Overview
Work History
Education
Skills
Certification
Timeline
Faith L. Serrano

Faith L. Serrano

Bailey,NC

Overview

9
9
years of professional experience
1
1
Certification

Work History

Operations Coordinator

Blue Cross NC
01.2025 - Current
  • Create authorizations with a 99% accuracy rate, ensuring precise and compliant handling.
  • Review and verify benefit eligibility and authorization history.

Business Owner

Faith and Co. Designs
Knightdale, NC
10.2020 - Current
  • Oversees all aspects of business operations, including project management, customer relations, and financial planning.
  • Analyzes market trends and customer feedback, resulting in successful launch of new product lines to increase customer satisfaction.
  • Implements marketing strategies to enhance brand visibility and increase sales.

Claims Representative

Blue Cross NC
09.2022 - 01.2025
  • Processed claims with a 98.5% accuracy rate in Financial and a 100% accuracy rate in Procedural, ensuring precise and compliant claim handling.
  • Successfully updated claims payments and corrected payment errors.
  • Reviewed and verified benefit eligibility and claims history.
  • Coordinated with other insurance to determine payment liability.
  • Analyzed claims for possible fraud and abuse.

Healthcare Reimbursement Specialist

Conduent
01.2022 - 06.2022
  • Addressed an average of 50 member inquiries daily regarding healthcare plans.
  • Provided education on claim submission and premium coverage to over 100 members per week.
  • Managed data entry and eligibility verification for over 200 claims per month.

DSNP Advocate

Teletech
11.2021 - 01.2022
  • Handled an average of 80 inbound and outbound calls regarding prescriptions, claims, and benefits.
  • Provided clear and effective education on benefits and co-payment requirements to over 150 members, decreasing follow-up calls.
  • Accurately documented and routed 100% of calls to appropriate departments, reducing misrouted calls.

Freelance Virtual Assistant

Epic Flooring Solutions
07.2020 - 12.2020
  • Maintained and updated customer databases and CRM tools, improving data accuracy.
  • Prepared over 15 reports and presentations per month, enhancing decision-making processes.
  • Conducted comprehensive market research and analysis, contributing to a 10% increase in market shares.
  • Coordinated with 5 suppliers and managed inventory records.
  • Developed new business processes, resulting in a 25% improvement in operational efficiency.
  • Scheduled and managed 10 appointments per week.

Intake and Triage Coordinators

Aerotek
Morrisville, NC
01.2019 - 03.2019
  • Processed an average of 75 applications per week according to program requirements.
  • Followed up on missing or incomplete information, reducing processing delays.
  • Managed over 100 patient profiles and facilitated enrollment in prescription programs.

Technical Support Specialist

KellyConnect
06.2016 - 07.2017
  • Diagnosed and resolved technical issues for an average of 35 customers per day, achieving a 95% customer satisfaction rate for issue resolution ensuring that mandates are met.
  • Achieved top ranking out of the top 20 advisors for outstanding customer service, demonstrating exceptional problem-solving and communication skills.
  • Coordinated with other departments to communicate issues and devise long-term remedies.
  • Analyzed to determine root cause of issues.
  • Documented errors, troubleshooting steps and resolutions.

Education

Bachelor of Business - Management Information Systems

Norfolk State University
12.2024

Associate of Arts - Accounting Core Certificate: Accounting and Finance, Business Core Certificate: Business Administration

Wake Technical Community College

Skills

  • Data Analysis
  • Business Communications
  • Microsoft Office
  • Decision Making
  • Troubleshooting
  • OS Updates
  • Technical Support
  • Application Updates
  • Analytical Thinking
  • Data Management
  • Customer Service
  • Technical Knowledge
  • Conflict Resolution
  • Process Improvement
  • Problem Solving
  • Project Management
  • Excellent Organization Skills
  • Research and Documentation
  • User Needs

Certification

  • Notary Public, North Carolina
  • Lean Six Sigma Green Belt
  • Media Relations Specialist and Graphic Designer, Sigma Delta, Epsilon Sigma Alpha DC
  • The National Society of Leadership and Success, Sigma Alpha Pi

Timeline

Operations Coordinator - Blue Cross NC
01.2025 - Current
Claims Representative - Blue Cross NC
09.2022 - 01.2025
Healthcare Reimbursement Specialist - Conduent
01.2022 - 06.2022
DSNP Advocate - Teletech
11.2021 - 01.2022
Business Owner - Faith and Co. Designs
10.2020 - Current
Freelance Virtual Assistant - Epic Flooring Solutions
07.2020 - 12.2020
Intake and Triage Coordinators - Aerotek
01.2019 - 03.2019
Technical Support Specialist - KellyConnect
06.2016 - 07.2017
Norfolk State University - Bachelor of Business, Management Information Systems
Wake Technical Community College - Associate of Arts, Accounting Core Certificate: Accounting and Finance, Business Core Certificate: Business Administration

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Faith L. Serrano