Rebecca Madrigal
Caldwell,ID
Summary
Supportive Patient Service Representative with 16 years of experience. Experienced Subrogation Examiner with 3 years of experience dedicated to efficient office administration and comprehensive assistance. Adept at conflict resolution and organization skills.
Overview
19
19
years of professional experience
Work History
Customer Service Representative
Trinity Health
08.2023 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Improved communication between departments by facilitating interdepartmental meetings focused on problem-solving strategies for common issues affecting customers'' experiences.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues
Subrogation Examiner
AmeriBen
08.2020 - 07.2023
- Identifies legal liability and pursues, negotiates and settles subrogation collection
- Researches paid claims, answers inquiries and coordinates with other departments, insurance adjusters, attorney’s and members
- Reviews claim files to identify, evaluate, analyze and interpret potential; coordinates appropriate steps to secure evidence and ensure pursuit, development and recovery of claims: evaluates completeness and accuracy of documentary evidence: records and processes all recovery payments
- Investigates multiple sources of health insurance data to identify possible accidents and/or physical injuries.
- Streamlined examination processes for increased efficiency and consistency in decision making.
- Collaborated with team members to develop best practices for reviewing applications and maintaining accuracy.
- Streamlined examination processes for increased efficiency and consistency in decision making
- Collaborated with team members to develop best practices for reviewing applications and maintaining accuracy
- Developed strong relationships with internal and external stakeholders, fostering open communication and collaboration
Lead Patient Services Representative
Saint Alphonsus Medical Group
06.2005 - 07.2020
- Scheduled patient appointment and procedures with Nextgen
- Accessed patient information through variety of office software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
- Ran statements each month to review outstanding balances and identify accounts in need of collection processing.
- Coordinated between patients and healthcare professionals to meet patient needs.
- Checked claims for errors, corrected issues and mailed out in a timely manner.
- Scheduled and confirmed patient appointments with patients and healthcare professionals.
- Checked daily provider schedules and verified insurance.
- Utilized customer service skills and detailed system knowledge to support hospital and clinic operations.
- Supported clinic Leadership team by compiling paperwork and taking detailed meeting minutes.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Recognized by management for providing exceptional customer service.
- Created agendas and communication materials for team meetings.
- Utilized highly effective scheduling and interpersonal skills to cultivate and build professional relationships with company's management team.
- Developed and updated scheduling policies covering all department activities.
- Set and confirmed community therapy appointments for clients.
- Monitored workflow and schedules to ensure timely delivery.
Education
Medical Administrative - Medical Administration
Carrington College
Boise, ID05.2005
Skills
- Administrative support
- Team building
- Customer service
- Communications
- Process improvement
- Organization
- Problem resolution
- Scheduling
- Information Security
- Appointment Scheduling
- Account Updating
- Microsoft Outlook
- Staff Training
- Administrative Support
Accomplishments
- Successfully attended and completed the medical coding course offered by Saint Alphonsus. Passed State of Idaho exam and used my skills for 10 years. I am not currently certified.
- Successfully attended a Crucial Conversations course offered by Saint Alphonsus.
- Successfully attended Essential Skills for New Leaders course offered by Saint Alphonsus.
- Collaborated with managers in successfully creating a new call center located in Boise for the SAMG.
Timeline
Customer Service Representative
Trinity Health
08.2023 - Current
Subrogation Examiner
AmeriBen
08.2020 - 07.2023
Lead Patient Services Representative
Saint Alphonsus Medical Group
06.2005 - 07.2020
Medical Administrative - Medical Administration
Carrington College
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