Nina S. Luna
Apple Valley,CA
Summary
Access Management Supervisor with 4yrs experience in a hospital emergency department setting. Seeking a position to utilize 10+yrs experience in the health care field.
Overview
18
18
years of professional experience
Work History
Patient Experience Lead
Urgent Point/UP Medical
05.2024 - 09.2024
- Collaborated with cross-functional teams to identify areas for improvement in patient care processes and developed action plans to address them
- Led training sessions for healthcare staff on effective communication techniques and customer service skills, resulting in improved patient interactions
- Created and maintained standard operating procedures (SOPs) related to patient experience initiatives
- Implemented strategies to reduce wait times for appointments or procedures by optimizing scheduling processes
- Managed complaints or concerns raised by patients or their families promptly and effectively while maintaining confidentiality at all times
- Utilized electronic health record systems (EHRs) effectively during interactions with patients ensuring accurate documentation of medical history
- Conducted regular staff meetings or huddles to communicate updates, share best practices, and address any concerns related to patient experience
Intake/Insurance Specialist
Urgent Point/UP Medical
07.2023 - 06.2024
- Conducted comprehensive patient intake interviews to gather medical history, symptoms, and current medications
- Verified insurance coverage and obtained necessary authorizations for medical procedures
- Maintained accurate and up-to-date electronic health records (EHR) for all patients
- Scheduled appointments, coordinated referrals, and managed patient flow in fast-paced healthcare setting
- Provided exceptional customer service by addressing patient inquiries and concerns in professional manner
- Collaborated with physicians and nurses to ensure timely delivery of quality care to patients
- Assisted in coordination of diagnostic tests, imaging studies, and laboratory services as required by healthcare providers
- Ensured compliance with HIPAA regulations regarding patient privacy and confidentiality at all times
- Performed data entry tasks accurately to update patient demographics, insurance information, and billing details
- Developed training materials for new intake specialists to streamline onboarding process
- Collaborated with interdisciplinary teams to develop standardized intake forms that improved efficiency
- Managed high call volume while maintaining excellent phone etiquette
- Coordinated follow-up appointments for patients requiring ongoing care or treatment plans
- Served as liaison between patients and insurance companies to resolve billing discrepancies or coverage issues efficiently
- Closely monitored appointment schedules to minimize no-shows or cancellations through proactive reminder calls or messages
Office Administrator
Urgent Point
03.2021 - 06.2023
- Managed daily administrative tasks, including answering phone calls, responding to emails, and organizing meetings
- Maintained office supplies inventory by checking stock levels and placing orders as needed
- Collaborated with HR department to onboard new employees, including preparing paperwork and conducting orientation sessions
- Handled confidential information with utmost discretion and ensured compliance with data protection policies
- Oversaw mail distribution within office; prepared outgoing mail/packages for shipment
- Prepared agendas for meetings; took minutes during meetings; distributed minutes after each meeting
- Served as point person for maintenance issues (e.g., malfunctioning copier, leaky faucet) ensuring prompt resolution
- Assisted with onboarding of new employees; prepared necessary paperwork and facilitated orientation process
- Greeted and checked in patients, ensuring positive and welcoming experience
- Scheduled appointments for patients, efficiently managing appointment calendar
- Verified insurance information and collected co-pays, streamlining billing process
- Maintained patient records and updated electronic medical records system with accuracy and attention to detail
- Answered phone calls promptly and professionally, addressing inquiries or directing calls to appropriate staff members
- Managed patient flow by coordinating with medical staff to ensure timely check-ins and minimize wait times
- Assisted in obtaining necessary authorizations for procedures or referrals from insurance companies
- Handled sensitive patient information with confidentiality and adhered to HIPAA regulations at all times
- Resolved patient concerns or complaints effectively, providing exceptional customer service
- Collaborated with healthcare providers to coordinate follow-up appointments or tests for patients as needed
- Performed administrative tasks such as filing documents, organizing paperwork, and maintaining office supplies inventory
- Trained new front desk personnel on office procedures, systems, and protocols
- Managed incoming/outgoing mail distribution within clinic
- Ensured waiting area cleanliness by regularly tidying up magazines/books/toys etc.
- Maintained knowledge of various insurance plans accepted by clinic
- Provided accurate information regarding services offered at clinic over phone/in-person/email communications
- Achieved high levels of patient satisfaction through effective communication skills
- Demonstrated proficiency in using electronic health record (EHR) systems
- Assisted in implementation of new office policies and procedures
- Managed patient check-out process, including scheduling follow-up appointments and collecting feedback
Patient Access Supervisor
Tri-City Medical Center
01.2016 - 01.2020
- Managed comprehensive training of new employees, ensuring thorough understanding of job responsibilities and hospital policies.
- Served as liaison between patients, physicians, and administrative staff to address concerns or questions related to registration or billing issues effectively.
- Assisted Case Management and Medical Records regarding duplicate Encounter and Medical Record numbers
- Implemented process improvements that led to reduced lead times and improved overall registration efficiency.
- Provided guidance on regulatory requirements pertaining to industry-specific guidelines, contributing to successful audits from external agencies.
- Collaborated with cross-functional teams to identify areas of improvement, leading to higher customer satisfaction rates.
- Conducted root cause analyses to identify issues and develop corrective actions, minimizing financial loss.
- Developed and maintained detailed documentation for all quality control procedures, ensuring compliance with industry standards.
- Reviewed data from patient information to identify trends and patterns that could indicate potential issues or areas for improvement.
- Assisted with quality control audits.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Analyzed quality and performance data to support operational decision-making.
Quality Control Coordinator
Tri-City Medical Center
01.2012 - 01.2016
- Managed comprehensive training of new employees, ensuring thorough understanding of job responsibilities and hospital policies.
- Assisted Case Management and Medical Records regarding duplicate Encounter and Medical Record numbers
- Implemented process improvements that led to reduced lead times and improved overall registration efficiency.
- Provided guidance on regulatory requirements pertaining to industry-specific guidelines, contributing to successful audits from external agencies.
- Collaborated with cross-functional teams to identify areas of improvement, leading to higher customer satisfaction rates.
- Conducted root cause analyses to identify issues and develop corrective actions, minimizing financial loss.
- Developed and maintained detailed documentation for all quality control procedures, ensuring compliance with industry standards.
- Reviewed data from patient information to identify trends and patterns that could indicate potential issues or areas for improvement.
- Trained new hires on quality control protocols and best practices, fostering culture of continuous improvement.
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Analyzed quality and performance data to support operational decision-making.
Financial Counselor
Fallbrook Hospital
01.2007 - 01.2010
- Began in an entry position for main registration as a registrar
- Became financial counselor within 1 year of being hired
- Contacted insurance providers to obtain key information regarding patient benefits and to submit documentation for accounts.
- Conducted interviews with patients and family members and answered questions regarding insurance benefits.
- Safeguarded client confidentiality while maintaining accurate records and documentation of counseling sessions.
- Identified healthcare resources and programs for patients unable to meet financial obligations.
- Worked closely with Billing Department to obtain approved retro authorizations
- Assisted registration clerks with insurance verification and coding issues
Education
Medical Billing and Insurance Coding - Stars Club, Mentoring, ASB Club
UEI College
San Marcos, CA09.2011
Certificate - Computer Programming
McLennan Community College
Waco, TX01.2002
Skills
- 3yr Management Experience
- 4yr Supervisor Experience
- Teamwork and Collaboration
- Excellent Communication
- Bilingual English/Spanish
- Insurance verifying
- Conflict-Resolutions
- Registration and Scheduling
- Microsoft Office
- Medical Terminology
- Cerner Application
- Affinity Application
- Allscripts Application
- EPIC Application
Leadershipqualities
- Excellent communication skills both written and oral.
- Strategic thinking: Experienced in resolving problematic issues both in and out of my own department.
- Decisive: Capable of delivering quick solutions to registration issues.
References
- David Benitez, 760-585-5100
- Melody Peterson, 760-593-9739, melodypeterson@yahoo.com
- LaTasha Warren, 337-280-1423
- Jocelyn Ortiz, 562-443-2997
Timeline
Patient Experience Lead
Urgent Point/UP Medical
05.2024 - 09.2024
Intake/Insurance Specialist
Urgent Point/UP Medical
07.2023 - 06.2024
Office Administrator
Urgent Point
03.2021 - 06.2023
Patient Access Supervisor
Tri-City Medical Center
01.2016 - 01.2020
Quality Control Coordinator
Tri-City Medical Center
01.2012 - 01.2016
Financial Counselor
Fallbrook Hospital
01.2007 - 01.2010
Medical Billing and Insurance Coding - Stars Club, Mentoring, ASB Club
UEI College
Certificate - Computer Programming
McLennan Community College
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