Maria Guadalupe Esparza

• Provide lead supervision and guidance to a clerical team, overseeing daily operations for patient registration, complicated financial screening and insurance authorizations for referrals associated with the Santa Clara Valley Health & Hospital System.
• Manage and motivate clerical staff to ensure efficient and accurate registration and insurance authorizations within the Santa Clara Valley Health & Hospital System.
• Train and mentor new and existing clerical staff on complex technical procedures, including specialized registration and difficult or complicated financial screening and insurance authorizations workflows.
• Assist in developing and revising internal procedures relate to the admission process enhancing efficiency and standardization across the Santa Clara Valley Health & Hospital System.
• Communicate and interpret new and revised procedures to staff, clients, and particular departments across the Santa Clara Valley Health & Hospital System
• Manage all aspects of insurance communication, including verifying benefit coverage, documenting requirements, and securing authorizations for referrals for patient care and program services.
• Provide front-line assistance and support for all in-bound calls, following established protocols for the Santa Clara Valley Health & Hospital System (SCVMC HHS).
• Manage a high volume of calls to assist patients with registration, appointments, and general medical needs across Valley Health Clinics.
• Manage patient records and communications within the Clinic's Customer Relationship Management (CRM) system and resolved complex, computer-related data errors to ensure accuracy.
• Provide excellent customer service and patient support by phone, utilizing the Ci-Care methodology to ensure a positive patient experience.
• Leverage strong interpersonal and communication skills to assist patients with inquiries, demonstrating a commitment to patient satisfaction.
• Manage a high volume of inbound calls, delivering empathetic and efficient support while adhering to established customer service protocols.
• Strong commitment to providing an excellent patient experience.

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• Coordinated patient scheduling and managed appointment calendar for optimal clinic efficiency.
• Assisted healthcare providers with patient intake, documenting medical history and vital signs accurately.
• Streamlined office procedures to enhance workflow, reducing patient wait times significantly.
• Implemented electronic health record systems, ensuring accurate data entry and compliance with regulations.
• Trained new administrative staff on clinic protocols and software applications for seamless integration.
• Maintained inventory of medical supplies and equipment, ensuring adequate resources for daily operations.
• Contributed towards a positive work culture by actively participating in team meetings and collaborating with colleagues to solve challenges.
• Managed confidential patient information in compliance with HIPAA regulations, safeguarding sensitive data from unauthorized access or disclosure.
• Delivered exceptional customer service by promptly addressing incoming calls, emails, and walk-in inquiries from patients and other stakeholders.
• Processed insurance claims, verifying eligibility and obtaining necessary authorizations.
• Maintained up-to-date knowledge of billing software systems to streamline operations and improve turnaround times.
• Provided exceptional customer service to patients, addressing their concerns regarding insurance claims or billing issues with empathy and professionalism.
• Ensured accurate coding of diagnoses and procedures using ICD-10 and CPT guidelines.
• Reviewed and corrected billing discrepancies to enhance revenue cycle efficiency.
• Collaborated with healthcare providers to obtain necessary documentation for accurate code assignment and claim submission.

• Help Managed the entire leasing cycle, from marketing and initial inquiry to application, credit checks, and final move-in, ensuring compliance with all Fair Housing Laws.
• Conducted in-person and phone interviews with prospective tenants, evaluating financial and personal information to determine eligibility and maximize occupancy rates.
• Cultivated positive tenant relationships by resolving a wide range of disputes, including payment and deposit issues, to increase resident satisfaction and retention.
• Negotiated and processed lease renewals and rental increases, ensuring clear communication and adherence to departmental policies.
• Independently managed a high volume of work, maintaining accurate and updated resident records and documents in accordance with housing regulations.
• Executed precise data entry, analyzed records, and corrected errors within the property management database to maintain data integrity.
• Provided responsive customer service and support by handling all incoming calls and email correspondence, addressing inquiries related to registration, leasing, and maintenance.
• Streamlined administrative tasks by independently organizing records and managing workload, improving overall departmental efficiency.
• Resolved tenant disputes, including payment demands and eviction procedures, by applying deep knowledge of housing regulations and fair practices.
• Coordinated and scheduled maintenance issues, serving as the primary point of contact for resident intake and communication with vendors.
• Maintained 100% compliance with Fair Housing Laws and department policies throughout all aspects of the leasing and resident management process.