Rachel J. Zavala

• Oversaw day-to-day business operations by fostering deep professional relationships with law firms staff and customers.
• Reviewed company's strategic plans and developed departmental goals and standards to support vision.
• Worked in tandem with peers to better understand business process and initiate improvements, helping company achieve goals.
• Promoted energetic atmosphere with purpose to drive improvements in customer care and experiences.
• Recruited, hired, mentored and trained staff on business procedures, policies, duties and customer care methods.
• Listened to staff and customer issues and conflicts to deliver solutions, propel customer experiences.
• Scheduled employees for shifts, taking into account customer traffic and employee strengths.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
• Implemented business strategies, increasing revenue and effectively targeting new markets.
• Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
• Reported issues to higher management with great detail.
• Followed up with patients to reschedule missed appointments.
• Maintained confidentiality of patient information to comply with HIPAA regulations and protect patient privacy.
• Confirmed appointments one day prior to minimize missed appointments and maximize clinic utilization.

• Customer Service Support with internal and/or external affiliates/vendor's as needed to manage expectations and/or patient and family members satisfaction.
• Credentialing support with HTPN, BSWH and/or External Medical staff services to ensure completed credentialing packets are received by credentialing department(s) for timely processing.
• Acting liaison between Medical Staff office and other departments.
• Organizing and maintaining credential files and performs filing, scanning, and faxes.
• Networks and coordinates sharing, receipt, and/or update of information among various internal departments.
• Assist completion of initial and re-credentialing applications from providers
• Work with other hospital personnel to ensure that physician's practice within scope of their privileges.
• Revenue cycle support through accurately and efficiently locating patient demographic and insurance information to complete account registration in EPIC. Verifying all charges are captured and submitted by physician(s) through Medimobile and all charges utilizing proper E/M, CPT, and ICD10 codes for hospital charges or any outside activity provider has been approved for.
• Accounts Receivable support thru charge capture batch balancing, EPIC work reviews and corrections, CPT corrections per coding guidelines, appeal request processing per payor guidelines.

• Supply chain support thru vendor account setup as permitted by BSWH policies. Ordering of office supplies, computers, physician lab coats and stethoscopes as needed.

• Accounts Payable support thru invoice accuracy review and submission utilizing ImageNow. Resolve AP processing delays thru research, reprocessing if needed and updating vendors of outcomes.

• Correctly coded and billed medical claims for hospital group of 17 physicians.
• Communicated with insurance companies to research and resolved coding discrepancies.
• Communicated effectively with staff, patients, and insurance companies by email and telephone.
• Followed up with medical staff regarding missing information in patient records.
• Assisted in preparation of medical reports for external parties.
• Performed on-site coding audits to determine accuracy and compliance with coding guidelines.
• Interacted with physicians and other healthcare staff to ask questions regarding patient services.

• Collaborated with multiple business partners to meet business goals.
• Liaison between customers and collections department to provide payment resolutions.
• Payment posting quality control through researching and correcting, misapplied payments.
• Credit posting quality control thru reapplying credit or refunding funds on accounts.
• Responded to inquiries for information from internal teammates and external requestors.
• Conducted analysis and research on assigned projects, liaising with senior management to report findings and project status.
• Maintained records containing confidential, sensitive and vital organizational information.
• Performed research to collect and record data.
• Delivered schedule management and internal and external meeting organization