Regina Luna
Lubbock,TX
Summary
To associate with a progressive organization which utilizes energetic, responsible oriented individuals with a proven history of achievement, commitment, and stability. Initiative-taking employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional people skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
26
26
years of professional experience
Work History
Patient Services
Dermatology Associates of West Texas
06.2025 - Current
- Gathers, verifies, and enters new patient information; prepares patient charts accordingly.
- Updates existing patient records with any changes to personal or medical information.
- Reviews and tracks physician referrals based on patient insurance requirements.
- Presents surgical consent forms to patients scheduled for procedures.
- Monitors the daily schedule to ensure patients are checked in and directed appropriately.
- Facilities patient check-out, schedules follow-up appointments, and collects payments when necessary.
- Enters visit charges promptly to support accurate and timely billing.
- Provides backup support for incoming phone calls.
- Accompany providers to satellite clinics as needed.
- Manages the waitlist to fill in next-day appointment slots when necessary.
- Posts insurance payments accurately and in a timely manner.
- Reconciles daily charges and receipts to ensure balanced financial records.
- Maintains the cleanliness and organization of the waiting room.
- Assists with both electronic and paper billing processes.
- Keeps the work area clean, safe, and well-stocked with necessary supplies.
- Adheres to all OSHA safety and compliance regulations.
- Secures the front door at the end of each workday.
- Cross trains and rotates through all front office as needed.
- Provides support and coverage for fellow front office team members as needed.
- Participate in all staff meetings and scheduled in-service training sessions.
- Consults relevant manuals when necessary, including MSDS, OSHA, practice policies/procedures/protocols, compliance, and personnel guidelines.
- Reports any suspected waste, fraud, or abuse to the compliance officer in accordance with established regulations.
- Managed budgets effectively, ensuring optimal use of resources while maintaining high-quality patient services.
- Enhanced interdisciplinary team collaboration through proactive communication and coordination of patient services.
- Assisted in the training of new Patient Services Clerks, sharing best practices for efficient work processes.
- Completed prior authorizations as necessary for patient services and referrals.
- Collaborated with interdisciplinary teams to facilitate seamless coordination between clinical care, billing, and patient services departments.
- Coordinated and oversaw direct and indirect patient services delivered by clinical organization personnel.
- Managed budgetary responsibilities while identifying cost-saving opportunities that did not jeopardize the delivery of exceptional patient services.
- Served as a key point of contact for external stakeholders such as pharmaceutical representatives and vendors, ensuring effective coordination and collaboration to enhance patient services.
- Spearheaded initiatives for continuous quality improvement in patient services, resulting in higher patient satisfaction scores.
- Supported departmental goals by collaborating closely with administrative staff on various projects aimed at enhancing the overall effectiveness of patient services.
- Welcomed new patients and actively built relationships by explaining patient services programs and offering information and support.
- Interacted with physicians and other healthcare staff to ask questions regarding patient services.
- Streamlined therapy program processes for increased efficiency and improved patient services.
- Guided and counseled coordinators, case managers and clinical supervisors and assisted in continually improving patient services.
- Ensured timely delivery of patient services by coordinating with nursing and medical staff for seamless operations within the unit.
- Trained and mentored new employees in registration department, answered questions and provided insight on patient services.
- Determined proper codes for medical records and patient services.
- Improved patient services by resolving family and patient grievances and complaints.
- Troubleshot technical issues with radiology equipment to minimize downtime and maintain optimal performance for patient services.
- Obtained patient feedback from over 20 patients to provide appropriate recommendations to improve patient services.
- Trained new Patient Services Technicians on best practices and protocols, promoting high-quality service across the team.
- Cultivated strong relationships with healthcare providers to facilitate seamless coordination of patient services.
- Participated in continuous professional development opportunities to stay abreast of industry changes and maintain expertise in the field of patient services.
- Implemented cost-saving measures, optimizing resource allocation without compromising the quality of patient services.
- Developed procedures and strategies for quality assurance, patient services, departmental activities and public relations.
- Analyzed statistics and patient surveys and took action to improve patient services.
- Served as liaison between therapy staff and nursing team members, enabling seamless coordination of patient services across disciplines.
Public Health and Prevention Specialist II
Texas Department of State Health Services
03.2022 - 04.2025
- Performed moderately complex public health surveillance and reporting duties.
- Conducted extensive phone consultation with laboratories, regional and local health departments, private physicians, and DSHS Central Office staff for the purpose of gathering clinical information.
- Performed data entry of all incoming reportable diseases into MAVEN/THISIS (data base) and performs routine maintenance procedures for MAVEN/THISIS.
- Worked under limited supervision and must exercise initiative, discipline, independent judgment and effective use of analytical skills.
- Entered all incoming disease and treatment reports into the THISIS data base within the required time limits with 95% required accuracy.
- Conducted moderately complex data analysis, which results in the necessary public health follow up activities. Performs special investigation functions, reviews data and prepares special reports regarding investigation activities.
- Compiled HIV/AIDS and STD data for special projects by gathering and analyzing data via review of medical charts and submitted reports.
- Managed Electronic Laboratory Reporting (ELR), GlobalScape, and THISIS (TB, HIV, STD Integrated System) in PHR-9/10, by receiving, processing, and disseminating laboratory reactor reports for the purpose of public health follow-up.
- Maintained confidential medical information and electronically transport regional morbidity to the DSHS HIV/STD Surveillance Program.
- Performed quality assurance reviews of STD morbidity via THISIS, identifies reporting lapses, accuracy, and compliance with reporting regulations, develops and implements a corrective action plan.
- Provided extensive technical assistance to local health departments, physicians, and infection control practitioners regarding HIV/STD and AIDS reporting laws, definitions, form completion and reporting procedures.
- Monitored surveillance activities through monthly contact with reporting sources.
- Contacted providers/physicians to verify disease diagnosis and/or treatment. Conducts and/or coordinates health care provider visits and training.
- Developed, implement and evaluate systems to track/improve Laboratory Reporting efficacy and efficiency.
- Prepared, evaluated for discrepancies, packaged specimens for Fed-Ex delivery.
- Conducted provider visits; explained State and CDC guidelines in reporting, provided HIV/STD information, flyers, pamphlets.
- Provided Dictation and transcription, administrative assistance for the program as requested, ordered office and clinical supplies, handled inventory, entered expenses into program budgets, reconciled program budgets, ran program budgets spending and monthly reports, responded to a public health emergency (i.e.: disease outbreak), performed monthly switchboard duties as scheduled.
- Participated in various program and regional trainings, events, special work groups, etc.
Texas Works Advisor I
Health and Human Services Commission
01.2021 - 03.2022
- Performed eligibility determination reviews for social service programs, SNAP, CMA, PW, MA-TANF, CHIP, CHIP-P.
- Interviewed applicants and recipients in person or by inbound or outbound telephone calls to obtain pertinent financial and personal information to determine financial eligibility for public assistance programs.
- Set up interview appointment by phone and/or in person. Evaluate data from various electronic and other sources to enter information into a computer-based eligibility system.
- Compute and authorize benefits based on eligibility determination. Processed work in accordance with state and federal regulations and established procedures, guidelines, and time limits.
- Reviewed and analyzed cases to prevent potential fraud prior to certification. Under the direction of management, reviews cases for compliance of public assistance laws and regulations.
- Applied regulations and procedures to determine accurate eligibility for public assistance programs.
- Evaluated, summarizes, documents findings, and prepares detailed case reports.
- Collected information and prepares records for referral to analysts to conduct hearings and appeals and responds to client complaints.
- Reviewed suspected fraud cases; identifies and contacts potential witnesses and clients.
- Made collateral calls to verify recipient case information.
- Reviewed and analyzes documents and reports from multiple agencies, state, and federal databases to collect data and to determine, or verify, new and continued program eligibility.
- Coordinated the review of eligibility cases, verifying information with clients, collateral sources, residential facilities, and employers.
- Verified case data and resolves problems and complaints.
- Monitor, reviews, and communicates case status and changes to clients and/or authorized representatives.
- Reviewed suspected fraud cases and makes referrals to Office of Inspector General investigators as needed.
- Reviewed case records to determine validity and accuracy of eligibility determinations made by other staff.
- Conducted effective reviews and obtains information by observing and recording examinations.
- Performed fact-finding client interviews. Analyzes and evaluates the client's statements.
- Interprets, understands, and applies provisions of public assistance laws. Prepares clear and concise written and oral reports while dealing effectively with the public and departmental staff.
- Documented case files using automated equipment to form a case record for each client.
- Initiated, monitors, and manages service improvement projects and reports on activities.
- Analyzed situations accurately and adopts an effective course of action to resolve discrepancies.
- Explained program benefits and requirements to clients and/or advisor staff, as necessary.
- Resolved problems and complaints. Assists in the oversight, review, and evaluation of information regionally as it relates to service delivery systems.
- Evaluated output activities and findings to identify gaps in resources, improvements, or trends that impact business flow, agency goals, objectives, and the overall strategic plan for the program area.
- Provided consultative services and technical assistance to plan, implement and monitor effective programs and services.
- Provided information and may serve as a liaison with local, state, and federal agencies for the prevention and suppression of fraudulent benefit activities.
- Compiled data, conducts analysis, prepares correspondence, and reports on the validity and accuracy of eligibility determinations.
- Attended meetings, trainings, and workshops related to program benefits, requirements, rights to appeal and fair hearings to clients.
Administrative Assistant
Texas Department of Family and Protective Services
12.2020 - 01.2021
- Performs data entry into IMPACT and other electronic programs and systems.
- Answers and screens telephone inquiries; takes and routes messages and records intake information for referral to caseworkers.
- Prepares and maintains statistical reports, leave and personnel records, case control systems, case records and related files for the unit. Functions as the unit timekeeper and will process purchase orders as directed.
- Types correspondence, forms narratives, travel vouchers, meeting notes, performance evaluations, and other documents to support work of the unit and files related documents.
- Provides program and agency information and/or makes referrals to other community resources.
- Greets visitors, responds to broad questions, and directs callers to proper location.
- Promotes and demonstrates appropriate respect for cultural diversity among coworkers and all work-related contacts.
- Attends work regularly in accordance with agency leave policy.
- Managed office supplies inventory and placed orders when necessary.
- Organized and maintained filing systems for physical and electronic documents, ensuring accuracy and confidentiality of records.
- Developed and maintained filing systems for confidential documents and records.
- Managed confidential documents in an organized fashion according to established protocol.
- Ensured efficient operation of office equipment such as printers, copiers, and fax machines.
- Compiled data from various sources into organized reports for review by management team.
- Performs other duties as assigned and required to maintain unit operations.
Teller
Citizens Federal Credit Union
09.2020 - 12.2020
- Explained account information to customers in detail as needed.
- Received and processed customer transactions, including deposits, withdrawals, loan payments and other banking services.
- Resolved customer complaints quickly and efficiently to maintain positive relationships with clients.
- Adhered strictly to all security procedures related to handling money at the teller window.
- Continuously updated knowledge about banking products, services, policies, and regulations.
- Followed up on requests from customers in a timely manner.
- Balanced cash drawers daily.
- Performed daily reconciliation of teller drawer within established limits.
- Provided exceptional customer service while accurately processing routine transactions.
- Maintained accurate records of all transactions and customer interactions.
- Maintained confidentiality of bank records and client information.
- Counted drawers and reconciled remaining cash to account for deposits and dispersals.
- Issued and redeemed money orders, cashier checks, traveler's checks, and savings bonds.
- Performed transactional, operational, and customer support tasks through knowledge of bank procedures and products.
Medicaid Eligibility Analyst
Allied Planning
07.2017 - 06.2020
- Worked hand and hand with nursing facility corporations upon referrals of residents requiring Nursing Facility Medicaid.
- Accurately determines eligibility for medical services for the Elderly and People with Disabilities through HHSC.
- Interviewed clients, documents information, gathers data, determines benefits, verifies case data, explains program benefits and requirements, provides information and referral services to nursing faculty staff, residents and their families.
- Reviewed eligibility of clients for prior and ongoing services.
- Obtained, verified, and calculated all sources of income and resources to determine client financial eligibility.
- Interviewed clients or authorized representative to gather information to determine eligibility for benefits.
- Gathered all necessary documents verifying eligibility for Medicaid, draw up Medicaid application for submission to HHSC along with supporting documents.
- Worked hand in hand with HHSC to finalize Medicaid approval on all application submissions.
- Conducted reviews to determine or verify eligibility.
- Documented case records using in-house portal software program to form a record for each client.
- Explained program services and HHSC policies.
- Collaborated with residents and their families to ensure accuracy of payments to the facility.
- Monitored nursing facility records to verify discharges, admissions, or related records to ensure facility compliance with Medicaid Eligibility.
- Knowledge of agency programs, requirements, and policies.
- Knowledge of interviewing techniques to obtain highly personal information, make inquiries and resolve conflicting information.
- Knowledge of computers and use of internet, Microsoft Word and Outlook.
- Skill in use of automated data systems.
- Provided customer service.
- Skill in communicating effectively both orally and in writing.
- Communicate orally and in writing.
- Add, subtract, multiply and divide whole numbers and fractions, including use of decimals and computation of percentages.
- Listen to clients, elicit, relate, and evaluate information; and interpret terms.
- Ability to complete work within specified deadlines.
- Read, understand, interpret, and apply a variety of interrelated instructions, such as those found in guidelines, agency, state and federal rules, regulations, policies, and procedures.
- Establish priorities according to relative importance and deadlines; set goals; and manage time efficiently.
- Identify conflicting information provided by the clients and/or their responsible parties.
- Maintain effective working relationships with others.
Medical Eligibility Specialist II
Texas Health and Human Services Commission
11.2010 - 07.2017
- Accurately determines eligibility for medical services for the Elderly and People with Disabilities.
- Interviewed clients, documents information, gathers data, determines benefits, verifies case data, explains program benefits and requirements, provides information and referral services to clients, providers, agency staff and the public.
- Reviewed eligibility of clients for ongoing services.
- Obtained, verified, and calculated all sources of income and resources to determine client financial eligibility.
- Interviewed clients or authorized representative to gather information to determine eligibility for benefits.
- Conducted reviews to determine or verify eligibility or eligibility.
- Documented case records using automated equipment to form a record for each client.
- Explained program services and policies and makes referrals to agency programs, other state agencies, and community resources.
- Developed payment plans to facilities to ensure accuracy of payments.
- Monitored nursing facility records to verify discharges, admissions, or related records to ensure facility compliance with state and federal standards.
- Communicated with others (internally or externally) to provide, exchange, or verify information, answer inquiries, address issues, or resolve problems or complaints.
- Knowledge of agency programs, requirements, and policies.
- Knowledge of interviewing techniques to obtain highly personal information, make inquiries and resolve conflicting information.
- Knowledge of computers and use of internet, Microsoft Word and Outlook.
- Skill in use of automated data systems.
- Provided customer service.
- Skill in communicating effectively both orally and in writing.
- Communicate orally and in writing.
- Add, subtract, multiply and divide whole numbers and fractions, including use of decimals and computation of percentages.
- Listened to clients, elicit, relate, and evaluate information; and interpret terms.
- Ability to complete work within specified deadlines.
- Read, understand, interpret, and apply a variety of interrelated instructions, such as those found in guidelines, agency, state and federal rules, regulations, policies, and procedures.
- Established priorities according to relative importance and deadlines; set goals; and manage time efficiently.
- Identify conflicting information provided by the clients and/or their responsible parties.
- Maintain effective working relationships with others.
Administrative Assistant II
Texas Department of State Health Services
08.1999 - 11.2010
- Assisted clients with Medical/Social Work Services programs, such as Medicaid, THSteps, Medicaid, Children with Health Care Needs (CSHCN). Responsible for processing SSI clients’ packets by screening, verifying eligibility, routing, organizing, and documenting new referrals.
- Maintained, organized computer and physical client records.
- Conducted annual screening of SSI clients.
- Researched, compile, check, and distribute computerized regional statistics and data.
- Documented correspondence and contact in clients' files.
- Set up assessment appointments for social work staff with families, other agencies, and/or client's physicians.
- Provided administrative, secretarial, and clerical support for program staff.
- Received sort and distribute mail.
- Monitor program supply needs and maintain adequate supplies, forms, and resource material.
- Developed, updated, corrected, and maintained informational resources for clients and community organizations.
- Maintained time accountability records and accurate, timely reporting for program staff.
- Responsible for accurate and timely processing travel vouchers for staff.
- Responsible for Medicaid billing by having knowledge of the TDH Connect electronic computer billing system, having knowledge of, and interpreting NHIC and Medicaid billing policies and procedures.
- Prepared both routine and non-routine correspondence and reports, submitted weekly and monthly to Austin.
- Provided eligibility determination for CSHCN program.
- Performed related duties assigned; work with computer, printer, and all basic office products.
Education
Certificate - Airline/Travel Industry Program
INTERNATIONAL AVIATION AND TRAVEL ACADEMY
Arlington, Texas10.1990
Diploma - General Studies
LUBBOCK HIGH SCHOOL
Lubbock, Texas05.1990
Skills
- Public health surveillance
- Medical reporting
- Regulatory compliance
- Database management
- Case management
- Quality assurance
- Effective communication
- Attention to detail
- Team collaboration
- Outreach planning
- Health education
- Client confidentiality
- Clinical documentation
- Clinical assessment
- Providing community referrals
- Community resources
- Outreach activities
- Teamwork
- Adaptability and flexibility
- Data entry
Timeline
Patient Services
Dermatology Associates of West Texas
06.2025 - Current
Public Health and Prevention Specialist II
Texas Department of State Health Services
03.2022 - 04.2025
Texas Works Advisor I
Health and Human Services Commission
01.2021 - 03.2022
Administrative Assistant
Texas Department of Family and Protective Services
12.2020 - 01.2021
Teller
Citizens Federal Credit Union
09.2020 - 12.2020
Medicaid Eligibility Analyst
Allied Planning
07.2017 - 06.2020
Medical Eligibility Specialist II
Texas Health and Human Services Commission
11.2010 - 07.2017
Administrative Assistant II
Texas Department of State Health Services
08.1999 - 11.2010
Diploma - General Studies
LUBBOCK HIGH SCHOOL
Certificate - Airline/Travel Industry Program
INTERNATIONAL AVIATION AND TRAVEL ACADEMY
Similar Profiles
Renee BennettRenee Bennett
Biologic Coordinator at Dermatology Associates of West MichiganBiologic Coordinator at Dermatology Associates of West Michigan
Laurissa TorresLaurissa Torres
Front Desk Supervisor at Dermatology Associates Of TexasFront Desk Supervisor at Dermatology Associates Of Texas
Cecilia MedranoCecilia Medrano
Laboratory Assistant/Phlebotomist at Southeast Texas Medical Associates/SMG WestLaboratory Assistant/Phlebotomist at Southeast Texas Medical Associates/SMG West
Jordan LeBlancJordan LeBlanc
New Home Sales Specialist at D.R. HortonNew Home Sales Specialist at D.R. Horton
Zoie FoxZoie Fox
Team Member/Shift Leader at SwigTeam Member/Shift Leader at Swig