Luis Arroyo-Rangel
Summary
Detailed-oriented MN Health Program Specialist with 5+ years of experience providing customer service, records management, and compliance support in fast-paced, regulated environments. Skilled in handling confidential information and processing documentation. Bilingual in English and Spanish, with proven ability to deliver clear guidance, resolve inquiries.
Overview
10
10
years of professional experience
Work History
MN Health Insurance Program Representative
State Of Minnesota
02.2024 - Current
- Provide direct customer services and support in person, email, or phone to a wide range of Minnesota Health Care Programs (MHCP) consumers and clients from other department areas.
- Review, analyze, and evaluate data for multiple Minnesota Health Care Programs in accordance with state and federal laws, program policies, and standard operating procedures.
- Enter, update, search, and validate information across multiple government databases and records systems (CRM, METS, MMIS, MAXIS, SWIFT, FileNet, and SharePoint) simultaneously as part of routine duties.
- Managed customer billing by creating, adjusting, and crediting bills in compliance with county requests, while analyzing time-sensitive Minnesota Health Care Programs eligibility reports.
- Record and manage customer cases, documenting visit reasons and resolution outcomes to ensure accurate service documentation, and for record keeping in a timely matter.
- Identify errors, recognize exceptions, and resolve discrepancies independently, escalating issues according to standard procedures by consulting leadership in person or through virtual teams meeting to ensure timely resolution.
- Verify eligibility and authorize the release of private and confidential data, ensuring compliance with data privacy and confidentiality
- Accurately processed, calculated, and prepared payment transactions in compliance with procedures to meet time sensitive scheduled Garda pickup.
Patient Access Representative
Allina Health Clinic
09.2019 - 02.2024
- Provided customer service to patients and families by phone and in person, scheduling appointments, explaining procedures and resolving concerns.
- Processed patients’ payment and documentation in a regulated healthcare environment, ensuring data accuracy, safeguarding patient identity verification in compliance with HIPAA Laws and clinic policies.
- Prepared documentation for insurance claims while verifying coverage and obtaining required authorizations for medical services.
- Scanned, analyzed, and accurately filed confidential patient reports, consent forms, into electronic charts ensuring proper safeguarding and routing.
- Partnered with clinical staff to ensure accurate, efficient, and high-quality patient care, contributing to improved patient outcomes and streamline workflow.
Switchboard Phone Operator
Methodist Hospital
08.2016 - 09.2019
- First-point-of contact support for callers regarding hospital and clinic information to callers in a high-volume 24/7 department.
- Maintained confidential communication and accurate documentation in a timely matter between patients, physicians, and nursing staff via phone and pager.
- Maintained and created on-call schedule spreadsheets using business software, while training new and current operators on scheduling processes.
- Demonstrated excellent customer service skills by maintaining a calm demeanor while providing accurate information over the phone.
- Supported physicians and medical staff by distributing pages, clarifying paging protocols, departments protocols and providing alternative contact options as needed.
- Processed emergency codes promptly and accurately, escalating critical calls according to hospital protocols to ensure patient safety.
Education
Health Unit Coordinator Certificate -
Saint Paul College
St. Paul, MN01.2017
Skills
- Bilingual (English/Spanish)
- Microsoft Office and Teams
- Email and Mail Correspondence
- SharePoint & SOP's
- US Bank Portal & Optima
- OutLook
- Cisco Finesse
- Scanning and Faxing
Timeline
MN Health Insurance Program Representative
State Of Minnesota
02.2024 - Current
Patient Access Representative
Allina Health Clinic
09.2019 - 02.2024
Switchboard Phone Operator
Methodist Hospital
08.2016 - 09.2019
Health Unit Coordinator Certificate -
Saint Paul College