Claudia Arellano

Work History

Jorie Health Care Partners

09.2022 - 08.2023

Assisted patients with understanding their medical bills and provided clarification on complex insurance issues, promoting a positive customer experience.
Examined patients' insurance coverage, deductibles, insurance carrier payments and remaining balances not covered under policies when applicable.
Accurately entered patient demographic and billing information in billing system to enable tracking history and maintain accurate records.
Responded to customer concerns and questions on daily basis.
Collaborated with customers to resolve disputes.
Handled advanced issues with calm, knowledgeable and professional approach.
Improved customer retention rates by addressing escalated issues promptly and professionally, ensuring positive resolution for both parties involved.
Oversaw team of 5 agents focused on customer service calls.
Optimized call center operations by identifying inefficiencies, recommending improvements, and implementing necessary changes.
Trained new personnel regarding company operations, policies and services.
Followed up with customers about resolved issues to maintain high standards of customer service.
Implemented and developed customer service training processes.

Dupage Medical Group/Heartland Cardiovascular

02.2003 - 06.2018

Communicated with insurance providers to resolve denied claims and resubmitted.
Assisted patients with understanding their medical bills and provided clarification on complex insurance issues, promoting a positive customer experience.
Examined patients' insurance coverage, deductibles, insurance carrier payments and remaining balances not covered under policies when applicable.
Ensured timely submission of claims to various insurance carriers, resulting in prompt payment for services rendered.
Provided exceptional customer service to both patients and insurance representatives, resolving inquiries quickly and professionally.
Verified insurance of patients to determine eligibility.
Accurately entered patient demographic and billing information in billing system to enable tracking history and maintain accurate records.
Located errors and promptly refiled rejected claims.
Enhanced revenue collection through diligent follow-up on unpaid claims and denials with insurance companies.
Precisely completed appropriate claims paperwork, documentation and system entry.

Mercy Hospital & Medical Center

12.1998 - 05.2003

Answered phone promptly and directed incoming calls to correct offices.
Kept reception area clean and neat to give visitors positive first impression.
Referred and screened patients to make best use of resources, triage staff, and serve community members.
Developed strong relationships with patients and families, fostering trust and enhancing overall experience at the clinic.
Coordinated patient scheduling, check-in, check-out and payments for billing.
Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.

Circle Family Care

05.1997 - 12.1998

Coordinated patient scheduling, check-in, check-out and payments for billing.
Helped patients complete necessary medical forms and documentation.
Answered phone calls and messages for 5-physician Multi-Specialty medical facility, scheduling appointments, and handling patient inquiries.
Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
Performed various administrative tasks by filing, copying and faxing documents.
Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
Managed multi-line phone system and pleasantly greeted patients.

Alivio Medical Center

07.1993 - 09.1996

Trained new team members by relaying information on company procedures and safety requirements.
Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
Managed schedules, accepted time off requests and found coverage for short shifts.
Supervised team members to confirm compliance with set procedures and quality requirements.
Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.