APRIL CADENA

Initiate, follow-up and document approvals and denials.

Audit orders for accurate billing.

Review clinical documentation based on payor requirements.

Complete insurance verification.

• Analyze and prioritize orders based on customer urgency.
• Review payer specific requirements and coverage to determine billing and documentation criteria.
• Conduct in depth review of clinical documentation.
• Verify benefits and eligibility online and telephonically.
• Be a resource of Sales and other departments to provide order status and order specific information.
• Follow-up on post released orders to obtain additional documentation for billing.

• Cross-trained on multiple lines of businesses, including Auto, Student and Personal Loans.
• Thoroughly researched and resolved complaints using various systems.
• Managed case load and adhere to service levels.
• Solved complex customer concerns and determined root cause origins.
• Reviewed documentation to determine if records are in compliance with contractual terms & conditions.

• Drafted and prepared Chapter 7, 11 and 13 petitions and plan utilizing application BK Pro.
• Filed cases with Bankruptcy courts through Payor.
• Interviewed clients to discuss and review bankruptcy options.
• Obtain and reviewed credit reports.
• Communicated with creditors, debtors, trustees and court clerks.
• Processed client payments.

• Managed high risk and escalated cases.
• Monitored daily activities for team.
• Provided training on mortgage compliance and Bankruptcy code.
• Resolved internal and external concerns via email or phone.
• Communicated with staff, attorneys, trustees and other servicing areas.
• Established policy procedures to prevent insufficiencies.
• Maintained pipeline while completing team audits, attending conference calls and assist with process mapping.

• Appointed as Subject Matter Expert for cashiering, loss mitigation and chapter 11 & 12 processes.
• Wrote 12 job specific aids to assist peers.
• Assisted with new hire training.
• Built rapport with outside attorneys.
• Negotiated terms of payoffs and cram-downs on mortgage loans.
• Prepared mortgage payment histories and reinstatement quotes.

• Received escalated internal inbound calls.
• Maintained an average handle time of less than 3 minutes per call.
• Reviewed Home Equity Loans and Lines of Credit issues, questions and concerns.
• Educated customers on product functionality.
• Processed phone payments.
• Follow-up with customers via phone within Standard Level Agreement timeframe of 48 hours.