Shelena Santiago
Dorchester,MA
Summary
Detail-oriented Financial Services Professional with 5+ years in healthcare billing support and account management. Expertise in financial transactions, account discrepancies, and compliance record-keeping. Proficient in revenue cycle operations and various billing systems, including Epic and Trizetto. Committed to managing sensitive information and delivering accurate account servicing in dynamic environments.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Financial Services / Patient Account Representative
Boston Medical Center — Admitting Department
Boston, MA
09.2021 - Current
- Served as the primary contact for patient questions related to insurance coverage, billing, and account status.
- Processed insurance verification and eligibility checks, ensuring accurate billing and efficient account setup.
- Reviewed and corrected account discrepancies, enhancing billing accuracy and timely payment posting.
- Conduct patient interviews and secure required financial documentation for account processing.
- Utilize multiple financial and billing systems (Epic, Trizetto, RTE, payer portals) to update and manage accounts.
- Ensure compliance with HIPAA and hospital financial policies while handling sensitive account information.
- Collaborated with billing, registration, and support departments to resolve account and payment issues, improving overall financial operations.
Financial Services / Registration & Billing Support Representative
Boston Medical Center — Patient Access Department
Boston, MA
11.2019 - 09.2021
- Completed full patient registration including insurance verification, financial data entry, and account setup.
- Collected and recorded copays, deductibles, and financial responsibility information, facilitating accurate billing.
- Updated and maintained patient financial accounts using Epic and related billing systems.
- Assisted patients with billing inquiries and insurance coverage explanations, enhancing customer satisfaction.
- Processed financial consent forms, Medicare documentation, and payment-related records.
- Ensured accuracy of financial and demographic data, supporting efficient revenue cycle operations.
- Followed hospital financial policies and compliance standards including HIPAA regulations.
- Provided high-volume customer service in a fast-paced financial operations environment.
Medical Records & Financial Data Processing Assistant
Fenway Health — EMR / Records & Financial Data Assistant
Boston, MA
01.2018 - 01.2019
- Entered and maintained accurate patient financial and clinical data across multiple systems.
- Managed release-of-information (ROI) requests involving sensitive financial and insurance documentation.
- Processed incoming and outgoing medical and financial record requests in compliance with HIPAA.
- Tracked financial and record requests, ensuring workflow accuracy and compliance with regulations.
- Provided administrative support for phone, fax, and electronic records processing to facilitate efficient operations.
- Assisted in data reporting and trend analysis to identify insights related to records and request activity.
- Supported electronic faxing and workflow improvements for data processing efficiency.
Education
Associate's Degree - Entrepreneurship / Business Studies
Bunker Hill Community College
Charlestown, MASkills
- Claims Management
- Insurance Verification & Eligibility
- Billing processing
- Revenue Cycle Support
- Financial Data Entry
- Data accuracy
- Dispute resolution
- EMR billing systems
- Microsoft Office
- Financial data handling
- Customer Account Services
Certification
Notary Public (Expires July 21, 2028)
Timeline
Financial Services / Patient Account Representative
Boston Medical Center — Admitting Department
09.2021 - Current
Financial Services / Registration & Billing Support Representative
Boston Medical Center — Patient Access Department
11.2019 - 09.2021
Medical Records & Financial Data Processing Assistant
Fenway Health — EMR / Records & Financial Data Assistant
01.2018 - 01.2019
Associate's Degree - Entrepreneurship / Business Studies
Bunker Hill Community College