Veronica Romero
Phoenix
Summary
Passionate professional with commitment to supporting clients in all aspects of cases. Excellent communication and relationship building skills with diverse audiences. Friendly and engaging with strong team collaboration abilities.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Patient Experience Advocate
Arizona Arthritis & Rheumatology Associates
Phoenix
04.2024 - 02.2025
- Managed 60+ calls daily while working remotely, providing exceptional customer service to patients in Arizona and Texas
- Assisted patients in scheduling and rescheduling appointments through phone calls and text messaging application Luma
- Verified and confirmed the receipt of all required documents from new patients to ensure timely scheduling
- Processed medication refill requests, coordinating with physicians and pharmacy to meet patient needs
- Collaborated with multiple departments and administrative teams to ensure follow-up on patient inquiries, pharmacy requests, and communication with outside providers
- Delivered prompt and effective communication to patients, pharmacy personnel, and providers, ensuring seamless workflow and patient satisfaction
Patient Access Representative
HOPCo / The CORE Institute
Phoenix
03.2023 - 02.2024
- Assisted patients with billing inquiries and service-related questions via phone, email, and Athena Health portal, ensuring clear and accurate communication
- Reviewed patient claims for accuracy, identifying discrepancies and gathering any missing information to resolve issues promptly
- Posted patient payments and worked closely with insurance companies to resolve payment issues and ensure proper reimbursement
- Coordinated with patients and insurance providers to address billing discrepancies, ensuring timely and accurate resolution of financial matters
- Utilized Athena Health platform to manage patient billing, respond to inquiries, and facilitate payment processing for smooth financial operations
- Assisted in onboarding and training new hires, providing guidance on day-to-day operations and company protocols
- Successfully trained 3 new employees, ensuring they were well-equipped to handle job responsibilities and deliver high-quality service
- Delivered clear, effective training to new team members, contributing to smooth transitions and high performance within the team
Customer Navigation Center
HonorHealth
Phoenix
07.2022 - 03.2023
- Assisted patients with appointment cancellations and rescheduling, ensuring timely and accurate adjustments to their schedules
- Registered new patients and updated demographic information in the system to maintain accurate patient records
- Managed prescription refill requests and processed referrals efficiently using EPIC, ensuring smooth patient care transitions
- Provided patients with clear guidance on appointment scheduling, prescription requests, and referral processes, enhancing patient satisfaction and experience
Medical Front Desk Receptionist
2nd Chance Treatment Center
Phoenix
02.2021 - 06.2022
- Greeted and checked in patients, ensuring a smooth and welcoming start to their visit
- Updated patient charts in the EHR system (Practice Fusion) before appointments, ensuring accurate and up-to-date information
- Notified medical assistants when urinary analysis was needed to ensure timely preparation and testing
- Coordinated with multiple locations to inform them of patient arrivals and the method of connecting with the provider, ensuring a seamless process
- Verified insurance details, ensuring coverage was active and confirming co-pays and deductible status before the appointment
- Collected co-pays and deductibles, ensuring proper billing and payment processes were followed
- Connected patients to providers via telehealth, ensuring smooth communication and care delivery
- Scheduled follow-up appointments and assisted patients with transportation arrangements as needed
- Assisted medical assistants with uploading documents to patient charts, ensuring that all necessary files were available for the provider
- Created new patient charts, assisted with new patient paperwork, and helped guide patients to the appropriate provider for their needs
- Closed daily batches and uploaded collection sheets to Reflex, accurately documenting all in-office payments for the day
Biller/ driver check in
FedEx Freight
Phoenix
01.2021 - 06.2021
- Assisted drivers with delivery pick-ups and drop-offs, ensuring all required documents were signed, dated, and rescheduled when deliveries were unsuccessful
- Managed freight billing, ensuring all responsible parties were billed accurately and handling requests were properly documented
- Scanned and uploaded all relevant documents to the system, ensuring proper record-keeping of delivered and received freight
- Collaborated with dock managers and supervisors to verify freight pro numbers, piece counts, and weight, preventing discrepancies and ensuring accuracy
- Communicated effectively with all departments via email, providing support for requests and resolving any issues in a timely manner
Data Analyst
TransPerfect
Phoenix
11.2019 - 10.2020
- Collected and securely recorded Personal Identification Information (PII) and Personal Health Information (PHI) from emails and saved files for companies that have experienced data breaches
- Ensured compliance with privacy and security protocols while handling sensitive data, minimizing risk and safeguarding patient and client information
- Worked closely with relevant teams to assess and document compromised data, supporting efforts to mitigate risks and secure affected information
Eligibility Worker II
Department of economic security
Phoenix
11.2015 - 08.2017
- Conducted over-the-phone interviews, reviewing cases and notes to assess eligibility based on company guidelines
- Assisted customers by contacting employers and references provided on submitted applications to verify information
- Maintained and reviewed customer records, ensuring accuracy and updating personal, employer, and reference information as needed
- Entered and documented key information into the system, while ensuring hard copy records were properly maintained and organized
Operator and Greeter
Sanderson Ford
Phoenix
03.2012 - 11.2012
- Provided in-person and telephone support, assisting customers with inquiries, scheduling, and resolving issues efficiently
- Answered customer calls, addressing inquiries, providing updates on vehicle status, and troubleshooting concerns
- Ensured a superior customer experience by demonstrating empathy, resolving issues on the spot, and maintaining a high level of customer satisfaction
Traffic Agent
Cargo Airport Services
Humble
10.2010 - 03.2012
- Checked air cargo against documentation, identifying and resolving discrepancies to ensure accurate and timely shipments
- Coordinated with ramp agents to verify proper placement of cargo on the correct outgoing flights, ensuring smooth operations
- Contacted customers to confirm cargo arrival and verified payment status, ensuring timely billing and customer satisfaction
- Entered merchandise data into the company database, ensuring all information was verified and reconciled before flight departure
Front Desk Agent
Best Western Atascocita Inn and Suites
Humble
09.2007 - 02.2009
- Greeted and welcomed all hotel guests, providing excellent customer service with a friendly and approachable demeanor
- Processed both telephone and walk-in reservations, ensuring accurate booking and guest satisfaction
- Reviewed account information and charges with guests during check-out, addressing any discrepancies and ensuring clarity
- Resolved service-related issues promptly, maintaining a high level of guest satisfaction and fostering positive experiences
- Verified the accuracy and completeness of personal and payment information on guest accounts, ensuring smooth transactions
- Delivered messages, mail, and packages to guests and hotel facilities promptly, ensuring timely communication and service
Education
Certification in Medical Billing & Coding -
DeVry University
Phoenix, AZ08.2022
High school or equivalent -
Alhambra High School
Phoenix, AZ12.2005
Skills
- Microsoft Outlook
- Microsoft Word
- Excel
- Customer service
- Communication skills
- Phone etiquette
- Insurance verification
- PowerPoint
- Warehouse experience
- Organizational skills
- Data entry
- SharePoint
- Medical terminology
- HIPAA
- Microsoft Office
Certification
Driver's License
Personal Information
Work Permit: Authorized to work in the US for any employer
Timeline
Patient Experience Advocate
Arizona Arthritis & Rheumatology Associates
04.2024 - 02.2025
Patient Access Representative
HOPCo / The CORE Institute
03.2023 - 02.2024
Customer Navigation Center
HonorHealth
07.2022 - 03.2023
Medical Front Desk Receptionist
2nd Chance Treatment Center
02.2021 - 06.2022
Biller/ driver check in
FedEx Freight
01.2021 - 06.2021
Data Analyst
TransPerfect
11.2019 - 10.2020
Eligibility Worker II
Department of economic security
11.2015 - 08.2017
Operator and Greeter
Sanderson Ford
03.2012 - 11.2012
Traffic Agent
Cargo Airport Services
10.2010 - 03.2012
Front Desk Agent
Best Western Atascocita Inn and Suites
09.2007 - 02.2009
Certification in Medical Billing & Coding -
DeVry University
High school or equivalent -
Alhambra High School
Similar Profiles
Thea DavisThea Davis
DNP at Arizona Arthritis & Rheumatology Associates, P.C.DNP at Arizona Arthritis & Rheumatology Associates, P.C.
Melanie GlineMelanie Gline
Patient Service Representative at Arizona Arthritis & Rheumatology AssociatesPatient Service Representative at Arizona Arthritis & Rheumatology Associates
Claritza ValenzuelaClaritza Valenzuela
Revenue Cycle Supervisor at Arizona Arthritis & Rheumatology AssociatesRevenue Cycle Supervisor at Arizona Arthritis & Rheumatology Associates