MERCEDES CARRILLO
Hurdle Mills
Summary
Detail-oriented and compassionate Healthcare Administration & Customer Service Professional with 5+ years of experience supporting patient services, front-end operations, and team leadership in fast-paced clinical settings. Proven ability to streamline workflows, lead staff, manage schedules, and deliver exceptional patient-centered service. Seeking a remote position where I can bring my strong communication, problem-solving, and organizational skills to a healthcare or service-oriented team.
Overview
8
8
years of professional experience
Work History
Service Access Team Lead – Clinics 2H / 2J / 2P
Duke Health
10.2023 - Current
- Lead day-to-day clinic front desk operations, ensuring alignment with Duke Health’s patient service standards.
- Facilitate weekly team huddles; present KPIs related to registration accuracy and collections.
- Train, coach, and supervise staff to optimize efficiency and service delivery.
- Identify workflow gaps and implement improvements to enhance patient access and scheduling.
- Resolve insurance claim rejections/denials and remedy issues expediently to minimize delays and ensure patient satisfaction.
- Communicate with insurance carriers regarding clinical information requests and resolve issues related to coverage.
Financial Care Counselor – Clinic 2A
Duke Health
02.2022 - 10.2023
- Verified insurance coverage, obtained prior authorizations, and minimized claim denials.
- Obtained all prior authorization certifications and/or authorizations as appropriate.
- Obtained authorizations based on payment terms, insurance plan contracts, and carrier guidelines.
- Collaborated with payers to reduce financial burdens for patients; provided empathetic counseling.
- Assisted with front-end collections and managed patient accounts using EPIC.
Patient Service Associate – Clinics 1L / 2M / 2A
Duke Health
11.2020 - 02.2022
- Delivered high-volume front-desk support: check-ins, appointment scheduling, referrals, and patient communications.
- Assisted neurology providers with lab coordination, documentation, and follow-ups.
- Collaborated with healthcare providers to optimize appointment scheduling for improved resource management.
- Assisted in managing patient records using electronic health record systems to ensure compliance and accuracy.
Self-Image Consultant
Duke Cancer Patient Support Program
08.2019 - 11.2020
- Supported oncology patients with wig/prosthesis selection and appearance-related needs.
- Managed inventory and sales; participated in outreach for wellness program events.
- Assisted in fundraising and public outreach initiatives for patient wellness programs.
- Led strategic initiatives to enhance patient support services, improving overall program effectiveness.
First/Second Assistant Manager
Cato Fashions
03.2017 - 10.2019
- Managed daily operations, trained staff, and led customer service initiatives.
- Resolved escalated customer issues and maintained store performance standards.
- Oversaw merchandising, inventory, and sales tracking.
- Supervised daily store operations to ensure optimal customer service and sales performance.
- Trained and mentored new staff on company policies, product knowledge, and customer engagement techniques.
Education
High School Diploma -
Orange High School
Hillsborough, NC06.2017
Business Management - Focus in Leadership
ECPI University
Skills
- Patient access management
- Virtual project management
- Insurance verification expertise
- Denial resolution and financial guidance
- Electronic medical records management
- Team leadership and staff development
- Client relations management
- KPI analysis and reporting
- Email management
- Microsoft Teams
- Zoom
- Proficient in MS Office Suite
Timeline
Service Access Team Lead – Clinics 2H / 2J / 2P
Duke Health
10.2023 - Current
Financial Care Counselor – Clinic 2A
Duke Health
02.2022 - 10.2023
Patient Service Associate – Clinics 1L / 2M / 2A
Duke Health
11.2020 - 02.2022
Self-Image Consultant
Duke Cancer Patient Support Program
08.2019 - 11.2020
First/Second Assistant Manager
Cato Fashions
03.2017 - 10.2019
Business Management - Focus in Leadership
ECPI University
High School Diploma -
Orange High School
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