Customer Service Medical

**** *** **** *****, ***********, VA ***** • 703-***-**** • ***********@*******.***

Eduardo J. Serrano

Objective

To obtain a challenging, career-oriented position that will utilize my extensive experience and enhance my

knowledge, skills and abilities.

Experience

Aug 2010 - Dec 2013

Fairfax Radiological Consultants, P. C.

Fairfax, VA

Collection Specialist/Customer Service Representative

Performed follow up with insurance companies on unpaid accounts identified through aging reports.

Determined trends, and carrier issues relating to billing and reimbursements.

Processed billing calls and questions from patients and third party carriers. Communicated daily

with internal and external customers via phone calls and written communications.

Verified that claims were accurately sent to insurance companies. Processed appeals and re-

submitted claims with supportive medical documentation.

Educated patients on their medical benefit coverage; explained the difference between co-pays, co-

insurances, deductibles and out of pocket costs. Reviewed EOBs, Remittance Advices and identified

denial codes. Qualified patients for Medical Assistance, financial aid and payment arrangements.

Pursued and participated in educational seminars to remain current with changes in the Healthcare

industry. Maintained patient confidentiality in accordance to HIPAA regulations.

Mar 2010- Jun 2010

Long & Foster Real Estate Accountemps Chantilly, VA

Collector Specialist – Temporary Assignment

Identified when delinquent accounts needed to be called based on their terms of sale and default, called

terminated and non-terminated agents and collected, posted credit card payments. Filed accounts in

order of status of their Errors and Omissions. Followed-up on outstanding invoices, broken payment

arrangements. Conferred with current and non-current agents and to determine reasons for overdue

payments and advised them of necessary actions and strategies for debt-repayment

Feb 2009- Jan 2010

Revenue Recovery Consultants, Inc.,

Fairfax, VA

Senior Collector

Identified when delinquent accounts needed to be called based on their terms of sale and default

status. Followed-up on outstanding invoices, broken payment arrangements. Conferred with

customers to determine reasons for overdue payments and advised them of necessary actions and

strategies for debt-repayment.

Traced delinquent customers to new addresses by inquiring with credit bureaus, other creditors and

post office files.

Maintained accurate records by documenting all collection efforts. Worked with management to

obtain approval on settlement requests.

Entrusted with the most complex customer service issues as a result of exceptional ability to

703-***-**** • ***********@*******.***

Eduardo J. Serrano

promptly resolve concerns and satisfy consumers.

Nov 2004 - Jan 2009

United Consumers Incorporated

Woodbridge, VA

Collection Representative

Responsible for timely collection of large balance commercial, medical, consumer and Virginia State

tax accounts.

Negotiated settlements with consumer attorneys, insurance companies, personal representatives and

executors of estate. Verified assets for possible litigation including bankruptcy, estate or wage

attachments and foreclosures. Mailed invoices, processed credit card and check payments reviewed

credit reports. Provided credit counseling for payment arrangements.

Oct 2002 - Nov 2004

Wolpoff and Abramson, LLC

Gaithersburg, MD

Paralegal Debt Collector

Responsible for timely collection of post suit cases with or without judgment and arbitration cases

for commercial, consumer and medical accounts.

Negotiated settlements with defendants or their attorneys; reviewed and evaluated financial assets;

resolved defendant issues and disputes. Provided credit counseling for payment arrangements.

Feb 1990 - Oct 2002

Nationwide Credit Corporation Alexandria, VA

Collections Representative

Responsible for timely collection of large balance (English and Spanish) commercial, corporate,

medical and consumer accounts. Duties include: insurance billing and follow up, negotiation of

settlements with consumers and attorneys; verification of assets for possible litigation including

bankruptcy, estate or job attachments and foreclosures; review credit reports, skip tracing, dealing with

difficult customer service issues, mailed invoices, provide credit counseling for payment arrangements,

processed credit card payments and checks, and up-dating all activities in a database.

Education and Skills

Northern Virginia Community College – Coursework in Computer Information Systems

Other coursework on Medical Terminology and Anatomy, ICD-9 and CPT coding.

P roficiency in Filipino and Spanish languages. Competency in FDCPA rules,

703-***-**** • ***********@*******.***

Eduardo J. Serrano

HIPAA and Medicare/Medicaid regulations. Certification with the American

C ollector Association.

References

References are available on request.

Contact this candidate