Customer Service Medical Billing

***** *** ****** **. #*** Charlotte North Carolina 28273 704-***-**** ************@***.***

Teresa Vallejo

Objective

With more than 20 years of extensive customer service experience in a medical setting, focusing on patient satisfaction. With diversified knowledge of medical billing, insurance verification, scheduling of procedures and Osha guidelines. Proven ability to apply acute attention to detail with maintenance of data, in an automated system. Key strengths include excellent organizational skills, effective time management and willingness to assist other colleagues; with moral values and ethics concerning confidentiality.

Experience

Anthem – Winston-Salem, NC

Customer Service Rep 1 September 2021- Present

Handle customer complaints, provide appropriate solutions and alternatives within the time limits

Provide high energy level, industry knowledge and can overcome patient concerns properly

Provide excellent customer service.

In and outbound calls up to 50 calls in an 8-hour shift.

follow up to ensure resolution

Keep records of customer interactions, process customer accounts and file documents

Follow communication procedures, guidelines, and policies. Take the extra mile to engage customers

Researches and analyzes data to address operational challenges and customer service issues

Uses computerized system for tracking information gathering and troubleshooting

Follow-up telephone calls/e-mails to answer customer question that are routine in nature

MTI Americas – Pompano Beach, FL

Reservation Specialist (July 2019 – April 2020)

• Assist patients with their reservations for transportations and services needed.

• Requires organization and distribution of information, problem-solving skills.

• Ability to sympathize with callers, while effectively describing the benefits of our programs.

• Basic PC & Internet skills.

• Familiarization with a hospital or clinic admissions process.

• Provide high energy level, industry knowledge and can overcome patient concerns properly positioning program and successfully encourage patient participation.

• Ability to multi-task in high paced sales environment.

• Work apart as a team to hit department goals.

• Provide substantive training for new staff.

• Complete daily tasks in a timely manner.

Envision Physician Services - Plantation, FL

Customer Service Representative I (Aug. 2017 – July 2019)

• Inform patient of account balances and payments.

• Add/update insurance information to patient's personal accounts.

• Take up to 90 calls in an 8 hour shift.

• Provide excellent customer service.

• Process payments over the phone.

• Update patient's demographic information.

• Provide important account information such as health insurance denials, accounts in collections, payments that need to be made, etc.

• Resolve problems or forward to managers as needed to diffuse intense situations or frustrated callers.

• Perform clerical duties, such as: scanning, printing, faxing, etc.

Skin and Cancer Associates- Pembroke Pines, FL

Office Assistant (April 2016 - Aug. 2017)

• Processed billing and coordinated all collection efforts.

• Maintained all patient accounts.

• Intake coordinator- Processed all insurance verifications.

• Ensured all patient statements were mailed out in a timely manner.

• Ensured all patients' needs were adequately met.

Minars Dermatology - Pembroke Pines, FL

Customer Service Representative (Jan. 2015 - Sept. 2017)

• Explained and applied hospital and federal policies and regulations to ensure proper patient care.

• Achieved high performance evaluations for call handling ability and quality of services provided to patients in a fast paced, high volume call center.

• Assisted patients with all aspects of insurance billing resolution or payments and documented any information or conversations in the computer regarding patient's accounts.

• Resolved problems or forwarded to managers as needed to diffuse intense situations or frustrated callers.

• Prepared patients' charts, updated all information, confirmed appointments, prepared patients for exams, procedures, and collected payments.

•Controlled busy switchboards, forwarded messages to appropriate parties.

• Maintained filed and storing of archives with specific attention to confidentiality.

United Sleep Diagnostics - Pembroke Pines, FL

Customer Service Representative (Sept. 2010 - Jan. 2015)

• Managed incoming phone calls, resolved patient inquiries and referred calls to appropriate departments.

• Preformed cash and credit card transactions for patients' visits, diagnostics studies and supplies.

• Scheduled patient procedures/appointments.

• Coordinated diagnostics prior to procedures.

• Ensured compliance to company policies and procedures.

• Utilized my knowledge of the healthcare field by explaining insurance coverage benefits and medical care cost to patients.

• Archived high performance evaluations for call handling ability and quality of service provided to patients in a fast paced, high volume, call center.

Education

Miami Lakes Technical Center - 1998

High School Diploma

Home Health Aide Certification

Skills

Excellent with customer support services.

Work well without supervision.

Ability to prioritize and remain focused on the essence of an issue.

Strong attention to detail and follow-up skills.

Excellent planning and organization skills.

Skilled at learning new concepts quickly while working well under pressure.

Bilingual Fluent English/Spanish with the ability to translate.

Knowledge of computer programs such as Microsoft Word, Power Point, Excel and Outlook

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