Jessica Abarca
Chicago
Summary
Quality-focused and customer service oriented professional able to provide cross-functional administrative support and function as the primary interface between the patient and the provider. Facilitates the efficient flow of patients, while remaining focused on managing priorities and ensuring patient confidentiality. Talented business and customer relations professional with self-directed nature and analytical problem-solving abilities. Excellent project management, communication and planning abilities.
Overview
11
11
years of professional experience
4035
4035
years of post-secondary education
Work History
Debt Collector
Consumer Portfolio Services
09.2023 - Current
- Collected on delinquent accounts to reduce overdue balances.
- Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
- Educated debtors about repayment options, enabling them to make informed decisions while preserving positive business relationships.
- Developed strong relationships with customers to foster timely payments and account resolution.
- Provided excellent customer service during difficult conversations, empathizing with debtors while remaining firm on repayment expectations.
- Worked in call center environment handling manual and automatically dialed outbound calls.
- Maintained consistently high success rate of collecting on overdue accounts.
- Negotiated payment plans with clients to resolve outstanding debts.
- Conducted call campaigns to follow up on overdue accounts.
- Resolved customer inquiries related to account status and payments.
Medical Records Specialist
Ciox Healthcare
05.2023 - Current
- Processed medical records requests from outside providers according to facility, state, and federal law.
- Communicated effectively with staff, patients, and insurance companies by email and telephone.
- Kept accurate log of requests for medical information and records.
- Reviewed charts and flagged incomplete or inaccurate information.
- Maintained confidentiality of all medical records and sensitive information to comply with HIPAA regulations.
- Obtained necessary signatures on information release forms to obtain medical and treatment records from other service providers.
- Responded to patient inquiries to provide information and details of medical records.
- Maintained patient records in compliance with security regulations.
- Printed and photocopied documents to provide patients with copies of medical records.
- Utilized electronic health record systems for efficient data entry and retrieval.
- Ensured that all required forms were completed accurately and completely prior to storage or release.
Referral Coordinator
Centene
06.2022 - 11.2022
- Weighed patient need, provider availability and insurance coverage to determine optimal scheduling.
- Completed up to 40 referral requests each day for medical providers
- Maintained accurate records on in-progress and completed referrals, ensuring full data integrity throughout process.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Verified client information by analyzing existing evidence on file.
- Input all patient data regarding claims and prior authorizations into system accurately.
- Verified eligibility and compliance with authorization requirements for service providers.
- Tracked referral submission during facilitation of prior authorization issuance.
- Authorized surgical and medical requests in accordance with applicable plan guidelines.
Referral Specialist
Oak Street Health
02.2019 - 06.2022
- Experienced with greenway and microsoft word, excel and powerpoint, typing 40WPM
- Strong written, verbal, and interpersonal skills for effective communication and documentation
- Effective problem solver, able to assess needs and identify solutions
- People skills Time management, Partners with Network Development to ensure specialist network is adequate for the geography and escalates accordingly when network adequacy impacts access to care
- Excellent professional communication abilities, at all levels within the organization and with patients, at all times
- Process referrals from primary care providers for specialty and ancillary care in a timely manner, prioritizing the referrals according to defined levels of urgency, scheduling member appointments as necessary and communicating referral information to patients
- Worked with oak street to obtain prior authorization for different type of procedures.
- Verified insurance benefits and eligibility for medical procedures before referring clients.
- Expertise on ICD9 to ICD10 Transformation & ICD10 remediation.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Resubmitted claims after editing or denial to achieve financial targets and reduce outstanding debt.
Reception Team Leader
Mt Sinai Hospital
01.2018 - 01.2019
- Great patients and visitors, directing all people to the appropriate locations and services in courteous, polite, professional and helpful manner
- Register patients according to procedure, documenting all demographics
- Analyze health insurance benefits and verify insurance eligibility and provide efficient and professional telephone services.
- Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity
- Confirmed appointments, communicated with clients and updated client records
- Collected and distributed messages to team members and managers to support open communication and high customer service
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices
- Resolved customer problems and complaints
Sales Associate
Target
Chicago, IL
08.2015 - 12.2017
- Assisted customers with finding merchandise and organized sales floor
- Practiced loss prevention procedures and performed other retail related duties as required
- Complied with customer confidentiality policies and practices.
- Offered basic technical support for clients on wide range of company products
- Answered customer questions about product availability and shipment times
- Responded to customer calls and emails to answer questions about products and services
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales
- Assisted customers with product selection and provided exceptional service.
- Processed transactions accurately at the point of sale using cash register.
- Engaged with customers to understand their needs and offer solutions.
- Demonstrated product features to enhance customer understanding and satisfaction.
Education
Associates Administrative Assistant - Administrative Assistance And Secretarial Science
Utimate Medical Academy
Clearwater, FLHigh School Diploma -
Latino Youth
Chicago, ILSkills
- Educational Material Development
- Occupational Health and Safety
- Facilitating Online Learning
- Insurance Claims
- Patient Data Processing
- HIPAA Guidelines
- Medical Terminology
- Insurance Plan Verification
- Prior Authorization Processing
- Customer Service
- Insurance Authorizations
- Specialist Referrals
- Patient Data Management Systems
- Referral Verification
- Quality Patient Care
- Administrative Duties
- HIPAA Regulations
- Patient Referral
- EMR Systems
- HIPAA Compliance
- Insurance Eligibility
- Patience and persistence
- Call center experience
- Client relations
- Complex Problem-solving
- Customer relationship management
- Electronic health records
- Data entry accuracy
- Conflict resolution
- Effective communication
- Building rapport
Languages
Spanish
Timeline
Debt Collector
Consumer Portfolio Services
09.2023 - Current
Medical Records Specialist
Ciox Healthcare
05.2023 - Current
Referral Coordinator
Centene
06.2022 - 11.2022
Referral Specialist
Oak Street Health
02.2019 - 06.2022
Reception Team Leader
Mt Sinai Hospital
01.2018 - 01.2019
Sales Associate
Target
08.2015 - 12.2017
Associates Administrative Assistant - Administrative Assistance And Secretarial Science
Utimate Medical Academy
High School Diploma -
Latino Youth