Anna Hernandez
West Allis,USA
Summary
Customer service oriented professional backed by healthcare, call center, and medical billing experience. Able to provide timely and accurate data to ensure reimbursement for patient services. Follow policies, procedures, and guidelines to ensure consistent quality. Maintain and assure patient privacy and confidentiality.
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Service Representative / Call Center
Optum Health
10.2025 - Current
- Answer inbound phone calls, field inquiries, found solutions, and exhibited a high level of customer service.
- Locate and research information using multiple systems, applications, and technologies.
- Document customer inquiries and associated actions and follow up on outstanding items in a timely manner.
- Assist with coverage determinations and utilize best practices to keep client information confidential.
AR Specialist
Brookdale Senior Living
10.2022 - 10.2023
- Posted charges and payments, verified insurance eligibility, and prepared and submitted claims for insurance billing.
- Processed denials and appeals and handled collections for outstanding balances.
- Answered inbound telephone calls to assist patients with account questions.
- Responded to patients via outbound calls to follow-up on inquiries.
- Resolved customer inquiries efficiently, ensuring high satisfaction through effective communication and problem-solving.
- Adapted quickly to changes in policies, ensuring compliance while addressing diverse customer needs effectively.
Customer Service Representative
Wilde Toyota
07.2020 - 09.2022
- Resolved customer inquiries efficiently, enhancing overall satisfaction and loyalty.
- Managed complex customer issues, ensuring timely resolution and support.
- Processed transactions accurately using dealership management software.
- Collaborated with team members to streamline communication and improve service delivery.
Customer Service Representative
Boucher Nissan
01.2018 - 07.2020
- Educated customers on product features, fostering informed purchasing decisions.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
Diploma - Medical Billing and Coding
Ultimate Medical Academy
01.2025
Skills
- Medical Billing
- Accounts Receivable
- Collections-
- EOBs
- Revenue Cycle Management
- Posting Payments
- Government (Medicare & Medicaid)
- Third Party Payers
- Electronic Health Records (EHR)
- Electronic Medical Records (EMR)
- Managed Care (HMO, PPO, POS)
- Workers Compensation
- Insurance Verification
- Insurance Claim Processing
- CMS 1500
- CMS 1450 (UB-04)
- Front Office Operations
- Medical Office Procedures
- Scheduling
- Medical Terminology
- Anatomy & Physiology
- HIPAA Compliance
- Medical Coding (ICD-10-CM, HCPCS, CPT)
- Data entry
- Conflict resolution
- Customer service
- Effective communication
- Payment processing
- Problem resolution
- Claims processing
- Call handling
- Active listening
- Documentation skills
- Team collaboration
- Call center experience
- Microsoft Excel
- Microsoft outlook
- Follow-up skills
- Microsoft PowerPoint
- Data collection
Accomplishments
- Academic Honors Recognition / Honor Roll.
- Ultimate Medical Academy – HIPAA Essentials for Healthcare Professionals Certificate.
- Communication skills necessary to deal effectively with patients and healthcare providers.
- Effective problem solver, able to assess situations and identify solutions.
- Attention to detail needed to maintain high levels of accuracy.
- Microsoft Office Applications – Word and Excel; Type 35 WPM.
Certification
American Heart Associate – BLS and CPR Certified
Timeline
Customer Service Representative / Call Center
Optum Health
10.2025 - Current
AR Specialist
Brookdale Senior Living
10.2022 - 10.2023
Customer Service Representative
Wilde Toyota
07.2020 - 09.2022
Customer Service Representative
Boucher Nissan
01.2018 - 07.2020
Diploma - Medical Billing and Coding
Ultimate Medical Academy