Summary
Overview
Work History
Education
Skills
References
Additional Information
Timeline
Generic

CASSANDRA ROBERTS

Fillmore,CA

Summary

Experienced professional seeking to fill a Collection Agent or Senior Customer Service Leader position. Collections and Customer Service Associate . .

Overview

11
11
years of professional experience

Work History

Collections Agent

Westlake Financial Services
Agoura Hills, CA
08.2017 - 10.2023
  • Updated account status records and collection efforts.
  • Identified past due accounts and contacted account holders to arrange payment.
  • Created repayment plans based on account holders' financial status and repayment abilities.
  • Followed fair debt practices and regulatory guidelines when managing collections process.
  • Recovered lost revenue by persistently reaching out to customers with past due accounts.
  • Upheld privacy and security requirements for customer information.
  • Maintained accurate records and reported on collection activity and accounts receivable status.
  • Placed outbound collections calls daily to approximately 100 account holders.
  • Administered delinquency cycle from start to finish, managing collections calling, skip tracing, outside collections agency coordination and related litigation.
  • Processed payments and refunds quickly to maximize efficiency and meet performance targets.
  • Improved existing collections processes by analyzing rejection patterns and denials.

Executive Medical Administrative Assistant

Dr. Edward S. Jesalva
Westlake, CA
08.2012 - 06.2017
  • Managed director's calendar and prepared meeting agenda and materials.
  • Managed external contacts and kept track of periodic communication needed for priority actions.
  • Maintained company confidence and protected business operations by keeping sensitive information confidential.
  • Screened phone calls for executives to instantly identify priority clients and filter out spam calls.
  • Tackled and addressed top-level, high-priority issues with professional administrative discretion.
  • Managed daily invoices, reports and proposals.
  • Checked patients in and out for appointments and collected co-payments.
  • Scheduled and followed up on patient appointments, collected and processed patient payments and maintained patient files.
  • Managed office phone lines by checking voicemail, returning calls and directing messages to team members.
  • Called patients to confirm scheduled appointments and obtain additional details.
  • Delivered high-quality administrative and customer service to sustain patient and work flows.
  • Protected patients by observing strict HIPAA guidelines.
  • Retrieved faxes and uploaded documents to patient charts to assist clinical staff.
  • Took messages from patients and promptly relayed to appropriate staff.
  • Photocopied insurance cards, documented details and verified patient coverage for upcoming procedures or appointments.
  • Scheduled appointments, optimizing patient satisfaction, provider time and treatment room utilization.
  • Processed patient payments and scanned identification and insurance cards.
  • Maintained patient accounts by obtaining, recording and updating personal and financial information.
  • Greeted each patient pleasantly and offered desk sheet for easy sign-in.
  • Applied knowledge of medical terminology and insurance processes to support office administration productivity.
  • Informed patients of financial responsibilities prior to rendering services.
  • Straightened up waiting room to maintain neat and organized space.
  • Compiled physical and digital documents, charts and reports.
  • Gathered, transcribed and typed medical information into charts.

Education

08.2007

GED -

Moorpark College
Moorpark, CA
05.2001

Medical Assisting

Watterson College
Oxnard, CA
05.1992

Skills

  • Collections Regulatory Guidelines
  • Collections Process Improvement
  • Billing and Collections Best Practices
  • Aged Account Reporting
  • Customer Relationship Management
  • Credit Accounts
  • AR Aging Reports
  • Terms Review and Enforcement
  • Credit and Collections
  • Updating Customer Accounts
  • Service Quality Standards
  • Financial Documentation
  • Damage Claims
  • Problem Investigation
  • Analytical and Critical Thinking
  • Debt Repayment Negotiation
  • Payment Processing
  • Payment Solicitation
  • Attention to Detail
  • Risk Management
  • Automated Account Review
  • Managing Delinquent Accounts
  • FDCPA Compliance
  • Persuasive Negotiation
  • Delinquent Account Notification
  • Credit Extension Negotiation

References

References Available upon request.

Additional Information

  • Position, Company. . . . Position, Company. . . .

Timeline

Collections Agent

Westlake Financial Services
08.2017 - 10.2023

Executive Medical Administrative Assistant

Dr. Edward S. Jesalva
08.2012 - 06.2017

GED -

Moorpark College

Medical Assisting

Watterson College

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