Selina Otero
Worcester,MA
Summary
Experienced customer service representative with 8 years of expertise in the medical field and insurance billing. Meticulous attention to detail has been a key strength throughout my career, enabling me to ensure customer satisfaction and foster strong relationships. Skilled in navigating complex systems and utilizing industry-specific software. Now, eager to apply my skills and continue advancing my career in a new opportunity.
Overview
8
8
years of professional experience
Work History
Patient Service Representative
Reliant Medical Group
Worcester, MA, US
12.2022 - Current
- Acts as a patient advocate and liaison in coordinating healthcare services by partnering with a care team (Nurses, Providers, and Medical Assistants)
- Verifies patient insurance coverage and eligibility utilizing a computer-based patient registration/scheduling system
- Collection of patient co-payments and other outstanding balances, maintaining a daily cash deposit as needed
- Addresses patient-care-related telephone calls via an incoming work queue aligning with department metrics
- Documents appropriate information in patient's charts using an electronic medical records system
- Completes and maintains physician's schedules, coordinating patient visits and medical procedures
- Ensures insurance authorizations are obtained, and services are covered in full, communicating information with patients as needed
Call Center Customer Service Representative
Family Health Center of Worcester, Inc.
Worcester, MA, US
02.2021 - 04.2022
- Assists patients by following and utilizing high quality customer service, policies, procedures, and protocols in every patient interaction at every inbound call
- Confirm and update patient demographics, schedule medical and behavioral appointments as needed
- Will provide the best call resolution and accuracy ensuring efficient patient flow and positive outcome, consistent high quality service, problem-solving and deescalating issues or concerns
- Call Center Rep is a key resource for communication to Call Center Supervisor on any problems, findings, scheduling issues including same day access and scheduling mistakes, to sustain a steady workflow for staff and patients
- Comply with HIPAA bound space and able to provide high quality work with minor supervision customer service and patient satisfaction are key initiatives in this role
- Commitment to providing health care to families in a medically underserved community
- Willingness to be flexible in the development of new methods of health service delivery
- Ability to function independently with minimal supervision, and to plan, coordinate, and carry out those tasks necessary to meet the job responsibilities
- Awareness of resources available within the health center to accommodate the needs of patients
- Commitment to providing cost conscious, fiscally responsible, timely, efficient, effective, safe, patient-centered, culturally competent, equitable, and participatory health care
- Processes personal health information in accordance with FHCW HIPPA policies and procedures
- Reports directly to the Director of Patient Services
Customer Service Representative
Magna finance Co, inc
Worcester, MA, US
03.2017 - 01.2021
- Data entry of finance agreements and payments
- Handle a large volume of calls with the ability to resolve problems
- E-mail correspondence to insureds, agencies, and insurance companies
- Handle cancellations and reinstatements of insurance policies
- Perform a variety of clerical duties
- Build and foster relationships with insurance agencies and insurance companies
- Perform in house collections
Education
Some college - Health Science
Mount Wachusett Community College
Gardner, MASkills
- Insurance Verification
- Medical Scheduling
- EMR Systems
- Medical Records
- Epic
- Medical Office Experience
- Hospital Experience
- HIPAA
- Medical Terminology
- Patient Care
- Medical Billing
- Computer Skills
- Anatomy knowledge
- Office management
- Clerical experience
- Customer service
- Serving
- Restaurant experience
- Cash handling
- POS
- Food handling
- Cash register
- Time management
- Communication skills
- Organizational skills
- Microsoft Office
- Microsoft Excel
- Microsoft Word
- Writing skills
- Administrative experience
- Public speaking
- Triage
Personal Information
Authorized To Work: US for any employer
Timeline
Patient Service Representative
Reliant Medical Group
12.2022 - Current
Call Center Customer Service Representative
Family Health Center of Worcester, Inc.
02.2021 - 04.2022
Customer Service Representative
Magna finance Co, inc
03.2017 - 01.2021
Some college - Health Science
Mount Wachusett Community College