Maria Morales
New Tripoli
Summary
Patient access and customer service specialist with extensive experience in healthcare and call center environments. Proven ability in phone-based communication, accurate insurance verification, and efficient data entry. Skilled in coordinating with teams to resolve issues and enhance service delivery. Notable contributions include improving workflow efficiency and reducing patient wait times.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Patient access representative
St Luke's geisinger
Orwigsburg
09.2025 - 06.2026
- Verify insurance eligibility and secure pre-authorizations to minimize claim denials.
- Secured pre-authorizations, reducing claim denials by 15%.
- Register emergency department patients, confirming demographics and insurance details.
- Ensured accurate patient registration, enhancing data integrity.
- Maintained EHR accuracy by identifying and correcting charting errors to ensure reliable patient information.
- Improved patient experience by streamlining registration processes.
- Assisted patients and visitors, reinforced hospital policies, and supported efficient patient flow.
- Coordinated with multidisciplinary teams to resolve billing discrepancies, enhancing overall claims processing.
- Coordinated authorization processes for healthcare services and procedures.
- Reviewed patient information to ensure compliance with insurance requirements.
- Collaborated with medical staff to gather necessary documentation for approvals.
- Utilized electronic health record systems to track authorization requests.
- Communicated effectively with insurance providers regarding authorization statuses.
Patient Access representative
NYC and Health + Hospitals
02.2024 - 09.2025
- Improved patient satisfaction by reducing wait times by 20%.
- Enhanced patient satisfaction by minimizing wait times in high-volume settings, contributing to a smoother patient experience.
- Streamlined registration processes to improve data accuracy in record-keeping and support efficient patient management.
- Register patients and verify insurance using Epic and Infinity systems.
- Guide patients through registration, addressing inquiries empathetically.
- Facilitate communication among patients, providers, and staff, while maintaining meticulous records to support efficient healthcare operations.
- Fostered effective communication among patients, providers, and staff, improving overall interactions and supporting patient care.
- Reviewed prior authorization requests for completeness and accuracy.
- Collaborated with other departments to ensure accurate completion of prior authorization requests.
- Assessed potential referral delays due to lack of prior authorization from insurance carriers.
- Created and maintained accurate documentation for all prior authorization activities.
ASSOCIATE COUNSELOR REPRESENTATIVE
AAA
11.2023 - 02.2024
- Develop innovative counseling strategies tailored to client needs.
- Applied insights to refine counseling strategies and improve client outcomes.
- Resolved client inquiries and issues, improving satisfaction and operational efficiency.
- Cultivated collaborative relationships with clients and team members to improve service delivery.
- Analyzed client data to identify trends for service improvement.
- Streamline processes to reduce response time and boost team productivity.
- Provided empathetic support, ensuring client needs were met.
- Maintained composure in high-pressure situations.
CUSTOMER SERVICE REPRESENTATIVE
LiveOps
02.2023 - 11.2023
- Managed inbound and outbound calls, ensuring customer satisfaction and accurate information verification.
- Assisted clients with Medicare, auto, and life insurance queries, resolving issues promptly for seamless service.
- Resolved issues promptly, boosting customer satisfaction.
- Provided empathetic support, boosting client retention and satisfaction.
- Enhanced customer experience through effective call management.
- Facilitated transfers to licensed agents, fostering stronger customer relationships.
- Streamlined transfers to licensed agents, enhancing service efficiency.
- Improved client understanding of insurance policies.
PCA/MED TECH
Pleasant Tree Hospice Care
01.2020 - 02.2023
- Administered medications to ensure safety and compliance.
- Ensured medication safety with accurate administration.
- Delivered compassionate care, promoting dignity and comfort for hospice patients.
- Facilitated daily activities for patients, improving comfort and care satisfaction.
- Collaborated with an interdisciplinary team to optimize patient care.
- Managed inbound and outbound communication, streamlining patient interactions.
- Improved communication efficiency through effective call management.
Education
Associate of Science - Medical Billing and Coding
Keiser University
Skills
- Patient registration
- Insurance verification
- EMR management
- Claims management
- Time management
- Team collaboration
- Patient care and communication
- Patient registration
- Healthcare systems navigation
- EPIC charting
- insurance verification
- billing coordination
- data accuracy
- claim processing
- healthcare compliance
- Remote work discipline
- Remote work capabilities
- Remote work management
- Remote work proficiency
- Remote work
- process improvement
- patient registration
- Work prioritization
Certification
CCMA, National Healthcareer Association (NHA)
Timeline
Patient access representative
St Luke's geisinger
09.2025 - 06.2026
Patient Access representative
NYC and Health + Hospitals
02.2024 - 09.2025
ASSOCIATE COUNSELOR REPRESENTATIVE
AAA
11.2023 - 02.2024
CUSTOMER SERVICE REPRESENTATIVE
LiveOps
02.2023 - 11.2023
PCA/MED TECH
Pleasant Tree Hospice Care
01.2020 - 02.2023
Associate of Science - Medical Billing and Coding
Keiser University