1. Robert Racela
3963 W. Belmont Ave Unit 228
Chicago, IL 60618
847-254-4056
rracela@gmail.com
Objective
To gain knowledge to further my career and pursue a more challenging field that will be an addition to my work experience
Summary of Qualifications
• Multiple service recognitions for service excellence
• Honest, reliable, productive, and able to work under pressure and operate in a fast-paced environment with
excellent reputation to both customers and co-workers as a competent, knowledgeable, and helpful professional
• Utilize and operate multiple computer systems concurrently
• Knowledgeable in medical and health insurance terminology
• Proficient with EPIC systems application (EPIC SuperUser)
Work History
NorthShore University HealthSystem – Skokie, IL March 1, 2011 – Present
Patient Access Representative I
• Answer all incoming calls utilizing the EPro phone system to schedule appointments for hospitals and medical
group offices
• Schedule and register procedures for patients (i.e. MRI, CT, Gastroenterology, Cardiac Imaging, PM&R,
Ultrasound)
• Respond to customer inquiries via telephone and facsimile within a specified time
• Communicate registration activities to patients and clinical staff
• Deliver exceptional customer service care
• Strong verbal communication skills
• Patient Access Advisory Council Chairman
NorthShore University HealthSystem – Skokie, IL December 23, 2011 – March 1, 2011
Patient Support Associate (Resource)
• Provide frontline administrative and clerical support
• Answer all incoming calls to schedule appointments for internal medicine, family, and pediatric physicians
• Assist patients with any medical coding or billing issues
• Scheduling all new and established patient visits in accordance with patient preference and physician
availability
• Maintaining the physician’s appointment calendar
• Respond to customer inquiries via telephone, facsimile, and written correspondence within a specified time
• General clerical/secretarial skills
• Collected co-pays and deposited into safe
NorthShore University HealthSystem – Skokie, IL March 1, 2010 – December 23, 2011
Practice Support Center Supervisor (NorthShore Neurological Institute)
• Monitor, evaluate, and execute performance standard expectations with employees
• Responsible for hiring, training, delivering performance improvement plans, and initiating the corrective action
process with new and existing employees
• Responsible for creating and upkeep of the NorthShore Neurological Institute and Practice Support Center
Primary Care workbook using Excel
• Identifying and prescribing workflow changes based on daily business needs
• Managing and implementing new practice integrations
• Strong knowledge of Microsoft Word and Excel
• Strong analytical and organizational skills
• Strong verbal and written communication skills
• Performs all duties of a Patient Support Associate
• API Payroll Processing

2. Evanston Northwestern Healthcare – Skokie, IL September 26, 2004 – December 2008
Patient Access Associate
• Register patients in EPIC (Citrix Metaframe)
• Schedule appointments and procedures for patients and verify insurance for 17 different medical group offices
with 100+ physicians
• Communicate registration activities to patients and clinical staff
• Create messages for medication, order, and referral requests
• Deliver exceptional customer service care
• Strong verbal communication skills
Evanston Northwestern Healthcare – Skokie, IL August 17, 2003 – September 26, 2004
Patient Service Representative III
• Provide frontline administrative and clerical support
• Answer all incoming calls to schedule appointments for 3 family physicians
• Assist patients with any medical coding or billing issues
• Scheduling all new and established patient visits in accordance with patient preference and physician
availability
• Maintaining the physician’s appointment calendar
• Ordering office supplies as needed
• Respond to customer inquiries via telephone, facsimile, and written correspondence within a specified time
• General clerical/secretarial skills
• Collected co-pays and deposited into safe
Evanston Northwestern Healthcare – Skokie, IL April 27, 2003 – August 17, 2003
Patient Service Representative II
• Team Leader position
• Deliver and pick-up charts to 5 different departments
• File and create charts for new and existing patients
• Create spreadsheets for patients who have not recently seen a physician within a certain period
• Conducted daily rounds to ensure that all physicians have the patient charts that have appointments
• Purging of charts
• Lifting of boxes weighing 15-20lbs filled with purged charts
Abilities/Training/Computer Skills
• Certified in Telephone Skills and Customer Service
• Certified in Ensemble PRO telephone system
• Certified in Medical Coding and Billing
• Certified in EPIC system (Citrix Metaframe)
• Software: Microsoft Word and Excel
• Word Processing: 40-50 wpm, 90% accuracy
Education
Oakton Community College to obtain GED – Des Plaines, IL
Niles North High School – Skokie, IL