Bryan Castro-Becerra
Las Vegas,NV
Summary
Experienced team lead well-versed in reviewing calls and employee performance to devise and implement customized improvement strategies. Gifted in building rapport with callers and trust in team members to promote successful handling of issues. Bilingual fluency in English and Spanish. Specializing in the development and management of production schedules for the Acupuncture and Chiropractic department using Athena EMR software. Proven track record in facilitating account creation and managing password resets, ensuring smooth operations within organizational systems.
Overview
7
7
years of professional experience
Work History
Patient Contact Center Lead
Culinary Health Centers
Las Vegas, NV
04.2023 - Current
- Trained, coached, and mentored contact center agents in the use of new technologies and processes.
- Conducted regular performance reviews for all employees to ensure that quality assurance standards were met.
- Monitored team performance metrics on a daily basis to identify areas for improvement.
- Developed comprehensive training resources for agent productivity enhancement.
- Ensured team had appropriate access through Athena EMR system to enhance service quality.
- Managed and monitored Acupuncture and Chiropractic scheduling templates within Athena EMR.
- Compiled daily reports on call volume to assess operational efficiency.
Retention Account Specialist
Alleviate Financial Solutions
Irvine, CA
06.2021 - 01.2023
- Researched and resolved customer inquiries regarding billing issues, or payment disputes.
- Provided exceptional customer service by responding promptly to phone calls and emails from customers.
- Generated monthly reports detailing account activity, such as new accounts opened, closed accounts, and delinquent payments.
- Provided guidance on best practices for managing financial processes within the organization.
- Retained clients considering cancellation by delivering exceptional service and employing effective retention strategies.
Patient Service Specialist
Choptank Community Health Systems
Denton, MD
07.2020 - 02.2021
- Answered incoming calls and responded to inquiries in a timely manner.
- Performed administrative tasks such as filing, faxing documents, copying materials, and other clerical duties as needed.
- Provided general customer service support by answering questions about services provided by the practice.
- Maintained strict confidentiality when dealing with sensitive information.
Claims Specialist
Liberty Dental Plan of Nevada
Las Vegas, NV
09.2017 - 03.2020
- Evaluated and validated insurance claims for accuracy, completeness, and eligibility for payment using Athena EMR.
- Researched medical records to evaluate claim validity and verify the existence of pre-existing conditions.
- Maintained detailed records of all claim activities, including notes about conversations with claimants or representatives.
- Provided customer service by responding promptly to inquiries from claimants regarding their benefits or coverage.
- Facilitated communication with provider offices to ensure accurate claim and referral submissions.
Education
High School Diploma -
Canyon Springs High School And The Leadership And Law Prepar
North Las Vegas, NV05.2016
Associate of Science - Business Management
College of Southern Nevada
Las Vegas, NVSkills
- Training Coordination
- Quality Assurance
- Business Development Understanding
- Spanish fluency
- Coaching and mentoring
- EMR implementation
- HIPAA Compliance Understanding
- Athena Software Proficiency
Affiliations
- Co-chair of the Engagement Committee within Culinary Health Centers
Languages
Fluent in Spanish & English
References
References available upon request.
Timeline
Patient Contact Center Lead
Culinary Health Centers
04.2023 - Current
Retention Account Specialist
Alleviate Financial Solutions
06.2021 - 01.2023
Patient Service Specialist
Choptank Community Health Systems
07.2020 - 02.2021
Claims Specialist
Liberty Dental Plan of Nevada
09.2017 - 03.2020
High School Diploma -
Canyon Springs High School And The Leadership And Law Prepar
Associate of Science - Business Management
College of Southern Nevada
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