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Skills

  • Medicare/Medicaid
  • Precertification
  • Billing discrepancy resolution
  • Insurance Verification
  • Complex inquiry resolution
  • Cross-functional collaboration
  • Adaptability to new healthcare technologies
  • Service standard compliance
  • International sales support
  • Receiving support

Work Experiences

  • Improved efficiency and performance by tracking team member productivity and providing feedback.
  • Provided ongoing guest service, which included Workday recommendations.
  • Contributed to $18 in annual store sales per 6 months.
  • Responded to customer requests by providing excellent customer service and customized recommendations to meet their needs.
  • Attended and led employee staff meetings, reporting trends in procedures, advising leadership on needed resources, and receiving information to disseminate.
  • Looked into and resolved issues with accounting, service, and delivery.
  • Communicated with customers, management, and the sales team to better understand their needs and make recommendations.
  • Was in charge of replacing damaged or missing products in a timely and efficient manner.
  • Kept track of cash drawers in multiple checkout stations and ensured that there was enough cash on hand.
  • Increased customer retention by creating and offering unique discount opportunities, as well as generating interest in new product lines.

Summaries

  • Fluent in Portuguese. Personable and professional communicator.
  • HubSpot expert with experience in quality assurance services.
  • Medical Customer Service Representative who is well-versed in dealing with difficult customer issues and promoting positive outcomes.
  • Customer Service Representative with 15 years of retail experience in fast-paced, team-oriented environments.
  • Under duress, personable and professional.
  • Dedicated to achieving established targets and team goals and has a track record of success.
  • Flexible Medical Customer Service Representative with a reputation for putting the patient's needs first and supporting them on a personal level.
  • With an exceptional passion for developing relationships, cultivating partnerships, and growing businesses, she is articulate, energetic, and results-oriented.
  • Competent Medical Customer Service Representative with a desire to exceed sales targets and establish long-term customer relationships.
  • Expert at providing relevant information and options for resolving problems effectively.

Accomplishments

  • Automated manual workflows related to claims submission, saving the department 14 hours per week in manual labor.
  • Trained staff on new Salesforce, increasing overall departmental efficiency and system adoption rates by 16% within several months.
  • Worked closely with the claims processing team to boost insurance approvals by 38%, reducing wait times and improving team efficiency.
  • Received Outstanding Service Award for consistently maintaining strong patient relations, handling an average of 5 patient calls and support requests per day.
  • Successfully drove a 39% improvement in patient communication response time after the implementation of a new tracking system.
  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Converted 18% of escalation calls into resolved cases without supervisor intervention, leading to improved workflow and customer satisfaction.
  • Consistently rated in the top 9% for customer satisfaction based on post-call surveys, highlighting excellent patient communication and service delivery.
  • Provided personalized billing support to patients, improving their understanding of payment plans and increasing payment collections by 45%.
  • Enhanced patient retention rates by streamlining appointment reminder processes, contributing an additional 54% increase in patient follow-ups.

Affiliations

  • International Association of Administrative Professionals
  • Healthcare Information and Management Systems Society (HIMSS)
  • Project Management Institute
  • American Telemedicine Association (ATA)
  • Global Alliance for Patient Access (GAPA)
  • American Society for Quality – Certified Quality Inspector ITIL
  • National Association for Specialty Pharmacy (NASP)
  • Professional Association for Healthcare Coding Specialists (PAHCS)
  • Customer Contact Week (CCW) Participant 2022
  • Healthcare Financial Management Association (HFMA)

Certifications

  • Certified Billing and Coding Specialist (CBCS) - NHA 2024
  • Certified Medical Office Manager (CMOM) - Practice Management Institute 2024
  • Certified Healthcare Billing and Management Executive (CHBME) - 2016
  • Certified Patient Account Technician (CPAT) 2018
  • Google Certified Professional Cloud Architect
  • CompTIA Network+
  • Certified Healthcare Customer Service Associate (CHCSA) - 2022
  • Certified Healthcare Customer Service Trainer (CHCST) - 2021
  • Certified Medical Reimbursement Specialist (CMRS) – 2017, Cedar Works
  • ServSafe

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