Customer Service Medical Billing
Resume:
Gabriela Bonina
Worcester, MA *****
*********@*****.***
Professional Summary
* *****’ experience in customer service along with 3 years of medical billing and collection specialist. Able to handle customer complaints and maintaining a positive and friendly disposition. Detail-oriented, professional, and successful at meeting and exceeding expectations and goals. Skills
• Detail and Goal oriented
• Computer Savvy
• Deadline-driven
• Strong customer relations
• Self-sufficient
• Approachable
• Proficient in MS Office, Excel, PowerPoint, Word
• Team Player
• Bilingual English, Native; Spanish. Able to
provide clear customer service in both
languages
Work History
Self-Pay Credit, Specialist 02/07/2021 – Present
Umass Memorial Billing Department – Worcester
• Work assigned work queues in EPIC
• Review and research credit balances
• Review insurance denials and claims and updated notes for follow up
• Document all actions taken in the billing system.
• Research and address unapplied payments
• Accurately apply payment to correct invoices
• Collaborated effectively with Collections and Billing Teams
• Request refunds where necessary and/or apply credit balances to existing outstanding balances
• Troubleshoot credit files going to the bank
• Completed daily statistic summary reports/logs.
• Complied with established departmental policies, procedures, and objectives.
• Attended variety of meetings and Perform duties as assigned
• Demonstrated use of Quality Improvement in daily operations. Customer Service Representative 04/01/2019-02/07/2021 Umass Memorial Billing Department – Worcester
• Handled high volume of in-bound and outbound calls pertaining to reconciliation of delinquent accounts, adding insurance, or questions on bills.
• Contacted clients with past due accounts to formulate and discuss restructuring options.
• Responded to inquiries efficiently to maintain acceptable wait times for callers in queue.
• Met daily expectations
• Responded to customers inquiries via Phone, email, and online via MyChart
• Verified coverage and eligibility for medical services
• Post payments to correct accounts
• Use of insurance carrier portals for eligibility and claim information
• Work with clients to set up payment agreements
• Maintain patient confidentiality as per HIPPA
Sr. Account Representative, 07/10/2018 to 04/01/2019 MutualOne Bank - Framingham
• Handle 80+ customer interactions per day and polite service to ensure customer retention.
• Handle goals including selling plans, managing customer accounts, responding to service queries, and cancelling accounts.
• Trained 2 new employees in using our software, as well as basic duties and how to conduct calls.
• Able to research and manage highly complicated accounts to provide comprehensive service to customers and assist upper management.
• Memorized company products & services to answer customer quickly & efficiently.
• Remain cool during heated exchanges with irate customers and reach a peaceful resolution.
• Properly directed inbound calls in phone queues to improve call flow.
• Copied, logged and scanned supporting documentation.
• Responded to customer requests via telephone, email and online banking
• Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
• Answered product questions with up-to-date knowledge of sales and store promotions. Teller Manager, 06/2015 to 06/17
Citizens Bank – Marlborough
• Managed branch with a high average in monthly deposits.
• Received superior customer service satisfaction scores for 3 consecutive quarters, Received Employee of the Quarter Service award in August 2016.
• Preserved confidentiality of bank records and client information.
• Maintained friendly and professional customer interactions.
• Supervised four tellers and ensured their ongoing maintenance and compliance with guidelines.
• Met with each associate to establish realistic sales goals for the month.
• Answered telephone inquiries on banking products.
• Pulled daily branch reports.
• Encouraged sales staff to cross-sell.
• Addressed problems with customers to promote quick and successful resolution.
• Built relationships with customers to increase likelihood of repeat business. Customer Service Associate, 8/2014 to 06/2015
Peoples United Bank – Marlborough
• Maintained the ATM. Conducted monthly audits.
• Followed bank policies and procedures and applied a high degree of accuracy to process transactions in a timely manner. Ensured exceptional levels of customer service were met and maintained.
• Balanced the cash drawer, two ATMs, and the main vault daily.
• Trusted with situations requiring high-level problem-solving and decision-making abilities.
• Exceeded service objectives by utilizing customer service and sales best practices.
• Informed customers about special promotions and provided detailed information for various products. Education
High School Diploma: 2011
Shrewsbury High School – Shrewsbury, MA
Quinsigamond Community College: 2018
Medical Interpreting - Worcester, MA
Certifications
• Certified Medical Interpreting
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