Cassandra Torres
CommonSpirit Health
Lakewood
1
Language
12
years of professional experience
Detail-oriented Patient Access Representative experienced in facilitating patient registration and ensuring HIPAA compliance. Resolved inquiries to enhance patient satisfaction while managing high-pressure environments. Developed training manuals and led new hire training, contributing to process improvements in eligibility services.
Work History
Patient Access Representative
6 Years 4 Months- Ensure accurate insurance verification and eligibility determination for patients.
- Facilitate patient registration and appointment scheduling using electronic health record systems.
- Enhance overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
- Collaborated with clinical staff to streamline patient flow, improving operational efficiency and reducing wait times.
- Provide excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Collaborate with clinical staff to streamline patient flow and improve operational efficiency.
- Facilitate smooth billing processes by verifying insurance eligibility, obtaining authorizations, and accurately entering claim details into the system.
- Ensure compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Managed challenging situations by remaining calm under pressure, effectively resolving conflicts and professionally addressing patient concerns.
- Enhanced patient experience through empathetic communication and clear explanations of insurance benefits and coverage.
- Train new team members on policies, procedures, and system navigation protocols.
- Maintain accurate patient records, contributing to a well-organized database for seamless information access across departments.
Eligibility Technician Lead
10 Years 8 Months- Processed applications accurately, maintaining attention to detail in data entry and documentation verification.
- Collaborated with team members to improve workflow efficiency and streamline eligibility determination processes.
- Provided training and training guides to new hires, enhancing team performance and knowledge sharing.
- Developed standard operating procedures, enhancing consistency in application processing practices across the department.
- Led cross-departmental initiatives to implement new technology solutions, improving overall operational effectiveness in application processing.
- Assisted applicants with navigating the online application process, offering guidance on required documentation and submission procedures.
- Aided in the development of training materials and resources for new hires, ensuring a comprehensive understanding of application processes and requirements.
- Streamlined application processing time for faster results, optimizing workflow management and prioritization strategies.
Education
High School Diploma
Skills
Patient registration
Appointment scheduling
Insurance verification
HIPAA compliance
Insurance billing
Payment processing
EMR
Data management
Healthcare systems navigation
Multitasking and organization
Process improvement
Customer service
Phone and email etiquette
Medical terminology
Problem-solving
Team collaboration
Strong empathy
Flexible schedule
Financial processing
Payment processing
Data management
Languages
Spanish
Professional Working
Timeline
Patient Access Representative
CommonSpirit Health
04.2020 - CurrentRead More
Eligibility Technician Lead
City and County of Denver
11.2014 - 07.2025Read More
Abraham Lincoln High School
High School Diploma
Read More