Customer Service Home Health

ROSALIE C. DE GUZMAN

***********@*****.*** • 757-***-****

WORK EXPERIENCE

The Planning Council Norfolk, Virginia

Financial Grant Analyst July 2022 – February 2024

Drafted program-specific invoices with documentation to submit to relevant agencies

Updated product/billing items to reflect accurate account numbers

Assisted with Cash Application to ensure that cash received is applied to the correct outstanding invoices

Reconciled revenue accounts monthly by running the income statement and reconciling per project and followed up on any past due claims

Monitored balances of organizational assets, including cash, investments, 403B, equipment, and receivables

Prepared and filed accurately any monthly claims for HUD, Community Development, and Respite programs and provided the prepared file to the VP of finance for AR entry

Prepared all documentation for expenses related to claims submissions and filed them accurately

Reconciled program revenue and expenses to the applicable systems quarterly

Provided excellent internal and external customer service by answering questions, providing information, and assuring appropriate follow-through, and/or resolution including responding to emails promptly

Assisted in audits and preparation of audit work papers

Performed other job-related duties as assigned, including training and assistance with Finance team assignments

Conducted daily cash monitoring – checking bank balances; transferring funds between accounts and issuing voids when necessary; logging checks; physical deposits; creating deposits; applying payments to invoices; reconciling four checking accounts; creating bank adjustments when necessary; monitoring outstanding checks and petty cash transactions; replenishing cash when necessary

Westminster-Canterbury on Chesapeake Bay Virginia Beach, Virginia

Home Health and Hospice Billing Specialist August 2021 – March 2022

Performed a variety of advanced duties involved in the billing and collections for skilled Home Health Care, Home Care and Hospice services provided by Westminster-Canterbury in accordance with established procedures and regulations

Led weekly staff meetings

Prepared bills/data for all pay sources, fulfilling individual requirements for each pay source in order to bill accurately and adjust any billing/data errors found on bill in a timely manner

Processed month-end billing and reports and printed them (bills and reports) for all pay sources, ensuring that each pay source is processed separately and in a timely manner and produce demand bills if required.

Submitted insurance claims to clearinghouse or individual insurance companies electronically or via paper UB04/HCFA 1500 forms and followed up with insurance company on unpaid or rejected claims

Responded to inquiries regarding all pay sources and verified client coverage accurately and timely and identify customer needs and responds to all customer inquiries/needs in a timely manner, ensuring a high level of customer satisfaction.

Filed accurate medical claims on a timely basis to Medicare, Medicaid and Commercial insurance companies, and responsible parties

Maintained an accurate accounting of insurance billing, payments, etc.

Assisted patients and responsible parties with questions and concerns regarding their accounts

Saber Healthcare Virginia Beach, Virginia

Director of Medical Records November 2020 – August 2021

Sentara Healthcare Nursing Center Virginia Beach, Virginia Norfolk, Virginia

Director of Medical Records June 2005 – November 2020

Converted all paper charts to electronic records

Reviewed, processed, and issued medical records requests for various parties according to laws and regulations

Gathered patient demographic and personal information

Assisted with federal and state audits/surveys/investigations to ensure compliance with state and federal laws and regulations

Assisted and trained medical providers regarding billing and coding to ensure proper note-taking and charting and prepare for audits

Distributed medical charts to the appropriate departments of the facility

Assisted with risk management and lawsuits

Maintained quality and accurate records and organized efficient database and filing systems, including chart thinning and replenishing and checking chart orders for completeness and accuracy

Ensured patient charts, paperwork and reports are completed in an accurate and timely manner

Ensured medical records are protected and kept confidential in accordance with HIPAA

Filed all patients' medical records and information in Vision for EMR

Supplied the nursing department with the appropriate documents and forms

Unit Secretary July 2000 – July 2005

Performed clerical duties including answering phones, responding to emails, and processing patient admission and discharge records

Processed insurance verification, perform Medical Coding, and verify and correct all medical records

Scheduled medical appointments and arrange transportation for residents

Served as liaison for visitors, residents, staff, and departments

H&R Block Norfolk, Virginia

Tax Advisor December 2001 – Present

Interview clients and provide tax advice to gain the greatest tax benefits from their financial situation

Prepare accurate and honest Individual Tax, Business Tax, and Corporate Tax Returns

Help clients file their taxes electronically and provide them different refund options

Advise and assist clients on how to avail of the easy pay method for any balance due

Advise clients on how to save and prepare for retirement

Provide information to clients on how to prepare for future tax returns

Provide tax preparation, tax audit support, and tax planning

Build year-round client relationships

Generate business growth, increase client retention, and offer additional products and services

Ensure successful completion of annual continuing education requirements and meet all other IRS and applicable state requirements

Analyze client information to ensure compliance with government regulations

Use tax expertise and knowledge of the U.S. tax code to assist individuals and businesses minimize tax liability by decreasing their taxable income and taking advantage of all applicable adjustments, deductions, and tax credits

Resolve customers’ tax concerns

First Women’s Credit Corporation Baguio, Philippines

Senior Loan Officer 1993 – 1997

Senior Loan Verifier/Head Loan Verifier

Legal Assistant

Reviewed loan applications and recommendations for approval/denial

Justified decisions (approvals/rejections) and report on them

Assessed customer needs, exploring all options and introduce different types of loans

Utilized and leveraged resources at hand to resolve customer’s loan concerns

Planned and supervised work procedures in line with office policies

Assisted loan manager in determining the credit risk of the loan portfolio

Coordinated all aspects of the loan application process

Determined all applicable ratios and metrics and set up debt payment plans

Handled past due accounts for litigation

Assisted in court trials and preparation for case filing

Entered into legal amicable loan settlements

Operated in compliance with laws and regulations and adhere to lending compliance guidelines

Trained new employees and supervised the work of other loan officers

Coordinated workflow, directly and indirectly responsible for successful performance of duties by all loan verifiers

Evaluated all duties and responsibilities of loan verifiers and make recommendations to loan officers

Checked client credit references

EDUCATION

Saint Louis University, Bachelor’s of Science Degree in Accounting Baguio, Philippines

Ashworth College, Associate’s Degree in Accounting (with Honors) Norcross, Georgia

Tidewater Community College, Medical Billing and Coding Certificate Norfolk, Virginia

SKILLS & ADDITIONAL INFORMATION

Awards: Sentara LifeCare Employee of the Month - 2005

Computer Skills: Vision; myUnity; PointClickCare; Microsoft Office (Word, Excel, Outlook, PowerPoint, OneNote); Internet Proficiency; Quickbooks; Data Entry, Information Management; Windows OS

Office Skills:

Interpersonal Skills

Telephone & Front Desk Reception

Data Entry, Scheduling, Planning, Multitasking, and Organizing

Customer Service & Complaint Handling

Scanning, Filing, Uploading, & Office Equipment Usage

Database, Spreadsheets, and Records Management

Medical Billing and Coding

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