Alexa Hernandez
San Antonio,TX
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
17
17
years of professional experience
Work History
Research Specialist
CITIBANK
01.2022 - Current
- Exceptional attention to detail, ability to multitask, delegate work and prioritize tasks based on level of importance.
- Assist with procedure updates, streamlining processes, facilitating training and aid in onboarding new teammates.
- Facilitate team meetings, conduct walkthrough for leadership and/or audit.
- Maintain accurate logs for multiple processes to ensure all auditing guidelines and deadlines are met.
- Manage interpersonal consistent communication with all colleagues to ensure all branch violations are reported accurately.
- Able to work independently in a fast-paced environment as well as complete projects on time with minimal supervision.
- Efficient in maker and checker process for CTR reporting.
- Assist in audit meetings and projects as needed, while still managing daily workload.
- Trained colleagues in specialized software programs, increasing departmental productivity through optimized workflows.
Policy Services Representative
SAGESURE INSURANCE MANAGERS
07.2020 - 01.2022
- Enhanced customer satisfaction by promptly addressing policy inquiries and providing accurate information.
- Reduced processing time for policy updates by efficiently managing documentation and data entry tasks.
- Ensured compliance with industry regulations by staying up-to-date on changes and implementing necessary adjustments in policies.
- Handle product eligibility and and underwriting inquiries from producers.
- Collected premiums and issued accurate receipts.
- Served as a trusted resource for both internal teams and external clients regarding policy guidelines, processes, and procedures.
Dental Billing Specialist
SMILE BRANDS INC
01.2019 - 07.2020
- Review patient accounts to determine accurate demographics are entered and correcting as needed.
- Assemble claims with appropriate documentation supporting treatment based on insurance guidelines.
- Follow up on appeals and denials to ensure claims are paid out within a timely manner.
- Collaborated with dentists to ensure accurate treatment documentation, leading to more precise billing records and improved collections.
- Strengthened relationships with insurance companies through proactive communication, resulting in expedited claims processing and increased reimbursements.
- Stay current with evolving protocol by attending weekly meetings.
- Maintained strict confidentiality of patient information by adhering to HIPAA regulations, safeguarding sensitive data from unauthorized access or use.
Medical Billing Specialist
PARALLON BUSINESS SOLUTIONS
01.2015 - 01.2019
- Determine medical service charges using ICD-9 and ICD-10 coding system while navigating multiple platforms.
- Research and reply in a timely manner to patient and internal customer inquiries.
- Utilize knowledge of Excel formulas and formatting to prepare month-end reports for facilities.
- Attend monthly meetings with leadership for the purpose of preparing and creating job aides for department functions.
Receptionist/Administrative Assistant
ALAMO URBAN ENTERPRISES LLC
01.2014 - 01.2015
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Increased customer retention rates through exceptional communication skills and problem-solving abilities.
- Collaborated with management to improve internal processes and procedures for better workflow optimization.
- Organized daily and weekly staff meetings anticipated and ordered supply and product needs for daily operations.
- Corresponded with clients through email, telephone, or postal mail.
Claims Representative
MERCURY INSURANCE GROUP
01.2013 - 01.2014
- Completed the First Notice of Loss Accident Report for clients, claimants, brokers and legal counsel.
- Answered high volume of incoming calls from clients, claimants, brokers and legal counsel while providing exceptional customer service
- Scheduled towing, repair services, and car rental services for clients and claimants.
- Consistently maintained compliance with state varying audit criteria.
Account Investigator
CITIBANK
01.2010 - 01.2013
- Audit Currency Transaction Reports exceeding $10,000 cash.
- Consistently maintained adherence to IRS policies.
- Adjusted rates on Certificates of Deposit.
- Assisted with close-out requests for business and personal accounts.
Business Customer Service Representative
CITIBANK
01.2008 - 01.2010
- Managed high call volume while maintaining excellent rapport with customers, consistently receiving positive feedback for professionalism and service quality.
- Process financial entries and adjustments to customers' accounts as needed.
- Ensured effective and timely follow-up as promised to customers.
- Investigated debit card and fraud disputes.
- Assisted with close-out requests for business and personal accounts.
Customer Care Specialist
THE HARTFORD
01.2007 - 01.2008
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Reviewed and analyzed insurance policy to determine client coverage
- Reduced customer complaints by efficiently resolving issues through effective communication and problem-solving skills.
- Collaborated with cross-functional teams to ensure seamless service delivery for customers.
- Resolved routine issues and questions involving claim process.
Education
High School Diploma -
OLIVER WENDELL HOLMES HIGH SCHOOL
San Antonio, TX01.2005
Skills
- Excellent verbal and written communication
- Time management
- Achievement focused
- Leadership skills
Timeline
Research Specialist
CITIBANK
01.2022 - Current
Policy Services Representative
SAGESURE INSURANCE MANAGERS
07.2020 - 01.2022
Dental Billing Specialist
SMILE BRANDS INC
01.2019 - 07.2020
Medical Billing Specialist
PARALLON BUSINESS SOLUTIONS
01.2015 - 01.2019
Receptionist/Administrative Assistant
ALAMO URBAN ENTERPRISES LLC
01.2014 - 01.2015
Claims Representative
MERCURY INSURANCE GROUP
01.2013 - 01.2014
Account Investigator
CITIBANK
01.2010 - 01.2013
Business Customer Service Representative
CITIBANK
01.2008 - 01.2010
Customer Care Specialist
THE HARTFORD
01.2007 - 01.2008
High School Diploma -
OLIVER WENDELL HOLMES HIGH SCHOOL
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