Norma K Bolanos
Van Nuys,CA
Summary
Accomplished Lead Patient Service Specialist with a proven track record at Select Medical, enhancing patient satisfaction and streamlining insurance processes. Skilled in healthcare systems knowledge and team leadership, I significantly improved revenue collection and patient loyalty. Fluent in English and Spanish, I excel in multitasking and fostering team collaboration, achieving top-notch performance and efficiency.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Lead Patient Service Specialist
Select Medical
08.2014 - Current
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Verified patient insurance eligibility and entered patient information into system.
- Adapted quickly to changing policies or procedural updates within the clinic, maintaining consistent levels of efficiency and accuracy in daily tasks.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Greeted and assisted patients with check-in procedures.
- Facilitated communication between patients and healthcare providers, ensuring clear understanding of treatment plans and expectations.
- Trained new team members on clinic procedures, fostering a welcoming and cohesive work environment.
- Streamlined insurance verification processes for faster resolution of billing issues, resulting in increased revenue collection.
- Managed high call volumes by efficiently triaging incoming requests to appropriate departments or personnel.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Promoted a positive atmosphere within the workplace by actively participating in team meetings and consistently demonstrating professionalism in all interactions.
- Increased patient loyalty through timely follow-up calls and addressing inquiries or concerns.
- Provided exceptional customer service, resolving patient complaints promptly and professionally.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Conducted audits of funds to meet proper accounting, reporting and disbursement requirements.
- Tracked inventory and reordered PPE supplies for staff.
- Identified trends in payer denials and collaborated with other departments to resolve recurring issues proactively.
- Expedited month-end close procedures through efficient coordination with billing and finance teams.
- Handled account payments and provided information regarding outstanding balances.
- Conducted orientation sessions and organized on-the-job training for new hires.
- Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
Senior Claims Collector
Codemax
02.2022 - 10.2022
- Improved claim resolution rates by diligently reviewing medical records and identifying errors in billing.
- Followed up on denied claims to verify timely patient payment and resolution.
- Evaluated medical claims for accuracy and completeness and researched missing data.
- Processed high volumes of medical claims accurately and efficiently under tight deadlines, ensuring prompt payment for services rendered.
- Verified patient insurance coverage and benefits for medical claims.
- Monitored and updated claims status in claims processing system.
- Managed large volume of medical claims on daily basis.
- Maintained a high level of customer satisfaction by promptly addressing inquiries and resolving issues related to medical claims.
- Assisted in the development of training materials for new hires, improving overall team knowledge and productivity.
Education
High School Diploma -
Penn Foster High School
Scranton, PA05-2017
Medical Terminology
West Valley Occupational Center
Winnetka, CA03-2018
Business Administration And Management
Los Angeles Valley College
Van Nuys, CASkills
- Appointment Scheduling
- Patient Registration
- Healthcare Systems Knowledge
- Insurance Verification
- Spanish Fluency
- Multitasking and Organization
- Team Collaboration
- Team Leadership
- Registration and Admissions
- Phone and Email Etiquette
- Call Screening
- Multi-Line Telephone Systems
Certification
- Basic Life Support (BLS) Certification - American Heart Association.
Timeline
Senior Claims Collector
Codemax
02.2022 - 10.2022
Lead Patient Service Specialist
Select Medical
08.2014 - Current
High School Diploma -
Penn Foster High School
Medical Terminology
West Valley Occupational Center
Business Administration And Management
Los Angeles Valley College
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