TANIA KOCH
Houston,TX
Summary
Administrative support professional offering versatile office skills who readily adapts to change and works independently. Driven Front Desk Agent highly skilled in managing reservations, telephone calls and customer inquiries. Poised and professional with total commitment to guest satisfaction. Well-versed in mitigating customer dissatisfaction with prompt service and diplomatic communication. Focused on maintaining smooth and orderly front desk operations. Handles high volume of visitors efficiently. Familiar with completing diverse administrative tasks and special projects.
Overview
29
29
years of professional experience
Work History
Patient Access Representative
Memorial Hermann Medical Group
09.2022 - Current
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Resolved customer complaints using established follow-up procedures.
- Facilitated communication between patients and various departments and staff.
- Trained new staff on filing, phone etiquette and other office duties.
- Answered incoming calls, scheduled appointments and filed medical records.
- Provided excellent customer service to patients and medical staff.
- Verified patient insurance eligibility and entered patient information into system.
- Delivered support to medical staff in completion of patient paperwork.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Followed document protocols to safeguard confidentiality of patient records.
- Greeted and assisted patients with check-in procedures.
- Responded to inquiries by directing calls to appropriate personnel.
- Engaged with patients to provide critical information.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Recommended service improvements to minimize recurring patient issues and complaints.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- acquiring proficiency in EPIC new work system, Adapting to a new workflow process
- Compiled and maintained patient medical records to keep information complete and up-to-date.
Part-time Front Desk Coordinator
Restorix Health
12.2019 - 07.2022
- Schedule wound care visit, utilizing hospital software/systems as well as RXH's EMR system
- Confirm all registration information with patient and/or responsible party
- Book appointments appropriately based on time, staffing, equipment, and supplies.
Patient Access Representative II
Memorial Hermann Southeast
04.2019 - 11.2019
- Enters required information in the computer system in an accurate and timely manner
- Obtains demographic, insurance and financial information from patient or guarantor
- Explains all required forms to the patient or guarantor and obtains the necessary signatures
- Ensures medical necessity compliance by obtaining necessary data, reviewing Compliance System, communicating information to patient or guarantor and obtaining necessary signatures
- Protects the financial integrity of the facility by collecting patient liability, establishing payment arrangements, discussing payment options and screening eligibility
- Verifies insurance eligibility and benefits and ensures all notifications and authorizations are completed within required timeframes
- Monitors, reviews and resolves patient account issues on assigned reports
- Performs account analysis and trending
- Communicates in an effective and professional manner with physicians, Care Management ancillary departments, nursing units, physician's office staff, insurance companies, as well as patients and their families
- Promotes individual professional growth and development by meeting requirements for mandatory/continuing education, skills competency, supports department-based goals which contribute to the success of the organization; serves as preceptor, mentor, and resource to less experienced staff.
Front Desk Medical Receptionist/ File Room
Texas Eye Institute
03.2012 - 04.2019
- Greet and process each patient visit by appointment
- Communicate with physicians assistants and personnel regarding patient scheduling needs
- Maintain physicians forms
- Receive incoming calls, take messages and route to appropriate personnel
- Maintain patient appointment schedules
- Collect co-pays/deductibles/coins/balances
- Check patients in and out
- Cross train as needed
- Create patient's electronic chart, and paper chart as needed with Medinformatix and EMA
- Receive and distribute mail and/or special deliveries
- Assist with ordering office supplies.
Assistant Manager
Theater under the Stars
12.1995 - 04.2006
- Supervise a team of 8 representatives and work schedules
- Resolve client issues that are beyond the scope of the representative
- Facilitate communication with team and upper management
- Renew subscriptions and take new orders from clients
- Make ticket inquiries using the client database Paciolan
- Work in the box office selling tickets, exchanging season tickets for subscribers and greeting all clients
- Close out the box office and balance the cash and credit card charges
- Record all logs in Excel spreadsheet
- Running constant log reports for upper management, which are completed in Excel and Lotus
- Efficient in Microsoft Office products
- Telemarketing campaign for season
- Close out daily sales during Tour Shows nightly with company manager.
Education
Skills
- Efficient with Medinformatix and EMA
- Bilingual- Speak Read and Write
- Excellent communication and people skills
- Efficient in Microsoft Office products
- Proficient in Excel
- Strong worker
- Fast learner
- Highly organized
- Determined individual
- Leader
- Efficient in Athena
- Effective Planning
- Office Administration
- Scheduling
- Data Entry
- EMR systems proficiency
- Customer Service Management
- Guest Relations
- Problem-solving skills
- Scheduling appointments
- Multi-Line Phone Systems
- Hospitality services
- Listening Skills
- Staff Supervision
- Business Administration
- Visitor check-in skills
- Insurance Verification
- Appointment Scheduling
- Patient Education
- Insurance company knowledgeable
- Registration and Admissions
- Customer Service
- Patient check-in
- Multitasking and Organization
- Work Quality Evaluation
- Pre-Admission Requests
- HIPAA Compliance
- Patient identity verification
- Registration management
- Medical Terminology
- Process Improvement
- Insurance Billing
- Fee Collection
- EMR
- Relationship Building
- Team Collaboration
- Spanish Fluency
- Complaint processing
- Admitting coordination
- Team Leadership
- Patient Registration
- Information Collection
- Payment Processing
- Eligibility Determination
- EMR Updating
- System Updating
- Phone and Email Etiquette
- Regulatory Compliance
Accomplishments
- Received high score ratings from guest surveys due to professionalism, exceptional service and quick response times.
- I was was nominated by My Manager as a CEM Champion -Customer Experience Management.
Languages
Spanish
Native or Bilingual
Timeline
Patient Access Representative
Memorial Hermann Medical Group
09.2022 - Current
Part-time Front Desk Coordinator
Restorix Health
12.2019 - 07.2022
Patient Access Representative II
Memorial Hermann Southeast
04.2019 - 11.2019
Front Desk Medical Receptionist/ File Room
Texas Eye Institute
03.2012 - 04.2019
Assistant Manager
Theater under the Stars
12.1995 - 04.2006
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