1. Job Experience:
*Dell Children’s Medical Center October 2013 to present
*Patient Access Representative II
• Successful demonstration of PAR I competencies
• Screens and directs incoming calls for department as needed
• Books new patient appointments utilizing hospital computer system
• Books follow-up appointments
• Confirms in advance patient appointments
• Assist families with scheduling processes for clinic by providing forms needed before
scheduling and obtaining all required information
• Create accounts utilizing hospital system for front desk registration
• Prep forms for clinic
• Post clinic data entry and filing
• Make outgoing calls to patients and physicians’ offices to obtain missing information
from incoming physician referrals
*Internal Revenue Service March 2013 to April
2013
*Mail File/Clerk
Accountable for opening and sorting mail
Screening documents, forms, and letters
Identifying forms or documents that require special priority handling and treat and File
accordingly so they reach their departments.
*UniversityMedical Center Brackenridge November 2012 to October
2013
*Patient Access Rep I
• Accountable for one particular scope of service such as: a) Serving as a clerk/
receptionist and/or a customer service representative. b) Clinics Registration/processing one
time patients only. c) Inpatient or Outpatient services which may include but not limited to the
following services: Radiology services, Pain Management, Diabetic Education, Day Surgery,
Endoscopy, ADT transactions, etc. d) Pre-registration. e) Cashiering
• Obtains and screens demographic, insurance, and financial information from patient or
guarantor. Enters data in computer system in an accurate manner.
• Explains all required forms to the patient or guarantor and obtains the necessary
signatures.
• Ensures medical necessity compliance by obtaining necessary data, reviewing
Compliance System, communicating information to patient or guarantor and obtaining
necessary signatures.
• Protects the financial integrity of the facility by collecting patient liability, establishing
payment arrangements, discussing payment options and screening for eligibility.
• Verifies insurance eligibility and benefits and ensures all notifications and authorizations
are completed within the required timeframes.
• Processes payments and generates the appropriate patient receipts
• Communicates in an effective and professional manner with Physicians, ancillary
departments, nursing units, physicians' office staff, insurance companies, as well as patients

2. and their families (all Patient Access customers). Completes thorough and accurate
documentation.
• Adheres to all Seton Healthcare Network policies, procedures, and standards, within
budgetary specifications, including time management, supply management, productivity, and
accuracy of practice.
• Promotes individual professional growth and development by meeting requirements for
mandatory/continuing education, skills competency, supports department-based goals which
contribute to the success of the organization.
*Seton Kozmetksy Clinic
*Customer Service Representative July 2009 to November 2012
• Receives, assists and discharges patients in person and on the telephone
• Schedules patient appointments
• Collects fees and maintains accounts receivable desk
• Performs a variety of clerical duties utilizing billing department
• Enters and/or screens data into a database such that patient information is complete and
accurate
• Assists in responding to patient and third party inquiries received by phone or mail
• Prepares and maintains medical records
• Sorts, codes, files, retrieves and purges patient charts, accounts and documentation, as
directed by Supervisor
• Files, retrieves and delivers health care information to and from patient areas
• Screens, and sorts mail so they will be delivered to appropriate party
• Performs duties with competency and efficiency in an independent and consistent
manner, with minimal supervision
• Complies with JCAHO, Seton and departmental standards
*Unisys – Quality Assurance and Call Reception Centre TeamLead
* Unisys Call Reception Center TeamLead December 2007 to April 30, 2009
• Supervised agents’ work and processed all service requests ticket for the team.
Tickets were screened for proper handling and documentation following the proper processes
supplied by clients.
• Supported 4 major Federal different contracted clients, all having their specific process
and procedures.
• Insured the clients SLA’s (Service Level Agreement) are met from proper handing,
timing, proper routing process, documentation and follow-up with the agents on their own
progress to ensure that the overall goals and objectives were met for each agent.
* Quality Assurance TeamLead May 2003 to April 30 2009
• Insured all resources and the database were functioning properly
• Daily reports using Excel, keeping track of the agents work and progress, as well as
monthly progress. Daily feedbacks were sent out to the team as well as other Team Leads
within our organization that relied on the Survey Results for reporting purposes.
• Provided constant supervision to make sure that the agents were meeting the targets on
an individual basis as well as meeting team goals.
• Communication was my strong point and a key point on my team.

3. • Documented our progresses on a regular basis with our supervisor via email and would
follow-up face to face.
• Additional duties: Training the Bangalore, India survey team via conference calls and
Net Meetings.
* Unisys Surveyor Agent March 2001 to May 2003
• Called back the different clients that Unisys supports to conduct surveys based on the
customers’ satisfaction and to ensure that they were entirely satisfied by documenting the
information to help Unisys improve on providing better service.
• Acted as a mentor to other agents and insured the agents were following the
procedures.
• Issued daily assignments based on a forecast report. Resolve any issues that would
arise.
• Provide daily information and issues reports to the supervisor and manager via
email.
* Unisys Customer Service Agent July 2000 to March 2001
• Created tickets for clients via email attachments for computer moves on installations.
• Callbacks with clients’ issues to make insure that everything was resolved and follow up
with issues that where not properly handed.
• Process requests from incoming calls to perform tasks as creating tickets for service or
to close out a resolved ticket.
Education:
• LBJ High School, Austin, TX – Graduated in 1999
Honors in Math, Science, English, Social Studies, and Spanish;
• Some College education at Austin Community College (pre-req courses for medical
field)
Skills:
• Bilingual (Spanish and English) – fluent in writing, speaking, and reading
• Skill in use of personal computer and various software applications to include databases,
spreadsheets and word processing (Microsoft Word, Outlook, Excel, PowerPoint, Access)
• Data Entry Keyer (keyboarding skills, type 35+ wpm)
• Customer service oriented – recognized for Great customer service.
• Conflict Resolution
• Ability to communicate effectively, both orally and in writing, in a tactful and diplomatic
manner.
• Ability to establish and maintain effective working relationship with others.
• Reliable and Dependable
• Adaptable to changes
• Fast learner
• Ability to manage time to achieve assigned goals and objectives.
• Ability to coordinate, compute, and analyze work distributed in the unit
• Attention to Detail
• Ability to work independently under limited supervision
• Skill in researching and processing high volumes of work within established time frame

4. • Skill in interpreting and responding to inquiries regarding rules, regulations, policies and
procedures.
• Skill in applying business English, grammar and composition in preparing routine
correspondence, reports, forms and documents.
• Ability to train or mentor others.