Jocelyn Martinez
Dallas,TX
Summary
Detail-oriented Healthcare Revenue Cycle Specialist with over 11 years of expertise in insurance verification, patient accounts, and claims processing. Skilled in utilizing Epic for account management and documentation accuracy. Proficient in EOB review, payment corrections, and coordinating with insurance carriers and healthcare teams. Bilingual in English and Spanish, thriving in high-volume healthcare settings.
Overview
11
11
years of professional experience
Work History
Contact Center Specialist I
Baylor Scott & White
07.2025 - 10.2026
- Managed high-volume patient calls for specialty clinics, scheduling appointments, addressing patient account inquiries, and ensuring follow-up needs to enhance patient experience and maintain service quality.
- Assisted patients with insurance coverage, referrals, and authorization requirements while coordinating with clinical teams and provider offices to resolve account-related concerns efficiently.
- Utilized Epic to review and update patient accounts, verify insurance information, review medical records, and document interactions accurately in compliance with HIPAA standards.
- Consistently worked toward a minimum productivity requirement of approximately 1,800 calls per month while maintaining quality and documentation standards.
Senior Customer Support Representative / Sales Account Specialist
Fundbox
05.2022 - 10.2024
- Resolved complex customer inquiries regarding account research, billing, payments, and discrepancies through Salesforce and Zendesk, effectively investigating issues and documenting findings.
- Maintained accurate customer records, consistently achieving quality, productivity, and customer satisfaction standards.
- Coordinated Tier 2 technical escalations with internal departments to address account issues and ensure timely follow-up.
- Provided remote support for customer issues
Member Service Representative
Navy Federal Credit Union
08.2021 - 05.2022
- Resolved member account inquiries, payment concerns, disputes, and fraud-related claims by reviewing account information, documenting interactions, and adhering to established procedures, ensuring accurate and timely solutions.
- Communicated sensitive financial information professionally, maintaining confidentiality and compliance with standards to secure member trust.
- Collaborated with team members from a remote location
Senior Customer Service Representative
RadNet
11.2018 - 07.2021
- Assisted patients with billing, insurance, payment, and account-related inquiries, resolving concerns efficiently and enhancing patient satisfaction.
- Reviewed Explanation of Benefits (EOBs), researched billing discrepancies, and facilitated payment corrections and account follow-up to ensure accurate resolutions.
- Collaborated with patients and internal teams to clarify account information, effectively resolving outstanding issues and improving communication.
- Recognized with Employee of the Month honors for performance and service.
- Remote
Client Advocate
Century Healthcare
06.2017 - 11.2018
- Coordinated with insurance carriers to research and resolve member claims and denial inquiries, enhancing member satisfaction.
- Facilitated health plan enrollment for members, addressing inquiries on insurance eligibility, benefits, and coverage.
- Maintained documentation and ensured timely follow-up on insurance-related issues, contributing to service continuity.
Customer Service Representative
Coach-Net
05.2015 - 06.2017
- Coordinated customer service requests, roadside assistance, and maintenance scheduling to ensure timely support for customers.
- Assisted Coach-Net members with roadside assistance requests and service coordination.
- Dispatched towing and service providers for roadside incidents.
- Documented service requests and followed up to achieve prompt resolutions and maintain high customer satisfaction.
- Verified policy coverage and membership details for Coach-Net customer accounts.
Education
Medical Coding & Billing Certificate -
Collin College
McKinney, TX 08.2026 - 11.2026
Skills
- Medical Billing Support
- Insurance verification
- Insurance Benefits Research
- Patient Account Research
- Payment Corrections
- Payer-provider communication
- Epic Documentation & Workflows
- HIPAA Compliance
- Performance Metrics
- Healthcare Systems: Epic, Imagine Software
- Payer portals
- CRM support
- Office productivity
- Referral coordination
- Bilingual: English and Spanish
- Revenue Cycle Operations
Timeline
Medical Coding & Billing Certificate -
Collin College
08.2026 - 11.2026
Contact Center Specialist I
Baylor Scott & White
07.2025 - 10.2026
Senior Customer Support Representative / Sales Account Specialist
Fundbox
05.2022 - 10.2024
Member Service Representative
Navy Federal Credit Union
08.2021 - 05.2022
Senior Customer Service Representative
RadNet
11.2018 - 07.2021
Client Advocate
Century Healthcare
06.2017 - 11.2018
Customer Service Representative
Coach-Net
05.2015 - 06.2017