Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Patricia Ebarb

Spring Valley,CA

Summary

Dedicated and empathetic excellent Customer Service in the Health care field patient care and medical office management experience. Committed to obtaining highest level of patient satisfaction by ensuring regulatory compliance and adherence to practice standards. Documented ability to cultivate trust and rapport with patients and maintain strong relationships. Excellent communication and interpersonal skills with patients, families and other healthcare professionals. Dynamic referral coordinator/Scheduler with experience in scheduling and coordinating referrals. Proven track record of efficiently and accurately completing paperwork. Offers strong time management, organizational and multitasking abilities.

Overview

14
14
years of professional experience
1
1
Certification

Work History

REFERRAL COORDINATOR/SCHEDULER

Eisenhower Neurology
03.2024 - Current
  • Scheduled appointments with specialists on behalf of clients.
  • Demonstrated strong attention to detail and organizational skills in managing a high volume of referrals while maintaining exceptional levels of patient care.
  • Maintained a high level of accuracy in referral documentation, ensuring smooth transitions between healthcare providers.
  • Processed referral requests from patients, doctors and other health care professionals.
  • Responded to patient inquiries to offer timely updates regarding referral status.
  • Called insurance companies to get precertification and other benefits information on behalf of patients.
  • Managed electronic health records efficiently, safeguarding sensitive patient information while expediting the referral process.
  • Established strong relationships with external providers, facilitating seamless communication and collaboration in patient care.
  • Served as a liaison between primary care physicians, specialists, and patients to ensure timely access to needed services.

Customer Service Representative Collector

Sharp Healthcare
04.2023 - 08.2023
  • Receive, resolve, and respond to incoming and generate outbound calls, live chat and walk-in patients for inclusion in the following areas the PFS divisions of Community Care (CCD), Institutional Care (ICD), Managed Care (MC), and Sharp Care (SC) in a manner reflecting the Mission, Values, and Philosophy of Sharp HealthCare
  • Responsible for responding to all patent and provider billing questions, concerns, and inquiries promptly, courteously, and professionally
  • Achieve an overall departmental service level of 80% or greater
  • This is achieved by answering within 60 seconds or less
  • A monthly outbound survey of patient feedback
  • Goal is to achieve an average score of 80% or higher
  • Performance errors including but not limited to HIPAA breaches, balance/transaction adjustments, insurance, credit cards, CRRs, ARRs or failure to follow vendor guidelines (PMS, Peat man, Clear Balance, Med Fi)
  • Average Handle Time
  • Handle patient inquiry in a manner consistent with department guideline at 8:31 minutes or less
  • Phone Production
  • The amount of work accomplished during assigned work hours, is measured by the percentage of time available to take calls when signed in to an ACD system
  • Demonstrates consistent call volume according to department guidelines and minimizes unproductive time and unapproved break codes
  • Adherence measures the agents accuracy in following their individual daily time schedule provided by the Workforce Management Team
  • Consistent adherence demonstrates consideration to department needs
  • Receive and resolve incoming calls for the Customer Service Department with a focus on patient experience reflecting the Mission, Values and Philosophy of Sharp HealthCare
  • Demonstrates exemplary customer service, conducts calls using YATE approved guidelines and scripting to ensure patient satisfaction as listed below
  • Account Actions- Accurate account documentation, and demonstrated proficiency in system knowledge by utilizing Sharp HealthCare applications, tools and resources
  • Call Handling- Consistently follows all HIPAA requirements, properly reviewing account to provide accurate information, and
  • Phone Etiquette- Incorporating soft skills while educating patients with a focus on providing a courteous and personalized experience
  • Negotiations- Accurately follows department guidelines, policies and procedures regarding payment plans and patient discounts with a focus on reducing A/R days
  • Wow Factor- Applying critical thinking skills to resolve complex billing issues
  • Deescalate dissatisfied callers by demonstrating empathy with a focus on service recovery
  • Insurance= Verifying eligibility and benefits via One Source for commercial and government plans
  • Add insurance to patient account by adding the appropriate financial class code, and follow appropriate process to assure claims are submitted in an accurate and timely fashion according to payer guidelines
  • Review explanation of benefits to ensure accurate billing and patient responsibility
  • Intradepartmental and Interdepartmental communication within the Sharp HealthCare Organization to ensure patient's billing questions, concerns and inquiries are resolved promptly
  • Receive and resolve a high call volume of inbound and out bound calls via the ACD system
  • Expected call handling is 56 calls per day, with the expectation of handling each call within the identified AHT guidelines
  • Responsibilities include answering questions from providers, health insurances and members, regarding referrals and claims for services provided to SRS HMO members at outside organizations
  • Representatives also provide education regarding SRS managed care processes, and services available at SRS for HMO members.

Patient Logistics Remote

Scripps Hospital
10.2022 - 03.2023
  • Oversees the movement of patients from the different hospital departments (ECC, OR, ICU, etc.) and direct admissions to ensure that the goal of an efficient and seamless entry into the facility occurs
  • Facilitates patient throughput with bed assignments taking into account patient level of care needs
  • Develops and maintains collaborative working relationships with nursing and ancillary staff, department directors, physicians and administration to assure appropriate and timely flow of patients within and out of the facility
  • Prioritizes and utilizes the chain of command for clinical and other situations that are beyond the scope of the Patient Logistic Coordinator in order to support flow and the safety of patient placement
  • Directs staff (RNs, PCTs & PSOs) to inpatient units as assigned in an effort to coordinate bed capacity needs, with clinical staffing and patient care needs
  • Attends daily flow meeting for the assigning of all admissions and transfers to inpatient units
  • Assist the Director to develop policies and procedure related to throughput and staffing
  • Assist in developing and maintaining data and reports related to patient logistics
  • Answer multi phone line, data entry, and daily reports
  • Assist Dr with daily admits.

Customer Service Representative

United Health Care
08.2018 - 02.2019
  • Call center rep inbound center, for health insurance over paid claims
  • We assist with Physicians in billing and coding, and submitting appeals
  • We faxed daily spreadsheets and faxes to the providers
  • Data entry, call logs, multi-tasking through many systems
  • Calls for quality and assurance.

Receptionist

San Diego County Housing Dept.
02.2017 - 08.2018
  • Organized and updated daily/weekly schedules as well as monthly calendar obligations for various levels of management and staff
  • Screened and verified visitors for identification credentials and purpose of visit to maintain security of personnel and office environment
  • Directed clients to appropriate personnel to address concerns, resolve complaints or answer account-related questions
  • Managed and anticipated clerical needs of company employees, including copying, faxing and file management
  • Sorted incoming mail and directed to correct personnel each day
  • Greeted visitors, assessed needs and directed to appropriate personnel
  • Answered and directed incoming calls using multi-line telephone system
  • Welcomed visitors upon entrance, answered inquires and directed questions or appointments to appropriate personnel
  • Provided information to callers and drafted office emails
  • Gathered, sorted, distributed and sent mail and packages
  • Greeted customers, answered general questions and directed to appropriate locations.

Caregiver

In Home Support Services
09.2010 - 04.2018
  • Helped clients handle all personal needs, from simple cleaning and daily exercise to bathing and personal grooming
  • Provided basic care for elderly patient, including scheduling appointments and managing finances and legal matters
  • Completed general housekeeping work to help clients, including preparing healthy meals and keeping personal areas neat
  • Assisted disabled individuals to foster independence while still closely monitoring safety at all times
  • Monitored vital signs and medication use, documenting variances and concerning responses
  • Assisted families in planning for meals and shopping for ingredients to meet nutritional plans
  • Ambulate patients in personal spaces, across facilities and in public locations with supportive care and attention to personal requirements
  • Worked to improve patient outlook and daily living through compassionate care.

Office Assistant

San Diego County
09.2017 - 12.2017
  • Updated financial, customer and business records with accurate information each day, preventing data loss and keeping files current
  • Managed reception and lobby area, greeted visitors and responded to requests for information
  • Produced professional and error-free letters, presentations and spreadsheets
  • Received and screened high volume of internal and external communications
  • Created and maintained spreadsheets and developed administrative and logistical reports
  • Administered physical and digital filing systems, keeping records well-organized and easily retrievable by team members
  • Scheduled appointments on behalf of staff members to keep office operations smooth and efficient
  • Maintained business records by updating customer information
  • Dispersed incoming mail to correct recipients throughout office
  • Answered approximately [Number] phone calls daily and pleasantly welcomed visitors to office.

Medical Assistant

Telehealth Systems LLC
01.2013 - 01.2017
  • Performed routine tests such as urine dip stick, vision and hearing tests
  • Kept facility stocked with necessary supplies, equipment and instruments
  • Performed front desk duties, including answering phones, scheduling appointments, greeting patients and ordering supplies
  • Sterilized instruments and disposed of contaminated supplies in adherence to OSHA regulations
  • Assisted with technical treatments and entered information in patient records and charts
  • Positioned patients for optimal comfort before procedures
  • Assessed, documented and monitored vital signs for more than 30 patients per day
  • Assisted physicians by preparing patients for procedures, including but not limited to EKGs, phlebotomy, glucose testing and pulmonary function tests
  • Organized charts, documents and supplies to maintain team efficiency
  • Relayed messages from patients to physicians about concerns, condition updates or refill requests to facilitate effective treatment
  • Secured patient information and maintained patient confidence by completing and safeguarding medical records
  • Answered appointment calls
  • Monitored patient stability by checking vital signs and weight
  • Prepared treatment rooms for patients, including cleaning surfaces and restocking supplies
  • Checked patients in, collected and verified insurance information, compiled new patient forms, scheduled appointments and updated patient files
  • Scheduled appointments for patients via phone and in person.

Education

Some College (No Degree) in Medical Assistant -

Pima Medical Institute
Chula Vista, CA

High School Diploma -

Charter School of San Diego
San Diego, CA
01.2005

Skills

  • File and data retrieval systems
  • Billing
  • Human resources best practices
  • Invoicing and billing
  • Report writing
  • Public relations
  • Training and development
  • Process improvements
  • Ability to prioritize
  • Computer proficiency
  • Data entry
  • Professional demeanor
  • Self-directed
  • Customer service orientation
  • Multi phone line
  • Insurance issues
  • Debt collector
  • Detail-oriented
  • Reception
  • Guidebooks expert
  • Mail management
  • Insurance eligibility verifications
  • Claims appeal procedures
  • Billing and coding
  • Patient charting
  • Strong interpersonal skills
  • Medical terminology
  • Dedicated team player
  • Self-starter
  • Excel spreadsheets
  • Medical Terminology
  • Insurance Verification
  • Pre-authorizations
  • Patient Scheduling
  • Data entry proficiency
  • Appointment Scheduling
  • Follow-up Coordination
  • Physician Authorizations

Certification

CPR certification

Timeline

REFERRAL COORDINATOR/SCHEDULER

Eisenhower Neurology
03.2024 - Current

Customer Service Representative Collector

Sharp Healthcare
04.2023 - 08.2023

Patient Logistics Remote

Scripps Hospital
10.2022 - 03.2023

Customer Service Representative

United Health Care
08.2018 - 02.2019

Office Assistant

San Diego County
09.2017 - 12.2017

Receptionist

San Diego County Housing Dept.
02.2017 - 08.2018

Medical Assistant

Telehealth Systems LLC
01.2013 - 01.2017

Caregiver

In Home Support Services
09.2010 - 04.2018

Some College (No Degree) in Medical Assistant -

Pima Medical Institute

High School Diploma -

Charter School of San Diego

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Patricia Ebarb