Rocio De La O
Phoenix,AZ
Summary
To obtain a position a Scheduler by utilizing my exceptional customer service, healthcare industry experience, communication, and patient care skills.
Dedicated administrative professional well-versed in communication and team building. Knowledgeable in medical terminology and scheduling. Ready to bring 10+ years of relevant work experience to Phoenix Children's Hospital.
Overview
15
15
years of professional experience
Work History
Patient Access Representative
Phoenix Children's Hospital
11.2023 - Current
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Adapted quickly to changing demands within healthcare environment, demonstrating flexibility and strong commitment to quality patient care.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
- Greeted and assisted patients with check-in procedures.
- Verified patient insurance eligibility and entered patient information into system.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
Patient Access Representative (Emergency Room Department)
Dignity Health
11.2022 - 10.2023
- Completing registration of all patients
- Including collection of patient demographics, identification card, and insurance information
- Verification of benefits upon each patient registered
- Primary liaison for patients receiving hospital services
- Confirms/updates demographic information during registration, prepares admissions forms, obtains necessary documentation and signatures, verification of insurance coverage, collection of co-pays and deductible amounts at the time of service
- Travel from site to site as coverage may be necessary at other facilities
- Registration of all patients who are receiving emergency room services (completes registration, obtain patient demographics, insurance, and financial information, patients signatures, patient identification band)
- Scans all appropriate documents into the electronic medical and financial record, including patient identification, insurances cards, patient advanced directives, Conditions of Admissions, Financial Agreements
- Obtains required signatures on all medical, financial and compliance documents
- Accurately document all information and make necessary notes
- Answering incoming calls in a timely manner
- Identifies and refers uninsured patients to financial counselor
- Usage of office software
- Verification of insurance coverage
- Collects co-pays and deductibles
- Scanning of records into patients' charts.
Case Manager / Insurance Specialist
McKesson
01.2017 - 04.2023
- Coordinating with healthcare professionals in determining eligibility for patients seeking copay assistance program or patient assistant program
- Answered central telephone system and directed calls accordingly.
- Complete benefit investigation by communicating with various insurance companies
- Enrollment into program is for an infusion therapy
- Make outbound calls to obtain eligibility/benefits information from payer
- Receiving inbound calls from patients, healthcare facilities, and pharmacy
- Verify eligibility for product based on patient's insurance plans
- Accurately enter all eligibility/benefit information in software (ROAR)
- Prepare documentations (emails, reports)
- Following up with payers for prior authorization and appeal status
- Send benefit summary to healthcare providers
- Responsible for the coordination and delivery of services related to patient support programs
- Involves interactions with patients, physicians and other health care professionals using web based, telephone means of communication.
- Conducted thorough assessments of clients'' situations, identifying issues, goals, and necessary interventions.
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements.
Medical Receptionist
Sun Life Center for Women
06.2015 - 12.2016
- Provide excellent customer service by greeting our patients and visitors in a prompt, courteous, and helpful manner
- Check in/out patients and answer inbound calls
- Confirm insurance eligibility and input/scan any new insurance information
- Verify/update any necessary information in the medical record utilizing Centricity/InteGreat EHR
- Schedule, confirm, reschedule, and cancel patient appointments, document patient messages to clinical staff.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Checked patient insurance, demographic, and health history to keep information current.
Medical Assistant/ Lead Patient Service Representative (PSR)
Chiricahua Community Health Center
08.2013 - 05.2014
- Medical Assistant- Assisted in primary care of all patients under direction of Physicians
- Interviewed patients, measured vital signs (pulse rate, temperature, blood pressure, weight, and height), recorded vitals in patient's chart utilizing EMR system (NextGen)
- Performed vision/hearing screening
- Cleaned/sterilized equipment and stocked patient's rooms with medical supplies and materials
- Administered vaccines/injections, maintained patient's vaccination records, and performed laboratory tests
- Patient Service Representative Lead- Management/Supervision of Patient Service Representatives by providing site level supervision as directed by Health Center Management Team
- Greeted patients upon arrival and completed necessary processes for patient visit
- Verified medical coverage and eligibility
- Operation of clinical telephone system (outbound/incoming calls)
- Scheduled, confirmed, rescheduled, and cancelled patient's appointments.
- Reduced no-show rate by implementing a reminder system for upcoming appointments, improving patient engagement and clinic efficiency.
- Managed front desk operations, maintaining organization and ensuring all necessary paperwork was completed prior to appointments.
- Answered incoming calls, scheduled appointments and filed medical records.
- Verified patient insurance eligibility and entered patient information into system.
Receptionist
Pima Heart Physicians
01.2013 - 05.2014
- Provided excellent customer service by greeting our patients and visitors in a prompt, courteous, and helpful manner
- Checked in/out patients and answered inbound calls
- Verified and updated any necessary information in the medical record utilizing NextGen (EMR)
- Screened visitors and responded to any information requested
- Confirmed insurance eligibility and input/scan any new insurance information.
- Confirmed appointments, communicated with clients, and updated client records.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Answered phone promptly and directed incoming calls to correct offices.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Responded to inquiries from callers seeking information.
Human Resource Assistant
ACT
09.2009 - 11.2012
- Provided support and coordination to the Human Resources Department requirements on a day to day basis
- Served as a primary contact for employees and departments regarding benefit policies and procedures and responded to inquiries by phone, in writing, or in person
- Processed paperwork for all hired candidates, and input all information on database
- Input E-Verifys and I9 information into system
- Maintained a professional and effective relationship with clients and employees.
- Efficiently managed personnel files, maintaining confidentiality while keeping records up-to-date and organized.
- Filed paperwork, sorted, and delivered mail and maintained office organization.
Education
Bachelor of Science - Health Administration
University of Phoenix
Phoenix, AZ03.2024
Arizona School of Massage Therapy
Tempe, AZ11.2017
Graduate in Medical Assistant -
Cochise College
Douglas, AZ07.2012
CPR Certification -
Cochise College
Douglas, AZ03.2012
High School Diploma -
Douglas High School
Douglas, AZ05.1998
Skills
- Customer Service
- Call center experience (inbound/outbound calls)
- Receive inbound and make outbound calls to/from patients, physicians, and pharmacy
- Excellent verbal, written communication, and organizational skills
- Familiarity working with EHR/EMR and CRM experience (Salesforce, NextGen, Sunrise, Verint, Kronos, Microsoft Teams, Availity, IBOND, Centricity, Cerner, OneSource, Revenue)
- Bilingual (English/Spanish) Fluent in speaking, writing, reading
- Insurance Verification for eligibility and benefits
- Registration and Scheduling
- Preparing documents (correspondence, emails, reports)
- Knowledge of prior authorization, denials, and appeals
- Experience in commonly used Microsoft Office software (Microsoft Word, Excel, PowerPoint, Internet)
- HIPAA Compliance
- Patient Registration
- Patient check-in
- Multitasking and Organization
- Appointment Scheduling
- Registration and Admissions
- Phone and Email Etiquette
- Medical Terminology
- Healthcare systems navigation
- EMR
- Team Collaboration
- Eligibility Determination
- Call Screening
- Team Leadership
- English/Spanish Fluency
- Medical insurance
- Multi-Line Telephone Systems
- Payment Collection
- Reliability and Dedication
- Heartsaver First Aid CPR AED
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Patient Access Representative
Phoenix Children's Hospital
11.2023 - Current
Patient Access Representative (Emergency Room Department)
Dignity Health
11.2022 - 10.2023
Case Manager / Insurance Specialist
McKesson
01.2017 - 04.2023
Medical Receptionist
Sun Life Center for Women
06.2015 - 12.2016
Medical Assistant/ Lead Patient Service Representative (PSR)
Chiricahua Community Health Center
08.2013 - 05.2014
Receptionist
Pima Heart Physicians
01.2013 - 05.2014
Human Resource Assistant
ACT
09.2009 - 11.2012
Bachelor of Science - Health Administration
University of Phoenix
Arizona School of Massage Therapy
Graduate in Medical Assistant -
Cochise College
CPR Certification -
Cochise College
High School Diploma -
Douglas High School
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