Customer Service Management

Zaida Acosta

*** ****** ******, ***** ******, FL 33134

Telephone: 786-***-**** E-mail: *********@*****.***

Summary of Qualifications

• Innovative Professional with more than 15 years of progressive management and insurance claims management offering above standard customer service, staff training, supervision, and mentoring.

• Highly skilled in insurance claims negotiation, management reorganization, and departmental development.

• Quick study with ability to rapidly achieve organizational integration and easily adjust to job requirements. Energetic and self-motivated team player/builder. At ease in high stress, fast paced environments with multiple responsibilities.

• Excellent leadership, oral/written communication, and interpersonal skills. Thrive in both an independent and team member working environment.

• Known for developing and executing innovative corporate policies and procedures. Proven track record for streamlining workflow and creating a team work environment to enhance productivity.

• Languages Skills include fluency in English and Spanish.

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Work Experience

4/2006 – 10/2007 Dr. Luisa Lopez-Luciano Homestead, FL

Office Manager/Billing Coordinator

• Manage and perform all activities associated with the processing of the billing for the practice and ensure that correct coding is used to designate the diagnoses and procedures performed.

• Monitor, invoice and audit the billing associated with partner doctors to ensure timely payment and proper reporting.

• Ensure that patient records are accurate and complete in accordance within HIPPA regulations and guidelines.

• Assist the doctor with the initiation of new office procedures to increase efficiency.

• Develop efficient methods for patient scheduling.

• Responsible for the recruitment, training, and disciplining office staff.

• Oversee the financial aspects of the business, such as banking and collections.

• Develop contracts with managed care organizations.

• Maintain an appropriate office environment.

12/2003 – 4/2006 International Payment Services, Inc. Miami, FL

Executive Administrative Assistant

• Assisted Sales Director with administrative duties in the marketing of electronic data and electronic payment services.

• Provided client support to existing clients.

• Preparation and submission of product and service information packages to prospects.

• General office duties to include responding to emails and written communication from prospects.

09/1996 – 12/2003 Statewide Professional Services, Inc. Miami, FL

Claims Director

• Managed all activities for a medical billing processing and transcribing company with approximately 35,000 transactions annually.

• Maintained processing systems and consistently reviewed business operations to maintain or reduce monthly operating costs, while emphasizing in increasing of collections.

• Implementation of procedures to ensure that our clients were in compliance with state and federal insurance laws.

• Monitored, audited and assisted in the management of client’s billing and claims management departments.

• Assisted providers in developing inter-office procedures and claims documentation processing as per federal guidelines.

• Supervised a staff of 13 composed of claims processors, claims collectors and medical transcribers.

Zaida Acosta

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03/1991 – 03/1993 CAC Health Care Miami, FL

Worker’s Compensation Case Manager

• Responsible for the development of the Worker’s Compensation Claims Department.

• Managed a case load of approximately 400 claims annually.

• Hired and provided in-house training to case managers in the Worker’s Compensation Department.

• Analyzed case management survey statistics and organized and implemented strategic plans to decrease the reserve requirements by conducting proper case management.

• Interfaced with senior management to develop short/long term organizational goals and objectives.

01/1988 – 03/1991 First Alliance Insurance Company Miami, FL

Claims Adjuster

• Managed billing processing for a Worker’s Compensation unit with an annual case load of approximately 1,500 claims.

• Assisted four Senior Claims Adjusters in the preparation of documentation for their cases.

• Organized daily routines for five Worker’s Compensation internal private investigators.

• Participated in depositions and assisted the company’s legal council in court hearings.

• Prepared documentation required by the company’s legal council to take cases to court.

• Prepared monthly reserves requirement reports for management.

• Processed all written communication received from claimants and providers.

11/1985 – 01/1988 Amerifirst Bank & Trust Miami, FL

Trust Director Assistant

• Provided financial reporting, accounting, trust and secretarial administrative assistance to the department’s director.

• Responsible for the daily operations of new accounts and serviced existing clientele.

• Trained and supervised support staff.

Benefits Coordinator

• Prepared and presented new employee benefits orientation seminars.

• Processed all claims for assigned employee accounts.

• Prepared monthly management reports for the department.

• Trained support staff.

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