EPIC
Erica Serna
Cypress,CA
Summary
Experienced Office Management and Administration Professional experienced optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader that blends advanced organizational, technical and business acumen. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Business Office Supervisor
Hematology-Oncology Medical/ St Joseph Hospital
10.2012 - Current
- Collected payments and co-pays from customers using large variety of insurance programs, adjusting amounts based on specific plan directives.
- Led team of registration staff, providing ongoing training and professional development opportunities.
- Provided counseling to help patients navigate financial assistance programs for uncovered bills.
- Explained financial responsibilities to patients as well as payment options and potential collection procedures imposed upon patients and other responsible parties.
- Managed patient accounts effectively, resolving discrepancies and addressing outstanding balances in a timely manner.
- Communicated effectively and extensively with other departments to resolve claims issues.
- Conducted regular audits of patient accounts for potential underpayments or overpayments due to incorrect coding or billing practices.
- Produced and mailed monthly statements to customers and assisted with related requests for information and clarification.
- Collaborated closely with the clinical team to ensure proper documentation was obtained for accurate billing purposes.
- Assisted patients with understanding their medical bills and provided clarification on complex insurance issues, promoting a positive customer experience.
- Processed payment via telephone and in person with focus on accuracy and efficiency.
- Accomplished multiple tasks within established timeframes.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Billing, Follow-up and collections of all Medicare, PPO and HMO claims.
Medical Collection Manager
Interstate Debt Managers
03.2000 - 12.2011
- Supported financial director with special projects and additional job duties.
- Adhered to established guidelines to increase profits and collect supplier payments.
- Utilized financial software to prepare consolidated financial statements.
- Generated and distributed current statements to customers.
- Streamlined the collections process for faster debt recovery and increased client satisfaction.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Contacted customers to collect outstanding payments via one-time or negotiated installment methods.
- Developed strong relationships with clients, ensuring timely payments and addressing any concerns promptly.
- Assisted in the successful resolution of legal disputes involving outstanding debts, protecting company interests.
- Reduced bad debt write-offs with proactive monitoring of accounts and targeted collection efforts.
- Managed delinquent account portfolios, prioritizing high-risk cases for immediate action.
Education
Certificate - Medical Assistant
Concorde Career College
Garden Grove, CA05.2012
High School Diploma -
Magnolia High School
Anaheim, CA06.1999
Skills
- Support Services
- Office Management
- Quality Assurance
- Business Administration
- Workflow Optimization
- Multitasking and Organization
- Customer Service
- Phone and Email Etiquette
- Data retrieval systems
- Patient Relations
- Organizational Skills
- Insurance Verification
- Claims Processing
Software
Meditech
Citrix/Aria
DNA
CureMD
MS Office
Certification
Medical Assistant
Languages
Spanish
Native or Bilingual
Timeline
Business Office Supervisor
Hematology-Oncology Medical/ St Joseph Hospital
10.2012 - Current
Medical Collection Manager
Interstate Debt Managers
03.2000 - 12.2011
Certificate - Medical Assistant
Concorde Career College
High School Diploma -
Magnolia High School
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