Human Resources Customer Service
Resume:
Josie Amaya
San Antonio, TX **211
E-mail: ***********@*****.***
PROFILE: Ambitious service minded with excellent interpersonal skills, i.e., human resources, customer service, social services, with full commitment to new career path. Interested in all facets of personnel management. Have obtained strong background in administration, hu upman relations and management.
Work Experience
02/02/23- present. Alorica 10940 Laureate Dr building 8000, San Antonio, TX 78249
210-***-****. servicing rep for Apple Worked collections: collect on past due accounts in
bound and outbound calls, set up customers in need of assistance on payment plans.Servicing:
assist with transaction issues, changing personal information, payment and statement issue,
ordering Platinum card, walkthrough in how to use wallet, etc. took chat calls. A 95 and above
QA scores. met adherence goal
■06/2018- 11/2022: Kemper/ Infinity Insurance Company
900 E Laurel Ave, McAllen, TX 78501. Handled inbound Customers, Insurance Agents, Lienholders, law officers, attorneys, etc. calls, assisted with insurance plan questions or concerns, made changes to their policies i.e., adding or removing coverages, drivers/ vehicles. Taking payments, reinstating their policies, reviewing documents received, mailed out documents, ID cards as needed via mail/email or fax. Worked with 2 different systems at the same time. Special projects, such as First Notice of Loss calls for claims, Insurance Agents issues team, worked on emails, and all documents received. Met Average Handle time, QA and adherence goals. Was promoted to a ‘Rep C’ on last employee evaluation. Rep C's are able to perform supervisory functions.
■10/05/2017-1/25/2018: Agent, Manpower (The Department of Homeland Security FEMA) Assigned to learn all areas of FEMA Disaster Assistance Victim Application processes, and review application to determine activity and where the application process was at all times. Took Bilingual calls, made applications, answered any questions about the status of their applications took action to insure progress was being made helped with sending pre certification of extend housing rental assistance/hotel assistance requested stop payment of checks, sent reissue request insured everything was correct with application, made appropriate changes when needed. Documented everything that took place with application. Trained to take suicide calls, follow protocol read daily FEMA changes and put them in place.
■05/18/2008- 08/17/2017: Office Manager, Kool Smiles McAllen, Tx
Supervised all Dental Assistants, CSRS and Dentists. In charge of staffing and firing, performance reviews, payroll, accts payable, accounts receivable, compliance, supplies, treatment plans, insurance verification, prior authorizations. All aspects of office management
■07/16/07 to 12/28/07: Patient Access Director, Southwest General Hospital, Iasis Healthcare, San Antonio
289 bed/acute care facility that includes ER services, Wound Care, Physical Therapy, Geriatrics& Regular Adult Psych, Bariatrics, Diabetes care, and a Birth Place Center. I’m over 1 supervisor, a team lead and approximately 40 employees. Supervised and managed the daily operations of all patient registration areas. Registration is the HUB of operations for all clinical areas. The registration areas are responsible for collecting the correct insurance information for productive billing and collections.
This area works hand in hand with all the clinical staff and physicians to ensure that patients are getting the best quality of care and are registered with the correct clinical services.
01/31/2004 - 11/04/2006: Asst. Director, South TX Health Systems Universal Health Services, Inc. 7/03/2001 - 01/31/2004: Director, Doctors Hospital of Laredo, Universal Health Services, Inc.
Both jobs consisted of overseeing all Bs Office Personnel and their functions. Planning, organizing and implementing work assignments and projects to decision making, by using analysis, objectivity foresight, drive and creativity. Skilled in getting the work done through formal or informal direction of others. I was over Billing, Collections, Foundation Coordinator, Managed Care Coordinator, Account Analyst, Financial Counselor, Government Accounts, Nurse Auditors, Technical Support/Data Entry, QA, Admitting and Resource Scheduling. Employees: Over 160, 20 under my direct supervision.
Conducted Bs. Office Education Orientations every two weeks, (utilized presentations, hand outs, audio and visual equipment, department managers, HIM, Risk, and Quality Control representatives, managed care reps, etc., to accomplish this duty. Established controls/measurements for an effective compliance program; review the progress and process of:
●Revenue Audits
●System Enhancements
●Account Billing
●Governmental Collections
●QI and Data Areas
Trend and analyze measurements to identify issues and/or ensure compliance is met. I developed action plans when needed. Coordinated/conducted investigations by utilizing in house auditors, local and corporate vendors (Med Assets, Ingram and Associates, Sarbanes Oxley) to resolve compliance issues by having them review our accounts and setting up action plans to correct the findings.
Strengths: Leadership, deliverance, productivity and service excellence.
■10/95-07/2001 HCA: The Healthcare Company
07/2000 to 07/2001 Collections Manager, HCA Healthcare Corp/RSC (51 employees)
Government and Non-Government claims.
Job Requirements: Proactively prioritizes needs and effectively manages resources. Communicates clearly and concisely, guide individuals and groups toward desired outcomes, setting high performance standards. Establishes and maintains long-term customer relationships, building trust and respect by consistently meeting and exceeding expectations. Executes and oversees the development and implementation of complex programs and processes. Articulates knowledge and understanding of organizational policies, procedures and systems. Demonstrates proficiency in Microsoft Office applications and others as required. Applies tools and processes to successfully manage to budget.
Conducts monthly staff meetings, Identifies staff needs and communicates those needs to the Director. Screens and interviews and arranges the training of new hires. Assures productivity of each staff member. Performs annual evaluations and reviews staff
member’s productivity by conducting quality and assurance on each employee’s worked accounts. Counsels staff with disciplinary and productivity issues.
03/2000 to 07/2000 Non Government, Collections/Supervisor, HCA Healthcare Corp/RSC.
Job Requirements: Organizes reports, plans and employee assignments to ensure accounts are being worked correctly and accurately. Assures discounts, write-offs and payment agreements are done correctly. Monitors employee productivity. Develops forms to help the monitoring process and implements them. Puts project accounts into spreadsheets for meetings and managers. Makes sure that 60, 90 & 120 day old accounts are being worked on a timely manner. Distributes Clear Access reports from manager and insures they are completed. Conducts meetings with employee’s o help in problem solving and discuss new procedures. Communicates with employees through E-mail, memos and meetings. Resolves contract, new programs and account issues by utilizing management and hospital staff. Employee performance and conduct is contained, by means of write-ups and performance reviews and turned over to manager. Attends Managed Care meetings and department meetings, to assure collections are abreast of all new policies and procedures. Keeps Team lead informed and monitors their performance. Delegate’s job duties with Team lead to ensure everything is up to collection standards.
12/97 to 03/2000 Non Government Collections/Team-lead, HCA Healthcare Corp/RSC.
10/96 – 12/1997 Non-Government Collections/Collector Transferred from Operations/Q A @ CBO
10/95 – 10/1997 Operations/Quality Assurance @ CBO transferred from Methodist Woman’s & Children’s.
Job Requirements: Insurance Benefits Pre-certified patient admissions. Worked on unbilled reports and verified Medicare and Medicaid Benefits. Assigned to NE Methodist, Metro and Brazos Valley Medical Center. Floating Financial Counselor for NE Methodist and Women’s and Children’s Hospitals. On call for ER Admitting, at Women’s and Children’s Hospital.
10/95 – 10/1997 Patient Registration @ Methodist Women’s and Children’s
Job Requirements: ER and Regular admitting patient registration. Data Entry, patient, payments, insurance verification and customer service. Interacting with Doctors and Nurses to accommodate patients’ needs and follow proper admitting procedures.
06/93 – 12/1995 Bilingual Telephone Service Rep. @ Phone Power, Inc. 16414 San Pedro S.A., TX 78232.
Job Requirements: Received Customer Service orders complaints and processed applications for major companies. Such as USAA, Life CO., Wells Fargo, American Express, HBO, etc.
11/88-06/1993 HUD Dept of Housing
09/91 – 12/1993 Family self-sufficiency Coordinator Harlingen Housing Authority, 201 S. First St. Harlingen, TX 78550.
Job Requirements: Served as a community service advocate to housing authority residents. Administered the Program and handled all aspects of policies and procedures, plus office operations. 11/88 – 08/1991 Tenant Resource Specialist City of San Benito / San Benito Housing Authority, 1400 N. Reagan, San Benito, Texas, 78586.
Job Requirements: Managed program operations, served as community service advocate for Housing Authority residents. Provided administrative assistance and start up business advice, through the CDBG program to the housing developments resident councils, help start small business operations. 10/81 – 07/1988 Executive Rep. / Customer Service Federal Express Corporation, Harlingen, Texas
Job requirements: Collected and worked on a one to one basis with top accounts, handled complaints, resolved invoice problems and served as interpreter when needed. Office duties included customer service, collections, timecards, employee scheduling, data entry, dispatching and service training.
Educational Back Ground:
●San Benito High School / San Benito, Texas/ Graduate
●Texas South Most College/Texas Language Arts & Commercial Academy / Brownsville, Texas Diploma: Marketing/ Calculus, retail & wholesale merchandising, management, and basic accounting.
●San Antonio College / Medical and Dental Assistance, San Antonio, Texas. Major: Medical Administration/Medical Computer Specialist. Medical Terminology, Medical Law & Ethics, Insurance, Collections, Data entry, Patient Records, Computer Accounting, CPT & ICD coding, Management, First Aid and CPR certification
Workshops, Training and other education:
●Federal Express, Memphis, Tenn. Training Courses: Management, Collections, effective writing, telephone etiquette and Dangerous Goods Taining (DOT).
●HUD/Department of Housing, Austin/Corpus Christi/San Antonio, and Texas: Training Courses: Social Services, self-sufficiency, Section 8 and Resident manager training. HUD CDBG training, Zoning and Planning committee and Small Business Administration orientations.
●HCA: The Healthcare Company, San Antonio, Texas. Training Courses in Company Policy and Procedures, Collections, Clear Access, File Maintenance System, Report Writing, Printing and Formatting. MOX and Patient Abstract. Medifax, Compass 21 and Medicare CWF knowledge.
●STHS: Certificate in from the Practice Management Institute in Compliance Officer Training. Leadership Excellence Training, Effective Hiring Techniques, Bioterrorism and other public health emergencies from South Texas Programs at UTHSCSA (San Antonio, Texas). CMS Certification Program, Customer Service Management Training, Knowledge of Medicaid and Medicare Manuals, DRG / Fee Schedule rates, LMRPS/LCD’s updates.
References furnished upon request.
Contact this candidate