Ana Ortega
Hoffman Estates
Summary
Experienced with patient registration, insurance verification, and data management. Utilizes strong interpersonal skills to provide exceptional patient support and streamline admission processes. Knowledge of healthcare systems and compliance standards.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Patient Access Representative
Advocate Good Shepherd Hospital
Barrington, IL
12.2025 - Current
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Facilitated smooth billing processes by verifying insurance eligibility, obtaining authorizations, and accurately entering claim details into the system.
- Supported clinical staff by preparing accurate patient documentation and records ahead of appointments.
- Maintained high standards of confidentiality and privacy, strictly adhering to HIPAA regulations.
Front Office Manager
Hampton Inn Suites
Hoffman Estates, IL
09.2024 - Current
- Oversaw front office operations, ensuring seamless guest check-in and check-out processes.
- Mentored and trained staff on customer service protocols and hotel policies.
- Streamlined communication between departments to enhance operational efficiency and guest satisfaction.
- Implemented new reservation management software to improve booking accuracy and speed.
- Resolved guest complaints promptly, fostering positive experiences and repeat business.
- Analyzed occupancy trends to optimize staffing levels during peak periods, enhancing service delivery.
- Led initiatives to maintain high standards of cleanliness and organization in front office areas.
Front Desk Agent/Supervisor
Hampton Inn, Elgin
Elgin
05.2021 - 02.2024
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Collected room deposits, fees and payments.
- Checked lobby, bathrooms and common areas near front desk for cleanliness multiple times per shift.
- Collaborated with team members to handle guest requirements from check-in through check-out.
- Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
- Kept accounts in balance and ran daily reports to verify totals.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Entered and updated sensitive customer information during check-ins and room changes.
- Used internal software to process reservations, check-ins and check-outs.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
- Tallied cash drawer at beginning and end of each work shift.
- Processed customer refunds and exchanges according to established guidelines.
- Stocked, tagged and displayed merchandise as required.
- Maintained secure cash drawers, promptly resolving discrepancies in daily totals.
- Call vendors and make the necessary orders for the facility.
- Communicate with other hotel staff, such as housekeeping or maintenance, when rooms are ready to be cleaned or repaired in preparation for a new guest.
Dining Room Server
Alden Estates of Barrington, Barrington
Barrington
08.2018 - 09.2019
- Serve residents, guests and visitors
- Make sure all kitchenware is set up properly
- Clean up the dining room tables
- Make sure residents are satisfied with their meals.
- Answer any questions about the food
- Make sure everything was up to standard with Federal and State
- Take residents back to their rooms
- Assure that all Dietary procedures are followed in accordance with established policies.
- Work with the supervisor/designee as necessary to implement procedures and recommended changes as required.
- Maintain the care and use of supplies, equipment and appearance of work areas in a clean, sanitary, and orderly fashion.
- Review menu extensions prior to preparation of foods.
- Lift up to 25 lbs
Cashier/Waitress
Taqueria los Cocos, East Dundee
East Dundee
08.2016 - 03.2018
- Greet customers upon entrance
- Prepare dining tables by arranging condiments, kitchenware & decorations.
- Help patrons select dishes by answering questions about foods and drinks, describing house specialties.
- Take orders to kitchen staff and notify them of any special requests or dietary needs.
- Deliver food to the customers in a timely manner and attend to the needs of the customers throughout the dining process.
- Issue bill and obtain payment
Receptionist
Royal Prestige, Elgin
Elgin
02.2016 - 12.2017
- Answer phone calls
- Make appointments
- Talk to the clients about their products
- Greet, and direct visitors to the correct department.
- Notifies company personnel of visitor arrival.
- Keeps a safe and clean reception area by complying with procedures, rules, and regulations.
- Supports continuity among work teams by documenting and communicating actions, irregularities, and continuing needs.
- Contributes to team effort by accomplishing related results as needed.
Education
High School -
Barrington High School
05-2015
Skills
- Customer service
- Insurance verification
- HIPAA compliance
- Patient registration
- Patient check-in
- Multitasking and organization
- Registration and admissions
- Phone and email etiquette
- Healthcare systems navigation
- Problem-solving
- Team collaboration
- Money handling
- Verbal and written communication
- Patient intake
Certification
Food Protection Manager
BLS Certification
Timeline
Patient Access Representative
Advocate Good Shepherd Hospital
12.2025 - Current
Front Office Manager
Hampton Inn Suites
09.2024 - Current
Front Desk Agent/Supervisor
Hampton Inn, Elgin
05.2021 - 02.2024
Dining Room Server
Alden Estates of Barrington, Barrington
08.2018 - 09.2019
Cashier/Waitress
Taqueria los Cocos, East Dundee
08.2016 - 03.2018
Receptionist
Royal Prestige, Elgin
02.2016 - 12.2017
High School -
Barrington High School