Ana Marcela Trujillo
Pflugerville,TX
Summary
Seeking a position where I can use my knowledge and build a strong career as Massage therapist and Customer Service.
Overview
19
19
years of professional experience
3
3
Certifications
Work History
Ramp Agent
Delta Airlines
09.2021 - Current
- Managed aircraft baggage handling, ensuring efficient loading and unloading of airplanes.
- Marshalling, wing walking and guiding aircraft to the gates
- Operated ground equipment including belt loaders, air start units, lift trucks, tugs, and bag carts to support flight operations.
- Assisted passengers with luggage and addressed inquiries to enhance travel experience.
- Guided aircraft gate bridge connection to ensure safe passenger boarding and deplaning.
- Park arriving and departure airplanes
- Perform water and other cabin service and cleaning
Ramp Agent/Cabin Service Agent
Delta Global Services
05.2014 - 09.2021
- Managed aircraft baggage logistics, ensuring efficient loading and unloading of airplanes.
- Able to lift heavy baggage and cargo
- Marshalling, wing walking and guiding aircraft to the gates
- Coordinated aircraft alignment with gate bridge, facilitating safe passenger access.
- Park arriving and departure airplanes
- Operated ground equipment, including belt loaders and tugs, to support timely aircraft servicing.
- Executed cabin service tasks, including water replenishment and cleaning.
- Assist passengers with their luggage and with any questions may have
- Smarting mail and take it to the Ramp to load in the plains
Medicaid Follow up
Sonic Healthcare
09.2020 - 04.2021
- Managed Medicaid accounts by directing patients and processing aged trial balance and Medicaid rejection reports to ensure timely claims filing.
- Answered telephones for patients and others regarding billing inquiries and resolved billing issues with professionalism and confidence.
- Improved departmental efficiency by assisting accounts receivable teams.
- All staff must adhere to all department policies and procedures.
Personal Care Advocate
Prescription Lifeline
05.2020 - 08.2020
- Coordinated communication between members and service providers to ensure timely access to products and services.
- Placed orders for patient medications with Pharmaceutical Programs to support effective treatment plans.
- Resolved member inquiries regarding account details to enhance member satisfaction and trust.
Program Coordinator
Superior Health Plan with Canteen Corporation
04.2019 - 12.2019
- Assisted in medical and psychosocial activities to enhance utilization and coordinated care.
- Initiate authorization requests for output or input services in keeping with the prior authorization list.
- Research claims inquiry specific to the department and responsibility.
- Conduct eligibility and benefits screening for members.
- Identify members without a PCP and refer to Member Services.
- Screen members by priority for case management (CM) assessment.
- Perform transition of care duties to include but not limited to, contact the member's attending physician, member or medical power of attorney, other medical providers (home health agencies, equipment vendors) for information pertaining to special needs.
- Coordinated services with community-based organizations to ensure comprehensive care for members.
- Represented the plan at marketing and outreach meetings.
- Produces and mails routine CM letters and program educational material.
- Entered assessments and authorizations into the system to maintain accurate and up-to-date member records.
Senior Customer Service Representative
Superior Health Plan with Canteen Corporation
04.2018 - 04.2019
- Position Purpose: Resolve customer inquiries via telephone and written correspondence in a timely and appropriate manner.
- Provide first call resolution; working with appropriate internal/external resources, completing necessary follow-up, and ensuring closure of the inquiry.
- Using current reference materials, answer inquiries from members and/or providers regarding claims, eligibility, covered benefits, authorizations and pharmacy related matters.
- Educate members and/or providers on health plan initiatives during telephone conversations.
- Provide assistance to members and/or providers regarding website registration and navigation.
- Documented activities for quality assurance and metrics reporting using Customer Relationship Management (CRM) application.
- Identified trends in member and provider inquiries, enabling proactive responses and actionable feedback to management.
- Process and follow through on all matters related to Provider Addition, Change and Termination (PACT) forms, Customer Service Forms (CSFs), and claims projects in a timely manner.
- Maintained high performance and quality standards in alignment with established call center metrics, including turnaround times.
- Performed auditing processes to maintain quality control.
- Released pending claims to providers by processing required forms.
- Work with other departments on cross functional tasks and projects.
Claims Liaison
Cenpatico with Canteen Corporation
02.2017 - 04.2018
- Acted as a liaison between the plan, claims, providers, and various departments to identify and resolve claims issues.
- Collaborated with business units to resolve claims issues, ensuring prompt and accurate claims adjudication.
- Investigate provider claims inquiries through verbal and written communication.
- Document, track and resolve all plan providers claims projects.
- Collaborate with the claims department to price pended claims correctly.
- Audit check run and send claims to the claims department for corrections.
- Analyze trends in claims processing issues, identifying and quantifying issues while reviewing work processes.
- Identify potential and documented eligibility issues and notify applicable departments to resolve.
- Identify authorization issues and trends, researching potential configuration-related work process changes.
- Identify any system changes and work notify the Plan CIA Manager to ensure its implementation.
- Research the claims on various reports to determine if appropriate to move forward with recovery due to non-covered items being allowed, etc.
- Produced regular claims reports to support claims resolution efforts. regularly through provider information systems.
Customer Service Representative
Cenpatico with Canteen Corporation
09.2015 - 02.2017
- Position Purpose: Respond to customer inquiries via telephone and written correspondence in a timely and appropriate manner.
- Respond to telephone or written correspondence inquiries from members and/or providers within established timeframes utilizing current reference materials and available resources.
- Processed written customer correspondence and ensured timely follow-up to enhance customer satisfaction.
- Maintained performance and quality standards to meet established call center metrics, including turnaround times.
- Documented activities for quality and metrics reporting using Customer Relationship Management (CRM) application to ensure compliance.
- Provide assistance to members and/or providers regarding website registration and navigation.
- Facilitated member transportation arrangements to improve service accessibility. and make referrals to other departments as appropriate.
Medical billing/coding
Allegiance Ambulance/Bluebird Enterprises LLC
09.2014 - 06.2015
- Recorded and processed patient data, ensuring accuracy in diagnosis codes and insurance verification to facilitate timely claims submission.
Medical Biller
The Austin Clinic, Dr. George Martinez
02.2014 - 07.2014
- Processed rejected claims and verified benefits for accurate patient billing, streamlining front desk operations.
Charge Entry coordinator/medical biller
Healtronics
09.2012 - 11.2013
- Maintained the integrity, accuracy, and timely charge entry of all patient charges into the physician billing system.
- Verified insurance benefits for patients to ensure eligibility for services., key patient, insurance and providers information into the system.
- Revise the patient information and choose the correct medical insurance.
Charge Entry coordinator/medical biller
Adecco (working for Healthronics)
05.2012 - 09.2012
- Executed charge entry for patient charges into physician billing system, ensuring accuracy and integrity of financial data.
- Verified insurance benefits and entered patient, insurance, and provider information into the system to maintain accurate records.
- Updated patient records with precise medical insurance details to support billing and claims processing.
Medical Biller
CPL, Labs
03.2007 - 02.2012
- Analyzed requisition forms to categorize charges as insurance, doctor, or patient, ensuring accurate billing processes. Transcribed data into patient maintenance online database and sorted completed requisitions by date of service for efficient retrieval.
Education
500 hours of Massage Therapy
The Lauterstein-Conway Massage School And Clinic
Austin, TX01-2025
720 hours program - Medical Administrative Assistant
National Institute of Technology
Austin, TX12.2003
3 years High School / 2 years - Public Accounting
University of Guadalajara
Guadalajara, Jal, Mexico08.2000
Skills
- Customer service
- Problem solving
- Time management
- Team collaboration
- Attention to detail
- Aviation and transportation
- Adaptability
- Handling client needs
- Providing general massage services
- Creating treatment plans
- Communication skills
- Handling assessments of clients’ concerns
Languages
English
Elementary
Spanish
Professional
Certification
Licensed Massage Therapist TX
Affiliations
Swedish massage
Prenatal massage
Deep tissue massage
Chair massage
Sports massage
Trigger point massage
Prenatal massage
Deep tissue massage
Chair massage
Sports massage
Trigger point massage
Timeline
Ramp Agent
Delta Airlines
09.2021 - Current
Medicaid Follow up
Sonic Healthcare
09.2020 - 04.2021
Personal Care Advocate
Prescription Lifeline
05.2020 - 08.2020
Program Coordinator
Superior Health Plan with Canteen Corporation
04.2019 - 12.2019
Senior Customer Service Representative
Superior Health Plan with Canteen Corporation
04.2018 - 04.2019
Claims Liaison
Cenpatico with Canteen Corporation
02.2017 - 04.2018
Customer Service Representative
Cenpatico with Canteen Corporation
09.2015 - 02.2017
Medical billing/coding
Allegiance Ambulance/Bluebird Enterprises LLC
09.2014 - 06.2015
Ramp Agent/Cabin Service Agent
Delta Global Services
05.2014 - 09.2021
Medical Biller
The Austin Clinic, Dr. George Martinez
02.2014 - 07.2014
Charge Entry coordinator/medical biller
Healtronics
09.2012 - 11.2013
Charge Entry coordinator/medical biller
Adecco (working for Healthronics)
05.2012 - 09.2012
Medical Biller
CPL, Labs
03.2007 - 02.2012
500 hours of Massage Therapy
The Lauterstein-Conway Massage School And Clinic
720 hours program - Medical Administrative Assistant
National Institute of Technology
3 years High School / 2 years - Public Accounting
University of Guadalajara