Stacey Escobar
Missouri city,Texas
Summary
Healthcare Administrative and Patient Access Professional with 9 years of experience in high-volume clinical and hospital environments, managing patient access processes and operational needs. Experienced in patient registration, scheduling and rescheduling, insurance verification and eligibility, referrals and prior authorizations, revenue cycle support, work queues, operational reporting, and quality assurance. Demonstrated leadership through staff training and mentoring, new-hire interview participation, daily operational huddles, manager-absence coverage, cross-site patient access support, workflow coordination, and process improvement. Proven ability to resolve complex patient and operational concerns while maintaining accuracy, confidentiality, HIPAA compliance, efficient workflows, and an exceptional patient experience. Prepared to bring this experience to a Lead Patient Access role, take on greater responsibility and new challenges, and continue growing professionally while contributing effective to team and organizational success.
Overview
2
2
Languages
1
1
Certification
9
9
years of professional experience
Work History
Senior Patient Service Representative
Houston Methodist Primary Care Group-Riverstone
Sugar Land, Texas
12.2022 - 07.2026
- Supported daily patient access operations in a fast-paced clinical environment, providing professional and compassionate service consistent with Houston Methodist AIDET and ICARE standards while maintaining accuracy, efficiency, HIPAA compliance, patient confidentiality, and a strong customer service focus.
- Managed patient registration and check-in/check-out using Epic, including demographic updates, insurance information, guarantor accounts, payment collection and estimates, cash reconciliation, required documentation, and accurate electronic medical records.
- Managed approximately 100–200 inbound and outbound calls daily using Cisco phone systems and Artera patient messaging, assisting patients with appointments, reminders, general inquiries, and concerns while appropriately escalating clinical needs.
- Coordinated complex scheduling activity, including appointments within and outside provider templates, add-ons, cancellations, reschedules, waitlists, and provider bump lists; worked with management on Gatekeeper Lite functions to hold and release appointment slots and support appropriate access.
- Monitored weekly and end-of-day no-show activity, including patients who left without being seen, and maintained operational tracking to support follow-up needs, accurate reporting, and clinic throughput.
- Maintained insurance and financial accuracy by adding and terminating coverage, verifying guarantor types and accounts, resolving RTE and demographic discrepancies, and using Availity, Community Health Choice, UnitedHealthcare, and other payer websites to verify eligibility, benefits, Medicare coverage, and applicable G-code requirements.
- Supported revenue cycle operations through referral and authorization coordination, payment collection and estimates, documentation review, and billing issue resolution in collaboration with billing, clinical, and authorization teams.
- Coordinated home health certifications and recertification's by obtaining required documentation, following up with providers for timely signatures, and submitting completed documentation for charge processing while communicating with physicians and clinical teams to support reimbursement and continuity of services.
- Maintained complete patient records by scanning identification, insurance cards, and required forms into Media Manager, updating chart information, and adding appropriate FYIs and chart flags to support continuity of care and appropriate handling of sensitive patient information.
- Managed Transfer of Care patients by obtaining physician approval, coordinating patient access needs, and communicating with clinical teams to facilitate appropriate scheduling and continuity of care.
- Used Epic In Basket, MyChart, Microsoft Teams, Secure Chat, Artera, and other approved systems to route clinical messages, coordinate patient outreach, communicate with physicians and clinical teams, support virtual visits, and prioritize time-sensitive requests while protecting confidential information.
- Served as a liaison among patients, providers, pharmacy representatives, clinical teams, and third-party vendors, using sound judgment, de-escalation, and positive communication to resolve challenging concerns and coordinate appropriate follow-up.
- Identified scheduling visit-type and location errors in online appointments scheduled through Zocdoc and documented concerns through Epic MAPLE, helping prevent inappropriate appointment placement and improve scheduling accuracy.
- Monitored clinic performance requirements, including MSPQ (Medicare Secondary Payer Questionnaire) completion and other operational metrics, supporting accurate reporting and adherence to established patient access procedures.
- Supported clinic audits and audit readiness by monitoring front-desk and waiting-area standards, assisting with workspace and room readiness, maintaining accurate clinic logs and supporting documentation, and helping ensure compliance with established procedures.
- Identified workflow gaps and contributed to process improvements involving scheduling accuracy, patient messaging, access management, and operational efficiency, applying analytical thinking and problem-solving to address challenges and improve continuity of service.
- Trained, mentored, and re-trained team members on department processes, workflow expectations, documentation standards, scheduling procedures, and performance requirements, supporting consistency, quality, teamwork, and effective patient access practices.
- Led daily operational huddles by gathering and presenting medication refill activity, medical advice requests, copayments, check-in metrics, and other operational priorities, helping staff remain informed and aligned with daily workflow needs.
- Participated with management in new-hire interviews, providing feedback regarding candidates' qualifications, communication and interpersonal skills, and potential fit with the team.
- Served as a point of contact during manager absences, answering staff questions, communicating operational updates, coordinating coverage reminders, and supporting continuity of daily operations with minimal supervision.
- Provided multi-site and regional patient access support during staffing shortages, including alternate clinic coverage, high-volume phone support, scheduling assistance, and insurance verification while adapting to changing priorities and working independently or collaboratively as needed.
- Supported business continuity during unsafe-weather conditions by working remotely or in person as needed, managing patient communications, coordinating virtual visits, and completing time-sensitive patient rescheduling to maintain access to care.
- Demonstrated initiative by reporting to the office early at the start of the year to proactively complete insurance eligibility and benefits verification, helping ensure coverage information was current and reduce potential delays in patient access.
- Supported resolution of lab billing discrepancies through claim resubmission, contributing to reimbursements and reducing patient billing concerns; provided after-hours assistance with a time-sensitive laboratory specimen issue to help prevent processing delays and support timely patient results.
- Demonstrated a continuous learning mindset by accepting feedback and constructive criticism, applying guidance to improve performance, taking ownership of responsibilities, and using reasoning and problem-solving skills when addressing challenges in high-stress situations.
Patient Advocate
MedData
Houston, Texas
04.2017 - 07.2021
- Provided patient advocacy and administrative support in high-volume hospital and clinical environments, maintaining accurate documentation, confidentiality, and HIPAA compliance.
- Supported daily office operations by opening the office, reviewing the daily patient census, and assigning patients to team members based on workload, helping distribute assignments evenly and ensure patients received timely service and follow-up.
- Monitored patient work queues, case deadlines, follow-up activities, and renewals, ensuring patient needs were addressed and cases progressed in a timely manner.
- Screened patients and evaluated eligibility for Medicaid, SSI Disability, Crime Victims, County Indigent, and Charity Care programs; reviewed and submitted required documentation.
- Verified insurance coverage and eligibility using TMHP, Texas Children's, and Community Health Choice systems and coordinated with HHSC representatives regarding Medicaid applications and renewals.
- Collaborated with physicians, nurses, social workers, case managers, financial counselors, patient access teams, and government agencies to coordinate services, resolve patient needs, and support eligibility outcomes.
- Served as an interdisciplinary liaison during plan-of-care, discharge planning, and IDT meetings, advocating for patient needs, communicating case updates, identifying barriers to care, and coordinating follow-up across departments to support timely resolution.
- Handled high-volume phone and in-person patient interactions, addressing questions, scheduling needs, and urgent concerns with professionalism, empathy, and solution-focused communication.
- Trained and mentored new staff on screening procedures, documentation standards, workflow processes, and department requirements, promoting consistency and accuracy across the team.
- Educated patients and families regarding eligibility requirements, application processes, and available assistance programs across Labor & Delivery, Behavioral Health, ICU, ER, Psychiatry, and inpatient/outpatient services.
- Maintained patient information across Mpower, Cerner, Star, PowerChart, McKesson, and Meditech, supporting data integrity, accurate documentation, and timely processing.
- Generated metric reports and leadership meeting documentation while supporting case management and disability workflows.
Education
High School -
Dulles High School
Sugar Land, TX06-2016
Some College (No Degree) - Business Administration and Management
Grand Canyon University
04-2026
Skills
- Optimize Patient Access & Flow
- Manage Patient Registration & Check-In/Check-Out
- Coordinate Scheduling & Rescheduling
- Verify Insurance Eligibility & Benefits
- Coordinate Referrals & Prior Authorizations
- Improve Scheduling Accuracy & Quality Control
- Lead Staff Training & Mentoring
- Drive Workflow & Process Improvement
- Strengthen Quality Assurance & Audit Readiness
- Enhance Patient Experience & Service Recovery
- Coordinate Physician & Clinical Team Communication
- Resolve Patient Access & Operational Issues
Accomplishments
- Houston Methodist Women’s Empowerment ERG: Contributed to professional development, mentorship initiatives, and volunteer activities that supported employee engagement, leadership growth, and community involvement.
- Community Ambassador – Oncology Department: Represented Houston Methodist at community outreach events, educating community members about oncology services and resources. Led a dedicated promotional table throughout Breast Cancer Awareness Month, distributing Houston Methodist Breast Center educational materials and educating patients about breast health services and available resources. Also supported the Access Health Back-to-School Fair and Juneteenth community event in Missouri City, promoting awareness of healthcare services and strengthening community connections.
Certification
- Houston Methodist Emerging Leader Program — Certificate of Completion: Developed leadership skills in influence, trust-building, team performance, communication, and professional growth.
- OSHA 10-Hour General Industry Safety and Health— Dulles High School
Languages
English
Native/ Bilingual
Spanish
Limited
Timeline
Senior Patient Service Representative
Houston Methodist Primary Care Group-Riverstone
12.2022 - 07.2026
Patient Advocate
MedData
04.2017 - 07.2021
High School -
Dulles High School
Some College (No Degree) - Business Administration and Management
Grand Canyon University