CUSTOMER SERVICE
Resume:
ERNESTINA LEONE
Woodsboro, MD 21798
Phone: 240-***-****
************@*****.***
Ability Summary
Strong communication and interpersonal skills and problem solving. Extensive customer
service experience and call center experience.
Employment History
Collection Specialist/Loan Document Specialist
10/2004 - 02/2013
Wells Fargo Home Mortgage
Frederick, MD
Took incoming calls related to foreclosure,bankruptcy,and loss mitigation.
Coached the client on the best option to stay in the home,and counseled to avoid foreclosure.
In 2009 promoted to a loan document specialist, reviewed and prepared documents received from non-profit agencies for the underwriter to review.
Medical Insurance Negotiator
07/1995 - 10/2007
Viant ( Concentra )
Frederick, MD
Negotiated medical bills for various medical insurance companies .
The bills were analyzed with cpt #and icd9 codes for billing mistakes and researched if billed correctly by the provider.
The negotiations were done by phone or fax.
Accomplishment: discovered a $45,000 billing error on an inpatient hospital bill.
Was able to have the $45,000 written off and an additional $15,000 written off by the hospital.
Special Correspondance/ Medical claims
09/1987 - 07/1995
Claims Administration Corp.
Rockville, MD
Analyzed and responded to correspondence, and phone calls regarding sensitive,confidential medical claims for patients of Mail Handlers Insurance.
The requests were from Members of congress, senate, attorneys and union officers.
Researched the claims for any error in the processing,made corrections if necessary ( in regards to making additional payments) etc.
Additional Information
SKILLS
Proficient in the use of cpt and ic9 billing codes
MS WORD,EXCEL OUTLOOK
Strong communication and negotiation skills
VOLUNTEER
Community outreach through church affiliation
Fundraising through PATTY POLLATOS FUND
Member of Fredericktowne Players:( previous board member )
Previous grief counselor for teenagers for Hospice of Frederick County
Previous fundraising for Hospice of Frederick County
References available upon request
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