Alicia Monroy
Los Angeles
Summary
Motivated and conscientious individual skilled in scheduling appointments, verifying insurance, and managing patient records in healthcare settings. Experienced in utilizing electronic medical record systems to maintain patient profiles and billing information. Dedicated to improving satisfaction and providing an excellent healthcare experience. Organized and compassionate professional with extensive experience providing efficient service to patients. Proven ability to troubleshoot billing and insurance issues quickly and accurately. Skilled in using computer software to manage customer accounts and appointments.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Bilingual Call Center Representative
DLP Eye Group
01.2024 - Current
- Cross-trained and backed up other customer service managers.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Trained new personnel regarding company operations, policies and services.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Delivered prompt service to prioritize customer needs.
- Sought ways to improve processes and services provided.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Managed multi-line phone system and pleasantly greeted patients.
- Checked patient insurance, demographic, and health history to keep information current.
- Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
- Transcribed phone messages and relayed to appropriate personnel.
- Maintained current and accurate medical records for patients.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
Call Center Representative
Brown & Toland
02.2023 - 12.2023
- Implemented and developed customer service training processes.
- Managed timely and effective replacement of damaged or missing products.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained staff on operating procedures and company services.
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Resolved complaints to satisfy customers and encourage future transactions.
- Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
- Followed up with customers on unresolved issues.
- Worked productively in fast-moving work environment to process large volumes of claims.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Posted payments to accounts and maintained records.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Managed high-volume insurance verifications within pressured timeframes for productive medical operations.
- Generated reports to track insurance verifications and claim progress.
- Updated patient records with accurate, current insurance policy information.
Patient Care Coordinator
South Central Family Health Center
04.2021 - 01.2023
- Delivered excellent patient experiences and direct care.
- Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Facilitated communication between patients and various departments and staff.
- Organized patient records and database to facilitate information storage and retrieval.
- Recommended service improvements to minimize recurring patient issues and complaints.
- Provided excellent customer service to patients and medical staff.
- Resolved customer complaints using established follow-up procedures.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Verified patient insurance eligibility and entered patient information into system.
- Followed document protocols to safeguard confidentiality of patient records.
- Taught patients and families to use at-home medical equipment.
- Engaged with patients to provide critical information.
- Responded to inquiries by directing calls to appropriate personnel.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Greeted and assisted patients with check-in procedures.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
Education
High School -
Century High School
Alhambra, CA12.2015
Skills
- Chart Pulling
- Family Medicine
- Medical Billing
- Payment Collection
- System Updates
- Bookkeeping Support
- Office Administration
- Medical Insurance
- Reminder Calls
- Patient Registration
- Patient Greeting
- Demographics Information
- Document Filing
- Insurance Information Collection
- Customer Service
- Outbound Calling
- Financial Needs Determination
- Directing Callers
- Appointment Scheduling
- Medical Filing
- Clinical Data Entry
- Call Transfers
- Patient Care and Confidentiality
- Appointment Confirmation
- Delinquent Accounts Monitoring
- Benefits Explanations
- Collection Management
- Clinical Staff Management
- Medical Services Administration
- Patient Admitting
- Patient Interviewing Skills
- Patient Account Reviews
- HIPAA Compliance
- Insurance Form Processing
- Patient Intakes
- Insurance Verification
- Patient Engagement
- Operational Requirements
- Multi-Line Telephone Systems
- Satisfaction Assessment and Tracking
- Business Management Principles
- Punctual and Hardworking
- Project Requirements
- Creative Solutions
- Reading Comprehension
- Improve Patient Care
- Patient Medical Histories
- Admissions Screening
- Patient Records Gathering
- Bilingual in Spanish and English
- Word Processing
- Payment Calculation
- Claims Handling and Coverage Verification
- Informed Consent
- Counseling and Guidance
- Patient Appointment Management
- Forms and Spreadsheet Creation
- Spanish Fluency
- Telephone Triage
- Educate Patients
- System Verification
- Medical History Documentation
- Spreadsheet Tracking
- Billing Issue Resolution and Support
- Comfort with Technology and Databases
- Clerical and Filing Support
- Computerized Maintenance Management Systems
Certification
- 50 WPM Typing Speed
- Clinic Administration
- Registration Requirements
- Coordinate Referrals
- Clinical Messaging
- Prepare Reports
- Office Supplies and Inventory
- Sliding Scale Determination
- Financial Recordkeeping
- Verifying Eligibility
- Investigate Complaints
- Medicaid
Languages
Spanish
Native or Bilingual
Timeline
Bilingual Call Center Representative
DLP Eye Group
01.2024 - Current
Call Center Representative
Brown & Toland
02.2023 - 12.2023
Patient Care Coordinator
South Central Family Health Center
04.2021 - 01.2023
- 50 WPM Typing Speed
- Clinic Administration
- Registration Requirements
- Coordinate Referrals
- Clinical Messaging
- Prepare Reports
- Office Supplies and Inventory
- Sliding Scale Determination
- Financial Recordkeeping
- Verifying Eligibility
- Investigate Complaints
- Medicaid
High School -
Century High School
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