Work-From-Home Call Center

Helvya Rivera

Orlando, FL 239-***-**** ************@*****.***

Professional Experience

William McBride Law – Orlando, FL / Hybrid Work-from-Home Bilingual Paralegal Assistant April 2024 – August 2025

• Requested and tracked medical records, billing statements, and police reports to support active cases.

• Communicated with clients through Inbound and Outbound auto dialer regarding treatment progress and confirmed upcoming appointments.

• Assisted paralegal team with case intake preparation by maintaining organized documentation and follow-ups.

A&O Medical & Doctors Medical – Casselberry, FL

Bilingual Medical Scheduler & Patient Support Dece 2022- March 2024

• Accurately entered and verified insurance information and patient data into the ECW system to verify addresses for timely medical equipment delivery, while working in an Auto-Dialer Call Center system.

• Followed up with patients to confirm receipt of equipment and provide usage instructions.

• Processed wholesale orders and managed vendor payments.

• Ordered and tracked inventory across multiple suppliers. 21st Century Oncology / Integra Connect – Fort Myers, FL/Remote Payment Posting Bilingual Research Specialist/ Dec 2016 – October 2022

• Posted patient and insurance payments, ensuring timely claim updates.

• Researched and corrected payment discrepancies to maintain compliance and reduce errors. Reached out to patients to go over their financial responsibility.

• Processed Explanation of Benefits (EOBs) and denial correspondence with attention to detail.

Skills

Call Center Management/ Customer Service and Medical Scheduling- Experienced in using ECW, EHR, and Epic for appointment scheduling and patient data management.

Payment Posting & Billing Research,

Experience in Remote work from Home/ Bilingual Communication, Fluent in English and Spanish; Able to provide translation and interpretation services. Systems: CMS Salesforce, Avaya Auto Dialer, Nice Phone System, Citrix, Change Health, ECW, WayStar, Availity, Google Suite, Microsoft Office, Microsoft Excel, Teams, ADP, Workday

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