Veronica Casillas
Arvada,CO
Summary
Dynamic Patient Account Specialist with a proven track record at Common Spirit, excelling in claims resolution and patient account management. Recognized for enhancing team collaboration and achieving high levels of data accuracy. Skilled in HIPAA compliance and conflict mediation, ensuring exceptional customer service and streamlined billing processes.
Overview
15
15
years of professional experience
Work History
Patient Account Specialist
Common Spirit
Denver, CO
10.2019 - Current
- Processed patient billing inquiries and resolved account discrepancies efficiently.
- Assisted in updating and maintaining patient account records accurately.
- Collaborated with healthcare teams to ensure timely claim submissions and follow-ups.
- Utilized electronic health record systems to track patient information and payment status.
- Provided exceptional customer service by addressing patient concerns promptly.
- Learned compliance regulations related to healthcare billing and coding practices.
- Supported patients in understanding their insurance benefits and financial responsibilities.
- Participated in training sessions to enhance knowledge of billing software and procedures.
- Maintained high levels of data accuracy with meticulous attention to detail in processing insurance claims and updating patient records.
- Collaborated with interdisciplinary teams to optimize billing procedures and ensure timely reimbursements from insurance providers.
- Electronically submitted bills according to compliance guidelines.
- Promoted a culture of continuous improvement within the Patient Accounts team by participating in regular staff meetings, offering constructive feedback on department processes, systems, tools for achieving objectives more effectively.
- Expedited claim resolutions by skillfully navigating complex insurance policies, regulations, and guidelines.
- Posted payments and processed refunds.
- Monitored flags and resolved urgent items with accuracy and efficiency.
- Assisted patients in understanding their financial responsibilities by explaining healthcare benefits, coverage limitations, and out-of-pocket costs clearly and concisely.
- Enhanced team productivity by sharing knowledge, best practices, and providing cross-training opportunities for colleagues in the Patient Accounts Department.
- Reconciled statements with patient records.
- Worked with outside entities to resolve issues with billing, claims, and payments.
- Utilized computer programs to create invoices, letters, and other documents.
- Prepared reports detailing billing actions, flags, and other key information.
- Maintained office inventory and organized supplies for efficiency and expected needs.
- Provided exceptional customer service while assisting patients with questions about their bills or payment options via phone calls or written correspondence.
- Collaborated closely with the Medical Records Department to obtain required documentation for claim submissions or appeals promptly as requested by insurance carriers.
- Safeguarded patient confidentiality while handling sensitive financial information by adhering to strict HIPAA regulations and organizational privacy policies.
- Fostered strong relationships with insurance representatives to facilitate smooth communications regarding claim submissions, denials, appeals, or underpayments issues that arose during processing stages.
- Increased revenue recovery rates by identifying trends in denied claims, researching root causes, implementing corrective measures to prevent future occurrences accordingly.
- Improved cash flow by consistently meeting or exceeding collection targets through proactive account monitoring and follow-up efforts.
- Streamlined account management processes for improved efficiency and accuracy in recordkeeping.
- Reduced outstanding balances by diligently following up on overdue payments and negotiating payment plans.
- Developed comprehensive documentation of collection activities on individual accounts for accurate tracking of progress towards resolution milestones established within department guidelines.
- Contributed to departmental goals for lowering A/R days by prioritizing accounts based on aging reports, taking appropriate action steps to expedite collections or adjustments as needed.
- Proactively identified potential issues in patient accounts, communicating with other departments as necessary to resolve discrepancies that could impact billing accuracy or timely reimbursements from insurance carriers.
- Ensured compliance with all applicable laws, regulations, policies governing medical billing practices, and patient privacy by staying current on industry changes.
- Used data entry skills to accurately document and input statements.
- Handled account payments and provided information regarding outstanding balances.
- Audited and corrected billing and posting documents for accuracy.
- Utilized various software programs to process customer payments.
- Maintained accurate records of customer payments.
- Entered invoices requiring payment and disbursed amounts via check, electronic transfer or bank draft.
Customer Service Representative
ATT
El Paso, TX
01.2019 - 05.2019
- Delivered exceptional customer service through effective communication and problem-solving skills.
- Resolved customer inquiries and complaints promptly, ensuring high satisfaction levels.
- Collaborated with cross-functional teams to enhance service delivery processes.
- Trained new staff on company policies and customer interaction techniques.
- Monitored customer interactions to maintain quality assurance standards.
- Implemented feedback loops to improve service offerings based on customer insights.
- Streamlined workflow processes, reducing response times for customer inquiries.
- Led initiatives to develop training materials that improved team performance and efficiency.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
Lead Receptionist
Downtown Animal Care Center
Denver, CO
05.2010 - 01.2019
- Managed front desk operations, ensuring efficient client flow and appointment scheduling.
- Trained and mentored new reception staff on customer service protocols and software systems.
- Implemented process improvements that enhanced patient check-in experience and reduced wait times.
- Coordinated communication between veterinary staff and clients to streamline service delivery.
- Oversaw inventory management of office supplies, ensuring availability for daily operations.
- Handled client inquiries with professionalism, resolving issues effectively to maintain satisfaction.
- Developed training materials for new employees, enhancing onboarding efficiency and knowledge retention.
- Monitored compliance with clinic policies, contributing to a safe and welcoming environment for clients and pets.
- Trained new receptionists on company policies, software systems, and best practices for exceptional client service delivery.
- Effectively managed multiple phone lines including transferring calls appropriately or taking detailed messages when needed.
- Provided exceptional customer service through effective communication skills via telephone, email correspondence or face-to-face interactions with clients.
- Managed inventory of office supplies, placing orders as necessary to maintain optimal stock levels while minimizing costs.
- Maintained a clean and professional reception area, creating a welcoming environment for clients upon arrival.
- Supported management with accurate data entry, report generation, and record-keeping tasks to ensure smooth daily operations.
- Assisted team members with administrative duties, contributing to a collaborative work environment and increased productivity.
- Resolved client issues promptly and professionally, fostering positive relationships and promoting loyalty to the business.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Kept reception area clean and neat to give visitors positive first impression.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Implemented an updated filing system that allowed for easy document retrieval while adhering to confidentiality requirements.
- Increased office efficiency by coordinating appointments, maintaining detailed records, and providing timely reminders.
- Organized conference room bookings and prepared meeting materials, ensuring efficient use of resources and well-executed events.
- Processed incoming mail and packages efficiently, ensuring prompt distribution to appropriate recipients within the organization.
- Assisted in planning company events by securing venues, arranging catering services, and coordinating logistics with external vendors.
- Contributed to the overall office culture by participating in team-building activities and promoting a positive work environment.
- Acted as first point of contact and set appointments for prospective clients.
- Assisted with onboarding new clients and securing paperwork completion.
- Managed multiple tasks and met time-sensitive deadlines.
- Balanced employee availability, customer schedules, and maximum load levels when scheduling appointments.
- Collected Type payments, processed transactions and updated relevant records.
- Scheduled office meetings and client appointments for staff teams.
- Helped office staff prepare reports and presentations for internal or client-related use.
- Handled assignments independently with good judgement and critical thinking skills.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
- Tracked important information in Software spreadsheets and ran reports or generated graphs using data.
Skills
- Patient care
- Team collaboration
- HIPAA compliance
- Verbal and written communication
- Collections experience
- Patient account management
- Insurance verification
- HIPAA
- Medical terminology
- Payment processing
- Administrative support
- Regulatory compliance
- Conflict mediation
- Report generation
- Excellent judgment
- Bookkeeping procedures
- Claims resolution
- Data entry proficiency
- Follow-up skills
- Teamwork
- Teamwork and collaboration
- Customer service
- Time management
- Problem-solving
- Attention to detail
- Problem-solving abilities
- Multitasking
- Reliability
- Excellent communication
- Organizational skills
- Active listening
- Cash handling
- Paperwork and documentation
- Microsoft office
- Purchase orders
- Work Planning and Prioritization
- Task prioritization
- Self motivation
- Computer literacy
- Professionalism
- Customer contact
- Record keeping
- Time management abilities
- Adaptability
- Cleaning
- Restocking
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Patient Account Specialist
Common Spirit
10.2019 - Current
Customer Service Representative
ATT
01.2019 - 05.2019
Lead Receptionist
Downtown Animal Care Center
05.2010 - 01.2019