Crystal Guillen

Resolved patient inquiries and account balance issues by researching patient information across multiple systems and documenting actions taken. Updated insurance and demographics, requested rebills, and coordinated tasks such as cash posting, payment plans, and UB04 statements while maintaining HIPAA compliance.

Guided Medicare beneficiaries through plan selection and enrollment, providing ongoing support and counseling on Part D drug assessments. Explained complex Medicare information clearly, handled inbound inquiries, and applied Medicare regulations to resolve issues and recommend next steps.

Answered customer inquiries about services, products, and billing while using problem-solving to resolve issues and maintain a professional, polite experience. Documented customer information, communications, and sales activity in a computer system.

Supported sales by receiving inbound customer calls, advising on product selections, and processing orders with accuracy. Managed order/return inquiries, documented concerns and trends for leadership, and cross-sold merchandise and private label credit cards.

Assisted psychiatric professionals and nursing staff with patient documentation, unit census tasks, and front desk flow. Screened and relayed calls, verified and canceled appointments as directed, and maintained patient adherence to treatment plans in accordance with WBAMC standards.

Supported a psychiatry team by completing client intake tasks and assisting with discharge plans and unit orientation. Observed and documented changes in patient behavior and vital signs, maintained safety round logs, and adhered to HIPAA, JCAHO, OSHA, and other applicable regulations.

Provided direct patient care and assistance with activities of daily living while promoting universal precautions to reduce infection spread. Used Cerner for electronic documentation and supported clinical testing and vital sign monitoring while recording and reporting patient condition changes to nursing staff.

Managed accounts receivable and collections, including issuing invoices and statements and sending past-due balance notifications. Handled accounts payable reconciliation, general ledger recordkeeping, scheduling and coordinating work orders, and supported CPA-directed deadlines with timely data entry and reporting.

Performed front desk administrative duties by greeting donors, answering phones, and accurately updating donor information in DMS logging systems. Scheduled donations and related evaluations, pre-screened donors using standardized eligibility checks, monitored donor vitals during sessions, and maintained HIPAA and regulatory compliance.

Earned an Associate of Arts degree in General Studies from El Paso Community College, graduating in January 2009.

Graduated from Eastwood High School with a High School Diploma in May 2005.