Angelica Lerma
Jacksonville,FL
Summary
Highly qualified, dedicated, and professional Administrator with over 10 years of experience creating a productive environment for healthcare and emergency services professionals. Outstanding customer service and exceptional communications skills. Experienced in a variety of clerical supports optimizing workflow, highly efficient in record keeping, fielding phone calls, several operating systems, and maintaining an effective work environment in crisis and stressful situations
Overview
8
8
years of professional experience
Work History
Emergency Response Dispatcher
US Navy Department
Bahrain And Miramar, CA
01.2019 - 10.2021
- Provided over-the-phone instructions and implemented crisis intervention with distressed emergency callers during high-risk situations until appropriate emergency field units arrive on the scene.
- Assign resources to emergency situations with the Provost Marshal Office (PMO), Medical Emergency Services, Fire Emergency Services, and Emergency Management personnel.
- Handled high-stress situations with time restrictions, as well as maintaining the capability to coordinate the correct responses to any incident in progress, while maintaining composure in a high-stress and multitasking environment.
- Processed and received over 5,3369 calls, including 4,498 security calls, 95 EMS calls, 31 fire calls, and 745 EMO calls.
Billing Review Coordinator
Summit Broadband
Orlando, FL
02.2014 - 10.2017
- Monitored and actively supported the customer database, qualified, and productivity by reviewing work orders daily, ensuring that each work order submitted by customer service was accurate prior to generating invoices.
- Tracked billing review email traffic from the commercial and customer service departments to provide administrative assistance and general inquiries with respect to the billing system.
- Generated and analyzed billing data for audit purposes to track outstanding collections, missing charges for leased equipment, and to recover revenue.
- Assisted as a liaison between customer operations and the billing software vendor when any billing issues occurred by supervising the ticketing system, ensuring tickets were assigned to the correct channels, and working on each billing ticket from the time it was created to escalation or resolution.
Care Coordinator Assistant/Quality Assurance Intern
ConservCare, Inc
Orlando, FL
05.2017 - 08.2017
- Assisted the care coordinator with medical workers' compensation claims by inputting the patient's information into the database, including the diagnosis and procedures needed, using the appropriate medical terminology.
- Supported the coordinator by finding the appropriate providers and care facilities, as well as contacting patients for scheduling, needed supplies, transportation, and upcoming treatments. Requested and reviewed records from providers, and uploaded them to the patient's file in order to ensure payment.
- Ran quality assurance on every patient's file daily to certify that all the required information for each claim was in place, including demographics, the patient's healthcare provider, diagnosis, records of treatments provided, and a note from the assigned care coordinator indicating if the patient needed additional treatment and/or if the claim was completed.
Education
Bachelor of Science - Health Services Administration
University of Central Florida
Orlando, FL05-2017
Associate of Science - Medical Billing And Coding
Valencia College
Orlando, FL05-2014
Skills
- Database Management
- Service Coordination
- Work Order Management
- Call handling
- Medical Terminology
- Billing cycle management
- Quality Assurance
- Customer Service
Languages
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Emergency Response Dispatcher
US Navy Department
01.2019 - 10.2021
Care Coordinator Assistant/Quality Assurance Intern
ConservCare, Inc
05.2017 - 08.2017
Billing Review Coordinator
Summit Broadband
02.2014 - 10.2017
Bachelor of Science - Health Services Administration
University of Central Florida
Associate of Science - Medical Billing And Coding
Valencia College
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