Viviana Ayala
Chicago,IL
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic and exceptional interpersonal skills. Recognized for providing first-rate support for corporate decision-makers. Meticulous individual with demonstrated success in administrative process improvements to better serve business and customer needs. Equipped with in-depth software knowledge and skill to quickly pick up tools and tricks. Brings polished speaking voice and professional demeanor.
Overview
6
6
years of professional experience
Work History
Patient Service Representative
Northwestern Medical Group
Chicago, Illinois
01.2025 - Current
- Greeted patients upon arrival and directed them to the appropriate area.
- Informed patients about payment options, billing policies, and procedures related to their visit or procedure.
- Prepared letters and documents for mailing as requested by supervisor or physician staff.
- Sorted and distributed incoming mail daily.
- Scanned completed forms, identification and insurance cards, maintaining patient documents folder.
- Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
- Acted as a liaison between physicians, staff members, patients, families, and third-party payers.
- Organized stockroom supplies according to size and type.
- Balanced register drawers at the end of each shift.
- Mentored new hires, including explaining hospital policies, procedures, and practices.
- Performed outbound calling to patients about insurance verification and appointment confirmations.
- Maintained detailed records of customer interactions and transactions for future reference.
Patient Registration Representative
R1 RCM
Chicago, IL
02.2024 - 01.2025
- Verified patient demographic information and updated records accordingly.
- Scheduled appointments for patients
- Transcribed physician referrals
- Processed insurance authorizations, referrals, pre-certifications and prior authorizations as required by payers.
- Maintained accurate tracking of all documentation in the Electronic Health Record.
- Ensured compliance with HIPAA regulations regarding patient confidentiality and privacy laws.
- Communicated effectively with physicians, nurses, office managers and other healthcare professionals regarding registration processes.
- Explained various payment options to patients such as cash payments or credit card payments and assisted them in selecting a payment option that best suits their needs.
- Resolved customer service issues in a timely manner while maintaining a positive attitude.
- Operated telephone switchboard to answer, screen and forward calls to appropriate personnel.
- Transmitted information or documents to customers through email, mailings or facsimile machine.
- Conducted quality assurance audits to ensure accurate medical coding practices were followed.
Guest Service Associate
Target
Chicago, IL
06.2022 - 04.2024
- Demonstrated strong communication skills when interacting with customers and coworkers.
- Resolved customer complaints in a professional manner.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Assisted customers with product selection and answered questions about products, prices, availability, product uses, and credit terms.
- Maintained cleanliness of the checkout area by wiping down counters, vacuuming floors, cleaning up spills promptly, and restocking shelves.
- Demonstrated knowledge of store layout to help customers locate merchandise quickly.
Support
Macys Department Store
Chicago, IL
05.2019 - 02.2022
- Created appropriate storage space within assigned areas, transporting and stacking received items safely.
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Evaluated individuals regularly for progress or growth potential to guide decisions regarding advancement and additional training.
- Provided constructive feedback and positive reinforcement to keep trainees motivated.
- Supported customer service goals and enhanced relations through friendly, knowledgeable and positive communication.
- Responded promptly to customer inquiries regarding products and services.
Education
High School Diploma -
Muchin College Prep
Chicago, IL06.2018
Skills
- Time management
- Quality assurance
- Customer and client relations
- Effective problem solving
- Team collaboration
- Detail oriented
- Adaptive
- Medical Terminology
- Electronic Medical Records
- Communication and Interpersonal Skills
- Insurance terminology
- Phreesia
- Epic
- Cpt coding
- HIPPA
- Payment management
- Filing and Faxing
- Documentation accuracy
Languages
- English
- Spanish
Timeline
Patient Service Representative
Northwestern Medical Group
01.2025 - Current
Patient Registration Representative
R1 RCM
02.2024 - 01.2025
Guest Service Associate
Target
06.2022 - 04.2024
Support
Macys Department Store
05.2019 - 02.2022
High School Diploma -
Muchin College Prep
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