Summary
Overview
Work History
Skills
Timeline
Generic

MAY CASTILLO

San Mateo,USA

Summary

Experienced healthcare professional dedicated to delivering seamless patient access services. Demonstrated expertise in efficient management of patient registrations and improving operational efficiency. Team-oriented and adaptable, consistently providing high-quality service while fostering strong communication with patients and staff.

Overview

24
24
years of professional experience

Work History

FRONT DESK CONCIERGE/RECEPTIONIST

Eskaton Home Healthcare
01.2023 - 01.2024
  • Serves as point of contact for all resident requests and telephone calls except those of an emergency nature (includes, but not limited to helping residents who require assistance making outgoing calls; answering questions about activities, outings, and appointment times; putting residents in contact with appropriate dept
  • Managers; providing stamps; making change)
  • Coordinates services for residents and their family members (includes, but not limited to dry cleaning, grocery and drug store delivery, dinner reservations, beauty parlor services, theater and movie tickets, and transportation services; following up after services were rendered to confirm that they were satisfactory)
  • Maintains extremely high standards of customer service (includes, but not limited to meeting with all new residents and, when appropriate, their family members within 48 hours of arrival to explain concierge services; tracking residents’ and family members’ concerns and complaints and immediately making department managers aware)
  • Answers questions regarding local stores, attractions and services
  • Ensures that the lobby area and first floor common areas and restrooms are at all times clean and welcoming (includes, but not limited to making sure that background music is appropriate and in keeping with residents’ tastes; ordering fresh floral arrangements and changing the water daily; doing a 1st floor walk through at the start of shift and every 2 hours afterwards and communicating with housekeeping and maintenance staff persons regarding any areas of concern)
  • Coordinates the community’s transportation schedule (includes, but not limited to being aware of Engage Life outings and coordinating medical transportation that does not conflict; scheduling appointments for residents and, when Atria transportation is not available, assisting residents in coordinating alternative transportation; providing written confirmation of appointments for residents; making reminder calls to residents prior to medical appointments and Engage Life outings to help insure that transportation leaves on-time)
  • Serves as a liaison between the dining room and residents (includes, but not limited to accepting guest meal reservations and communicating these reservations to the dining room manager; making reminder calls to residents who are not in the dining room at their scheduled meal time; maintaining R.S.V.P
  • Lists for community events, family events and holiday meals)
  • May supervise the front desk reception staff and drivers; maintains a working knowledge of the Security/Door Attendant and Receptionist positions and provides coverage as needed

PATIENT ACCESS LIASON II

Mills Peninsula Medical Center
01.2022 - 01.2023
  • Greets patients/family members and obtains and/or verifies demographic, clinical, financial, and insurance information in the process of financially clearing patients for service delivery, including the entry of patient/guarantor information in the patient registration/accounting systems, collection of patient signatures on all appropriate forms and the imaging/copying of registration documents
  • Utilizes inputs to authenticate and register patients for service delivery for patients who have registered through the Patient Access Center; for those who are not registered, completes the end-to-end process of registration through close-out for service delivery
  • Obtains and processes signed physician orders
  • Maintains assigned work queue
  • Conducts insurance eligibility/benefit verification, referral/authorization, and financial education on designated accounts
  • Calculates estimated patient liability, informs patient/guarantor and actively collects appropriate patient liabilities, including co-payments, deductibles, and deposits at time of service and/or processes patient payments, accepts payments on prior services
  • Refers appropriate cases to financial counseling for follow-up and consultation
  • Executes other duties as assigned, such as cashiering, bed management, and communications operator
  • Enhances the patient experience throughout all patient interactions, which will be face-to-face or by other means of communication demonstrating knowledge of Sutter’s Health system and service offerings
  • Performs revenue cycle tasks necessary to ensure compliance and exceptional customer service
  • Authenticates patient identity throughout all processes
  • May provide directional support to patients and/or family members
  • Maintains knowledge of applicable Federal, State, and local laws and regulations, Standards of Conduct, Standards of Behavior, as well as Sutter policies and procedures in order to ensure adherence in a manner that reflects honest, ethical, and professional behavior
  • Meet the department monthly cash goal

PATIENT ACCESS LIAISON / ELECTRONIC IMAGING TECHNICIAN II / IR SCHEDULING

Mills Peninsula Medical Center
01.2022 - 01.2023

FRONT OFFICE COORDINATOR

COMMUNITY PSYCHIATRY
05.2021 - 11.2021
  • Greeted incoming patients - Answered phone calls and took messages for multiple physicians
  • Schedule and confirm appointments daily
  • Scheduled appointments for patients for follow up visits, physical therapy, and specialists
  • Managed patient and doctor's scheduling
  • Screen calls, arranges appointments and referrals
  • Type correspondence, reports, memos, and forms as requested by physicians and/or administration
  • Handles Multi-line phone
  • Take clear and concise phone messages
  • Collect co-pays, deductibles and inquire on previous balances
  • Utilize patients request for prescriptions to enter and drug information, ensuring information is entered correctly, filling prescriptions
  • Provided responsive and proactive customer service via telephone, e-mail, fax and face to face
  • Solely administered medical record requests department and legal correspondences
  • Created, updated and maintained patient files insuring medical records reflect the most current patient information
  • Provided confidential documentation such as test results or other information not filed in patient records to healthcare providers upon request
  • Provide other administrative and clerical duties in support of the medical care and operational team

PATIENT ACCESS DISCHARGE REPRESENTATIVE

University Medical Center of Southern Nevada Hospital
01.2018 - 01.2020
  • Greets patients and records pertinent information into a computer database
  • Records insurance information and obtains pre-approval for treatment if needed
  • Relays information between patients and other staff members, and provides them with updates as needed
  • Prioritizes the order of care so that the most critical patients are seen first
  • Keeps paper and electronic medical records, and updates these records as needed
  • Provides information to insurance companies in order to assist with billing
  • Manage patient pre-admission process including interviewing patients, admission privileges, recording patient details in hospital's database
  • Answer patient questions regarding admission procedures, mobile phone restrictions and room selection
  • Screen patients' medical insurance and payment information validity and verify third-party approvals when necessary
  • Arrange admission charts and gather related paperwork
  • Guide patients through the admission process and gather relevant personal information through pre-admission interviews
  • Verify patient identification and issue hospital identification band as required
  • Manages patient placement throughout the facility via assigning beds, arranging transport and notifying physicians of patient arrivals
  • Obtains information of maternity and emergency room patients through interviewing family members and visiting patient's assigned room

SENIOR ADMITTING WORKER-LEAD

UNIVERSITY OF CALIFORNIA SAN FRANCISCO
03.2006 - 07.2018
  • Perform a diverse range of responsibilities to include, but not limited to greeting, patient identification, check-in, and registering patients upon arrival, including: registration process including financial and demographic information, cash collections, providing information and counseling patients with financial inquiries pertinent to insurance eligibility and liability; all of which resulting in efficient and smooth flowing business operations
  • Conducted cost estimates for patients financial insurance data for inpatient/outpatient services such as: observation status, ambulatory surgery, and special procedures entering into computerized system for future retrieval purposes
  • Answered patients' questions pertinent to both registration and admitting process while implementing viable solutions
  • Referred clinical queries to nursing or physician staff, and assisted in obtaining authorizations for inpatient/outpatient services
  • Verified insurance eligibility and benefits, and secure authorizations
  • Responsible for communicating with managers, staff and patients to ensure visits were appropriately registered meeting all billing requirements
  • Provided on-the-job training for new staff using Epic system; and trained all employees transferred to hospital campuses

FINANCIAL COUNSELOR

CALIFORNIA PACIFIC MEDICAL CENTER
01.2000 - 01.2006
  • Review daily IP, ER, Surgery and OP admissions that are Private Pay
  • Responsible for financially clearing patients at ER, hospital bedside or OP registration to obtain cash payment or determine eligibility for various governmental programs
  • Conduct interview with patients and / or family members
  • Records and maintains complete documentation of activities performed on account while in-house
  • Notifies hospital case management, social services and admission staff of case screening determinations and outcomes via verbal and written communications
  • Calculate and collect cash payments appropriately for all patients
  • Advises self-pay patients of their medical care options available in the community for future follow-up care
  • Participates in data gathering for financial reporting
  • Work closely with Case Management (UR) on a daily basis in regards to patient status changes; whether this would include patient type or insurance notification or insurance coverage
  • Set up arrangements / monthly installment plans for patients to payoff balances within the guidelines of collection policy
  • Follow up on any payments that were missed within 3 days
  • Discuss outstanding balances with patients attempting to receive future services
  • Provide an estimate for the future service and create a payment plan to resolve older debt
  • Create detailed notes in the system to reflect all actions performed on an account
  • Assist in registering patients or admitting patients when needed
  • Maintain complete records of all patients applying for indigent or financial assistance to include the application, proof of income, the acceptance/denial letter, and any other applicable documentation

Skills

  • Healthcare
  • Patient check-in
  • Registration and admissions
  • Electronic health records
  • Medical insurance
  • Insurance verification
  • Insurance authorizations
  • Patient documentation
  • Scheduling appointments
  • HIPAA compliance
  • Conflict resolution
  • Communicating to patients and families
  • Patient confidentiality and data security

Timeline

FRONT DESK CONCIERGE/RECEPTIONIST

Eskaton Home Healthcare
01.2023 - 01.2024

PATIENT ACCESS LIASON II

Mills Peninsula Medical Center
01.2022 - 01.2023

PATIENT ACCESS LIAISON / ELECTRONIC IMAGING TECHNICIAN II / IR SCHEDULING

Mills Peninsula Medical Center
01.2022 - 01.2023

FRONT OFFICE COORDINATOR

COMMUNITY PSYCHIATRY
05.2021 - 11.2021

PATIENT ACCESS DISCHARGE REPRESENTATIVE

University Medical Center of Southern Nevada Hospital
01.2018 - 01.2020

SENIOR ADMITTING WORKER-LEAD

UNIVERSITY OF CALIFORNIA SAN FRANCISCO
03.2006 - 07.2018

FINANCIAL COUNSELOR

CALIFORNIA PACIFIC MEDICAL CENTER
01.2000 - 01.2006

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MAY CASTILLO