Customer Service Representative

Gina S. Dehesa

W***N***** Sylvan Circle • Germantown, WI 53022 • 262-***-**** • *********@*****.***

Skills

Client/Customer Relations

Strategic Thinking

Speed and Efficiency

Positive Attitude

Time Management

Collaboration

Problem Solving

Education

University of Wisconsin – Madison December 1995

B.A., Anthropology

AAPC May 2007

CPC

Experience

Centene via Robert Half November 2021-May 2022

Remote Customer Service Representative

Remote contracted customer service assisting clients understand their benefits in detail.

Processed demographic changes. Properly described their out-of-pocket costs. Assisted in finding providers

Provided respectful and empathic customer service

Found solutions to assist clients successfully

Adhered to government and company regulations and policies

A Midwest State Unemployment Agency via Robert Half July-November 2021

Remote Customer Service Representative

Remote customer representative contract position assisting citizens with claim questions, registration of new claims, transition to new claims in the COVID-19 Era.

Tracking of payments and issues.

Processing of computer error resolution, and other jobs as assigned.

Wisconsin Election Commission via Robert Half October- November 2020

Remote Contracted Processor

Remote verification of absentee ballots. Including verification of registration to vote, identify verification, and reviewing applicants paper (delivered to me scanned) paperwork. Temporary position.

Homemaker 2012-2020

Precision Practice Management 2002 - 2012

Implementation, Education, and Training Manager

Project management of implementations for clients transitioning to our company.

Interfaced with clients, IT personnel, consultants, insurance companies, and other involved parties.

Trained staff on practice management and EHR software.

Managed billing and reimbursements for Commercial Insurance companies, Medicare, and Medicaid.

Education on coding, documentation, and process improvement.

Managed several large accounts including oversight of the A/R, problem-solving, direct one-on-one education, group seminars, and direction for internal staff.

Completed research on any topic needed to give our company and clients the knowledge needed.

Assisted in new client acquisition and retention.

Staff development and management of workflow.

Accounts Receivable Manager

Dispersed work assignments to internal and international staff.

Audit and evaluate production, affectability, and developed process improvements.

Worked with external staff with process improvement to increase collections.

Help develop and improve data mining software for improved workflow across the company.

Interfaced with insurance companies to resolve problems.

Aided in new client acquisition and retention.

Performed hiring, performance reviews, and education for my staff.

Washington University in St. Louis - School of Medicine 2000-2002

Reimbursement Supervisor

Supervised key reimbursement processes for the Department of OB/GYN including registration, charge entry, documentation, and appeals.

Recommended and implemented changes in the documentation and billing process.

Analyze the A/R and billing trends and report trends and suggest reimbursement enhancements to physicians and department heads.

Reduced the DRO and increased the gross and effective collection rates.

Healthcare Strategic Initiatives, LLC 1997-2000

Account Manager

Managed 17 of the multi-specialty practices within our company.

Supervision of the staff servicing the accounts ensuring all tasks, such as, posting charges and receipts were completed.

Audited the staff for accuracy and compliance.

Aided in the practices cutting costs in their daily operations and educated them on ways to increase their reimbursement.

Supervisor

Supervision of over ten practices revenue cycle management.

Managed a staff of physician billers ensuring superbills and receipts were entered in a timely fashion, and that A/R follow-up was completed to the fullest.

Completed performance reviews, interviewing, and hiring.

Decreased DRO's and increased revenue for the practices.

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