Vanessa Solis-Perez
Hamden,United States
Summary
Experienced and dedicated Front Desk Agent with a strong foundation in the hospitality industry. Passionate about delivering exceptional guest experiences that leave a lasting impression. Provides courteous phone assistance, warmly welcomes guests, and efficiently handles check-in and check-out procedures.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Patient Financial Access Specialist
Yale New Haven Health System
Wallingford, CT
10.2024 - Current
- Patient Throughput: Ensures all required information obtained from referring physicians and providers in clinical areas are provided to the third party payers to ensure reimbursement for services delivered within the outpatient setting.
- Accurately schedules patient follow-up physician appointments in the appropriate scheduling system using guidelines and requirements identified within the system.
- Accurately sequences complex procedures across multiple departments/locations.
- Accurately schedules and sequences services for patients who desire to go outside of the Yale New Haven medical system.
- Clearly identifies and communicates dates, times and locations of appointments and procedures with each patient.
- Enters appropriate "addendum" on the order in EMR identifying date and time of the procedure scheduled. Ensures all referrals, pre-authorizations, and pre-certifications are received prior to services being rendered.
- Adheres to state and federal guidelines as it pertains to HIPAA and JCAHO requirements and all federal mandates.
- Insurance: Demonstrates a solid understanding of the various insurance carriers' options and completes insurance entry accurately, satisfying billing requirements to ensure a payable account.
- Exhibits a comprehensive understanding of the online eligibility and insurance website systems including understanding patient's eligibility, determining benefits and co-pay amount due. Documents appropriate computer system according to departmental policies.
- Informs patients of their financial responsibility as it relates to billing requirements and non-covered balances. Makes all attempts to collect monies due at time of service. When applicable explains the hospital credit policy and determines the need to initiate financial document for reimbursements.
- Processes and reconciles registration edits in a timely efficient manner to ensure timely reimbursement on the patients account.
- Complex Appointment Scheduling: Coordinates and supports tasks related to patient appointment scheduling.
- Maintains a strong working knowledge of the Epic system with the ability to schedule complex and time sensitive appointment types.
- Ability to multitask and toggle between systems and resources as necessary to determine status of referrals, schedule appointments and answer/resolve problems for patients, providers and insurers.
- Identifies discrepancies within the systems and reconciles if appropriate and/or reports to the defined IT resources or escalates appropriately.
- Works collaboratively with the Management team to correct any variances that occur within the system to ensure correct data has been captured.
- Ability to operationalize downtime procedures as required.
- Resource Management/Quality Assurance (QA): In collaboration with Supervisor/Manager, provides support in the other outpatient service department and routinely provides coverage as necessary to maintain skill sets.
- Independently optimizes time related to patient appointment scheduling.
- Tracks and monitors performance and productivity to ensure patient throughput is not compromised.
- Identifies and offers ways to reconcile when bottlenecks occur within the systems or processes.
- Provides flexibility within schedule to ensure patient and physician's requirements and needs have been met.
- Maintains statistical information and prepares reports as requested.
- Identifies and implements processes that will enhance the scheduling and registration process.
- Participates in designated PFAS workgroups to support team building and communication enhancements within the areas.
- Customer Service: Provides service excellence as outlined in the Health System Standards of Professional Behavior.
- Ensures smooth functioning of all processes in order to guarantee a positive patient experience by acknowledging and receiving patients and visitors to the department following the YNHHS Standards of Professional Behavior.
- Is prompt, courteous and accurate in advising clinical staff of the patient's arrival working closely to ensure timely patient throughput. Notifies team of experienced delays and keeps patients informed when delays occur.
- Answers telephone by responding no later by the third ring, demonstrating appropriate telephone etiquette guidelines.
- Recognizes when Service Excellence has been compromised and appropriately initiates the Service Recovery Process.
- Follows Department Uniform Policy and Dress code Guidelines related to professional, business attire at all times.
- Utilizes effective communication skills when coordinating work efforts, training, and proposing work flow adjustments and processes
- Template Management - Addendum: Works with the clinical staff to maintain Epic Templates for various locations.
- Meets with clinical team to plan and create scheduling templates for various disciplines in the Epic System.
- Uploads accurate templates into Epic.
- Ensures changes to physician calendars and appointments types are updated on a timely basis and uploaded in order for accurate scheduling completion
- Performs other duties as assigned by Management.
- As needed, reviews and updates all training materials and provides training to other staff members.
- Proactively addresses work flow issues in the area to avoid problems or to meet deadlines.
- Demonstrates exceptional problem solving ability and is capable of handling difficult situations without seeking assistance from Supervisor/Manager. Independently addresses complex situations requiring assessment or analysis to identify possible solutions.
- Anticipates possible problems that may arise when making decisions and acts promptly and carefully in a manner appropriate to the situation.
- Ability to assist and act as a resource to other team members with troubleshooting on complex problems and often resolving prior to bringing it to the attention of the Supervisor.
- Independently works on special projects as assigned in the area to address issues and meets goals of the department.
- Participates in ongoing quality improvement efforts of the department, utilizing good problem solving skills and resourcefulness to address and resolve problems
Front Desk Team Lead/ Financial Counselor
Fair Haven Community Health Center
New Haven, CT
07.2022 - 09.2024
- Works as a patient access representative, when needed, with ability to fill in and perform the duties in all applicable positions.
- directs daily supervision of front desk staff including maintaining staffing schedule, coaching And developing staff and annual reviews.
- performs audits for assigned sites( cash drawer, daily schedules, weekly registration, check-in/check out).
- counsels self-pay patients and those with insufficient insurance coverage in an effort to assist them in the determination of suitable payment arrangements and/ or qualification for coverage.
- assists families in applying and working with agencies regarding carrier coverage when applicable.
- assists qualifying patients for FHCHC sliding scale program.
- accurately provide information/referrals to patients for all FHCHC services.
- directs patient flow at the front desk, including but not limited to connecting walk-ins to clinical services, managing late arrivals, and no-shows.
- meet regularly with other site-based leadership(e.g. call center, clinician, nursing leaders)
- registers and creates medical records chart for all income New patients
- creates and develop new patient's folders with all required documents
Patient Access Representative
Fair Haven Community Health Care Center
New Haven, CT
09.2020 - 07.2022
- Applied HIPAA privacy and security regulations while handling patient information.
- Verified demographics and insurance information to register patients in computer system.
- Organized and maintained records by updating and obtaining both personal and financial information from patients.
- Registered patients by completing face-to-face interviews to obtain demographic, insurance and medical information.
- Obtained necessary signatures for privacy laws and consent for treatment.
- Communicated financial obligations to patients and collected fees at time of service.
- Verified patients' insurance and payment methods during admissions or check-in processes.
- Explained policies, procedures and services to patients.
Receptionist
Complete Dental Services
New Haven, CT
08.2018 - 09.2020
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
- Confirmed appointments, communicated with clients and updated client records.
- Answered central telephone system and directed calls accordingly.
- Responded to inquiries from callers seeking information.
- Resolved customer problems and complaints.
- Managed multiple tasks and met time-sensitive deadlines.
- Provided clerical support to company employees by copying, faxing and filing documents.
- Corresponded with clients through email, telephone or postal mail.
- Answered phone promptly and directed incoming calls to correct offices.
- Answered large volume of incoming calls daily to resolve customer issues and schedule appointments.
- Sorted, received and distributed mail correspondence between personnel.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
Education
High School Diploma -
West Haven High School
West Haven, CT07.2015
Skills
- Creative Solutions
- Knowledge of Community Services and Programs
- Quality Assurance
- Gathering Information From Patients
- Resolving Problems
- Documenting and Recording Information
- Patient Confidentiality and Data Security
- Team Leadership
- Caring and Empathetic
- Demographics Information
- Explaining Policy and Procedures
- Customer Service
- Multitasking and Organization
- Patient Identification
- EPIC
- Registration and Admissions
- Calm and Effective Under Pressure
- Customer Satisfaction
- Patient Health Information Access
- Incoming Mail Sorting
- Fluent spanish speaker
- Credit and Cash Payments
- Administrative Skills
- Customer service
- Attention to detail
- Time management
- Listening skills
- Telephone etiquette
- Data entry
- Problem-solving skills
- Team collaboration
- Scheduling
- Appointment scheduling
- Verbal and written communication
- Administrative skills
- Scheduling appointments
- Hospitality services
- Sensitive information handling
- Work prioritization
- Initiative-taking
- Complex Problem-solving
- Issue handling
- Effective planning
- Multitasking and organization
Certification
- PT - Phlebotomist Technician certification
Languages
Spanish
Native or Bilingual
Timeline
Patient Financial Access Specialist
Yale New Haven Health System
10.2024 - Current
Front Desk Team Lead/ Financial Counselor
Fair Haven Community Health Center
07.2022 - 09.2024
Patient Access Representative
Fair Haven Community Health Care Center
09.2020 - 07.2022
Receptionist
Complete Dental Services
08.2018 - 09.2020
High School Diploma -
West Haven High School