Tela Fields
Sacramento
Summary
Ambitious Receptionist equipped to handle front desk operations greeting guests, routing correspondence, and solving immediate issues. Goal-oriented and meticulous professional with outstanding computer skills and telephone etiquette. Committed to contributing to company growth.
Overview
12
12
years of professional experience
1
1
year of post-secondary education
Work History
HUSC
Sacramento
01.2024 - Current
- Reception and clerical functions for the nursing station
- Coordinates patient care activities with other departments to include programming and answering call lights
- Arranging transport services for transporting patients to other areas of the hospital, ancillary services
- Stocking supplies and forms, doing audits, and functions related to admissions, transfers and discharges of patients
- Acts as a greeter for the unit, greeting new patients and their families, updates the unit white board
- Provide direct patient care to total care individuals with respiratory needs, including tracheostomy.
- Transferring, making beds, reporting any concerns or observations to the nurse.
- My commitment to health and safety included using personal protective equipment to minimize exposure to infectious patients.
- Documented flow sheets notes, charts, and similar records was informative and descriptive.
- Ensure equipment is in good condition and notifying maintenance for repairs.
- Answer call lights promptly and charting
Teleservice Representative
Kaiser Permanente
Sacramento
11.2019 - Current
- Identifies the purpose of the member's call and processes the call according to the appropriate script.
- Provides facility and provider information and some laboratory results, makes and cancels appointments, transfers members to Advice Nurses, intakes information from members, and composes messages for providers.
- Resolves problems with facility teleservice teams.
- Effectively processes calls in a systematic and organized manner following Call Center scripts, policies and procedures.
- Processes calls accordingly from hearing-impaired members.
- Receives and relays information regarding appointment cancellations.
- Handles continuous inbound telephone volume.
- Records instructions from provider in PARRS.
- Updates member demographics
- Works collaboratively with members and staff across all service lines.
- Functions as a team member to achieve Call Center goals.
- Supports and demonstrates Kaiser Permanente's/Call Centers customer service philosophy and manages calls in a professional manner.
- Oral Communication Listens and gets clarification to ensure that instructions and requests are fully understood.
- Complies with departmental standards, policies and procedures regarding training, injury prevention, management of workload, and safety/emergency situations.
- Handles inquiries and complaints pursuant to procedure.
- Demonstrates an awareness and sensitivity to patient/family rights.
- Ability to maintain clear communication allowing me to effectively answer patients inquires regarding testing process and types.
- Participate in any ongoing training programs to stay updated with medical procedure guidelines.
- Swabbed patients for covid 19 test in compliance with state regulations and managed the organization of the check in process by direction traffic.
Mosc II
Sacramento
10.2020 - 05.2024
- Knowledge of ICD-10, CPT and HCPCS coding sufficient to identify services performed, including diagnoses, procedures, and supplies.
- Effective communication skills for busy call center
- Knowledge of health care insurance systems, which may include Medi-Cal, MediCare, HMO, PPO, fee-for-service, county funded coverage, and workers' compensation, sufficient to properly obtain and track authorizations, appoint patients, make referrals for consults, diagnostics and ancillary services, coordinate hospital services, complete and submit billing documentation, and explain provisions and requirements to patients.
- Typing skills sufficient to use computer keyboard for timely and accurate input and production.
- Use of EMR System to review and update patient records.
- Schedule appointments and review referrals
- Verification of medical insurance using OneSource passport & the medi-cal website
- Send correspondence to MD, NP, RN & MA when applicable.
- Writing skills, using proper English grammar, spelling, and punctuation, sufficient to compose messages and/or routine correspondence, which is clear, concise, and easy to understand.
- Performs other duties as assigned such as uploading referrals for NPR team and placing 2nd calls to patients for ready to schedule referrals.
- Assist with Cancer Center Projects such as processing authorizations
- Assisted patients with daily living activities promoting independence and dignity
Eligibility Screener
GetixHealth
Sacramento
04.2019 - 11.2019
- Maintain the appropriate level of work activity according to work standards and establish work processes to ensure timely certification for eligibility programs.
- Retrieve and forward requested records and information, including medical records, insurance policy information, remittance advice, and itemized statements, to appropriate parties.
- Analyze, distribute, and follow-up on special requests and adjustments with hospital personnel.
- Maintain consistent proactive communication with the patient or patient representative throughout the eligibility process, keeping the patient informed of the account progress.
- Screen patients and/or patient representatives to determine potential eligibility for Third Party resources.
- Communicate effectively with physicians, case managers, social workers, and hospital business office staff daily to ensure questions are answered and issues are addressed.
- Document pertinent patient information and all work activity in the appropriate systems dictated by company policies and procedures.
- Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties.
Patient Access Specialist
Phoenix Childrens Hospital
Phoenix
12.2018 - 04.2019
- Accurately documents all information in the appropriate fields and/or account notes. Maintains accuracy when entering demographic and insurance information in the system.
- Arrives patients who present for professional and hospital services that have been pre-registered and collect co-pay and deductible amounts. Obtains all necessary signatures from the Guarantor at the time of registration or arrival.
- Identifies and refers uninsured and underinsured patients to the Financial Counselor or similar appropriate representative as necessary.
- Participates in a variety of unit and hospital educational programs to maintain current skill and competency levels.
- Performs registration in appropriate HIS system, verifies insurance coverage, obtains authorization for patients who present for professional and hospital services and have not been pre-registered.
- Inquires patient account system(s) to identify any previous unpaid liability in AMPFM/Misys or similar database.
Patient Access Care Specialist
Banner University Medical Center
Phoenix
05.2018 - 12.2018
- Provides leadership and training to Patient Access care specialist.
- Provides leadership for the team by successfully leading special projects, training staff, providing suggestions to improve processes and serving as a resource for complex and sensitive accounts.
- Responds to incoming calls and makes outbound calls as required to remind patients of any upcoming appointments.
- Excellent customer service to patients, patient families, providers, and other internal and external customers.
- Ensures patients have been cleared for specialty office visits.
- Resolves pre-certifications, registration and case related concerns prior to patient's appointments.
- Gathers patient insurance carriers, financial counselor to make the patient financial obligations for serviced provided.
- Acts a liaison between hospitals, physicians, health plans, vendors, and patients or other referral source.
- Verify insurance obtain authorizations.
Patient Financial Services Rep
Banner University Medical Center
Phoenix
05.2015 - 05.2018
- Performs registration/check-in processes, including but not limited to performing data entry activities, providing patients with appropriate inform.
- Verifies insurance eligibility benefits for services rendered with the payors and documents appropriately.
- Assists in obtaining or validating pre-certification, referrals, and authorizations.
- Calculates and collects patient liability according to verification of insurance benefits and expected reimbursement.
- Explains and provides financial policies and available resources for alternative payment arrangements to patients and their families.
- Assists in responding to requests for patient medical records according to company policies and procedures, and state and federal laws.
- Provides a variety of patient services to assist in patient flow including but not limited to escorting patients, taking vitals and patient history, assisting in patient treatment, distributing mail and fax information, ordering supplies, etc.
Customer Service Rep
Care Centrix
Phoenix
05.2015 - 05.2016
- Receives and responds to incoming calls or faxes from providers, referral sources, and potential patients.
- Accurately enters information to begin the referral process into the Care Centrix portal and
- Accurately records the outcome of calls in the proper screen.
- Collects and enters clinical and demographic information to begin the referral process along with verifying eligibility and benefits information by contacting health plans or payors to ensure services provided will be covered by the carrier.
- (e.g., deductible amounts, co-payments, effective date, preexisting clauses, levels of care, authorization, visit limitations, documentation required to process claims, etc.).
- Accurately documents all communications and decisions into a computer database.
- Consults applicable Payer Fact Sheets in Intake Process. Works with other staff and patients to identify potential solutions as problems are identified with payer sources.
- Identifies potential payer sources, obtains authorization from the authorizing entity. Accurately documents conversations and decisions with payer sources.
- Responsible for logging all interactions and thoroughly following up with members and providers.
Customer Service Rep
Cigna
Phoenix
05.2013 - 05.2015
- Determination of out-of-pocket costs related to medical or dental office visits, prescription medications, inpatient and outpatient procedures, diagnostic imaging for treatment of injuries, medical equipment and preventive care.
- Understanding of payments and claims related to office and hospital visits and medical and dental procedures, and thoroughly explaining how customer benefits are applied to costs associated with these visits and procedures.
- Finding an in-network primary care or specialist doctor in a geographical area or specialty.
- Education on disease management programs and healthy living programs personalized to the customer's medical condition or health improvement goals.
Education
Business Administration -
Carrington College
Sacramento, CA 01.2021 - 05.2022
H.S. Diploma -
Las Palmas Adult School
Skills
- Medical Records
- Call Center Experience
- Fast Learner
- Strong Communication Skills
- Customer Service
- Problem Solver
- Insurance Verification
- Patient Appt Scheduling
- Typing 50 wpm
- Epic System
- Operating Systems
- Information Security
- Leadership
- Team Player
- Data Entry
- Microsoft Office
- Medical Office Administration
- Patient Care
- EMR System
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Timeline
HUSC
01.2024 - Current
Business Administration -
Carrington College
01.2021 - 05.2022
Mosc II
10.2020 - 05.2024
Teleservice Representative
Kaiser Permanente
11.2019 - Current
Eligibility Screener
GetixHealth
04.2019 - 11.2019
Patient Access Specialist
Phoenix Childrens Hospital
12.2018 - 04.2019
Patient Access Care Specialist
Banner University Medical Center
05.2018 - 12.2018
Patient Financial Services Rep
Banner University Medical Center
05.2015 - 05.2018
Customer Service Rep
Care Centrix
05.2015 - 05.2016
Customer Service Rep
Cigna
05.2013 - 05.2015
H.S. Diploma -
Las Palmas Adult School