Raquel Pantoja Gonzalez

• Assisted patients in understanding their financial responsibilities, addressing concerns and offering resources as needed.
• Promoted effective teamwork within the department by fostering an environment of cooperation and open communication among colleagues.
• Reduced wait times by efficiently managing patient flow and prioritizing admissions based on urgency of care needs.
• Contributed to successful audits by maintaining thorough documentation of all admitting processes and transactions.
• Streamlined patient admissions process by developing and implementing efficient procedures.
• Conducted regular quality assurance checks on completed registrations to identify areas for improvement or training opportunities for staff members.
• Trained new Admitting Specialists in department protocols, contributing to a well-prepared workforce.
• Collaborated with medical staff to ensure accurate patient information for optimal care delivery.
• Managed high-volume phone calls while simultaneously processing admissions paperwork, demonstrating exceptional multitasking abilities.

• Answered inbound calls from existing and future providers to answer inquiries and discuss insurance options.

• Verified insurance coverage by telephone and online to guarantee proper reimbursement of benefits and estimate patients' financial responsibilities.
• Boosted sales performance through effective cross-selling of additional insurance products such as portable oxygen concentrators and nebulizers.
• Optimized workflow processes within the team, resulting in improved overall productivity and reduced backlogs in claims processing.
• Achieved high client and referall retention rates by providing exceptional customer service and addressing concerns promptly.
• Developed relationships with providers and networks to achieve favorable client coverage.
• Trouble shoot medical equipment. Coordinated and schedule respiratory therapist appointments.
• Gather all proper medical documentation for authorization approval on special medical equipment order.
• Trained new customer service employees.

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• Facilitated communication between healthcare providers by acting as a liaison for patients with complex cases requiring interdisciplinary coordination.
• Developed strong relationships with patients, fostering trust and open communication in the healthcare setting.
• Stayed calm under pressure to and successfully dealt with difficult situations. Handle high flow of patient in the Emergency Department, as well as walk-in patients.
• Assisted Social Workers with victim of crime cases. Worked closely with law-enforcement to identify trauma patients.
• Followed document protocols to safeguard confidentiality of patient records. Processed Covered California (ACA), Hospital Presumptive and Financial Assistance Service applications to assure non-insured patient population will have health coverage for emergency services.
• Maintained accurate patient records, ensuring confidentiality and compliance with HIPAA regulations.
• Trained new Patient Advocates in the emergency department.
• Translated from English to Spanish for Physicians, Register Nurses and Social Workers.