Stacey Escobar
Summary
Patient Service Representative with over 5 years of experience in customer service and administrative support within healthcare environments. Expertise in maintaining patient documentation, streamlining front desk operations, and enhancing patient satisfaction through effective communication and strategic planning. Proven ability to accurately manage benefit collection and insurance verification while adapting to changing priorities. Detail-oriented professional committed to delivering exceptional service and contributing to organizational success.
Overview
8
8
years of professional experience
Work History
Patient Service Representative
Houston Methodist
12.2022 - Current
- Greeted patients and identified self to enhance first impressions.
- Updated patients on provider delays while providing a welcoming environment with refreshments.
- Maintained ICARE values and utilized AIDET to uphold patient satisfaction standards.
- Facilitated patient check-in/check-out, verifying identity and collecting necessary information.
- Ensured accurate completion of forms, scanning, and uploading into patient charts.
- Reviewed provider schedules for add-ons and updated insurance and copayment details.
- Handle add-ons, cancellations, reschedule request appropriately as per department protocol
- Achieved payment collection and consent verification prior to all visits, both in-person and virtual.
- Sorted messages in in-basket and routed patient communications and escalations to clinical support teams.
- Maintained waiting area, disinfected and clean.
- Logging in and out of cisco phone system as assigned, utilizing the correct codes, Transferring calls
- Completing No show report-Generates reports and assist with department correspondence
- EOD patients who no-showed, cancelled, or rescheduled
- Completing Provider bump list in effective, timely manner, accurately rescheduling patients and using correct rescheduling codes
- Address all data mismatches flagged in RTE response history and update accordingly
- Complete daily work queues
- Completing Home health orders and rectifications
- Properly generate cash drawer and follow procedure guidelines
- Encouraging asking and assisting with creating a mychart account
- Adding patient to the schedule to complete lab orders
- Adhere to time and attendance
- Contribute to positive work environment and collaborate with all members of the team
- Excellent communication skills (verbal and non verbal, written) to facilitate providing high quality service to every patient.
- Response promptly to physicians, staff, and other member, recognizes and response appropriately urgent/emergent
- Comply with patient confidentiality and HIPAA regulations
- Review Fax in-basket and distribute patient forms to clinical team
- Organize time effectively and sets priorities
- Conducts inventory management by taking action to ensure supply levels are adequate.
- Generates and communicates new ideas and suggestions that will improve process, quality of service
- Seek opportunities to expand learning and focus on continual development
- Computer skills-Microsoft office suite, Teams, Zoom, Typing proficiency
Patient Advocate
MedData
04.2017 - 07.2021
- Managed database of patient information and frequently used computerized systems to track details. (Mpower, Cerner, Star, Power chart, McKesson, excel, Adobe, Meditech, etc.)
- Gathered and analyzed patient information to determine special program eligibility.
- Liaised with staff from diverse hospital departments to bring about effective resolutions to range of issues.
- Assisted patients in selecting appropriate courses of actions and obtaining needed support.
- Analyzed accuracy and completeness of patient documents.
- Documented patient activities, problems with coverage and hospital actions.
- Helped patients understand eligibility and qualifications.
- Provided knowledgeable and compassionate service in response to all types of patient questions and concerns. (Labor & Delivery, Behavioral health, inpatients/outpatients, and ER department, etc.)
- Accessed patient information through variety of office software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
- Coordinated between patients and healthcare professionals to meet patient needs.
- Utilized customer service skills and detailed system knowledge to support hospital and operations.
- Scheduled and confirmed patient appointments with patients
- Checked claims for errors, corrected issues and mailed out promptly.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Maintained updated protocol and knowledge for all task.
- Screen uninsured hospital patients in an effort to determine if patient is a eligible candidate for federal, state, and/or county medical or disability assistance.
- Complete the appropriate applications and following through until approved
- Detailed, accurate and timely documentation in both MPower and the hospital systems on all cases worked
- Provide exceptional customer service skills at all times
- Participate in ongoing trainings in order to apply the content learned in dealing with patients and cases
- Maintain assigned work queue of patient accounts
- Collaborate with hospital/nursing staff, case managers, social workers, financial counselors, patient access, CFO, doctors, physical therapist, social worker, etc.
- Answer incoming telephone calls, make out-bound calls, and track (via MPower) all paperwork necessary to submit enrollment and renewal for prospective Medicaid patients.
- Maintain structured and timely contact with the applicant and responsible government agency, by phone whenever possible or as structured via the daily work queue.
- Assist the applicant with gathering any additional reports or records, meeting appointment dates and times and arrange transportation if warranted
- Request home visits as needed to acquire documentation
- As per established protocols, inform the client in a timely manner of all approvals and denials of coverage
- Participate in additional training requirements in an effort to stay abreast of the ever changing rules and regulations associated with the various government programs
- All other duties as assigned worked on multiple reports for my manager/coordinator on the Excel system.
- Print out Medical Records and fax them to the Disability Examiner worker assigned to the patient's claim.
- I check the TMHP, Texas children's and community health choice system's every day to check for Medicaid numbers for the patient coverage for dates of services.
- I prepare and make sure the Medicaid applications have all the necessary information for the case to be worked by the HHSC/Medicaid worker.
- I also work closely with the HHSC worker to be able to complete the Medicaid applications that he or she is processing.
- I Interview patients to obtain information necessary to determine eligibility for any possible governmental funding resources (Medicaid, Crime Victims, SSI Disability, County Indigent and Charity programs).
- Follow up with the patient and other personnel, including hospital/clinic staff and Social Security Administration staff, to complete the application on file.
- Print daily patient census, discuss patients with social workers/case managers/physicians/ nursing staff to further assist patients with their discharged planning process.
- Trained multiple co-workers to screen patients, complete census, and complete applications, etc.
Education
High School -
Dulles High School
Sugar Land, TX01.2016
No Degree - Business Administration And Management
Wharton County Junior College
Wharton, TX01-2027
Skills
- Customer service and patient advocacy
- Effective communication
- Problem-solving and critical thinking
- Interpersonal skills
- Detail-oriented organization
- Time management
- Ethics and professionalism
- Teamwork and collaboration
- Adaptability and resilience
- Project prioritization
- Epic Systems proficiency
- Electronic medical records management
- Medical terminology knowledge
- Insurance verification
- Revenue cycle management
- Quality assurance practices
- Compassionate care delivery
- Mentoring and training expertise
- Check-in/check-out procedures
- Complex process management
- General operations support
- Efficiency enhancement strategies
- Telephone communication skills
- HIPAA compliance knowledge
- Office inventory management
- Mail sorting and distribution
- Computer skills
Accomplishments
Emerging Leader Program
Following the completion of the emerging leader program, I was able to develop consistent leadership behaviors, habits, and skills to demonstrate to my team. It taught me about the importance of influence, authority, and trust in leadership, as well as how to continue to develop trust with my team.
Affiliations
- Community Ambassador
- Women's Empowerment Alliance
- Hispanic Latin X Alliance
- Young Professionals
Languages
English
Native or Bilingual
Spanish
Professional Working
Timeline
Patient Service Representative
Houston Methodist
12.2022 - Current
Patient Advocate
MedData
04.2017 - 07.2021
High School -
Dulles High School
No Degree - Business Administration And Management
Wharton County Junior College
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