Languages
Summary
Skills
Work History
Education
Overview
Hi, I’m

Lorainy Francisco

Lawrenceville,GA
Lorainy Francisco

Languages

Spanish
Native or Bilingual

Summary

Authorized to work in the US for any employer. Highly trained professional with a background in verifying insurance benefits and creating appropriate patient documentation. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Excellent reputation for resolving problems and improving customer satisfaction.

Skills

  • ZenDesk, Stripe, Slack, Zoom
  • Dentrix, Denticon and Dentimax
  • Kronos and ADP
  • Leadership and Management
  • Teamwork and Conflict Resolution
  • Problem-Solving and Critical Thinking
  • Organization and Detail Oriented
  • Communication Skill - Verbal and Written
  • ADA Coding and Billing
  • HIPAA and OSHA Compliance

Work History

ManyPets Inc.
Atlanta, GA

Customer Service Representative
07.2022 - Current

Job overview

  • Managed a broad range of customer queries and requests across various channels: providing a professional and helpful service and effective customer communication
  • Maintained customer satisfaction by performing at a Quality Assurance score of 95% or higher.
    Answered customer telephone calls promptly to avoid on-hold wait times, hold times never exceeding more than 2 minutes at a time.
  • Liaised with customers, management, and sales team to better understand customer needs and recommend appropriate solutions.
  • Reviewed complex requests and referrals from customers and provided clear, informed, and correct product information
  • Created and reviewed policy documentation with a high level of accuracy
  • Delivered any administration on new policies, mid-term adjustments, renewals, and cancellations
  • Handled complaints constructively (and in line with company and regulatory guidelines) and escalated these to my Team Leader when a solution could not be found
  • Identified payment issues and proactively took action and amended messages in our systems; ensuring the team meets its SLAs
  • Assigned to a special ops team that supported the claims department in the retrieval of needed patient information and medical records in order to process claims in a time-efficient manner.
  • Provided primary customer support to internal and external customer

Dental Care Alliance
Buford, GA

Dental Treatment Coordinator
11.2021 - 07.2022

Job overview

  • Processed and reconciled claims and payments while maintaining 30+ days of outstanding claims below 10k in outstanding revenue
  • Assisted providers in charting and presenting treatment plans to patients according to diagnosis and insurance benefits
  • Coordinated dental schedule inclusive of 6 providers to a productivity minimum of 120k/month
    Handled large volumes (100+ weekly) of administrative requests and duties, from everyday needs to those requiring executive input
  • Maintained high-quality standards for the practice with patient satisfaction never dropping below 90%
    Created team goals and plans according to current KPI Metrics
  • Communicated and navigated patients through their treatment from beginning to end to ensure comfort and levels of understanding were met to patient standards.
    Adhered to strict HIPAA guidelines to protect patient privacy
  • Checked documentation for accuracy and validity on updated systems.
  • Maintained confidentiality of patient finances, records and health statuses.
    Generated, posted and attached information to claim files.
  • Communicated effectively with staff members of operations, finance and clinical departments.
    Determined the appropriateness of payers to protect the organization and minimize risk.
  • Collected premiums and issued accurate receipts.
    Reviewed outstanding requests and redirected workloads to complete projects on time.
  • Reviewed 100+ patient cases per week and verifying insurance coverage information.
  • Made contact with insurance carriers to discuss policies and individual patient benefits.
  • Calculated adjustments, premiums and refunds.

Dental Care Alliance
Buford, GA

Dental Office Manager
10.2016 - 11.2021

Job overview

  • Supervised team of 13+ staff members to ensure a cohesive and productive work environment
  • Recruited and hired candidates qualified to drive business success and quality standard
  • Analyzed and optimized operations including bookkeeping, payroll, supply ordering and other clerical services
  • Assisted and lead the team to process and reconcile dental claims and payments while maintaining 30+ days of outstanding claims below 10k in outstanding revenue
  • Budget quarterly/yearly revenue based on past performance and EBITDA%
  • Ensured office compliance with OSHA, HIPAA, and internal HR policies and standards was always met.
  • Reviewed client and staff feedback and made appropriate business adjustments to meet needs and address concerns
  • Coached new hires on company processes while managing employees to achieve maximum production
  • Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping
  • Evaluated employee records and productivity and submitted evaluation reports
  • Sourced vendors for special project needs and negotiated contracts
  • Updated reports, managed accounts, and generated reports for the company database
  • Coordinated special projects and managed schedules that included up to 6 providers at a time
  • Developed standard operating procedures for all administrative employees
  • Implemented project management techniques to overcome obstacles and increase team productivity
  • Communicated corporate objectives to various divisions to meet deadlines and adhere to company budgets
  • Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel\
  • Prepared meeting rooms and materials and recorded important information

Education

Georgia Gwinnett College
Lawrenceville, GA

Bachelor of Arts from Psychology
01.2018 - Current

Rockland Community College
Suffern, NY

Associate of Arts
09.2011 - 05.2014

Overview

6
years of professional experience
8
years of post-secondary education
1
Language

Similar Profiles

CREATE PROFILE
Lorainy Francisco