructions to patients.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Performed medical records management, including filing, organizing and scanning documents.
- Performed phlebotomy tasks efficiently while ensuring minimal discomfort for patients during blood collection procedures.
- Improved patient experiences by efficiently managing appointments and maintaining organized medical records.
- Supported patient well-being, providing empathetic care and addressing concerns with sensitivity.
- Improved clinical workflow with introduction of electronic health records system.
- Increased efficiency in office by implementing digital filing system for patient records.
Payment Posting Rep
ED Care Financial Services
07.2006 - 06.2012
- Posting payments to patients' accounts, updating and removing them from the collection
- Able to choose correct payments and codes when Posting patient's account
- Wrote off any balances that the company is participated with, by using correct adjustment codes based on Managed Care listing or Medicare/Medicaid guidelines
- Verified that batch numbers are corrected dates before Posting
- Logged Batches into Microsoft Excel spreadsheet daily, also met daily production standards set forth
- Scanned document and also responsible for insurance verification.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Enhanced company reputation by providing exceptional customer service and support.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Expedited the processing of high-volume fund transfers during peak periods, maintaining accuracy and timeliness of transactions.
Education
Some College (No Degree) - Medical Assisting
Florida Career College - Miami
Miami, FLAssociate of Science - Pre Nursing
South College
Knoxville, TN01.2025
Medical Billing And Coding -
National School of Technogly
Miami Gardens, FL03.2005
Associate of Science - Business Administration
Miami Dade College
Miami, FL04.2000
High School Diploma -
Lindsey Hopkins Technical College
Miami, FL06.1997
Skills
- Data Entry
- Medical Terminology
- Health Records Management
- Reception and Phone Skills
- Collections
- Treatment Authorization Referrals
- Excel
- Microsoft Word
- Internet
- E-Premis
- Meditech
- IDX
- Emdeon
- Epic
- Eligibility Determination
- Information Collection
- Insurance billing
- EMR
- Chart pulling
- Appointment Scheduling
- Document filing
- Insurance verifying
- Insurance Verification
- Customer Service
- HIPAA Compliance
- Registration and Admissions
- Phone and Email Etiquette
- Strong empathy
- Problem-Solving
- Money Handling
- Insurance Billing
- Payment Processing
- Call Screening
- Medical Billing
- Financial Procedures Adherence
- Attention to Detail
- Caring and Empathetic
- Insurance Authorizations
- Multi-Line Telephone Systems
- Data Collection
- Patient Confidentiality and Data Security
- Payment Collection
- Communicating to Patients and Families
- Database Search and Data Entry Skills
- Health Information Access Management
- Outbound Calling
References
Available Upon Request
Languages
haitian cerole,
Full Professional
French
Timeline
Customer Service Representative
Healthcare Financial Staffing
01.2021 - 12.2022
Patient Access Representative
Trinity Hospital
01.2020 - 01.2021
Medical Assistant
MT. SINAI ENDOCRINE SOLUTION
05.2014 - 08.2014
Collection Analyst 2
HEALTH SERVICES FINANCIAL
01.2014 - 01.2024
Payment Posting Rep
ED Care Financial Services
07.2006 - 06.2012
Medical Billing And Coding -
National School of Technogly
Associate of Science - Business Administration
Miami Dade College
High School Diploma -
Lindsey Hopkins Technical College
Some College (No Degree) - Medical Assisting
Florida Career College - Miami
Associate of Science - Pre Nursing
South College
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