Epic, Microsoft office
Michelle Nuno
Summary
Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Patient Access Lead
UCSD Medical center
1 2023 - Current
- Trained new hires on department procedures, policies, and software systems, ensuring consistent quality service delivery from all team members.
- Assisted in developing departmental policies and procedures that promoted efficiency, accuracy, and exceptional customer service.
- Served as a liaison between patients, providers, and administrative staff to ensure seamless coordination of care across multiple departments.
- Collaborated with interdisciplinary teams to optimize patient care, communication, and resource utilization.
- Enhanced patient satisfaction by streamlining registration processes and ensuring timely appointments.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Answered incoming calls, scheduled appointments and filed medical records.
- Recommended service improvements to minimize recurring patient issues and complaints.
- Verified patient insurance eligibility and entered patient information into system.
- Followed document protocols to safeguard confidentiality of patient records.
- Assisted patients with financial planning options for medical expenses, ensuring timely payments and reducing outstanding balances owed to the facility.
- Proficient with MS Office: Excel, PowerPoint, Outlook, Word, etc
- EPIC user.
Patient Access Representative
ED/Scripps Mercy Hospital
1 2023 - 06.2024
- Developed proficiency in various healthcare software programs for accurate documentation of patient encounters and streamlined workflows within the department.
- Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
- Streamlined patient registration processes by implementing efficient data collection methods and reducing wait times.
- Notification of admissions to Insurance, IPA, VA, HMO.
- Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Contributed to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.
- Facilitated smooth billing processes by verifying insurance eligibility, obtaining authorizations, and accurately entering claim details into the system.
Patient Access Representative
Womens Center/Sharp Grossmont
06.2022 - 05.2023
- Developed proficiency in various healthcare software programs for accurate documentation of patient encounters and streamlined workflows within the department.
- Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
- Streamlined patient registration processes by implementing efficient data collection methods and reducing wait times.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Maintained accurate patient records, contributing to a well-organized database for seamless information access across departments.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Verified patient insurance eligibility and entered patient information into system.
Insurance Verification Lead
PPPSW
01.2015 - 01.2023
- Lead a team of 6 employees in providing real time benefits for 13 clinics across Southern California
- Resolved complex authorization issues, working closely with patients and insurance companies to find solutions.
- Increased efficiency of the authorization process with effective communication among multidisciplinary teams.
- Screen patients for eligibility for grants
- Streamlined reporting structures by consolidating information sources and automating data collection systems.
- Identified team weak points and implemented corrective actions to resolve concerns.
- Maintained team flexibility and embraced change to adapt within dynamic markets.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals.
- Streamlined insurance authorization processes by implementing efficient workflow strategies.
- Coordinated pre-authorization requirements for medical treatments or services, enhancing overall patient experience before appointments.
- Assisted patients in understanding their coverage benefits, guiding them through the financial aspects of their care journey.
- Provided prior authorization support for physicians, healthcare providers and patients in accordance with payer guidelines.
- Maintained confidentiality of patient finances, records, and health statuses.
CNA
Sharp Grossmont
1 2017 - 06.2019
- Provide bedside care to patients under RN supervision.
- Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
- Reduced patient stress levels through effective communication and active listening skills.
- Promoted infection control practices within the facility by adhering to strict hand hygiene procedures and utilizing personal protective equipment when necessary.
- Conducted basic physical assessments on new admissions to gather baseline data for nursing staff evaluation.
- Prevented bedsores by regularly repositioning patients and implementing proper wound care techniques.
- Participated in ongoing educational opportunities in order to stay up-to-date on best practices in nursing care.
- Enhanced patient satisfaction by providing compassionate and attentive care.
CNA
Sharp Chula Vista/Coronado
01.2012 - 01.2015
- Provide bedside care to patients under RN supervision.
Recruiting Supervisor
2010 Census Bureau
01.2009 - 01.2011
- Oversee testing schedule, sites and trainers
- Provide monthly presentations to discuss statistics.
- Collaborated with HR leadership to implement effective employee referral programs, increasing internal referrals for open positions.
- Enhanced candidate experience through well-organized interview scheduling, timely follow-ups, and clear communication.
- Assisted new hires with onboarding paperwork related to direct deposit setup, tax forms, and benefit enrollment.
- Ensured accurate payment distribution for employees by diligently reviewing timecards and attendance records.
Education
Associates in Allied Health -
Southwestern College
Chula Vista, CA05.2021
Skills
Problem solving
Work Quality Evaluation
Registration management
Registration and Admissions
Customer Service
Multitasking and Organization
Relationship Building
Referral Coordination
Training Coordination
Eligibility Determination
Phone and Email Etiquette
Software
Languages
Spanish
Native or Bilingual
Certification
CRCR
Timeline
CRCR
06-2024
Patient Access Representative
Womens Center/Sharp Grossmont
06.2022 - 05.2023
Insurance Verification Lead
PPPSW
01.2015 - 01.2023
CNA
Sharp Chula Vista/Coronado
01.2012 - 01.2015
Recruiting Supervisor
2010 Census Bureau
01.2009 - 01.2011
Patient Access Lead
UCSD Medical center
1 2023 - Current
Patient Access Representative
ED/Scripps Mercy Hospital
1 2023 - 06.2024
CNA
Sharp Grossmont
1 2017 - 06.2019
Associates in Allied Health -
Southwestern College