Rosa Rivera Serrano

Assisting every patient assigned to us individually in proving guidance to acquire medical health insurance.

Outbound calls to patients requesting our assistance were made daily. Screenings would be held in person as well to ensure all questions were answered to determine the health insurance programs patients could qualify for.

Explain available payer programs and benefits to customers, including Healthy Indiana Plan, various Medicaid or State programs and services, Health Insurance Marketplace, COBRA, or any other possible third party payer sources, or the hospital's charity program, Eskenazi Health Financial Assistance program

Being part of this amazing department entailed:

• Treating everyone according to the core values instilled through the hospital to assure the best patient experience.

• Collecting copayments and scheduling appointments for patients. well as creating future ones. While checking in the patients demographics needed to be verified each time to assure accuracy of the patients accounts.

• Adding and or removing health insurance as well as calling health insurance providers to confirm that its active.

• Actively used EPIC for all components of the job function.

• As a customer service representative for IU Health my role was mainly answering inbound calls, reaching out to health insurance company's to verify active coverage for specific dates of service for proper billing.
• The calls that came in were mostly bill payments,adding health insurance to their accounts and or removing expired ones. Reviewing billing statements and providing details for the dates of service.
• Created tickets for accounts that needed to be reviewed for payment posting issues or medical billing corrections so that it can be revised and re-billed.
• Updated notes for the accounts whenever calls were inbound or outbound. Providing details with everything that took place for the duration of the call.

Being part of the team under this tittle I was tasked with many task:

The most essential task for this position was collecting rental payments from tenants as well as posting amounts to our systems for each of the individuals accounts. This information needed to be accurately imputed in the system with date received amounts and form of payments.

My second task was to call all the utilities for newly acquired properties and or recently vacant ones to either connect services or disconnect them. All of this information was stored with confirmation numbers and account numbers for each property. I personally pioneered the template for this information so that everyone could view it or make updates.

During this time I also had to file for eviction on tenants that defaulted on canceling their monthly rent's. I was in charge of drafting out the court paperwork with proof attached to them. I would have to figure out the county of the residency to assure the accuracy for the court paperwork since not all of them used the same templates in their fillings.

Answering incoming calls as well as corresponding to emails was second nature since everyone in the office shared this task as a team.