Jocelyn Navarro
Medway
Summary
Experienced professional with over a decade of expertise in patient relations, registration, billing, and administrative support. Demonstrated proficiency in efficiently handling patient check-in, insurance verification, and managing medical documentation through systems such as Epic. Adept at effectively managing multi-line phone systems, processing payments, and upholding exceptional standards of customer service.
Overview
17
17
years of professional experience
1
1
year of post-secondary education
1
1
Certification
Work History
Self Pay Account Resolution Representative
UMass Memorial Health Care
Worcester
07.2024 - Current
- Maintained HIPAA compliance while managing confidential patient data, enhancing security measures for sensitive information.
- Achieved high levels of accuracy in patient data entry by consistently cross-referencing information sources and seeking clarification as needed.
- Collaborated with healthcare providers to resolve billing issues, fostering strong professional relationships for better communication.
- Served as a liaison between patients, insurance companies, and healthcare providers to facilitate accurate claims processing and payment resolution.
- Enhanced customer satisfaction by providing clear explanations of charges on bills, addressing concerns with patience and empathy.
- Analyzed complex Explanation of Benefits forms to verify correct billing of insurance carriers.
- Communicated with insurance providers to resolve denied claims and resubmitted.
- Verified insurance of patients to determine eligibility.
- Managed patient inquiries regarding billing and insurance, ensuring accurate information dissemination and resolution of concerns.
- Conducted follow-ups with patients regarding outstanding balances, fostering positive relationships and timely payments.
- Provided detailed explanations of healthcare services and charges, improving patient understanding and satisfaction.
- Collaborated with insurance companies to resolve discrepancies in billing, ensuring accurate claims processing.
- Utilized conflict resolution skills to address patient complaints, ensuring a positive experience and fostering trust.
- Displayed strong telephone etiquette, effectively handling difficult calls.
Senior Medical Administrative Secretary
Milford Regional Physicians Group
Hopkinton
11.2021 - Current
- Manage patient registration process, ensuring accurate entry of personal demographics into the Epic System for record maintenance and appointment coordination
- Facilitate efficient communication by proficiently handling and directing multi-line phone system inquiries to appropriate departments
- Conduct patient insurance eligibility verification and process co-pay collections, maintaining confidentiality and integrity in the handling of sensitive medical documents.
- Worked effectively in fast-paced environments.
- Ensured compliance with HIPAA regulations, maintaining strict confidentiality of sensitive patient information at all times.
- Verified insurance coverage and eligibility for medical services prior to scheduling appointments to prevent billing issues.
- Obtained payments from patients and scanned identification and insurance cards.
- Registered and verified patient records before triage with most up-to-date information.
- Managed electronic medical records, ensuring accuracy and timely updates to patient information.
Patient Relations
Metro Eye Docs LLC.
11.2016 - 01.2024
- Manage patient check-in and check-out procedures, ensuring efficient patient flow and maintaining a high level of service
- Enter and maintain accurate patient demographics in the healthcare system, and perform insurance verifications to confirm eligibility
- Coordinate and schedule appointments, balancing the needs of new and existing patients, while also handling incoming calls with professionalism
- Oversee accounts receivable processes, including the collection of payments for products, and the accurate posting of insurance and patient payments and adjustments.
- Maintained a clean, organized reception area, creating a welcoming atmosphere for clients and visitors.
- Monitored inventory levels of office supplies, placing orders as needed to prevent shortages or delays.
- Served as point of contact for clients, fulfilled requests and resolved conflicts within customer service department and forwarded all other inquiries to appropriate department and personnel.
- Read and responded to emails, answered telephone calls on multi-line phone system and transferred callers.
Operations and Staffing Supervisor
Victoria's Secret
Natick
08.2015 - 11.2018
- Oversaw comprehensive recruitment and onboarding processes, ensuring seamless integration of new hires into organizational workflows
- Collecting payroll data to accurately import into Kronos system
- Maintained meticulous associate records to comply with company policies and regulatory standards
- Provided operational support, including the accurate entry of scheduling data, to assist the leadership team in upholding brand and service excellence.
- Ensured compliance with employment laws and regulations through diligent documentation and record-keeping practices.
- Collaborated with department managers to identify staffing needs and develop appropriate recruiting strategies.
- Coordinated closely with human resources to ensure a smooth transition for new hires, from the interview process through their first days on the job.
- Enhanced employee retention by implementing effective onboarding processes and providing ongoing support.
- Coordinated interview schedules between candidates and hiring managers, ensuring a smooth recruitment process.
- Managed the onboarding program for new hires, facilitating training and integration into the team.
- Maintained strong communication with hiring managers to understand staffing needs and adjustments.
- Evaluated current staffing needs based on production schedules or customer demands.
Customer Service Representative
Victoria's Secret
11.2011 - 08.2015
- Delivered exceptional customer service by managing fitting room operations and assisting customers on the sales floor
- Facilitated sales and profit expansion through effective promotion of loyalty programs and maintaining brand standards
- Conducted training for new employees and ensured operational efficiency through POS system proficiency and workplace organization.
Guidance Counselor Secretary Assistant
Milford High School
06.2009 - 06.2010
- Streamlined the management of confidential student files, ensuring efficient access and data integrity for academic support
- Facilitated new student and parent orientation, contributing to a welcoming and informative school entry experience.
Education
No Degree - Medical Insurance Billing
Penn Foster Career School
Scranton, PA 12.2024 - 12.2025
High School Diploma -
Milford High School
Skills
- Administrative Experience
- Medical Scheduling
- Office Management
- Medical Records
- Insurance Verification
- Medical Terminology
- Epic
- Medical Billing Software Proficiency
- Payspan and Onesource use
- Claims review
- Electronic Health Record Software
- HIPAA compliance
- Medical billing
- Data entry accuracy
- Patient communication
- Claims resolution
- Insurance verification
Languages
Spanish
Certification
CPR/AED, 06/2011, 10/2023
Timeline
No Degree - Medical Insurance Billing
Penn Foster Career School
12.2024 - 12.2025
Self Pay Account Resolution Representative
UMass Memorial Health Care
07.2024 - Current
Senior Medical Administrative Secretary
Milford Regional Physicians Group
11.2021 - Current
Patient Relations
Metro Eye Docs LLC.
11.2016 - 01.2024
Operations and Staffing Supervisor
Victoria's Secret
08.2015 - 11.2018
Customer Service Representative
Victoria's Secret
11.2011 - 08.2015
Guidance Counselor Secretary Assistant
Milford High School
06.2009 - 06.2010
High School Diploma -
Milford High School