Kassandra Guzman
Houston,Texas
Summary
Self-motivated and detail-oriented professional with remote work environments. Skilled in time management, problem-solving, and collaborating with diverse teams across various time zones. Dedicated to delivering results while maintaining flexibility and adaptability in dynamic environments.
Overview
7
7
years of professional experience
Work History
Intake & Collections Specialist
Dunham & Jones, Attorneys at Law
06.2022 - 10.2024
- Manage and monitor accounts receivable for a client base of 4,500, reducing delinquency by 20%
- Contact customers via phone, email, and mail to negotiate payments and establish payment plans
- Analyze accounts to assess risk and recommend appropriate collection actions
- Collaborate with the legal department on escalated accounts and ensure compliance with company and legal regulations
- Achieve over 45% of monthly collections, consistently meeting or exceeding departmental goals
- Maintain detailed records of all customer interactions and payment plans in the company’s system
Work from Home Collections Specialist
FMA Alliance
10.2021 - 06.2022
- Manage collections for a portfolio of medical accounts, including patients and insurance companies, ensuring timely payments on outstanding balances
- Review and resolve unpaid claims by working with insurance providers, resolving denials, and resubmitting claims as necessary
- Contact patients to establish payment plans and resolve disputes while providing compassionate customer service
- Collaborate with the billing department and other internal teams to ensure accurate coding and billing practices
- Maintain detailed documentation of all collection efforts and patient communication, following HIPAA and healthcare compliance standards
- Provided exceptional customer service via email and live chat, maintaining a 98% satisfaction rate
- Streamlined ticket management using Zendesk and improved team response times by 20%
- Trained 5+ new hires on company tools and remote communication practices
Medical Receptionist
Clinica Mi Doctor
10.2017 - 04.2019
- Manage patient appointments, scheduling, and follow-up calls, ensuring optimal flow and timely visits
- Greet patients, verify insurance information, and handle patient intake procedures efficiently
- Maintain accurate and confidential patient records using [Electronic Medical Record (EMR) System]
- Assist in handling medical billing inquiries and process payments
- Answer multi-line phones, direct calls, and respond to patient questions with professionalism
- Coordinate with medical staff to ensure seamless communication and patient care
Education
Associates Degree - Healthcare Administration
Pima Medical Institute
06.2021
Skills
- Bilingual (Spanish-Fluent)
- Data Entry
- Customer Service
- Communication
- Zoom
- Slack
- Trello
- Microsoft Teams
- Time Management
- Technical Troubleshooting
- Adaptable
- Balance collection
- Payment plan management
- Delinquency prevention
- Payment posting
- Records management
- Financial management
- Account reconciliation
- Collections
- New hire training
- Bookkeeping
- Outbound calling
- Credit and collections
- Call center experience
Languages
Spanish
Native/ Bilingual
Timeline
Intake & Collections Specialist
Dunham & Jones, Attorneys at Law
06.2022 - 10.2024
Work from Home Collections Specialist
FMA Alliance
10.2021 - 06.2022
Medical Receptionist
Clinica Mi Doctor
10.2017 - 04.2019
Associates Degree - Healthcare Administration
Pima Medical Institute
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