Nancy Serrano
North Hollywood,CA
Summary
Extended background in customer service 20+ years in the medical field. Result-oriented mindset, and a commitment to seeing tasks through to successful completion in a timely matter. Well organized, self-motivated and reliable. Proficient in insurance Verification. Knowledge of all aspect pertaining to front desk, as well managing physician's schedules. Multifaceted and innovative professional. Consistently seeking for new way to expand knowledge and opportunities to rise through the organization. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
18
18
years of professional experience
Work History
PSR II
California Heart Center
08.2019 - Current
- Schedule/cancel and modify appointment, Comprehensive patient registration, Insurance Verification, Educate patients on HIPPA, PHI, Consents, Check in/out patients, Collect copays, Phones call, Screen calls, Verify insurance benefits, HMO, PPO, Medi-Cal and WC authorizations/referrals, Manage two physician's outlooks and Epic schedules, Work closely with other departments to ensure outstanding patient care, Workques.
- Worked well in team setting, providing support and guidance.
- Managed time efficiently in order to complete all tasks within deadlines.
- Received several Standing Ovations for providing quality service to patients and team members
Registrar Representative
Providence St. Joseph Medical Center
07.2018 - 07.2019
- Schedule appointment, Comprehensive patient registration, Insurance Verification/benefits, Educate patients on HIPPA, COA, Consents and Advance Directive forms, Collect balance/copays, Cross train in Breast Center & L&D Dept, MSQP/COA Audits.
Medical Receptionist II
Facey Medical Foundation
04.2007 - 07.2018
- Schedule/cancel/modify appointments, Manage Doctors schedules, Patient Outreach, answer average of 50-70 phone calls in daily basis, consisting of appointments, cancellations, patients concern, Data Entry, Insurance Verification/benefits, Help resolve patient's questions and concerns, collect co-payments, Filing- alphabetic and numeric order.
- Streamlined appointment scheduling for improved patient flow and reduced wait times.
Customer Service Representative
Intell Risk Inc.
10.2006 - 01.2007
- Answer high volume of phone calls approximately 70 on busiest days, collect payment, Help resolve costumer's questions and concerns.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
Medical Records Clerk
North East Valley Health Corp.
02.2006 - 10.2006
- Answer high volume of phone calls, Insurance Verification/benefits, Collect Co-payments, Schedule/cancel/modify appointments, Process medical record requests, File and maintain patient records
Education
Business Administration And Management Associate's - Business Administration And Management
Santa Monica College
Santa Monica, CA2025
Medical Insurance Specialist Certificate - Billing
Kaplan College
North Hollywood, CA01.2006
High School Diploma -
North Hollywood High School
North Hollywood, CA06.2002
Skills
- Dependable and Responsible
- Decision-Making
- Team building
- Customer Service
- Fluent in Spanish
- Flexible and Adaptable
- Problem Resolution
- Microsoft Programs
- Allscripts
- Smart Term IDX
- Epic
- One Source
- PenRad
- Cisco Finesse
- Fax Biscom Web
Timeline
PSR II
California Heart Center
08.2019 - Current
Registrar Representative
Providence St. Joseph Medical Center
07.2018 - 07.2019
Medical Receptionist II
Facey Medical Foundation
04.2007 - 07.2018
Customer Service Representative
Intell Risk Inc.
10.2006 - 01.2007
Medical Records Clerk
North East Valley Health Corp.
02.2006 - 10.2006
Business Administration And Management Associate's - Business Administration And Management
Santa Monica College
Medical Insurance Specialist Certificate - Billing
Kaplan College
High School Diploma -
North Hollywood High School
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