Alma Anne Reyes

Provides excellent patient-focused care while performing accurate and timely reception, scheduling and registration activities. Responsible for key operational practices in the delivery of exceptional ambulatory health. Responsible for engaging management in patient access workflow improvements.

• Patient Registration - Performs accurate & complex registrations in ambulatory locations, with a goal of exceeding service department expectations. Completes complex work queues and quality data corrections assigned by management so that Revenue Cycle operations are not delayed.
• Identification - Consistently performs Patient Identification practices through the performance of accurate medical record selection. Reports duplicate medical record numbers to management for further investigation to support patient safety goals. Reviews and validates printed wristbands with each patient and performs biometric validation.
• Confidentiality - Observes and maintains patient privacy and confidentiality during all Patient Access operations.
• Insurance Eligibility - Completes insurance eligibility successfully which may require direct contact with the insurance company to support successful financial revenue results.
• Scanning Requirements - Accurately scans Patient Identification cards, Insurance Cards, Vaccine Records, and Newborn Birth Certificates into the medical record to support patient safety goals and successful financial revenues results. Ensures insurance information is updated and accurate for each visit.
• Biometric Process - Performs Consistent and methodical implementation of the biometric system in Patient Identification practices which supports patient safety goals.
• Performs Radiology Arrivals - Accesses RadNet work list to check arrival of the patient for the technologist.
• Safety policies and procedures - Adheres to Radiation, MRI and surgery safety policies and procedures.

As a Client Relations Manager at QShield, I am entrusted to maintain and develop client business relationships with the aim of maximizing long-term opportunities by advising our clients and strengthening their loyalty. In addition, a key component of this role is to ensure client satisfaction and on-time delivery of services while maintaining good relationship with the Operations Team. Other functions include:

 Responsible for daily Initialized Application Process, follow ups, reminding clients of expiring documents and advising on the required documentation on preparing the applications
 Support for all aspects of client immigration service requests
 Provides concise, clear, and timely information of Immigration services to the client
 Maintain accurate Client Profile Information and ensure confidentiality
 Ensure proper workflow processes and protocols are followed at all times to alleviate the need for escalation or special process changes
 Recommend workflow enhancements to the management team in order to enhance the process, internal protocols, and client communication standards
 Ensure all Immigration actions are processed through established, standard business workflow processes
 Provide weekly report to clients and ensure that they are updated on all cases that they have requested
 Provide necessary input and monthly reports to the Operations Team as requested.
 Interface and support other QShield Teams when required, including Government Relations, Finance, and Administrative in a professional, respectful and courteous manner to facilitate a positive QShield work environment that promotes overall Client Satisfaction and retention

Act as a support source of contact for QShield Clients to promote trust,
confidence and quality immigration services. Primary responsibility is to
ensure Client satisfaction and on-time delivery of services, with a focus on
sound coordination and communication with all QShield Operations Team.
* Provide overall support to Client Relations Manager and Clients to ensure
customer satisfaction, communication and delivery of services
* Administrative support for all aspects of client immigration service
requests.
* Responsible for daily Initialized Application Process
* Provides concise, clear, and timely information of Immigration services
to the client.
* Maintain accurate Client Profile Information
* Ensure proper workflow processes and protocols are followed at all times
to alleviate the need for escalation or special process changes.
* Make recommendations to the Management Team to enhance workflow
process, internal protocol, and client communication standards.
* Support client portal training, client process training and education.
* Maintain effective, timely and accurate client communication (oral and
written), and active positive engagement between client and QShield.
* Ensure that all clients issue each immigration request directly through
the QShield portal.
* Ensure all Immigration actions are processed through established,
standard business workflow processes.
* Track any non-standard Immigration process request for monthly
reporting to management, including any action requested without
mandatory authenticated documents
* Provide necessary input and monthly reports to the Operations Team as
requested.
* Interface and support other QShield Teams when required, including

Responsible for completing welcome calls for new Onstar customers.
These calls have an up sell component that is critical to client
performance.
* Handle inbound calls with request for service information.
* Listen attentively to customer needs and concerns; demonstrate
empathy and sincerity in resolving their issues.
* Clarify customer requirement; probe for and confirm understanding of
requirements or problem.
* Provide additional customer education as needed.
* Create an engaging and interactive environment to provide the customer
with information about their new service.
* Prepare complete and accurate work and update customer file with
comments.
* Communicate effectively with individuals/teams in the program to
ensure high call quality and timely expedition of customer requests.
* Contribute ideas on ways to resolve issues to better serve the customer
and/or improve productivity.
* Participate in activities designed to improve customer satisfaction and
business performance.
* Maintain basic knowledge of Onstar products and/or services, sell
customers services/phone minutes, by communicating features and
benefits.
PHILAM Plans