Isaura Stoffel

• Proactive approach to customer service by listening to the patient, taking ownership of solutions and escalates issues as appropriate in order to resolve concerns.
• Manages the patient interaction from start to finish, which may include identification verification; confirming demographic and insurance on every patient; ensuring appropriate forms are provided, signed and witnessed at the time of the patient visit; verifying coverage including benefits, authorization, payer specific policy exclusions or limitations to coverage, collecting any patient responsibility and accurately preparing end of day reporting or payment reconciliation as needed.
• Educated patients on their benefits and explained the estimate provided to them in detail
• Assists patients with payment arrangements including financial assistance information, providing price estimates
• Achieved 200% of daily productivity quota resulting in being recognized as Top performer for nine months in a row
• Trained new coworkers and continue to be there for them when they have questions
• Knowledge and understanding of CPT (Procedure codes), ICD9 ,ICD10 and DRG's

• Executed billing tasks and recorded information in company databases
• Monitored outstanding invoices and performed collections duties
• Proficient in the use of the Success EHS practice management software system, including learning and applying new functionality as needed
• Developed knowledge of payer billing requirements (Medi-Cal, Medicare, Patient Eligible Payment Programs, and Commercial Insurances) as it applies to the data collected on encounters
• Conduct pre verifications for eligibility of benefits for patients where insurance will be used by the patient as their form of payment
• Review billing encounter information for the correct application of insurance or eligible patient payment program
• Manage daily reporting requirements (Batch Journal, CINCO, Deposits, and others as needed)
• Coordinate with clinic management for the timely completion of encounter corrections
• Assist in processing claims as needed
• Monitor utilized equipment and computer connectivity and report issues to the Site Manager.

• Operated ophthalmic equipment for patient eye examinations
• Explained pre- and post-operative procedures to patients and carefully reviewed surgical plans
• Measured and recorded visual acuity and color vision testing
• Conducted Goldman and Humphrey Visual Field Testing as part of overall vision evaluation
• Measured intraocular pressure using Goldman and Tonopen tonometry process
• Adjusted fit and conducted minor repairs to eyeglasses as part of patient fit process
• Measured corneal curvature using keratometer to determine axis and extent of astigmatism
• Instructed patient in care of use of various types of contact lenses, demonstrating insertion, removal and cleaning
• Applied eye medications and drops to dilate pupils in preparation for examinations
• Conducted corneal pachymetry as screening for Keratoconus, LRI surgery and glaucoma
• Reviewed inventory levels to check medications and other materials, placed orders and restocked supplies to meet forecasted needs.

• Operated ophthalmic equipment for patient eye examinations and prepared patients for examinations and surgeries
• Explained pre- and post-operative procedures to patients and carefully reviewed surgical plans
• Instilled anesthetic drops and assisted in laser treatments and minor procedures
• Measured and recorded visual acuity and color vision testing
• Conducted Goldman and Humphrey Visual Field Testing as part of overall vision evaluation
• Measured corneal curvature using keratometer to determine axis and extent of astigmatism
• Applied eye medications and drops to dilate pupils in preparation for examinations
• Performed lensometry and sit-lamp examinations
• Provided patients with detailed instructions for pre- and post-op care under physician supervision to promote healing and optimal recovery strategies
• Assessed patients for eye issues and checked visual acuity, color plates and papillary function
• Cleaned and sterilized ophthalmic or surgical instruments

• Conducted corneal pachymetry as screening for Keratoconus, LRI surgery and glaucoma
• · Promoted positive and smooth patient flow throughout facility, encouraging more efficient operations and boosting patient satisfaction
• · Worked well with patients, staff and manufacturer representatives to carry out successful office- and patient-related work each day.
• Assessed patient for eye issues and checked visual acuity, color plates and papillary function
• · Measured and recorded visual acuity and color vision testing
• · Conducted Goldman and Humphrey Visual Field Testing as part of overall vision evaluation
• Adjusted fit and conducted minor repairs to eyeglasses as part of patient fit process
• · Measured corneal curvature using keratometer to determine axis and extent of astigmatism
• Triaged phone calls from patients and outside contacts and handled in order of importance.
• Used Lensometer to measure and record lens power of existing prescriptive spectacles.
• Applied eye medications and drops to dilate pupils in preparation for examinations
• Reviewed inventory levels to check medications and other materials, placed orders and restocked supplies to meet forecasted needs

• Processed incoming drug orders by checking deliveries against paperwork and updating computer system
• Prepared bills for insurance companies and submitted required paperwork
• Located and measured medications according to prescription information, making modifications as instructed by pharmacists and providers
• Established and maintained patient profiles, updating organizational database with current information
• Communicated instructions to patients or caregivers about proper use and storage of drugs
• Assisted pharmacist by filling prescriptions for customers and responding to patient questions regarding prescription and medication-specific issues
• Counted and labeled prescriptions with correct item and quantity
• Prepared packaging and labels for prescriptions, verifying accuracy of dosage, side effects, interactions and refill instructions
• Completed cash register transactions by handling credit and cash payments using pharmacy register system
• Boosted sales and delivered outstanding customer service by assisting customers with pharmacy services, product questions and general store information.

• Updated policies and procedures, leading continuous improvement of resident assessments and care
• Determined need for special assessment activities for complex cases, effectively handling care plans
• Managed primary care doctor case load for special services for patients with special or extended need of help
• Coordinated and tracked outreach and follow-up calls to assigned managed care members
• Educated patients on various healthcare programs available
• Provided assistance to patients by coordinating transportation and interpreter services
• Assisted with patient specialty referrals
• Provided status reports to management on all operations and activities on a weekly basis
• Submitted patient data entries
• In charge of training the new care coordination staff on policies and procedures.
• Insurance enrollment specialist Certified.

• Provide coverage for all clinics within the organization at clinic director's request
• Register patients according to appointment time, urgency, and at nursing staff request.
• Responsible for initial screening process for new and established patients for various departments (General Medicine, Pediatrics, OB/GYN, Laboratory, Mental Health, Prenatal Support, Health Education, Radiology, Podiatry, ENT, Rheumatology, Optometry, Women's Health and Healthy Developmental Services).
• Incorporate AIDET skills when providing customer service to patients
• Responsible for all demographic forms including notice of privacy, consent for treatment, and Health Information Exchange/SDIR
• Responsible for screening and administering paperwork to patients for state funded programs such as: FPACT, EWC and CHDP
• Address financial responsibility based on insurance status, collect patient payments (copays, deposits,etc.) and issue receipts
• Maintain current updated patient information in agency's database/data entry
• Responsible for obtaining insurance information and verify insurance eligibility Verify PCP, and make PCP changes when necessary
• Maintaining adequate patient flow for patients that have appointments and also facilitate and ensure walk-in patient flow
• Schedule/Cancel/Reschedule and confirm appointments for patients
• Assist in call center as needed
• Provide Bilingual/Bi-literate information to patients (English/Spanish)
• Maintain constant and accurate communication with all staff
• Able to work well with team members and independently and all levels within the organization
• Prioritize duties, maintain neat and organized work area
• Able to perform other related duties as assigned or required
• Strong analytical and critical thinking skills and attention to detail and capability to remain calm and handle difficult situations professionally.
• Able to prioritize the urgency of multiple requests and then take charge to appropriately respond in a timely manner
• Daily cash drawer/money collection
• Assisted with insurance guides for all PSR's, and trained new staff on health centers' policies and procedures