Norma Lopez
Aurora,Illinois
Summary
Looking for a career opportunity in a fast-paced environment. Would like to expand ability to handle multiple priority projects and utilize my skills/ educational background.
Knowledgeable Representative with comprehensive background in customer service and client relations. Consistently recognized for resolving complex issues and improving customer satisfaction. Demonstrated ability in fostering positive client interactions and maintaining high service standards.
Overview
2025
2025
years of professional experience
Work History
Rehabilitation Bilingual Coordinator
State of Illinois
05.2024 - Current
- Gathered and organized materials to support operations.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
ER Patient Service Rep
Edward Hospital
- Duties include but are not limited to verifying patient demographics and insurance information, payment collection
Emergency Room Registration
Advent Health
09.2023 - 05.2024
- Facilitated clear communication among team members by acting as a reliable liaison between administrative personnel, medical professionals, and patients.
- Streamlined patient registration process by implementing efficient data entry techniques and maintaining accurate records.
- Continuously updated knowledge on insurance policies, medical terminology, and regulatory guidelines to stay current with industry standards.
- Provided exceptional customer service to diverse populations, accommodating language barriers or special needs when necessary during the registration process.
- Exhibited strong problem-solving abilities when faced with complex registration scenarios, ensuring that all necessary information was obtained for accurate patient records.
- Maintained a professional and compassionate demeanor during interactions with distressed or emotional patients, providing support and reassurance throughout the registration process.
- Simplified billing processes by diligently verifying insurance coverage eligibility before submitting claims for medical services rendered in the emergency room.
- Collaborated with medical staff to facilitate seamless communication between departments, resulting in better coordination of care.
Patient Access Specialist in Emergency Room
Northwestern Medicine
05.2021 - 10.2023
- Collect payments; obtain demographics
Patient Access Specialist
Northwestern Medicine
04.2019 - 05.2021
- Provided exceptional customer service, addressing patient concerns promptly and professionally.
- Maintained patient confidentiality by adhering to HIPAA guidelines and hospital policies.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Handled sensitive situations involving distressed patients with empathy maintaining professionalism throughout interactions.
- Collaborated with clinical staff to ensure seamless coordination of care for patients.
- Verified insurance coverage and obtained necessary authorizations to ensure timely billing and reimbursement.
- Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
Revenue Cycle
Advocate Healthcare
08.2020 - 05.2021
- Register patients; answer phones; submit claims for work comp and MVA
Pediatric Outpatient Psychiatry
Northwestern Medicine
02.2017 - 04.2019
- Make Appointments; collect payments; Answer phones; verify Ins
Edward-Elmhurst Healthcare
10.2016 - 02.2017
- Answer phones; data entry; schedule appointments
Pharmacy Technician
Walgreens
03.2015 - 07.2015
- Stocked, labeled, and inventoried medication to keep accurate records.
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
- Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
- Counted and labeled prescriptions with correct item and quantity.
- Assisted in maintaining a clean and organized work environment, ensuring compliance with safety regulations.
- Increased overall pharmacy productivity by restocking supplies, organizing shelves, and maintaining cleanliness according to standards.
Secretary
Linden Oaks at Edward
01.2012 - 06.2015
- Answer phones and collect payments, schedule appointments, order supplies, post payments in epic, register patients and scan insurance cards
Edward Hospital / Central Scheduling
11.2011 - 01.2012
- Call center answer multi-phone lines and schedule outpatient testing for patients
Patient Access Specialist
Central DuPage Hospital
09.1997 - 08.2007
- Duties include but were not limited to inpatient registration, outpatient precertification, filing of medical records, order entry, and accounts receivable, post insurance payment
Education
High School Diploma -
West Chicago Community High School
West Chicago, IL06-1988
Skills
- Word
- Excel
- Outlook
- Epic
- Typing 45 wpm
- Faxing
- Copying
- Proofreading
- Data entry
- 10 key
- Cash handling
- Answering multi-line phone systems
- Bilingual in Spanish
- Customer support
- Data entry proficiency
- Client relationship building
- Paperwork processing
- Telephone reception
- Staff training
Languages
Spanish
Native or Bilingual
Timeline
Rehabilitation Bilingual Coordinator
State of Illinois
05.2024 - Current
Emergency Room Registration
Advent Health
09.2023 - 05.2024
Patient Access Specialist in Emergency Room
Northwestern Medicine
05.2021 - 10.2023
Revenue Cycle
Advocate Healthcare
08.2020 - 05.2021
Patient Access Specialist
Northwestern Medicine
04.2019 - 05.2021
Pediatric Outpatient Psychiatry
Northwestern Medicine
02.2017 - 04.2019
Edward-Elmhurst Healthcare
10.2016 - 02.2017
Pharmacy Technician
Walgreens
03.2015 - 07.2015
Secretary
Linden Oaks at Edward
01.2012 - 06.2015
Edward Hospital / Central Scheduling
11.2011 - 01.2012
Patient Access Specialist
Central DuPage Hospital
09.1997 - 08.2007
ER Patient Service Rep
Edward Hospital
High School Diploma -
West Chicago Community High School
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