JENNIFER FLORENDO
Melton South
Summary
Strong background in patient care and health care insurance, I am confident in my ability to excel and contribute positively to your team.
Throughout my career, I have developed excellent communication skills and am adopt at navigating complex medical terminology and MBS item numbers. I pride myself on addressing patient concerns with empathy and fostering positive relationships with both patients,colleagues, third parties providers and Insurance. My focus on teamwork and delivering results enables me to adapt effectively to changing needs while maintaining reliability and dedication.
Overview
24
24
years of professional experience
Work History
Patient Liaison Officer Administration officer
Werribee Mercy Hospital
05.2020 - Current
- As a Patient Finance Liaison Officer, In my role, I am dedicated to assisting patients in navigating their insurance and account matters, ensuring they find the best solutions for their financial needs. My daily duties include managing patient expenses and various administrative tasks, such as emailing patients, third-party providers, and staff. I also frequently engage face-to-face with patients to help facilitate financial hardship applications and set up suitable payment plans.
- My core responsibilities include:
- - Working with a range of software and systems, such as Microsoft Excel, IPM, Microsoft Word, Clinical Patient Folder, and Outlook.
- Handling credit card transactions, patient accounts, and gathering necessary documentation from patients.
- Assisting patients with their queries and concerns to provide timely support and resolution.
- Managing internal and external communications through calls and emails.
- Liaising with both internal and external staff through phone calls and coordinated efforts to ensure a seamless patient experience.
- Managed sensitive patient information with strict adherence to guidelines, ensuring confidentiality at all times.
- Trained new Patient Liaison staff members, ensuring they were well-equipped to provide exceptional service and support to both patients and healthcare teams.
- Sustained strong working relationships with various hospital departments, allowing for more efficient patient referrals and interdisciplinary collaboration.
- Contributed to the development of internal training programs designed to improve staff knowledge on effective patient liaison strategies.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Provided excellent customer service to patients and medical staff.
- Delivered support to medical staff in completion of patient paperwork.
- Engaged with patients to provide critical information.
- Providing Eligibility check and reviewing patient policy
- Liaising with health care Insurance
- Assisting patient with the Medical pre-Existing forms.
Finance Administrator
Innover Legal Solution
07.2019 - 05.2020
- Responsibility:
- I am responsible for various finance-related tasks which involve data entry, invoice and payment processing, account reconciliation and bookkeeping. In addition, I am also responsible for finalising client's accounts, reviewing outstanding accounts and liaising with clients and/or third-parties to manage account receivables.
- Responsibilities:
- Data entry and record maintenance
- Billing, invoicing and account receivables
- Payment processing, receipting and account reconciliation
- General administrative tasks and customer service
- Ad hoc duties
Revenue Services Officer
Western Health
04.2016 - 05.2019
- As a Revenue Finance Officer, I was responsible for managing and monitoring billing and collection for patient-related accounts. While providing customer service to various stakeholders, I was responsible for enhancing debt recovery and monitor third-party debtor activity. Furthermore, my role also included providing internal and external reporting on financial matters including financial analysis, budgeting and statutory reporting.
- Responsibilities:
- Provided customer service including communicating with stakeholders
- Determined billing and collections requirements for various patients and claims
- Billed third parties and private health insurance providers with invoices to be paid
- Monthly billing targets
- Processed and action bills and collections accordingly
- Ensured accurate billing figures, running daily reports and capturing financial figures
- Assisted patients and health insurance providers with account-related enquiries
- General reception duties
- Established effective relationships with key stakeholders both internally and externally.
- Collected, arranged, and input information into database system.
Customer Service Consultant
Medibank Private Health Insurance
01.2010 - 01.2014
- Responsibilities:
- Greeting customers warmly and professionally
- Providing detailed insurance information to customers
- Assisting Inpatient and outpatient invoices
- Assisting customers with their payments and processing transaction payments.
- Gained in-depth understanding of health insurance policy policies to give customers expert support.
- Consistently reviewing and resolving any issues customers had regarding their insurance
- Processing claims efficiently.
- Managing both inbound and outbound phone calls
- Handling inbound and outbound email correspondence.
Various roles
Medibank Private Health Insurance
01.2002 - 01.2014
- I was employed with Medibank Private Health Insurance for 12 years in three substantial roles. During this time, my key achievements involved working in a project that reviewed internal claims processing procedures and enhancing and simplifying the process, consistently achieving productivity and service level rates and providing input regarding various process improvements within the team.
Customer Action Team Member (Call Center)
Medibank Private Health Insurance
01.2009 - 01.2009
- Responsibilities:
- Responsible for taking calls regarding hospital account enquiries, invoices and accounts
- Finalised documentation for private health insurance memberships
- Data entry on new and existing memberships
- Developed strong customer service and product knowledge skills to enhance individual and team performance.
- Assisting hospital with Pre-Existing hospital forms and review their policy for restricted and excluded services.
Customer Service Officer
Medibank Private Health Insurance
01.2002 - 01.2006
- Responsibilities:
- Processed and assessed an average of 210 health insurance, accident and compensation claims per day
- Reviewed and captured claims information accurately and transition to the appropriate team
- Worked with hospital staff and members to finalise payments accounts
- Liaised with contacted customers and hospital providers and assisted them with queries regarding their payments. This included sending out the correct documentation and relevant paperwork
- Liaised with hospital providers regarding health insurance claim invoices
- Assisting claim team leaders with administrative work and allocating work to the appropriate staff member
- Preparing weekly statistic reports
Education
Diploma of Leadership and Management -
SWC Training
01.2018
Certificate IV in Health Administration - undefined
SWC Training
01.2018
Victoria Certificate IV - Sales and Marketing
Victoria University
01.2001
Completion of year 12 - undefined
Catholic Regional College
01.1999
Skills
- TIME MANAGEMENT
- PROBLEM SOLVING SKILLS
- CUSTOMER SERVICE
- STRONG COMMUNICATION SKILLS
- TEAM WORK
- Healthcare
- Relationship building
Timeline
Patient Liaison Officer Administration officer
Werribee Mercy Hospital
05.2020 - Current
Finance Administrator
Innover Legal Solution
07.2019 - 05.2020
Revenue Services Officer
Western Health
04.2016 - 05.2019
Customer Service Consultant
Medibank Private Health Insurance
01.2010 - 01.2014
Customer Action Team Member (Call Center)
Medibank Private Health Insurance
01.2009 - 01.2009
Various roles
Medibank Private Health Insurance
01.2002 - 01.2014
Customer Service Officer
Medibank Private Health Insurance
01.2002 - 01.2006
Certificate IV in Health Administration - undefined
SWC Training
Victoria Certificate IV - Sales and Marketing
Victoria University
Completion of year 12 - undefined
Catholic Regional College
Diploma of Leadership and Management -
SWC Training
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