Gabriela Rivera
Bethlehem
Summary
Dynamic Registration Specialist with extensive experience at Lehigh Valley Health Network, excelling in patient registration and insurance verification. Proven ability to enhance patient satisfaction through effective communication and problem-solving. Skilled in maintaining HIPAA compliance and electronic health records, ensuring accuracy and confidentiality in all interactions. Committed to delivering exceptional care and support.
Overview
6
6
years of professional experience
Work History
Registration Specialist
Lehigh Valley Health Network
09.2024 - Current
- Interviews patients using open-ended questions to obtain pertinent demographic, insurance (referral/authorization), and other information.
- Engages patients throughout the registration process to create a welcoming and positive patient experience whether in person or via phone.
- Ensures referring providers' orders are complete and match the appointment scheduled. Obtains a new order prior to test/treatment if order is incomplete or inaccurate.
- Scans insurance cards, scripts, patient identification, and all pertinent documentation including regulatory forms accurately.
- Secures signatures to ensure timely reimbursement, which includes consents signed specific to service(s) being rendered.
- Determines and collects patient financial liability and creates estimates, if applicable. Refers patients to financial resources as needed for assistance with financial counseling.
- Reviews daily schedule and identifies potential scheduling conflicts affecting department flow and confers with colleagues and providers for a resolution.
- Maintains compliance with registration accuracy.
Patient Care Partner
Lehigh Valley Health Network
01.2022 - 09.2024
- Ensured a safe and clean environment by adhering to infection control protocols, reducing risks of hospital-acquired infections.
- Assisted patients with activities of daily living, promoting independence and improving quality of life.
- Monitored vital signs, recorded accurate patient data, and reported changes in condition to the appropriate healthcare professionals for prompt intervention.
- Provided emotional support and encouragement to patients and their families during difficult situations.
- Facilitated effective communication between patients, families, and healthcare providers to ensure seamless coordination of care.
- Enhanced patient satisfaction by providing compassionate and attentive care to individuals in various medical settings.
- Performed routine nursing procedures such as wound dressing changes, catheter care, and blood glucose monitoring under the supervision of a registered nurse or physician.
- Administered basic first aid treatments as needed after falls or accidents within the facility.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Maintained clean and safe environment to promote patient safety and comfort.
- Assisted in transferring patients, beds and patient care equipment to other rooms adhering to necessary safety precautions.
- Documented patient information and care activities in electronic health record.
- Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
- Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
- Helped patients with self-feeding and assisted feeding, based on individual needs.
- Responded to patient requests for supplies and personal comfort items such as extra blankets.
- Maintained patient stability by checking vital signs and weight and recording intake and outtake information.
Call Center Representative
IQOR
10.2019 - 12.2021
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Sought ways to improve processes and services provided.
Education
No Degree - Health Science
Pennsylvania Institute of Technology
Media, PA06-2027
Skills
- HIPAA compliance
- Patient registration
- Insurance verification
- Appointment scheduling
- Accuracy and precision
- Confidentiality
- Problem-solving
- Verbal and written communication
- Healthcare experience
- Patient scheduling
- Office organization
- Follow-up skills
- Documentation and reporting
- Experience with Epic
- Pre-registration documentation
- Verification and eligibility
- Goal orientation
- HIPAA procedures
- Teamwork and collaboration
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Critical thinking
- Active listening
- Organizational skills
- Team collaboration
- Electronic health records
- Task prioritization
- Self motivation
- Professionalism
Timeline
Registration Specialist
Lehigh Valley Health Network
09.2024 - Current
Patient Care Partner
Lehigh Valley Health Network
01.2022 - 09.2024
Call Center Representative
IQOR
10.2019 - 12.2021
No Degree - Health Science
Pennsylvania Institute of Technology
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