Marion Santos
San Jose,CA
Summary
Dedicated Patient Access Representative with proven expertise in customer service, insurance verification, and HIPAA compliance. Committed to enhancing patient experiences and streamlining processes to ensure efficient healthcare delivery.
Experienced Patient Access Representative skilled in facilitating patient registration, improving workflow efficiency, and maintaining HIPAA compliance. Known for exceptional customer service and conflict resolution, contributing to a positive work environment and enhanced patient satisfaction.
Overview
26
26
years of professional experience
Work History
Patient Access Representative
El Camino Health
Mountain View, CA
02.2022 - Current
- Facilitated patient registration and appointment scheduling using electronic health record systems.
- Ensured accurate insurance verification and eligibility checks for patient services.
- Collaborated with clinical staff to streamline patient check-in processes, improving workflow efficiency.
- Provided exceptional customer service by addressing patient inquiries and resolving issues promptly.
- Maintained compliance with HIPAA regulations while handling sensitive patient information securely.
- Developed and implemented standard operating procedures for front desk operations, ensuring consistency in service delivery.
- Contributed to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.
Patient Service Representative
Palo Alto Medical Foundation
Los Gatos, CA
05.2015 - 05.2025
- Managed patient scheduling and appointment confirmations to enhance operational efficiency.
- Facilitated communication between patients and medical staff to ensure comprehensive care delivery.
- Addressed patient inquiries and concerns, providing accurate information regarding services and procedures.
- Processed insurance verifications and authorizations to streamline patient access to healthcare services.
- Trained new staff on office protocols and patient management systems for improved service quality.
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
Patient Financial Services Representative
Palo Alto Medical Foundation
Sunnyvale, CA
02.2000 - 05.2015
- Facilitated patient inquiries regarding billing and insurance processes.
- Processed and verified patient insurance claims for accuracy and compliance.
- Educated patients on financial responsibilities and available payment options.
- Collaborated with healthcare providers to resolve billing discrepancies efficiently.
- Implemented process improvements to enhance service delivery in financial operations.
- Maintained compliance with industry regulations, ensuring proper handling of sensitive patient data during the billing process.
- Provided guidance to registration staff regarding accurate collection of demographic information from patients upon admission.
- Reduced errors in billing, conducting thorough audits of patient accounts and identifying discrepancies.
- Assisted patients in understanding their financial responsibilities, guiding them through available payment options and resources.
Education
Bachelor of Science - Nursing
St. Jude College of Nursing
Manila, Philippines10-1999
Skills
- Customer service
- Insurance verification
- HIPAA compliance
- Patient registration
- Registration and admissions
- Medical terminology
- Healthcare systems navigation
- Team collaboration
- Flexible schedule
- Conflict resolution
Timeline
Patient Access Representative
El Camino Health
02.2022 - Current
Patient Service Representative
Palo Alto Medical Foundation
05.2015 - 05.2025
Patient Financial Services Representative
Palo Alto Medical Foundation
02.2000 - 05.2015
Bachelor of Science - Nursing
St. Jude College of Nursing