Angela MACIEL-CASTILLO
Vista,CA
Overview
5
5
years of professional experience
Work History
Resident Service Associate
The Remington Club
10.2024 - Current
- Addressed customer inquiries with timely and professional responses via phone, email and in-person interactions.
- Managed daily operations of concierge desk and monitored staff performance to proactively address inefficiencies.
- Assist residents with a variety of requests, including transportation arrangements, dining reservations, event bookings, and other personal services.
- Answer and direct incoming calls promptly and professionally, taking messages as necessary.
- Maintain and update resident and visitor logs, ensuring accurate and up-to-date records.
- Handle inquiries and provide accurate information about the community, including services, events, and policies.
- Manage incoming and outgoing mail and packages, ensuring timely distribution to residents.
Customer Service Representative
Special Care
03.2023 - 12.2024
- Managed a high volume of phone calls and faxes (15-40 daily), assisting customers with orders for durable medical equipment, respiratory supplies, repairs, and other medical products.
- Processed and fulfilled orders for specialty medical supplies, including Urological, Ostomy, Wound, Enteral, Gastrostomy, and CPAP supplies. Conducted thorough intake by gathering necessary information for patient referrals, including demographics, medical documentation, physician details, diagnoses, and discharge information.
- Ensured all required documentation was prepared prior to delivery, including Certificates of Medical Necessity (CMN), prescriptions (RX), authorizations, and other related paperwork.
- Verified insurance eligibility and coverage, adhering to company guidelines and contracts to ensure accurate billing and reimbursement.
- Informed patients of financial responsibilities, including copays, shared costs, and deductibles, to ensure clarity and transparency regarding out-of-pocket expenses.
Data Processing Specialist
Desert Oasis Health Care
08.2022 - 01.2023
- Responsible for accurate submission of data for processing of all HCC claims created by the Coding Team.
- Ensure workflow deadlines are achieved timely and accurately.
- Processes HCC packets per procedure.
- Verifies every diagnosis code submitted on an audit packet against the HCC Risk Factor Table to determine if it hits an HCC.
- Keys responses accurately into ICode and Access database for tracking and reporting to management.
- Batches addendums where there is no EZ-CAP claim and forwards to the Claims Department for processing.
- Monitors hospital discharges, coordinates retrieval of notes with Health Information Services. After notes are coded, keys charge into the database.
- Process data and correct errors through Business Solutions for Hospitalist billing.
PBX Operator
Desert Oasis Health Care
11.2021 - 08.2022
- Managed high-volume customer inquiries at Desert Oasis Health Care, resolving complex healthcare coverage issues while maintaining exceptional service standards.
- Coordinated with healthcare providers and insurance teams to facilitate seamless patient care solutions and coverage verification.
- Led cross-functional initiatives to optimize customer response protocols, resulting in enhanced patient satisfaction and reduced wait times.
- Managed multi-stakeholder communication between healthcare providers, insurance companies, and patients to resolve coverage disputes effectively.
- Tracked and analyzed customer interaction patterns to identify service gaps, leading to improved response strategies and patient care outcomes.
- Maintained customer records in an organized and up-to-date manner.
- Trained and mentored new PBX operations employees.
Clinic Assistant
Desert Oasis Health Care
09.2021 - 11.2021
- Answered telephones and assist patients with various requests. If unable to assist, the clinic assistant will triage to the appropriate provider.
- Assisted with documenting clinic activities and updated medical records.
- Accepted cash payments, adjusted balances and submitted records to accounting.
- Maintained adequate stock of medical supplies, equipment and forms in clinical areas.
- Set appointments for patients and reached out to reschedule appointments due to provider availability.
- Protected patients by following strict HIPAA protection requirements and internal data security procedures.
Receptionist
Face Surgical Center
01.2020 - 09.2021
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Handled cash transactions and maintained sales and payments records accurately.
- Made contact with insurance carriers to discuss policies and individual patient benefits.
- Achieved insurance pre-authorizations to enable timely patient procedures.
- Streamlined workflow for medical providers by obtaining necessary referrals and authorizations for services.
- Confirmed appointments, communicated with clients, and updated client records.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
Education
Bachelor of Science in Psychology -
Grand Canyon University
Phoenix, AZ05.2028
Certificate Of Completion - Medical Administrative Assistant
Milan Institute
Palm Desert, CA12-2019
High School Diploma - undefined
Mount San Jacinto High School
Cathedral City, CA12.2018
Skills
- Fluent bilingualism
- Medical Terminology
- Multitasking
- Customer Service
- Medical Records
- Insurance Verification
- Administrative Support
- EMR
- ICD-10
- HIPAA compliance
Timeline
Resident Service Associate
The Remington Club
10.2024 - Current
Customer Service Representative
Special Care
03.2023 - 12.2024
Data Processing Specialist
Desert Oasis Health Care
08.2022 - 01.2023
PBX Operator
Desert Oasis Health Care
11.2021 - 08.2022
Clinic Assistant
Desert Oasis Health Care
09.2021 - 11.2021
Receptionist
Face Surgical Center
01.2020 - 09.2021
High School Diploma - undefined
Mount San Jacinto High School
Bachelor of Science in Psychology -
Grand Canyon University
Certificate Of Completion - Medical Administrative Assistant
Milan Institute
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