Nancy Aleman
Summary
Dynamic Senior Patient Service Representative with extensive experience at Houston Methodist, excelling in HIPAA compliance and exceptional communication. Proven track record in enhancing patient satisfaction and minimizing no-show rates. Recognized for professionalism and ethics while supporting timely claims submission and fostering a supportive environment for both patients and staff.
Overview
20
20
years of professional experience
Work History
Senior Patient Service Representative
Houston Methodist
03.2021 - Current
- Welcoming patients and visitors, answering the telephone and answering any enquiries.
- Scheduling appointments, rescheduling appointments.
- Assisting patients with completing necessary forms and documentation, as well as ensuring that all information is accurate and correct.
- Scheduling external appointments for any patients that require hospital follow-up, lab appointments.
- Faxing, scanning, filling and mailing.
- Comfort distressed patients- this may range from simply fixing any appointments issues that may arise, through to being the voice of comfort during times of extreme stress and emergency.
- Serving as a role model and mentor to less experienced staff.
- Supports timely, accurate claims submission and may perform registration and/or other revenue cycle functions.
- Right Fax- distribute faxes to providers folder.
- In baskets messages.
- Reports for Huddle.
- Verify insurance.
- Sorting incoming faxes and expediting clinical requests.
- Scrub schedules to make sure appointment types are scheduled correctly ex: Annual eligibility vs routine visit.
- Artera messages actively within our metric standards.
- Promote copay collection with every patient to meet our assigned goal and metric standards (add copay collection rate %.)
- Minimize no show rate standard to less than 4% to make sure our provider's schedule has appropriate usage (provider's schedule utilization.)
Check In/Check Out Representative
Eye Center Of Texas
01.2018 - 02.2021
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Enhanced company reputation by providing exceptional customer service and support.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Processing bill procedures and payments.
- Sorting incoming faxes and expediting clinical requests.
- Welcoming patient and visitors, answering multiple phone lines.
- Checked in and out patients, scheduled follo up appointments.
- Faxed referrals to specialist.
Receptionist Clerk
Gurrola Reprographics
08.2005 - 12.2017
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Safeguarded sensitive information by adhering to strict confidentiality protocols regarding client records and personnel files.
- Managed multiple tasks and met time-sensitive deadlines.
- Kept reception area clean and neat to give visitors positive first impression.
- Answer phone calls and operate switchboard.
- Answer inquiries about company.
- Invoices to clients.
- Dispatch drivers.
- Shipping and Receiving Fedex and UPS.
Education
High School Diploma -
Stephen F. Austin High School
1700 Dumble St Houston Tx 7702305-2002
Skills
- Strong bilingual communication skills (English/Spanish)
- Excellent knowledge Word, Outlook, Thoroughbred, Epic
- HIPAA compliance
- Exceptional communication
- Professionalism and ethics
- Medical billing expertise
- Ability to thrive in a fast-paced, multitasking environment
- Ability to accomplish objectives with enthusiasm and positive attitude
- Ability to work independently with minimum supervision
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Senior Patient Service Representative
Houston Methodist
03.2021 - Current
Check In/Check Out Representative
Eye Center Of Texas
01.2018 - 02.2021
Receptionist Clerk
Gurrola Reprographics
08.2005 - 12.2017
High School Diploma -
Stephen F. Austin High School
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