LISA SEGOVIA
San Antonio,TX
Summary
Motivated and dependable professional with years of expertise in fast-paced environment utilizing excellent Patient Relations and Service Satisfaction. Highly valued and respected for expertise and keen insight in negotiating policy, developing and implementing strategic plans, and obtaining desired results. Proficient in job execution and proven track record of success in compliance, detail responsiveness, process improvement and leadership.
Overview
8
8
years of professional experience
Work History
Front Desk Assistant
SA Eye Center
06.2021 - 08.2021
- Developed and maintained expertise related to Tempus EVV solution
- Tested software, investigate issues and bugs, and Provided excellent patient care with kind, informative, telephone and front desk communication assisted in scheduling, filing, and maintaining patient records, answering office phones, and scanning paperwork into the system
- Gave demographic information to insurance companies and called physicians' offices if clinical information is needed for pre- certification and verified the information obtained
- Obtained complete and accurate demographic and financial information from a variety of sources, including patient interviews, physician offices and in-house departments
- Performed required pre-certification, credit referral or deposit collection
- Entered data in computer and thoroughly documented any incomplete admissions/registrations in manner prescribed
- Performed data entry duties to include demographics and completed various reports in a daily basis such as importing e-mails to be forwarded to the correct personnel
- Demonstrated strong customer relations skills in proactively welcoming patients and vendors when checking them in and out for appointments.
EVV Representative
Aplus Family care
08.2018 - 05.2021
- Developed and maintained expertise related to Tempus EVV solution
- Tested software, investigate issues and bugs, and dialogue with developers to ensure robustness of EVV solution
- Engaged in activities as directed to support full life cycle of Tempus EVV project, performed troubleshooting, user support, enhancements definition
- Ensured that clients are staffed appropriately with caregivers based on physician orders, client’s needs and the skills of the caregivers
- Reviewed timesheets for accuracy, including hours worked, staff and client signatures, detailed documentation of services provided, and tasks codes to match EVV clock in/out
- Participated in time and attendance, and sick leave verification process for caregiver payroll
- Ins/outs; and staffing needs to clinical team and HR, respectively
- Reconciled clock ins/outs and timesheets, adjusting schedules to reflect actual hours rendered, monitoring, and resolving daily alerts or discrepancies.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Communicated with clients and customers to gather, provide and share updated information on products and services.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
- Learned and utilized upselling techniques to encourage customers to make additional purchases and increase sales.
- Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
- Coordinated and managed vendor relations to secure access to resources and services needed to promote business at events.
- Generated reports and provided feedback to management on tradeshow turnouts to inform decision-making on future involvement in events.
- Conducted company performance evaluations after events to assess interest level shown for products and services and discover opportunities for growth.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Collected, arranged, and input information into database system.
- Evaluated customer needs and feedback to drive product and service improvements.
EVV Representative
La Estrella Home Care
04.2018 - 08.2018
- Responsible for daily maintaining and updating of the company’s EVV system
- Troubleshoot issues with the system and assist with billing to ensure proper and accurate information is entered
- Interacted with Individuals and/or their families/guardians and providers to confirm time keeping codes
- Provided training and communication to contractors regarding best practices for EVV utilization
- ICD-10
Certified Nursing Assistant
Four Seasons
10.2017 - 03.2018
- Delivered quality-nursing care for Rehab, Hospice, and Long-term care patients by adhering to universal standards along with continuing education of new methods and procedures
- Coordinated with physicians and nursing staff while assisting with diagnostic procedures including obtaining specimens, taking vital signs, along with ensuring patient comfort
- Checked patients' pulse, temperature, and respiration, and assist with blood sugar monitoring
- Cared for patients by assisting with their personal care and house chores, entertained, conversed with, or read aloud to patients to keep them mentally healthy and alert
- Changed bed linens, washes and irons laundry, provides light housekeeping, or assists with personal care
- Planned, purchases, prepared, or served meals to patients, according to prescribed diets
- Revived basic physical activity in depressed client by providing high quality companionship and exercise assistance
- Coordinated and assisted in everyday programming for individuals with disabilities and social/emotional barriers.
Operations Assistant
Mmcare
07.2017 - 09.2017
- Admission of incoming clients which included orientation of HIPPA, Patient’s Rights, and other Confidentiality laws as required by the State of Texas
- Assisted in verification of insurance claims such as Medicare, Medicaid, HMOs, and private pay plan, processed and submitted documents
- Performed chart prep and transcription, transfers, referrals, and nursing administrative support to all business staff as requested
- Attended all annual in-service training on policies and procedures as well as OSHA and other safety precautions and implemented these updates when and where as needed
- Coordinated and monitored the scheduling and follow-up of special visits as required to initiate Home Health Services
- Tracked and litigate the return and completion of all outstanding orders missing from patient records and billing.
Coordinator/Payroll Assistant
Girling Home healthcare
01.2016 - 03.2017
- Learning and mastering the EVV software system
- Monitored employee schedules hourly to ensure PCAs have arrived for their shifts
- Triage time and attendance issues and escalate as applicable to Scheduling Coordinators and or Supervisors
- Reviewed and verified employee time and attendance records are correct
- Reacted immediately to variance in shifts and schedules and track all pending attendance and payroll issues
- Communicated with PCAs, Consumers, Scheduling Coordinators, and Supervisors to resolve any payroll discrepancies related to employee timecard records
- Maintaining documentation in EVV software (notes, communication, etc.) Completed daily time and attendance review, tracked and followed up within the pre-established timetables for each task
- Complete final payroll review for current week payroll and coordinate with Accounting Unit for processing of payroll.
Patient Success, Representative
ResMed
05.2022 - Current
- Answered customer questions about sizing, accessories, and merchandise care.
- Helped customers locate products and checked store system for merchandise at other sites.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Engaged with customers to build rapport and loyalty.
- Greeted guests professionally and courteously to cultivate welcoming atmosphere while making safety top priority.
- Developed and maintained working knowledge of products and services to deliver timely, accurate information.
- Documented details of calls and customer interactions.
- Memorized scripts to achieve easy conversational flow in interactions with potential customers.
- Performed work in compliance with established regulations, policies and standard operating procedures.
- Exceeded productivity targets and sales goals by Number%.
- Increased overall sales by Number% through streamlining sales procedures and maintaining long-term relationships with clients.
- Utilized automated systems to log and retrieve information.
- Worked with multiple means of communication within fast-paced environment.
- Initiated files by collecting and entering demographic, provider and procedure information into system.
- Trained and coached new representatives regarding daily duties through shadowing, reverse shadowing and role-playing.
- Communicated with customers regarding marketing campaigns and promotions, answering questions and addressing concerns.
- Responded to customers within required turnaround times.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Educated customers about billing, payment processing and support policies and procedures.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Met customer call guidelines for service levels, handle time and productivity.
- Promoted available products and services to customers during service, account management, and order calls.
- Developed and maintained compliance database, tracking all compliance activities and documents.
- Monitored and assessed compliance risks associated with operational processes and procedures.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Processed customer service orders promptly to increase customer satisfaction.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Provided primary customer support to internal and external customers.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Tracked customer service cases and updated service software with customer information.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
Education
Academy for Massage San Antonio
2013
Merit College Preparatory Academy
12.2012
Skills
- Health Assessments Insurance knowledge Treatment Planning Disease Prevention Patient Education Preventive Care
- Documentation & Control Training & Development Performance Improvement Data Entry Critical Thinker
- Reports/Documentation Result Execution Customer Relations Communication Skills Attention to Detail
- Problem Solving Technical Support Conflict Resolution Time Management Process Improvement
- Microsoft Office Documentation & Control Strategic Planning Team Management Leadership
- Payment Verification
- Change Giving
- Sales Expertise
- Guest Satisfaction
- Office Management
- Office Supplies and Inventory
- Guest Services
- Posting Charges
- Appointment Setting
- Word Processing
- Automated Telephone Systems
- Front Desk Operations
- Cash Handling
- Personable Demeanor
- Problem-Solving Skills
- Time Management
- Conflict Management
- Credit and Cash Payments
- Cash Register Operations
- Help Desk
- Office Meetings
- Work Prioritization
- Checking Guests In and Out
- Multi-Line Phone Systems
- Conflict and Issue Documentation
- Transaction Processing
- Medical Terminology
- Customer Inquiries
- Administrative Support
- ASI Front Desk
- Quality Assessments
- Mentoring
- Registration
- Insurance Company Knowledge
- Electronic Health Records Systems
- Demographics Information
- Patient Registration
- Team Leadership
- Phone and Email Etiquette
- Multi-Line Telephone Systems
- EMR Updating
- Patient Contact
- Appointment Confirmation
- Outbound Calling
- System Updating
- Call Screening
- Team Collaboration
- Patient Health Information Access
- Insurance Verification
- Complaint Processing
- Referral Coordination
- Educate Patients
- Care Plan Recommendations
- Clerical and Filing Support
- Improve Patient Care
- Insurance Coordination
- Outpatient Care
- Patient Interviewing Skills
- Vital Statistics Documentation
- Recording Histories
- Delinquent Accounts Monitoring
- New Hire Training
- Cold Calling
- Job Applicant Interviews
- Safety Training
- Background Checks
- Client Relations
- Employment Verification
- New Hire Paperwork Processing
- Resume Uploading
- Interviewing Clients
- HIPAA Expertise
- In-Person and Telephone Interviewing
- Coordinating with Supervisors
- Patient Scheduling
- Care Coordination Support
- Consulting
- Salesforce Expertise
- Clerical Support
- Client Relationship Management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The real test is not whether you avoid this failure, because you won’t. It’s whether you let it harden or shame you into inaction, or whether you learn from it; whether you choose to persevere.
Barack Obama
Timeline
Patient Success, Representative
ResMed
05.2022 - Current
Front Desk Assistant
SA Eye Center
06.2021 - 08.2021
EVV Representative
Aplus Family care
08.2018 - 05.2021
EVV Representative
La Estrella Home Care
04.2018 - 08.2018
Certified Nursing Assistant
Four Seasons
10.2017 - 03.2018
Operations Assistant
Mmcare
07.2017 - 09.2017
Coordinator/Payroll Assistant
Girling Home healthcare
01.2016 - 03.2017
Academy for Massage San Antonio
Merit College Preparatory Academy
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