�����Թϸ���

Jessica Loperena

“One of the most fulfilling aspects of working for �����Թϸ��� is being able to provide support to patients and their families,” shares Jessica Loperena, a Senior Account Administrator in �����Թϸ���’s Business Office. “It’s a privilege to provide them with answers, explanations, and payment options during some of the most challenging moments in their lives.”

For the past five years, Jessica has been working in the Business Office Customer Service Department. Her responsibilities include answering patient phone calls when they have concerns about their medical bills. This involves not only navigating the details of various health insurance plans and medical billing software to solve problems and manage accounts, but also forging personal relationships with patients based on trust.

“Medical bills aren’t like those from a retail store,” explains Jessica, who recognizes that working in customer service in the healthcare industry is different than any other industry. “Besides being difficult to understand, these charges are a result of something that’s out of the patient’s control—an accident or illness. It can be scary for them.”

Prioritizing kindness

Jessica gave birth to her daughter nine months ago, after a difficult pregnancy. Both she and her daughter are now doing well, and the experience made Jessica more empathetic to the challenges that all Weill Cornell patients face.

“I have a lot of empathy for patients, our patients,” Jessica explains. “When I speak with them, I don’t know what kind of day they are having or their health status. Some are still receiving medical treatment, and some are still recovering. The Business Office is an extension of their healthcare journey. We all take that very seriously.”

Some patients require long-term medical care and, over the years, Jessica has bonded with them. (She calls them “repeat customers,” affectionately.) “I have become close to many patients,” she says. “One even takes the time to call me on my birthday every year.”

Jessica believes being kind is one of her largest responsibilities. She finds that taking as much time as needed to listen to patients, as well as offering her direct phone number are invaluable for building trust. “Helping others is important to me. That’s how I was raised,” she explains. “I’m fortunate that my job offers me opportunities every day to do this, as well as to learn.”

Grateful patient

When a patient’s wife, Deb, contacted �����Թϸ��� with a concern about a statement, Jessica reviewed her account and discovered that the insurance company had denied the claim because of a clerical error. Jessica promised to rectify the mistake, and then she did. 

Deb was so thrilled when she received a reimbursement that she donated the money to �����Թϸ��� in Jessica’s name.

“Jessica was courteous, polite, and sweet,” wrote Deb in her donation letter. “She assured me that she would correct the mistake for a refund of $300. I must admit, I was skeptical! In my experience, hospital and insurance bureaucracies can be overwhelmingly complex and difficult to deal with. It gives me great pleasure to donate this and honor Jessica, who aptly navigated the system and accomplished exactly what she told me she would do for me. Bravo!”

Supported by a team

Jessica believes that her successes with patients are a direct result of her department’s culture. “The managers here model courtesy, patience, attentiveness, politeness, and cheerfulness,” she says. “We all try to follow that.”

The entire department works together to provide the best service to every patient. “We have to work as a team; we depend on each other,” explains Jessica. “There is always so much to learn. Insurance companies change, copays change, medical department protocols change. We have to share our knowledge. It’s impossible for all of us to know it all.”

“Some days,” she shares, “the demands and stresses can seem overwhelming, but so are the rewards. I’m so fortunate to be at �����Թϸ��� doing something I love—helping patients.”

Do you have a billing question? Contact �����Թϸ��� or call 1-855-880-0343.