Service Representative Data Entry
Resume:
Cecilia Villalva
San Antonio, TX 78240
OBJECTIVE
To contribute acquired skills and educational background as a Customer Service Representative and be able to perform each essential duty satisfactorily while ensuring the highest levels of knowledge and professionalism. Interested in fully remote position (work from home). PROFESSIONAL EXPERIENCE
Kinetic Concepts, Inc. (KCI)
5800 Farinon Drive, Building IV
San Antonio, TX 78249
Homecare Recertification Specialist
August 2021 - March 2023
Responsibilities included reviewing, analyzing, and reconciling initial Accounts Receivable and Order Entry exceptions and discrepancies to ensure accurate invoicing and prompt payment within 3M/KCI business practice and time sensitive guidelines. Performed extended resolution activities on more extensive exceptions and discrepancies including engaging parties such as Finance Department, National Contact Center, Contracts Area and 3M/KCI field staff to collect necessary transaction details required to advance the resolution process. Utilized higher-level knowledge of accounts receivable practices and information systems to identify and remove barriers to account collection. Facilitated high volume, extensive professional level verbal and written communications to a broad spectrum of internal and external contacts during all resolution activities operating within strict federal credit guidelines and in full compliance with Sarbanes-Oxley regulatory requirements. Researched and verified all requisite specific transactional information such as contractual stipulations and service dates, initial order entry information, purchase order information, contract information such as price breaks, volume commitment levels, current and actual volume levels. Practiced continual autonomous decision-making based on knowledge and understanding of a variety of contractual pricing structures. Facilitated independent actions to assure purchasing and activities are within stated contractual guidelines including recognizing and complying with various dynamic and goodwill pricing structures.
Startek – Center for Disease Control (Vaccinations for Covid-19 Project) Customer Service Representative III (Bilingual)
May 2021 – July 2021 (Project Termed)
Responsibilities as a Bilingual Customer Service Representative was to make an impact every day by providing knowledgeable responses to numerous telephone inquiries in a courteous, timely and professional manner for CDC-Info which is the Center for Disease Control’s national contact center. We were live agents to help find the most up-to-date, reliable, consistent, and science-based health information on more than 750 health topics, including Covid-19 and included maintaining a current understanding of CDC-Info procedures in order to provide knowledgeable responses to numerous telephone inquiries in a courteous, timely and professional manner, adhere to the Privacy Act as it relates to the confidentiality of information released, respond to telephone inquiries within the set departmental staffing and time parameters, maintain appropriate documentation of phone inquiries, maintain up-to-date knowledge of CDC-Info regulations and policies as they apply, utilize databases and written materials to look up and provide information to telephone inquiries, continually look for and suggest process improvements, which will benefit CDC and the public (inquirers), assist with on the job training for new and temporary employees as requested, and report problems that occur and assist with the resolution.
Mission Park Funeral Chapels – South
1700 S.E. Military Drive
San Antonio, TX 78214
Funeral Service Internship
September 2010 to October 2010
Funeral Assistant – (Funeral Directing Apprentice) July 2013 to September 2017
Responsibilities included receiving first (death) calls, obtain permission to embalm, obtain release of remains, arrange transfer of deceased from place of death to funeral home, obtain custody and inventory of personal effects; obtain burial, cremation, or transit permit, obtain vital statistics needed for legal documents at arrangement conference, present GPL and Facts about Funerals brochure. Explain and provide services and funeral options so that family can plan a meaningful service, coordinate with clergy and military, obtain information for death notice and photo for submission to newspaper; assist with flower, casket and vault selection, video/DVD tribute; assist with selection of register book, memorial folders, or prayer cards, contacting and coordinating with cemetery, completing forms for Social Security benefits, explain veteran benefits, obtain flag, and completing insurance forms. Additional responsibilities include dressing, cosmetizing, and casketizing the deceased and place in visitation room in a proper manner to make presentable for viewing. Greet and direct guests to visitation rooms or chapel, arrange flowers, arrange with police escorts for procession, arrange cars for procession, coordinate with pallbearers, closing of the casket and ensuring family request of items left in or remove from casket, assisting with procession to church, and ensure correct location of grave at cemetery.
Kinetic Concepts, Inc. (KCI)
5800 Farinon Drive, Building IV
San Antonio, TX
Claims Specialist II
January 2008 to September 2015
Responsibilities include providing supervisor with work progress reports on a daily, weekly, and monthly basis as required, review accounts for current and completed MWP and authorization, flag accounts for review within 48 hours, contact payer/CM for reauthorizations and provide clinical MWP, verbal denial review requests to case management, request for in-take manager to review accounts to bill based on Medical Necessity (when applicable)/Request for Supervisor to review accounts for lost days (when applicable), follow-up on authorizations, review of INVFs for pending benefits and eligibility, call insurance CM/Auth department and inquire if home health facility information has been received, review for possible hold start/stop dates, cave/remove/route documents, complete bill to changes request, review pending authorization accounts for status, review needed docs and submit to COPA, add note codes to accounts pending required information per payer guidelines, log documents on daily production sheet. Clinical Data Specialist
October 2007 – January 2008
Responsibilities include providing support for the KCI claims process and clinical review process by accurately and efficiently keying all data entry as related to the KCI wound tracking program. Receives, reviews, and inputs wound measurements, and other related information from KCI forms (or from clinical notes), process initial and monthly wound measurements received via Bizflow, maintain a organized and efficient work flow, determine what pertinent information is missing and forward them or escalate to appropriate parties, work closely with Supervisor and Clinical Services Manager and all levels of management in identifying and resolving process improvements, communicate problems and/or opportunities to Supervisor, and be familiar with the entire wound tracking process to include paper flow from order entry through placement and recertification.
Martin & Futrell Funeral Homes
3839 Montana Ave.
El Paso, TX 79903
Administrative Assistant – Pre-Need Sales Department August 1999 – March 2001
Liaison to the District Sales Manager and 41 pre-need Family Service Counselors on the funeral and cemetery pre-need sales department. My responsibilities included preparing contract packages, process all pre-need contracts, produce weekly and monthly reports for all funeral locations, monthly counselor net production reports, daily funeral numbers, month-to-date reports, and board volume reports. I was also a secretary for Martin Funeral Homes – East where I performed general administrative duties to include: answering telephones, arrange first call appointments, prepare burial transits, death certificates, compose obituaries for the local newspaper, prepared prayer cards and memorial books for the deceased, assisted with families to obtain information on the deceased, assisting placing the casket in chapel or state room prior to viewing and services, arranging floral bouquets in the chapel and casket spray on casket, directing and escorting mourners to designated location of deceased, removing all cards from floral arrangements to place in the family bag from the funeral home, assisting with pallbearers as to what their duties are and giving them.
EDUCATION
Texas Funeral Service Commission
Provisional Funeral Director License
Effective May 1, 2014
San Antonio College
Major: Associates Degree in Applied Mortuary Science Funeral Director Certified Graduate
Graduated May 2011
International Business College
Medical Office Specialist
Graduated November 1994
J.M. Hanks High School
General Academics Curriculum
Graduated August 1993
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