Teresa Zapp
Banning,CA
Summary
Knowledgeable and dedicated customer service professional with extensive experience in medical equipment and healthcare industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
12
12
years of professional experience
Work History
Patient Access Representative II
Desert Regional Medical Center
07.2023 - Current
- Collect and enter patient demographic and insurance data into computer database to establish patient's medical record.
- Greet and assist patients with check-in procedures.
- Receive patient co-pay amounts and discuss options to satisfy remainder of patient financial obligations.
- Ensure compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
Branch Coordinator
Apria Healthcare
09.2019 - 05.2023
- Coordinated and assigned service call requests.
- Performed duties in office environment during operating hours.
- Supported supervisor with special projects and additional job duties.
- Established and checked coding procedures, monitored reports and updated internal files.
- Worked with Sales team on completing documentation requirements on behalf of patients.
- Assist patient scheduling.
- Collect credit card/billing information as needed.
- Carry out scanning, filing, and faxing records.
- In addition to setup or return of equipment, may instruct patients, complete paperwork, explain insurance and out-of-pocket expenses, handle patients, retrieve equipment from warehouse, and reconcile.
- Performed outbound customer satisfaction calls to patients and referrals.
- Verified patient insurance via phone or website.
Customer Quality Specialist
Apria Healthcare
07.2012 - 09.2019
- Verify Medi-Cal and Medicare eligibility.
- Promoted available products and services to customers during service, account management, and order calls.
- Obtain written/verbal authorization for medical equipment for appropriate resources.
- Make patient contact to ensure order accuracy such as patient demographic information, ordering physician, ordered equipment.
- Resolve patient/customer complaints by identifying problems and coordinating appropriate corrective action and/or escalation to remedy order discrepancies.
- Comply with and adhere to all government and non-government insurance regulatory compliance policies and procedures for "best practices" conditions as branch coordinator and customer quality specialist.
- Recommended products to customers, thoroughly explaining details.
- Trained new personnel regarding company operations, policies and services.
Education
General Office Services
Crafton Hills College
Yucaipa, CASome College (No Degree) - Medical Office Management
Bryman Career College
San Bernardino, CAHigh School Diploma -
Beaumont High School
Beaumont, CASkills
- Reimbursement Processing
- Insurance Verification
- Customer Inquiries
- Document and Records Management
- Policy and Procedure Adherence
- Understanding Customer Needs
- Customer Data Confidentiality
- Administrative and Office Support
- Medical terminology
- HIPAA compliance
- Credit card payment processing
- Patient registration
Timeline
Patient Access Representative II
Desert Regional Medical Center
07.2023 - Current
Branch Coordinator
Apria Healthcare
09.2019 - 05.2023
Customer Quality Specialist
Apria Healthcare
07.2012 - 09.2019
General Office Services
Crafton Hills College
Some College (No Degree) - Medical Office Management
Bryman Career College
High School Diploma -
Beaumont High School
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