Maria Cruz
Middle River,MD
Summary
Patient Experience Specialist with a proven track record in enhancing clinic operations at Lifebridge Health, utilizing Spanish fluency and data entry skills to optimize patient intake processes and minimize wait times. Demonstrated commitment to HIPAA compliance and exceptional customer service, ensuring smooth healthcare delivery while excelling in insurance verification.
Overview
6
6
years of professional experience
Work History
Patient Service Representative
Lifebridge Health
Baltimore, MD
09.2024 - Current
- Provided support with various tasks such as scheduling tests, ordering supplies.
- Ensured that all necessary documentation is completed prior to discharge of patient.
- Greeted patients upon arrival and directed them to the appropriate area.
- Performed administrative duties such as filing, faxing, photocopying.
- Maintained a clean and organized reception area.
- Answered incoming calls in a professional manner.
- Provided customer service by answering patient questions and addressing concerns.
- Adhered to HIPAA regulations when handling confidential patient information.
- Provided helpful assistance by anticipating and responding to needs of patients and family members.
- Coordinated with patients and healthcare professionals to meet patient needs.
- Supported hospital and clinic operations using customer service skills and detailed system knowledge.
- Assembled registration paperwork and placed identification bands on patient.
- Participated in training sessions to stay updated on healthcare policies and registration software.
- Contributed to team meetings, sharing insights and strategies for improving patient access services.
- Provided directions and information to patients and families, enhancing their hospital experience.
- Handled high volume of incoming calls, providing exceptional customer service to patients and families.
- Addressed patient inquiries and concerns, resolving issues in a timely and empathetic manner.
- Received patient inquiries or complaints and directed to appropriate medical staff members.
Patient Service Representative
Chase Brexton Health Care
Glen Burnie, MD
11.2023 - 03.2024
- Provided support with various tasks such as scheduling tests, ordering supplies.
- Ensured all necessary paperwork was completed prior to patient visits.
- Scanned documents into electronic health record system as needed.
- Assisted with scheduling follow-up appointments according to provider availability.
- Reviewed patient accounts for accuracy on a regular basis.
- Processed referrals from primary care physicians to specialists for further treatment or evaluation.
- Ensured that all necessary documentation is completed prior to discharge of patient.
- Greeted patients upon arrival and directed them to the appropriate area.
- Verified insurance information, collected payments, and scheduled appointments.
- Performed administrative duties such as filing, faxing, photocopying.
- Maintained a clean and organized reception area.
- Maintained accurate records of services provided during each visit or procedure.
- Answered incoming calls in a professional manner.
- Provided customer service by answering patient questions and addressing concerns.
- Adhered to HIPAA regulations when handling confidential patient information.
- Inputted patient demographic data into electronic health record system.
- Assisted with the completion of medical forms and records.
- Informed patients about payment options, billing policies, and procedures related to their visit or procedure.
- Scanned completed forms, identification and insurance cards, maintaining patient documents folder.
- Answered patient questions and fielded complaints to resolve issues.
- Scheduled and confirmed patient appointments with patients and healthcare professionals.
- Scheduled patient appointments over phone and in person, maximizing productivity.
- Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
- Provided helpful assistance by anticipating and responding to needs of patients and family members.
- Ran credit card batches and balanced deposits on daily basis.
- Obtained proper authorization and identification to release confidential medical records.
- Coordinated with patients and healthcare professionals to meet patient needs.
- Scheduled patient appointments and procedures.
- Supported hospital and clinic operations using customer service skills and detailed system knowledge.
- Registered patients by verifying records to update computer system and patient charts.
- Obtained insurance verification and authorization to submit financial clearance of patient accounts.
- Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.
- Verified demographics and insurance information to register patients in computer system.
- Organized and maintained records by updating and obtaining both personal and financial information from patients.
- Processed patient responsibility estimate determined by insurance at pre-registration.
- Applied HIPAA privacy and security regulations while handling patient information.
- Obtained necessary signatures for privacy laws and consent for treatment.
- Facilitated patient registration, verifying all required documentation is collected and filed properly.
- Processed insurance verifications and authorizations to ensure coverage of services.
- Coordinated scheduling of appointments across multiple departments to optimize patient care.
- Assisted in the implementation of new technologies and processes to improve patient access services.
- Registered patients by completing face-to-face interviews to obtain demographic, insurance, and medical information.
- Participated in training sessions to stay updated on healthcare policies and registration software.
- Processed patient co-pays, deductibles, and other payments, ensuring accurate financial records.
- Contributed to team meetings, sharing insights and strategies for improving patient access services.
- Provided directions and information to patients and families, enhancing their hospital experience.
- Handled high volume of incoming calls, providing exceptional customer service to patients and families.
- Managed patient check-in process, ensuring accurate data entry of personal and insurance information.
- Kept patient appointments on schedule by notifying providers of patients' arrival and reviewing service delivery compared to schedule.
- Monitored waiting areas to ensure a comfortable and safe environment for patients and visitors.
- Addressed patient inquiries and concerns, resolving issues in a timely and empathetic manner.
- Explained policies, procedures and services to patients.
- Received patient inquiries or complaints and directed to appropriate medical staff members.
- Completed registration procedures for patients, expertly inputting information to meet provider, facility and legal requirements.
- Screened patients for eligibility for state, local and federal assistance programs.
- Verified documentation methodically to avoid critical errors impacting care delivery and payments for services.
- Accessed programs and set up correct payment strategies based on patient means and needs.
Receptionist/Bilingual Customer Service Representative
Ninos Food Distribution
Baltimore, MD
02.2022 - 06.2023
- Provided administrative support to staff members including typing letters, filing documents, and scanning and copying documents when necessary.
- Performed data entry tasks into various computer systems accurately and promptly.
- Maintained an organized filing system of confidential client information in accordance with company policy.
- Coordinated with vendors for repairs and maintenance of office equipment.
- Provided excellent customer service at all times while interacting with both internal and external customers.
- Prepared welcome packages for new hires.
- Greeted visitors and provided them with assistance.
- Managed all incoming mail distribution, courier services, faxes, and photocopying documents as requested.
- Assisted in maintaining office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing orders for supplies; verifying receipt of supplies.
- Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
- Monitored office supplies inventory and placed orders when necessary.
- Maintained a neat reception area by organizing materials and tidying up furniture.
- Served visitors by greeting, welcoming and directing to appropriate personnel.
- Processed payments and updated accounts to reflect balance changes.
- Managed inventory of office supplies and placed orders to ensure adequate stock levels.
- Conducted initial screening of incoming calls to determine urgency and directed them accordingly.
- Ensured cleanliness and organization of the reception area to maintain a professional atmosphere.
- Developed and maintained a filing system for essential documents, improving office organization.
- Managed company database and ensured the accuracy of contact information.
- Utilized office equipment such as printers, copiers, and fax machines, ensuring they were in good working order.
- Performed clerical duties such as filing, photocopying, transcribing, and faxing.
- Answered and directed incoming calls using multi-line telephone system.
- Greeted and directed visitors to appropriate personnel and answered large number of calls and emails daily.
- Provided administrative support to various departments, assisting with document preparation and data entry.
- Greeted customers, answered general questions and directed to appropriate locations.
- Answered multi-line telephone with polite tone of voice to provide general information and answer inquiries.
- Greeted visitors entering establishment to determine nature and purpose of visit.
- Supplied callers with office address and directions, employee email addresses and phone extensions.
- Maintained a friendly yet professional demeanor during all interactions with customers.
- Ensured compliance with applicable laws and regulations related to customer service duties.
- Responded to customer inquiries in both English and Spanish languages, providing accurate information about products and services.
- Took ownership of each call by listening attentively to understand individual needs.
- Monitored incoming emails from customers seeking support or advice.
- Provided translation assistance for customers with limited English proficiency.
- Resolved customer complaints in a professional manner while adhering to corporate policies and procedures.
- Displayed patience and understanding when dealing with difficult situations.
- Translated customer and internal documents to facilitate actions and resolutions.
- Collected deposits or payments and arranged for billing.
Various
First Team Staffing
Aberdeen, MD
01.2019 - 02.2022
- Completed day-to-day duties accurately and efficiently.
- Identified needs of customers promptly and efficiently.
- Completed routine maintenance and repair.
Education
License - Notary Public For The State of Maryland
Notary Public State of Maryland
Aberdeen, MD04-2019
Associate of Applied Science - Business Administration
Plaza College
Queens, NY06-2003
Certification - Biling And Coding Specialist
York College
Jamaica, NY06-1999
Some College (No Degree) - GNA/CNA
CCBC
Essex, MDSkills
- Patient interviewing skills
- Onsite tours
- System updates
- Recording histories
- Front desk supervision
- Appointment confirmation
- Patient greeting
- Medical filing
- Check-in coordination
- Document filing
- Insurance verifying
- Medical terminology
- Reception management
- Appointment reminders
- Medical insurance
- Patient follow-up
- Spanish fluency
- Customer service
- Office administration
- Insurance verification
- Verbal and written communication
- Data entry proficiency
- Medicaid
- Payment collection
- Patient admitting
- Scheduling appointments
- Appointment scheduling
- Patient intake
- Phone etiquette
- HIPAA compliance
- Typing 70 wpm
- Directing callers
- Eligibility determination
Languages
Spanish
Professional
Committees
- Patient Experience Council
- Professional Governance
Timeline
Patient Service Representative
Lifebridge Health
09.2024 - Current
Patient Service Representative
Chase Brexton Health Care
11.2023 - 03.2024
Receptionist/Bilingual Customer Service Representative
Ninos Food Distribution
02.2022 - 06.2023
Various
First Team Staffing
01.2019 - 02.2022
License - Notary Public For The State of Maryland
Notary Public State of Maryland
Associate of Applied Science - Business Administration
Plaza College
Certification - Biling And Coding Specialist
York College
Some College (No Degree) - GNA/CNA
CCBC