REGINA ROMERO
Dayton,OH
Summary
Nonprofit Professional with Medical Background Results-driven, compassionate, and accomplished nonprofit professional with a 10+-year track record of success administering innovative programs for one of the world's leading nonprofit organizations providing disaster relief, blood, training and certifications, military family assistance, and international service. In-depth knowledge and hands-on experience with nonprofit operations, fundraising, donor care, and administration. Extensive medical background as medical assistant with a thorough understanding of various medical conditions and treatments, as well as medical terminology. Recognized team member with significant contributions toward achieving organizational mission, goals, and objectives. Exemplary interpersonal skills used to interact and build strong alliances with donors, senior leaders, associates, patients, patient family members, healthcare team members, and other third parties. Areas of Strength Operations Management Nonprofit Organizations Fundraising & Donations Relationship Building Medical Records Management Data Entry HIPAA Compliance Bookkeeping Administration Team Building & Training Process Improvement Problem Solving
Handle all types of customer service requirements in the HealthCare environment with excellent analytical, schedule management and document preparation skills. Effectively handle needs of 30+ customers each day by delivering fast, knowledgeable support. Good relationship-building skills, team-oriented nature to multitask.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Customer Service
Anthem/Elevance Healthcare
06.2022
- Thoroughly documents inquiry outcomes for accurate tracking and analysis
- Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner
- Researches and analyzes data to address operational challenges and customer service issues
- Provides external and internal customers with requested information
- Under immediate supervision, receives and places follow-up telephone calls / e-mails to answer customer questions that are routine in nature
- Uses computerized systems for tracking, information gathering and troubleshooting
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals
- Reviewed repeated issues within operations and business management to solve problems and improve company outcomes
- Created and reviewed invoices to confirm accuracy
- Developed and offered unique discount options to drive interest in new product lines
- Managed 30 plus Doctor, Clinic, Hospital and patient calls per day.
Contact Center Specialist/Victim Assistant
Via-Link
07.2020 - 11.2020
- Provides confidential short-term emotional support, crisis intervention, suicide prevention, information, referrals, follow-up, and advocacy
- Provide critical resources and support to individuals in crisis
- Accurately complete call reports and contact documentation
- Employ active listening techniques to assist callers in de-escalating from emotional crises
- Actively participate in required trainings in to enhance professional self and aid in program development.
Fundraising Support Associate Donor Services
American Red Cross
10.2011 - 02.2017
- Apply expertise in nonprofit organizations, fundraising, administration, and operations to complete cases from financial donors and Red Cross chapters, including processing refund for financial donor, issuing tax receipts, and updating monthly donation settings, while ensuring customer needs are met or exceeded
- Offer high-quality customer care to financial donors and Red Cross chapters through effective written and verbal communications and one-response resolutions to any issues
- Follow service level agreements set by management
- Address and answer all incoming calls, emails, and online requests from internal/external customers
- Enter, maintain, and update case and resolutions details into Salesforce
- Research and address customer requests through diligent research in multiple donation systems and databases
- Ensure donor satisfaction and retention by collaborating with colleagues and other business unit personnel
- Handle and resolve sensitive complaints, identifying complaints requiring escalation to management
- Identify and correct misclassified donations
- Monitor and credit large pledges
- Managed all projects, including conversion to national chapter, leading all informative convalescent from 20 to 180 people and requiring department heads to identify problem areas or gaps
- Led all calls and data recording, such as number of people in attendance and number of questions about forms, donations, and equipment.
- Supported team with knowledgeable administrative assistance
- Demonstrated computer skills for data entry and answered broad variety of inquiries
- Created, prepared, and delivered reports to various departments
Donor Care Specialist
10.2011 - 12.2012
- Gained control of suspect products when indicated while performing consignee notifications to gain control and retrieve suspect products
- Advised regions, consignees, and others to control suspect products using computer notifications, inventory systems, telephone, and e-mail systems
- Responded to and managed in-bound telephone contacts from blood donors and collection staff about donor eligibility and concerns
- Answered requests from regions and hospitals concerning units not quarantined
- Maintained blood services records following ARCBS directives and FDA, state, and federal regulations
- Researched to retrieve requested information
- Worked in with collaborative team environment to meet operational objectives while advancing donor and recipient safety
- Oversaw supervisor, MD designee, and FQR reviews as timeline required and according to Standard Operating Procedures (SOP)
- Provided care to donors with complication or injury as a result of donation
- Performed all duties and responsibilities in compliance with SOPs, Safety Quality Identity Potency Purity (SQUIPP), regulations outlined in CFR, OSHA, and other applicable federal, state and local regulations.
Certified Medical Assistant
Americare Health
09.2008 - 10.2011
- Key member of interdisciplinary healthcare team (Doctors, PA, RN) for a busy family medical practice in providing high-quality, comprehensive patient care and ensuring efficient daily office operations
- Trained all new front office hires and interns for 80 hours on front office procedure and practices, in medical software, insurance verification, billing/coding, and EMR
- Completed various administrative tasks, including answering phones, scheduling appointments, maintaining medical records, processing patients, and billing
- Performed tasks essential for patient care, including recording patient medical histories and vital signs, performing venipunctures, giving injections, and completing diagnostic procedures and ancillary tests, such as EKGs, immunoassays, chemistry analysis, hematology, and urinalysis
- Cleaned, sanitized, and maintained facilities, exam rooms, and equipment
- Helped implement practice's quality assurance and control program to comply with HIPAA and improve patient care/satisfaction
- Calmly and quickly reacted to emergency situations while always providing compassionate, personal patient care.
- Documented vital signs and health history for patients in clinic and hospital environments
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations
- Communicated clearly and effectively with patients to verify information, determine purpose of visit and record medical history
- Called and faxed pharmacies to submit prescriptions and refills
- Assisted with routine checks and diagnostic testing by collecting and processing specimens
- Collected and documented patient medical information such as blood pressure and weight
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted
- Taught patients about medications, procedures, and care plan instructions
- Enhanced patient outcomes by providing knowledgeable education on procedures, medications, and other physician instructions
- Promoted office efficiency, coordinating charts, completing insurance forms, and helping patients with diverse needs
- Directed patients to examining rooms and coordinated transportation assistance as necessary
- Prepared and administered medications to alleviate patient symptoms
- Performed or scheduled preventive maintenance on equipment to promote longevity of use, troubleshooting technical issues and coordinating repairs
- Performed medical records management, including filing, organizing and scanning documents
Front Office Assistant
Keith Clinic of Chiropractic
01.2007 - 08.2008
- Provided high-quality administrative support by greeting patients and visitors
- Obtaining patient information, answering phone calls
- Managing therapist's and doctors' schedules
- Scheduling appointments, coordinating patient charts, verifying insurance, collecting payments, and advising patients about accounts.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff
- Reviewed and updated customer information in database for accuracy
- Responded to inquiries from callers seeking information
- Completed patient check-in processes by verifying insurance and submitting forms to nursing team
- Performed wide-ranging administrative, financial and service-related functions
Education
Associate of Science - Medical Assisting/Billing And Insurance
Brookstone College of Business - Charlotte
Charlotte, NC06.2010
Skills
- Technical Skills
- Mysis System; CDS; ATG; Salesforce; Minerva; E-Docs; Team Approach; Microsoft Word/Excel;
- Stuart; Web I; Epic; EMR; Alscrips; NBCS; Odyssey; Microsoft; ADS Check Imaging, Check inquiry, Genesys, WDE( Workspace Desktop Edition), Maces, Facets , Pega 20( For payment disputes), VAM/Beacon for medical claim appeals/payments), HIPAA tool verification, BDS insurance look up, Doc-Hub for documents , ePST for evidence of coverage for insurance, Compass platform to log cases, Citrix, Microsoft teams
- Client Needs Assessment
- Process Transactions
- Customer Retention Strategies
- Microsoft Excel
- Data Operations
- Analytical Approach
- Contact Follow-Up
- Client Correspondence
- Electronic Systems
- Investigate Claims
- Administrative and Office Support
- Policy and Procedure Adherence
- Credit and Debt Card Processing
- Solving Customer Concerns
- Customer Service and Assistance
- Inquiry Response
- Information Updates
- Customer Data Confidentiality
- Understanding Customer Needs
- Calm and Professional Under Pressure
- Billing Adjustments and Refunds
- Microsoft Office
- Effective Customer Communication
- Cultural Awareness
- Document and Records Management
- Order and Refund Processing
- OSHA Compliance
Certification
First Aid/CPR, 2009-Present Certified Medical Assistant (CMA), 2009-Present
Excel Basic and Advanced- June 2023
Data Analytics-June 2023
ITIL Foundation- August 2023
DevOps Foundation-July 2023
Timeline
Customer Service
Anthem/Elevance Healthcare
06.2022
Contact Center Specialist/Victim Assistant
Via-Link
07.2020 - 11.2020
Fundraising Support Associate Donor Services
American Red Cross
10.2011 - 02.2017
Donor Care Specialist
10.2011 - 12.2012
Certified Medical Assistant
Americare Health
09.2008 - 10.2011
Front Office Assistant
Keith Clinic of Chiropractic
01.2007 - 08.2008
Associate of Science - Medical Assisting/Billing And Insurance
Brookstone College of Business - Charlotte
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