Summary
Overview
Work History
Education
Skills
Timeline
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Martha Aguino

Albuquerque,New Mexico

Summary

Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication. Excels at identifying client needs and concerns to improve engagement strategies and overall service.

Overview

22
22
years of professional experience

Work History

PATIENT SERVICE REPRESENTATIVE SUPERVISOR

Foot & Ankle Specialist Of NM
08.2021 - Current
  • Used Healthfusion to schedule appointments.
  • Responded to inquiries by directing calls to appropriate personnel.
  • Balanced deposits and credit card payments each day.
  • Assisted patients in filling out check-in and payment paperwork.
  • Applied administrative knowledge and courtesy to explain procedures and services to patients.
  • Provided exceptional customer service to patients, answering questions and addressing concerns.
  • Managed patient registration process, confirming data accuracy and completeness.
  • Built and maintained positive working relationships with patients and staff.
  • Handled customer service inquiries in person, via telephone and through email.
  • Verified insurance eligibility and coverage for patients.
  • Filed and maintained patient records in accordance with HIPAA regulations.
  • Entered patient demographic and insurance data into electronic medical record system.
  • Worked with patients to ascertain issues and make referrals to appropriate specialists.
  • Resolved customer complaints using established follow-up procedures.
  • Processed payments using cash and credit cards, maintaining accurate records of transactions.
  • Facilitated communication between patients and various departments and staff.
  • Trained new staff on filing, phone etiquette and other office duties.
  • Delivered support to medical staff in completion of patient paperwork.
  • Verified patient insurance eligibility and entered patient information into system.
  • Answered incoming calls, scheduled appointments and filed medical records.
  • Provided excellent customer service to patients and medical staff.

RURAL CARRIER

United States Postal Service, USPS
07.2021 - 08.2021
  • Maintained accurate records of attempted and missed deliveries as required by post office.
  • Picked up and delivered mail on time each day, taking into consideration weather and road conditions.
  • Delivered mail along established route in rural areas.
  • Pleasantly greeted and engaged customers, assisting with any mail-related issues.
  • Picked up outgoing mail from letter boxes and in person from customers.
  • Signed and received mail with signature requirements upon delivery and loading.
  • Maintained records on customers with mail forwarding and change of address requests.
  • Sorted mail according to order of address appearance for easy access in field.
  • Conducted daily maintenance and safety checks on delivery vehicles, limiting service delays and disruptions.
  • Followed safety protocols and regulations while driving, upholding professional service reputation.
  • Secured and properly stored packages for delivery to eliminate damage risks.
  • Collected mail from post office boxes and distributed goods to correct addresses.
  • Remained physically fit to safely lift and transport packages weighing up to 70 pounds.
  • Distributed items on time and to correct locations for punctual, professional mail services.

HOTEL FRONT DESK SUPERVISOR

Laguna Development Corporation
11.2007 - 07.2021
  • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
  • Collected room deposits, fees, and payments.
  • Completed late check-ins and directed guests to rooms and facilities.
  • Established and upheld high standards, promoting great customer service and assistance to guests.
  • Booked large groups for weddings, seminars, conferences, and other events, providing best available room rates.
  • Hired and trained new employees, demonstrating best methods for serving clients and guests.
  • Fostered safe lodging environment with reliable and effective security services.
  • Managed day-to-day operations of lodging facility and scheduling staff.
  • Handled guest complaints and offered complimentary services to maintain high guest satisfaction rates.
  • Supervised a team of 6 front desk agents and helped to resolve issues arising during shifts.
  • Greeted and assisted guests by gathering information pertaining to reservations or requests.

TELECOMMUNICATION TRANSCRIPTIONIST

Flake-Wilkerson Market Insights
08.2006 - 05.2007
  • Used headsets and transcribing software to take dictation of customer comments.
  • Reviewed and edited transcribed reports and corrected material for spelling, grammar, and clarity.
  • Reviewed completed reports for proper formatting, grammar, and sentence structure.
  • Followed specific guidelines and style rules to meet clients' requirements and maintain consistency.
  • Developed and implemented strategies to improve transcription efficiency.
  • Transcribed sensitive documents with complete confidentiality.
  • Utilized templates and macros to streamline transcription processes.

MEDICAL TRANSCRIPTIONIST

SHINALLEN ENTERPRISES
01.2002 - 12.2004
  • Recorded information using word processing, dictation and transcription software and equipment.
  • Attended training associated with role to improve skills and boost speed.
  • Followed all HIPAA rules and regulations regarding patient confidentiality.
  • Assisted in maintenance of medical charts and/or electronic medical record filing, Op Reports, test results and home care forms.
  • Maintained 90% accuracy rate for spelling and content.
  • Referred to variety of medical sources to prevent mistakes in medical terms.
  • Applied medical terminology related to provider-specific treatments and techniques.
  • Accurately documented medical dictation to record patient care records.
  • Corrected grammar, spelling, and syntax mistakes in medical records.
  • Demonstrated excellent skills to understand diverse accents and dialects.
  • Documented patient medical histories, vitals and test results in electronic health records system.
  • Reviewed patient charts for accuracy, correcting grammar and syntax errors before submission to clinic.
  • Reviewed documentation for compliance with requirements and accuracy of information.
  • Worked cohesively with physicians and other clinical staff to complete transcriptions.

Education

No Degree - Phlebotomy

Pima Medical Institute
Albuquerque, NM
04.1992

GENERAL

GRANTS HIGH SCHOOL
GRANTS, NM
05.1991

Skills

  • Excellent Customer Service
  • Appointment Scheduling
  • Patient Greeting
  • Reception Management
  • Document Filing
  • Insurance Verifying
  • Directing Callers
  • HIPAA Compliance
  • Payment Collection
  • Patient Intake

Timeline

PATIENT SERVICE REPRESENTATIVE SUPERVISOR

Foot & Ankle Specialist Of NM
08.2021 - Current

RURAL CARRIER

United States Postal Service, USPS
07.2021 - 08.2021

HOTEL FRONT DESK SUPERVISOR

Laguna Development Corporation
11.2007 - 07.2021

TELECOMMUNICATION TRANSCRIPTIONIST

Flake-Wilkerson Market Insights
08.2006 - 05.2007

MEDICAL TRANSCRIPTIONIST

SHINALLEN ENTERPRISES
01.2002 - 12.2004

No Degree - Phlebotomy

Pima Medical Institute

GENERAL

GRANTS HIGH SCHOOL

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