Susan Rizo
Summary
Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service.
Overview
22
22
years of professional experience
Work History
PAS 4 Lead
St Luke's Cancer Institute
08.2016 - Current
- Answer phone calls and submit triage assessments
- Assist with checking in and checking out patients
- Update information in patient registration and schedule appointments
- Place Spanish reminder calls and schedule stim test appointments
- Schedule appointments with hospital for LP's and admits depending on doctor's orders
- Monitor future orders and referrals
- Check insurance and pre-register all new patients.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
- Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
- Trained new staff on hospital processes and procedures.
- Resolved patient billing issues in line with established guidelines.
- Coordinated patient's care by facilitating caregiver access to medical home providers and resources to meet patient needs.
- Verified patient insurance eligibility and entered patient information into system.
- Answered incoming calls, scheduled appointments and filed medical records.
- Provided excellent customer service to patients and medical staff.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Facilitated communication between patients and various departments and staff.
- Followed document protocols to safeguard confidentiality of patient records.
- Trained new staff on filing, phone etiquette and other office duties.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Responded to inquiries by directing calls to appropriate personnel.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Processed referral requests from patients, doctors and other health care professionals.
- Called insurance companies to get precertification and other benefits information on behalf of patients.
- Monitored referrals to foster timely completion and followed up with physicians to facilitate.
- Accessed and reviewed patient records to verify receipt completed referral paperwork.
- Assisted with completion of referral forms and verified data accuracy and completion
- Developed and maintained strong working relationship with referral sources to streamline processing.
- Facilitated referrals to other healthcare providers and resources to bridge service gaps.
- Provided education and instruction to referral sources on referral processes.
- 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.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Completed data entry tasks with accuracy and efficiency.
- Compiled data and reviewed information for accuracy prior to input.
- Reviewed and updated client correspondence files and database information to maintain accurate records.
- Maintained files, records and chronologies of entry activities.
- Identified data entry errors and reported to necessary departments.
- Corrected data entry errors to prevent duplication or data degradation.
- Scanned documents and saved in database to keep records of essential organizational information.
- Followed established procedures to enter and process data correctly.
- Secured and protected data from unauthorized access by complying with security protocols.
Ticket Booth/Runner
Ford Idaho Center
03.2002 - 07.2019
- Worked with band managers to create a happy environment for artists and performers
- Transport bands and family members to and from errands and shopping and sightseeing
- Helped with any last-minute requests and emergency situations
- Helped in ticket booth with selling and refunding tickets to events
- Managed the Spanish line in any Spanish events and helped customers with any issues they may have had
- Count and lock up cash at end of day and secure building
- Traveled to outside cities to assist with events and concerts.
Polysomnography Tech
Idaho Sleep Health
06.2015 - 03.2016
- Perform sleep study tests, collect paperwork, insurance cards, identification cards and scan into record system
- Perform studies depending on doctor's orders
- Titrate oxygen on CPAP and BiPAP machines
- Record respiratory events and any unusual activity occurring during sleep study
- Assist in translation with Spanish speaking patients.
- Performed troubleshooting and diagnosis on malfunctioning equipment.
- Organized work to meet demanding production goals.
- Applied critical thinking and research to address complex issues.
- Collected and analyzed patient information to identify and meet patient-specific mental and physical limitations.
- Followed “lights out” procedures to establish baseline values such as heart rate and oxyhemoglobin saturation.
- Operated polysomnography equipment to record electrical activity of brain waves and other physiological variables.
- Used [Software] to generate accurate reports by tabulating sleep, wake and clinical event data.
- Applied electrodes and sensors to patients for sleep studies.
Bilingual Receptionist
Terry Reilly Health Services
01.2012 - 06.2015
- Check in and check out patients for appointments, lab work, x-rays, homeless screenings and behavioral health services
- Verify Medicaid eligibility, set up sliding fee scale discounts, collect on unpaid accounts and set up payment arrangements
- Interviewed patients to prove eligibility of homeless grants and OB discounts
- Help patients in filling out medical records forms and collect payments for records
- Coordinate with pharmacy for patient pick up and transfer medication for homeless patients
- Verified patient information accurately when handing out medications
- Served as float receptionist and covered 6 different clinics.
- Confirmed appointments, communicated with clients, and updated client records.
- Resolved customer problems and complaints.
- Managed multiple tasks and met time-sensitive deadlines.
- Maintained confidentiality of information regarding clients and company.
Bilingual Customer Service Rep
T-Mobile
02.2005 - 10.2009
- Performed Customer service duties such as evaluating customer's usage to see if they are on the correct rate plan and making sure coverage and their service is functioning properly
- Multitasking, using different resources while building customer relationships and making sure they get the most out of their T-Mobile Services.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Met all call quality standards and daily quotas for first-call resolution.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Investigated and resolved customer inquiries and complaints quickly.
- Exhibited high energy and professionalism when dealing with clients and staff.
Assistant Manager
Jack's Drive Inn
08.2001 - 02.2005
- Worked in all areas of restaurant, cook, cashier, and helped with training new employees
- In charge of safe and log of who accessed it and why
- Made sure all employees were aware of their new schedules and showed up to work on time
- Helped with finding fill in for any day employees could not show up
- Helped owners with ideas on how to improve procedures and quality of service.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies.
- Helped with planning schedules and delegating assignments to meet coverage and service demands.
Education
Associates in Respiratory Therapy -
Stevens Henager College (Boise, ID)
High School Diploma -
Caldwell High School (Caldwell, ID)
Skills
- Training Coordination
- Insurance Verification
- HIPAA Compliance
- Multitasking and Organization
- Registration and Admissions
- Customer Service
- Registration Management
- Problem-Solving
- Team Collaboration
- Referral Coordination
- Medical Terminology
- EMR
- Transcribing Documents
- Data Protection
- Identifying Errors
- Data Verification
- Data Collection
- Information Verification
- Data Entry
- Employee Supervision
- Staff Development and Training
- Decision-Making
- Complex Problem Solving
- Documentation and Recordkeeping
- New Hire Orientation
- Phone and Email Etiquette
- Team Leadership
Timeline
PAS 4 Lead
St Luke's Cancer Institute
08.2016 - Current
Polysomnography Tech
Idaho Sleep Health
06.2015 - 03.2016
Bilingual Receptionist
Terry Reilly Health Services
01.2012 - 06.2015
Bilingual Customer Service Rep
T-Mobile
02.2005 - 10.2009
Ticket Booth/Runner
Ford Idaho Center
03.2002 - 07.2019
Assistant Manager
Jack's Drive Inn
08.2001 - 02.2005
Associates in Respiratory Therapy -
Stevens Henager College (Boise, ID)
High School Diploma -
Caldwell High School (Caldwell, ID)
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