Elysse Banderas
Los Angeles
Summary
Compassionate Patient Communication Representative known for high productivity and efficient task completion. Possess specialized skills in patient advocacy, conflict resolution, and health information confidentiality. Excel in empathy, active listening, and verbal communication to enhance patient satisfaction and support healthcare team coordination.
Overview
15
15
years of professional experience
2008
2008
years of post-secondary education
Work History
Patient Communication Representative
UCLA Health
Los Angeles
03.2014 - Current
- Key Responsibilities & Description:Patient Liaison: Serving as the first point of contact for various clinics and services, handling, patient-to-physician, and physician-to-physician communication.
Scheduling & Registration: Utilizing Epic/CareConnect EMR systems to register patients and schedule appointments.
Navigation: Guiding callers to appropriate services based on provided information and established protocols.
Data Management: Maintaining high-level accuracy in data entry and utilizing web-based resources to assist callers.
Service Standards: Adhering to CI-CARE (UCLA's patient satisfaction) principles - Facilitated patient communication through phone and online inquiries.
- Managed appointment scheduling and rescheduling for diverse patient needs.
- Coordinated with medical staff to relay important patient information accurately.
- Skills: Strong verbal and written communication, critical thinking, and proficiency in PC Windows applications.
- Environment: Ability to work in a high-volume, often remote or hybrid, call center environment.
- Preferred: experience with Epic/CareConnect
Patient Registration Representative
Whittier Hospital Medical Center
Whittier
01.2011 - 03.2014
- The Patient Registration Representative I performs all tasks related to pre-registration and registration of inpatient and outpatient services. This role ensures accurate patient information, insurance verification, and upfront collections while delivering exceptional customer service.
The position includes interviewing and screening uninsured patients for Hospital Presumptive Eligibility (HPE) and Uncompensated Care Programs, assisting with Medi-Cal applications, and maintaining accurate documentation in compliance with state and federal regulations.
Emergency Registration Representatives will expand registration expertise while developing fundamental financial counseling skills, including knowledge of PIH Health's diverse financial assistance programs.
Required Skills & Qualifications
Core CompetenciesExcellent written and verbal communication skills
Strong attention to detail and accuracy
Ability to multitask in a fast-paced, high-pressure environment
Strong analytical and problem-solving skills
Ability to act independently and make sound decisions
Exceptional customer service and phone etiquette
Technical SkillsStrong computer skills
Proficient in Microsoft Word and Excel
Ability to navigate multiple systems/screens efficiently
Typing speed 45+ WPM required
Knowledge & Experience1+ year of medical office or hospital experience preferred
Medical terminology strongly preferred
Insurance knowledge required
Insurance billing experience strongly required
Knowledge of HIPAA regulations with strict adherence
Additional RequirementsAbility to travel to off-site locations (Outpatient / Financial Counseling roles only)
Valid Driver's License (if applicable)
Bilingual Spanish or Mandarin preferred
EDUCATION & TRAININGHigh school diploma or equivalent required
Continuing education preferred
One year experience in a high-volume healthcare or medical office setting required
Completion of HPE Comprehensive Training Program and Certification required
DUTIES & RESPONSIBILITIES
Compliance & SafetyMaintain strict confidentiality of patient information per HIPAA and hospital policies
Ensure a safe patient environment and follow all safety practices
Adhere to all hospital, departmental, and regulatory policies
Guest Relations & Customer ServiceGreet patients, visitors, and staff courteously and professionally
Introduce self by name and use "How can I help you?" as the first interaction
Explain registration, screening, and eligibility processes clearly
Utilize translation services (including Stratus) when necessary
Maintain professional appearance per department dress code
Registration & DocumentationAccurately register patients within required timeframes
Verify insurance eligibility and demographic information
Scan and upload all required documentation into Access Manager
Prevent duplicate medical record creation
Obtain all required consents and signatures
Productivity Standards
Emergency Department:15-20 registrations per 8-hour shift
Complete registration within 30 minutes of patient arrival to bed
Admitting / Outpatient:18-20 full registrations or 30 pre-registrations per shift
Register patients within 15 minutes of arrival
Front Desk / OB Admitting:15-18 registrations per shift
Schedule OB procedures in Enterprise Scheduling System
Financial Screening & CollectionsConduct HPE and Uncompensated Care screenings
Assist patients with Medi-Cal and financial assistance applications
Collect co-pays, coinsurance, and self-pay liabilities per policy
Use Patient Payment Estimator (PPE) and Healthcare Payment Management system
Educate patients on insurance coverage and financial responsibility
Flexibility & TeamworkWillingness to work across all registration departments
Adjust schedule based on departmental and census needs
Support coworkers and assist patients as needed
Growth & DevelopmentParticipate in Performance Improvement initiatives
Engage in ongoing education and training
Demonstrate interest in career advancement (Registration Rep II / Financial Counselor)
Encouraged to obtain AAHAM CRCS Certification
Attendance & TimekeepingMaintain satisfactory attendance and punctuality
Follow PTO, call-off, and timekeeping policies
Accurate Kronos clock-in/out required
Limit Time Correction forms per policy
Education
Schurr High School
Montebello, CASkills
- Epic charting
- Patient registration
- Insurance verification
- Data management
- Healthcare compliance
- Customer relationship management
- Call center operations
- Problem solving
- Effective communication
- Communicating to patients and families
- Calm and effective under pressure
- Patient rights
- Insurance forms processing
- Reliability and dedication
- Patient advocacy
- Coordinate referrals
References
References available upon request.
Timeline
Patient Communication Representative
UCLA Health
03.2014 - Current
Patient Registration Representative
Whittier Hospital Medical Center
01.2011 - 03.2014
Schurr High School