Ruby Arteaga
Summary
Organized Billing and Ops Trainer with 7years of administrative experience. Expert in front office training with extensive knowledge of technology use and industry procedures. Proven leader ready to make decisions and counsel the organization to long-term success.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Billing and Operations Trainer
Neighborhood Healthcare
07.2022 - Current
- Provided coaching and mentoring to current employees on the Revenue Cycle Management.
- Trained and mentored all new personnel hired to fulfill various roles such as Front office, Call Center, Insurance verifications roles.
- Established and maintained quality policy and procedure standards.
- Analyzed and evaluated training effectiveness and program outcomes.
- Facilitated virtual, in-person and blended training sessions.
- Coordinated training schedules across sites with supervisors and managers to optimize training initiatives and work-flow management.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions for front office employees.
- Assisted with the Development and implementation of a successful onboarding program.
- Used PowerPoint to design training for all new PSR employees with an overall objective of increasing company retention.
- Worked and trained others effectively with medical payers such as Medicare, Medicaid, commercial insurances to obtain timely and accurate payments for the organization.
- Worked with multiple departments to check proper billing information and train staff on how to input insurance information.
- Assisted with billing inquiries and provided timely responses to enhance patient satisfaction.
- Create projects and guides using Excel, Word, PowerPoint
- Attends meetings, webinars that are necessary for growth and future trainings
- Provided support to clinical sites by shadowing and providing guidance when needed.
- Recommended service improvements to minimize recurring patient issues and complaints.
- Trains PSR's on administrative knowledge and courtesy to explain procedures and services to patients.
- Verified patient insurance eligibility and entered patient information into system.
Enrollment Supervisor
True Care Health
03.2022 - 07.2022
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Oversaw appointment scheduling and itinerary coordination for staff and patients.
- Monitor timecards, including employee time off, adjust and approve time sheets as permitted.
- Attend monthly training for the county office and hunger collision programs such as SNAP benefits, Covered CA, DHCS, Emergency housing programs etc.
- Hold staff meetings to improve overall moral, update and support on new process
- Train and shadow staff to better support overalls services being offered to patients.
- Open and close schedules for staff using Epic EMR System
- Help develop training guides for new staff and coordinate training at One Safe Place.
- Attend leadership meetings and training.
Lead Patient Service Representative
Neighborhood Health Care
06.2021 - 03.2022
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Verified insurance eligibility and coverage for patients.
- Entered patient demographic and insurance data into electronic medical record system.
- Managed patient registration process, confirming data accuracy and completeness.
- Built and maintained positive working relationships with patients and staff.
- Handled customer service inquiries in person, via telephone and through email.
- Answered incoming calls, scheduled appointments and filed medical records.
- Verified patient insurance eligibility and entered patient information into system.
- Provided excellent customer service to patients and medical staff.
- Greeted and assisted patients with check-in procedures.
- Facilitated communication between patients and various departments and staff.
- Helps employees navigate through difficult scenarios that may occur
- Manages front office lobby to ensure the safety of all patients and employees
- Completes site audits monthly to ensure all areas are being met by front office
- Attends mandatory front office leadership meetings for updates
Patient Experience Coordinator
Neighborhood Health Care
03.2020 - 06.2021
- Resolved customer complaints using established follow-up procedures.
- Greeted and assisted patients with check-in procedures.
- Provided excellent customer service to patients and medical staff.
- Engaged with patients to provide critical information.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Responded to patient emergencies with immediate care and notified clinicians to provide comprehensive assistance.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Participated in team meetings and training sessions to stay informed about the expectations of developing a better experience for patients
- Responsible to roll out any projects pertaining to Patient Experience
- Helps Creates scripting for staff when new implementations on policies are required.
- Completes monthly reports for directors based off their site alerts and experience trends
- Communicates good comments and impressions to staff who are showcasing great customer experiences
- Works directly with site managers on coaching staff and finding areas of improvement
- Works with PFAC members to receive any feedback that is needed to implement new policy's and or procedures.
- Attends meetings, webinars that are necessary for growth and future trainings.
Prenatal Program Clerk
Neighborhood Health Care
04.2019 - 03.2020
- Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
- Interacted with customers by phone, email, or in-person to provide information.
- Maintained filing system and organized customer documents for easy retrieval of information.
- Monitored office supplies and made arrangements for restocking of low-stock items.
- Managed calendars and scheduled appointments to maintain smooth flow of operations.
- Provided meeting support by taking minutes and dictations.
- Input data into spreadsheets and databases.
- Reviewed files, records and other documents to obtain information to respond to requests.
- Work closely with management and board of directors on improving the prenatal program.
- Attend meetings to help the prenatal program grow and analyze new ideas.
- Complete HEIDS reports/tasks in a timely matter
- Help the patient service representative as needed for coverage
- Helped Provide ACEs to patients with Trauma informed care.
- Provided resources for patients in need of help based on childhood experiences.
Patient Service Representative
Neighborhood Health Care
11.2017 - 04.2019
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Verified insurance eligibility and coverage for patients.
- Entered patient demographic and insurance data into electronic medical record system.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Greet patients in a fast-paced environment while providing excellent customer service
- Verifying insurance eligibility and updating patients with different programs NHC offers
- Process high volume of data such as scanning, copying/faxing, filling and verifying information in electronic health records.
- Accurately schedule and confirm patient's appointments
- Evaluate Patient financial responsibilities and collect payment at time of service.
- Appropriately manage and respond to patients needs in a courteous manner.
- Work on different tasks such as closing of referrals, HEIDS report, MD/RD CPHW hour report and faxing intake forms.
Education
Minor-Transfer - Communications
Palomar College
San Marcos, CA09.2024
High School Diploma -
Orange Glen High School
Escondido, CA06.2015
Skills
- Administrative Operations
- Employee Presentations
- Staff Training
- Customer Relations
- Project Management Abilities
- Critical Thinking
- Instructional Leadership
- Public Speaking
- Operational Improvements
Certification
- Certified Phlebotomist - 2018
- Leap Training - 2019
- Certified Perinatal Health Worker - 2019
Languages
Spanish
Native or Bilingual
Timeline
Billing and Operations Trainer
Neighborhood Healthcare
07.2022 - Current
Enrollment Supervisor
True Care Health
03.2022 - 07.2022
Lead Patient Service Representative
Neighborhood Health Care
06.2021 - 03.2022
Patient Experience Coordinator
Neighborhood Health Care
03.2020 - 06.2021
Prenatal Program Clerk
Neighborhood Health Care
04.2019 - 03.2020
Patient Service Representative
Neighborhood Health Care
11.2017 - 04.2019
Minor-Transfer - Communications
Palomar College
High School Diploma -
Orange Glen High School