CHRISTINA GARCIA
Lakewood
Summary
Patient Service Representative with 20 years of healthcare experience and 34 years in customer service. Expertise in analyzing case files to enhance inquiry response times and streamline communication with healthcare personnel. Committed to maintaining high ethical standards and regulatory compliance while effectively managing patient advocacy and education. Proven ability to coordinate busy offices and maintain professionalism in high-pressure environments.
Overview
28
28
years of professional experience
Work History
Patient Service Representative
Uptown Community Health Center
Denver
02.2025 - Current
- Prepared letters and documents for mailing as requested by supervisor or physician staff.
- Responded promptly to emails from patients regarding appointment changes or cancellations.
- Reviewed patient accounts for accuracy on a regular basis.
- Verified insurance information, collected payments, and scheduled appointments.
- Informed patients about payment options, billing policies, and procedures related to their visit or procedure.
- Processed referrals from primary care physicians to specialists for further treatment or evaluation.
- Assisted with scheduling follow-up appointments according to provider availability.
- Ensured all necessary paperwork was completed prior to patient visits.
- Maintained a clean and organized reception area.
- Performed administrative duties such as faxing, photocopying.
- Provided customer service by answering patient questions and addressing concerns.
- Inputted patient demographic data into electronic health record system.
- Greeted patients upon arrival and directed them to the appropriate area.
- Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
- Referred patients to appropriate professionals and services.
- Ran credit card batches and balanced deposits on daily basis.
- Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.
Patient Service Representative
Centura Health/Advent health
12.2017 - Current
- Provided exceptional customer service to patients, answering questions and addressing concerns as well as medical Staff.
- Verified insurance eligibility and coverage for patients.
- Entered patient demographic and insurance data into electronic medical record system.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Assisted patients in filling out check-in and payment paperwork.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Used EPIC Systems to schedule appointments.
- Built and maintained positive working relationships with patients and staff.
- Handled customer service inquiries in person, via telephone and through email, and Developed and implemented customer service policies and procedures.
- Balanced deposits and credit card payments each day.
- Answered incoming calls, scheduled appointments.
- Greeted and assisted patients with check-in procedures.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Followed document protocols to safeguard confidentiality of patient records.
- Trained new staff on filing, phone etiquette and other office duties.
- Responded to inquiries by directing calls to appropriate personnel.
- Resolved customer complaints using established follow-up procedures.
- Engaged with patients to provide critical information.
- Recommended service improvements to minimize recurring patient issues and complaints.
Customer Service Specialist
Denver Health Medical Center
12.2014 - 12.2017
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took patient information and other pertinent information such as addresses and phone numbers to help schedule appointments, update insurance and process referrals.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
Customer Care Representative
MCPN (Currently STRIVE)
Lakewood
04.2001 - 11.2014
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Educated customers about billing, payment processing and support policies and procedures.
Bakery Department Manager
Sams Club
Denver
05.1997 - 11.2014
- Enforced compliance with food safety standards with proper food storage, sanitation and labeling.
- Maintained and controlled inventory of baked goods.
- Maintained cleanliness and hygiene in bakery premises.
- Managed all baking operations professionally and handled all problems confidently.
- Arranged bakery displays to showcase baked goods, cakes, and pies to drive product sales.
- Guaranteed all baked goods were cooked according to customers tastes and needs, baked consistent quality items by accurately mixing, dividing, shaping, and proofing.
- Monitored inventory levels and identified opportunities for cost savings.
- Trained new bakery staff on company policies and POS system use to maximize job satisfaction, expertise, and team performance.
- Developed cost-effective strategies to drive bakery sales and optimize profits.
- Established performance goals and empowered bakers to exceed targets.
- Baked consistent quality items by accurately mixing, dividing, shaping, and proofing.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Set aggressive targets for employees to drive company success and strengthen motivation.
Education
High School Diploma -
Denver West High School
Denver, CO05.1995
Skills
- Medicaid
- Clerical and Filing Support
- Reliability and Dedication
- Patient Intakes
- Registration Requirements
- Medical Transcription
- Multi-Line Telephone Systems
- Reading Comprehension
- Appointment Scheduling
- Patient Care and Confidentiality
- EPIC systems
- Insurance verification
- Payment processing
- Appointment scheduling
- Customer relationship management
- Medical terminology
- HIPAA compliance
- Conflict resolution
- Effective communication
- Attention to detail
- Team collaboration
Languages
Spanish, Native or Bilingual
Timeline
Patient Service Representative
Uptown Community Health Center
02.2025 - Current
Patient Service Representative
Centura Health/Advent health
12.2017 - Current
Customer Service Specialist
Denver Health Medical Center
12.2014 - 12.2017
Customer Care Representative
MCPN (Currently STRIVE)
04.2001 - 11.2014
Bakery Department Manager
Sams Club
05.1997 - 11.2014
High School Diploma -
Denver West High School
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