Frances Otero
Philadelphia
Summary
Dynamic Patient Coordinator with extensive experience at Thomas Jefferson Hospital, excelling in electronic health records and insurance verification. Proven ability to enhance patient satisfaction through effective communication and education. Bilingual in Spanish, adept at managing high call volumes while ensuring HIPAA compliance and fostering strong patient relationships.
Overview
6
6
years of professional experience
Work History
Front Desk Receptionist
Thomas Jefferson Honickman Center
Philadelphia
07.2024 - Current
- Greeted and assisted visitors in a professional and friendly manner.
- Scheduled appointments and maintained calendars for office staff and management.
- Handled client inquiries, providing accurate information and resolving issues promptly.
- Greeted customers warmly and made them feel welcome.
- Maintained an organized reception area and ensured that all guests were attended to promptly.
- Performed data entry into computer systems to maintain accurate records of customer information.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Assisted with scheduling appointments for clients and visitors.
- Resolved any customer complaints or issues in a timely fashion following established protocols.
- Provided administrative support such as filing documents, photocopying and scanning materials.
- Handled cash transactions accurately, balancing the register at the end of each shift.
- Explained policies and procedures to visitors.
- Signed for packages, recorded deliveries, and distributed to personnel.
Patient Access Representative
Thomas Jefferson Hospital Hematology
Philadelphia
12.2022 - 03.2024
- Greeted patients and verified insurance information for seamless registration.
- Scheduled appointments using electronic health record systems for efficient patient flow.
- Managed incoming calls, addressing inquiries and directing them to appropriate departments.
- Coordinated with insurance companies to resolve coverage questions and issues.
- Maintained patient confidentiality while handling sensitive medical information securely.
- Applied HIPAA privacy and security regulations while handling patient information.
- Collected co-pays and other payments from patients at time of service.
- Answered phones promptly in a professional manner.
- Scanned documents into electronic medical records system.
- Greeted patients and visitors in a courteous and professional manner.
- Verified insurance coverage for services provided by the facility.
- Registered patients by completing face-to-face interviews to obtain demographic, insurance, and medical information.
- Obtained necessary signatures for privacy laws and consent for treatment.
- Created new patient accounts in EMR system as needed.
- Performed pre-registration functions such as verifying demographic information, obtaining authorizations, and collecting deposits and co-payments.
- Communicated financial obligations to patients and collected fees at time of service.
- Assisted with scheduling outpatient appointments.
- Managed incoming faxes related to patient registration processes.
- Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.
- Responded to patient inquiries regarding billing or financial matters.
- Processed patient responsibility estimate determined by insurance at pre-registration.
- Handled high volume of incoming calls, providing exceptional customer service to patients and families.
Patient Coordinator
Thomas Jefferson Hospital Vascular Surgery
Philadelphia
04.2019 - 12.2022
- Coordinated patient appointments and managed scheduling efficiently.
- Maintained patient records using electronic health record systems.
- Assisted patients with insurance verification and billing inquiries.
- Communicated effectively with medical staff regarding patient needs.
- Handled incoming calls and responded to patient inquiries promptly.
- Educated patients on services and resources available within the facility.
- Answered incoming calls from patients, providers, and insurance companies in a courteous manner.
- Coordinated patient appointments and maintained appointment schedule.
- Monitored compliance with HIPAA regulations regarding confidentiality of patient information.
- Processed referrals from primary care providers for specialist consultations or treatments.
- Provided support to patients regarding insurance coverage, payment plans, and other financial matters.
- Greeted guests warmly and provided information about services and amenities.
- Coordinated guest check-in and check-out processes efficiently.
- Assisted in resolving guest inquiries and concerns promptly.
- Maintained cleanliness and organization of the lobby area.
- Greeted customers, answered general questions and directed to appropriate locations.
- Promptly responded to customer inquiries and resolved complaints to promote loyalty.
- Greeted and assisted visitors in a professional and friendly manner.
- Managed incoming calls, directing them to appropriate departments efficiently.
- Scheduled appointments and maintained calendars for office staff and management.
- Handled client inquiries, providing accurate information and resolving issues promptly.
- Greeted customers warmly and made them feel welcome.
- Performed data entry into computer systems to maintain accurate records of customer information.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Assisted with scheduling appointments for clients and visitors.
- Resolved any customer complaints or issues in a timely fashion following established protocols.
- Handled cash transactions accurately, balancing the register at the end of each shift.
Education
High School Diploma -
Little Flower High School For Girls
10th And Lycoming05-1994
Skills
- Electronic health records
- Insurance verification
- Appointment scheduling
- HIPAA compliance
- Patient education
- Customer relationship management
- Fluent in Spanish Speaking
- Epic
- Emdeon
- IDX
- Medical terminology
- Data entry
- Healthcare industry
Timeline
Front Desk Receptionist
Thomas Jefferson Honickman Center
07.2024 - Current
Patient Access Representative
Thomas Jefferson Hospital Hematology
12.2022 - 03.2024
Patient Coordinator
Thomas Jefferson Hospital Vascular Surgery
04.2019 - 12.2022
High School Diploma -
Little Flower High School For Girls
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