Valerie Pena
Dickinson,TX
Summary
Goal-driven Receptionist with extensive background managing busy reception areas and multi-line telephone systems. Security-conscious and astute in control of confidential documentation.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Front Office Specialist II
Texas Children’s Pediatric Medical Group
Houston, TX
12.2023 - Current
- Actively participates in staff meetings, continuing education workshops, and quality improvement activities
- Collaborated with colleagues to monitor workloads and offered support by adjusting assignments when required.
- Attended template building training and successfully implemented techniques to manage provider schedules based on individual requests from providers and practice managers.
- Maintained the preparation of weekly deposits and balanced daily work for efficient pick up by bank courier.
- Performed Downtime process during power outages or system downtimes to ensure uninterrupted practice operations
- Achieved and maintained compliance with the Texas Children's pediatric benchmarks team performance standards by continuously improving data entry in patient records.
- Notifies practice staff and provider of any modifications or inconsistencies in scheduled appointments
- Implemented proactive customer service recovery measures to effectively resolve issues with dissatisfied customers
- Investigated variances in cash funds
- Monitors and corrects claim edit workqueue on a daily basis, ensuring resolution within two business days of charge entry
Front Office Specialist I
Texas Children’s Pediatric Medical Group
Houston, TX
11.2021 - 12.2023
- Demonstrated excellent customer service skills by welcoming patients and visitors using Creating SMILES philosophies and AIDET principles
- Ensured smooth processes for patient check-in and check-out
- Answered incoming calls promptly and navigated them according to established protocols
- Ensuring accurate documentation of complete and error-free messages in telephone encounters, along with proper routing according to practice protocol.
- Enter hospital charges into electronic billing system with 100% accuracy and within timelines established by practice protocol
- Ensured proper referral authorization by verifying patient's coverage with payer
- Demonstrated proficiency in appropriately documenting eligibility in the electronic health record as per practice protocol
- Effectively managed appointment scheduling based on practice guidelines
- Demonstrate ability to use judgment when scheduling provider’s template
- Adhered to practice protocol by verifying and documenting service coverage before patient consultations
- Monitored Account Work queue and Patient Work queue weekly, taking appropriate corrective action and completing required corrections.
- Prepared and validated electronic health records for seamless use by providers prior to patient encounters
- Ensured timely handling of mail and deliveries as per standard operating procedures
- Oversaw the returned mail work queue, ensuring all necessary corrections were made within a fourteen-day timeframe in the electronic billing system.
Lead Front Desk Coordinator
Advanced Diagnostics
Houston, TX
01.2019 - 11.2021
- Supported the practice manager in daily operations
- Led training for multiple locations
- Optimized efficiency of registration insurance verification, authorizations, claim status through multi-system phone lines.
- Contributed to improving surgical scheduling processes.
- Enhanced referral system resulting in increased customer acquisition
- Enhanced coding and correspondence skills.
- Managed supply inventory
- Managed daily batch reports and efficiently collected copays/deductibles, resulting in accurate credit balance.
Office Manager
Incarnation Home Health Services Inc.
Houston, TX
01.2016 - 12.2018
- Directed payroll and data entry department while also handling recruitment, hiring, and training processes.
- Oversaw efficient administration of client's data management through Vesta System for employee, payroll, billing, and accounting purposes.
- Developed strong professional connections with clients, providers, caseworkers, and staff to ensure efficient collaboration.
- Inputted client authorizations for service initiation, billing updates, and service termination
- Facilitated effective communication between administrative staff, registered nurses, and doctors.
Education
GED -
General Education Development
07.2016
Skills
- EPIC System
- Athena System
- Computer proficient
- Microsoft Office
- File/records maintenance
- EVV System
- Customer Service
- Customer Satisfaction
- Client-focused
- Insurance Verification
- Medical Coding
- ICD-9
- CPT Coding
- Medical Billing
- Fast Learner
Certification
CPR, 06/01/23, 06/01/25
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Front Office Specialist II
Texas Children’s Pediatric Medical Group
12.2023 - Current
Front Office Specialist I
Texas Children’s Pediatric Medical Group
11.2021 - 12.2023
Lead Front Desk Coordinator
Advanced Diagnostics
01.2019 - 11.2021
Office Manager
Incarnation Home Health Services Inc.
01.2016 - 12.2018
GED -
General Education Development
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