VALERIE CASTILLO
Buckeye,USA
Summary
Dynamic Patient Access Representative with extensive experience at Phoenix Children Hospital, excelling in customer service and data management. Proven ability to enhance patient scheduling efficiency and ensure compliance with HIPAA regulations. Strong organizational skills and a proactive approach to problem-solving contribute to exceptional patient experiences and streamlined operations.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Patient Access Representative
Phoenix Children Hospital
Phoenix, Arizona
08.2022 - Current
- Scheduled patient appointments efficiently using electronic health record systems.
- Scheduled and confirmed patient appointments and consultations.
- Assisted with scheduling outpatient appointments.
- Processed referrals by obtaining required authorizations from third party payers, ensuring timely patient appointments.
- Managed high volume of incoming calls, delivering exceptional customer service to patients and families.
- Collaborated with internal departments on administrative tasks, enhancing overall workflow efficiency.
- Organized and maintained records by updating and obtaining both personal and financial information from patients.
- Adhered to HIPAA regulations when handling confidential patient information.
Customer Service Specialist
UCHealth
10.2016 - Current
- Answered incoming and initiated outgoing calls, delivering exceptional customer service to enhance client satisfaction.
- Arrange admissions and transfers according to Access Center procedures.
- Assessed medical necessity and level of care, guaranteeing adherence to admission procedures.
- Ensure compliance with EMTALA regulations for transfers.
- Conduct interviews with referring physicians to identify whether an external transfer is emergent or non-emergent.
- Facilitated conference calls between referring physicians and attending physicians to secure clinical acceptance or denial of transfers, streamlining the transfer process.
- Ensured continuity of care by providing accurate reports to the oncoming shift, supporting seamless patient handoffs.
Telecommunications Operator
City of Albuquerque
Albuquerque, NM
06.2014 - 06.2016
- Received, evaluated, prioritized and relayed emergency and non-emergency calls to the appropriate service personnel.
- Assessed caller locations and problem details to prioritize appropriate emergency response.
- Used independent decision making under pressure to ensure dispatch of appropriate emergency services, while receiving/providing information to callers in distress.
- Coordinated multiple computer screens and applications while providing real-time support to callers and arranging emergency aid.
- Answered and processed a high volume of calls accurately, professionally, and positively.
- Streamlined data input and retrieval from computer systems to ensure timely access to critical information.
Scanner and Processor
University of New Mexico (UNM)
Albuquerque, NM
09.2013 - 06.2014
- Analyzed information to identify document types and sorted documents according to job instructions, enhancing workflow efficiency.
- Processed financial aid documents, maintained student records, and entered student demographics into UNM database to ensure data accuracy and accessibility.
- Facilitated retrieval of job information by effectively using tablets and resource materials.
- Assisted departments, staff, and students with financial aid policies and procedures, providing clear guidance to improve understanding.
- Followed all company and department policies and rules and attended mandatory meetings and training.
Owner
Self-Employed
Albuquerque, NM
04.2009 - 09.2013
- Managed budget, billing, and fee collections to ensure timely payments from families.
- Prepared and submitted budget estimates and progress reports to track financial status.
- Utilized customer statements to analyze savings and possible value-added services.
- Created quarterly newsletter to inform students about schedules, policies, and fee changes.
- Administered an early childhood education plan and coordinated a daily meal plan for each child.
Records Technician
Albuquerque Police Department
Albuquerque, NM
07.2006 - 04.2009
- Managed police records and filing systems to maintain accuracy and compliance with regulations.
- Reviewed, prepared, printed, and electronically filed all reports.
- Prepared records for retention by scanning, indexing, and recording documents, determining storage methods, and researching folder organization.
- Developed and implemented standards and procedures to streamline office operations.
- Ensured returned files/folders were appropriately logged and placed back in their proper locations.
Booking Clerk
Metropolitan Detention Center
Albuquerque, NM
08.2005 - 07.2006
- Managed intake and release of inmates into MDC system, ensuring compliance with procedures.
- Maintained secure records and personal property for intake and release, while managing administrative systems including multi-line telephone and file systems.
- Audited and classified recorded data to maintain accuracy and currency of financial records.
- Provided support to our physicians with clerical tasks such as managing and directing correspondence, record keeping, and clerical accounting.
Education
Certificate Received - New Mexico High School Diploma
Del Norte High School
Albuquerque, NM01-1985
Continuing education coursework - court reporting
Central New Mexico Community College
Albuquerque, NMSkills
- Healthcare Administration
- Patient Outreach
- Customer Service
- Complaint handling
- Patient Advocacy
- Conflict Resolution
- Data Entry
- Record Management
- Office Administration
- Organizational skills
- Computer Proficiency
- Attention to Detail
- Process Improvement
- Patient Scheduling
- Troubleshooting
- Communication
- Problem-solving
- Critical thinking
- Organizational Skills
- Proactive
- Innovation and Creativity
- Microsoft Office
- Computer Proficiency
- Typing
- 10-Key Proficiency
- Public Relations
- New Customer Acquisition
- Professional Development
- Typing
- 10-key data entry
- Healthcare Compliance
Certification
- NMLEA Telecommunicator Certified
- State of New Mexico DPS/PST Certified
- American Red Cross First Aid Certified
- AHA Heart Saver CPR/AED Certified
Timeline
Patient Access Representative
Phoenix Children Hospital
08.2022 - Current
Customer Service Specialist
UCHealth
10.2016 - Current
Telecommunications Operator
City of Albuquerque
06.2014 - 06.2016
Scanner and Processor
University of New Mexico (UNM)
09.2013 - 06.2014
Owner
Self-Employed
04.2009 - 09.2013
Records Technician
Albuquerque Police Department
07.2006 - 04.2009
Booking Clerk
Metropolitan Detention Center
08.2005 - 07.2006
Certificate Received - New Mexico High School Diploma
Del Norte High School
Continuing education coursework - court reporting
Central New Mexico Community College