Customer Service Benefits Coordinator

Robert Ledesma

Lubbock, Tx ***.****.**** ad4ux9@r.postjobfree.com

Benefits Coordinator WITH EXPERIENCE IN Collections and Customer Service

Self-motivated and bilingual professional with experience delivering high performance results in fast-paced environment. A creative thinker, problem solver and decision maker with a talent for improving efficiencies and introducing new processes to streamline and simplify daily tasks. Execute strong leadership capabilities fueled by an intrinsic ability to motivate others by example. Skilled relationship builder with ability to manage multiple, changing priorities. Strong customer focus and ability to determine business needs. Written and verbal fluency in English and Spanish

Expertise Includes

Customer Service - State & Federal Benefits Programs - Organizational Efficiencies – Process Improvements

Telephone Collections - Active Listening – Relationship Management – Business Analysis _ Microsoft Office Suite

10 Key – Data and Contract Interpretation – Producer Development _ Conflict Resolution

Professional Experience

Covenant Medical Center Lubbock, TX 19992 – 2022 Diverse and long-term Career with the region’s largest Healthcare system

Financial Counselor 2016 – 2022 Business Office Coordinator 2012 – 2014 Contract Management Specialist 1996 – 2011 Collections Specialists 1994 – 1996 Patient Account Representative 1992 – 1994

Screened patients for local,county and federal programs. Worked with several reports to obtain insurance coverage for non-funded patients. Created disability cases and educated patients on assistance programs. Background includes experience with billing,customer service and staff technical training.

Combined Contributions:

■ Worked closely with patients from the Hispanic community to obtain healthcare funding; highly regarded for compassion and ability to serve patients regardless of legal or financial status

■ Qualified volunteer interpreter to bridge communication gaps with Spanish speaking patients; served as translator as the only Spanish speaking representative within the department

■ Consistently rated highly based an ability to thoroughly understand State and Federal programs.

■ Key player in the development of the Management Care division.

■ Collected $13M in incorrect insurance reimbursement while serving as a Collection Specialists.

■ Interpreted reimbursement for more then 60 different insurance contracts.

■ Developed “how-to” guides shared on the hospital intranet; created a series of helpful training sheets to answer

common administrative and clerical questions.

■ Built the Managed Care Guide to assist insurance representatives in understanding the managed care contracts; guide saved time and allowed for representatives to pursue insurance underpayments in a more effective manner.

Early career includes deep experience managing all aspects of hospital and medical collections.

Professional Training & Education

Connecting Worlds’ Health Care Interpreter Managing the Managed Care Pathways Contract Management, ServicePath General Studies: Music – Angelo State University & Southwest Texas State

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