Lorna Cotto
Medical Biller
Orlando,Florida
Summary
Polite and positive front desk ambassador with exceptional telephone etiquette. Proficient in assisting guests with reservations, valuables and baggage. Easily adaptable to high-pressure, dynamic situations. Friendly and prompt Front Service Clerk with good skills using phone, computer and office equipment. Strong multitasking, communication and interpersonal skills. Unsurpassed mathematical skills and finesse handling front office operations. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. Experienced Customer Service Representative with 8 years of experience working in busy, fast-paced call center. Committed to providing prompt, quick and accurate service to large volume of incoming calls.
Overview
17
17
years of professional experience
2
2
Languages
Work History
Front Desk Attendant
La Quinta Inn & Suites In
06.2020 - Current
- Answering incoming calls from customers looking to buy insurances and customers with questions
- Maintained personal contact with each policy holder of every group of policy sold
- Send out premium reminders to Customer that were in danger of falling behind in their payments
- Helped taking customers calls when customer service department was overwhelmed
- Put together packages of introductory materials for new clients.
- Managed approximately 30 incoming calls, emails and faxes per day from customers.
Licensed Health Insurance Agent
TTec
10.2018 - 06.2020
- Effective Analytics skills aime at providing judicious claims and settlements
- Deep understanding of maintaining meaninful relationships with clients ans insurance companies
- Strong knowledge of communicating insurance claims education to clients
- In depth knowledge of medical terminology aimed at providing accurate information to clients and insurance companies.
- Educated prospective clients on the benefits of various health insurance options, effectively matching them with suitable plans that met their unique needs.
- Performed needs analysis to obtain information required to make appropriate health insurance product recommendations.
- Answered inbound calls from existing and future policyholders to answer inquiries and discuss insurance options.
Clinical Customer Adviser
WALGREENS
02.2015 - 09.2018
- Resolves routine, general questions and problems submitted by customers via phone with limited variety following established guidelines and standards scripts and procedures
- Resolve customers concerns, Log and track inquiries using a computer application, as well as, check the status of items that required follow-up or involvement of other parties, document customers interactions, records details, complaints, comments, and action take.
- Excellent communication skills, both verbal and written.
- Worked effectively in fast-paced environments.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Skilled at working independently and collaboratively in a team environment.
Customer Service -Insurance Specialist/ Resolution Specialists
WALGREENS
01.2013 - 07.2015
- Primarily responsible for resolving Third Party Rejects (TPRs), Responsible for reviewing the Third-Party Rejections, gathering information, making corrections and resubmitting, Responsible for making telephone calls as necessary, Responsible for following all guidelines and procedures for solving Third Party insurance rejects, Must have the ability to interpret medical abbreviations (SIG codes, read and understand prescriptions data entry guidelines and procedures, apply and maintain licensure and registration as required by state regulations.
- Enhanced customer satisfaction by addressing insurance-related inquiries and resolving issues promptly.
- Improved operational efficiency by developing procedures for processing claims, payments, and endorsements.
- Developed strong rapport with providers/vendors which led to better negotiating power on behalf of clients when needed.
- Reduced claims processing time by effectively collaborating with adjusters, claimants, and internal departments.
- Resolved discrepancies in insurance payments by collaborating with carriers.
- Maintained high standards of customer service by building relationships with clients.
Customer Service Agent
CONCENTRIX
08.2014 - 03.2015
- Inbound calls, Payment processing, Document cases on QuickBooks, Password reset for customers, Guide customers through different processes, Manage and give service of customer's accounts, Up-sell and cross-sell various products and services, Build rapport with customers by greeting them in a courteous, friendly, and professional manner using procedures, Use decision-support computer software programs to respond to common customer work/service order inquiries and requests.
Medical Billings Clerk
MEDICAL OFFICE
11.2006 - 09.2014
- Maintenance of the patient's documents, Maintained the patient's information, reports, income reports and statistics while balancing the daily schedule, Processed the patient's billings, statements, reimbursements claims, post transactions and data, Deal with the queries and respond to them by phone or by writing, Responsible for reports distribution, telephone and generation of bills and maintain the special bill lists and customers accounts.
- Updated patient financial information to guarantee accuracy.
- Collected payments and applied to patient accounts.
- Posted payments and collections on regular basis.
- Filed and updated patient information and medical records.
- Assisted patients with inquiries regarding bills, providing clear explanations of charges and answering questions related to insurance coverage or payment options.
- Managed high volume of daily billing tasks, prioritizing work efficiently in order to meet tight deadlines without compromising accuracy.
- Maintained accurate patient records, updating demographic information and insurance details as needed for a seamless billing process.
- Reduced outstanding account receivables with diligent follow-up on unpaid claims, negotiating payment plans when necessary for patient satisfaction.
- Ensured timely submission of claims by accurately preparing and submitting medical bills to insurance companies within specified deadlines.
- Supported practice management by providing input on financial performance metrics and making recommendations for improvements in the billing process.
- Handled sensitive patient information with utmost discretion, maintaining strict confidentiality in accordance with HIPAA regulations.
- Navigated complex billing situations, working with healthcare providers, insurance companies, and patients to resolve issues in a timely manner.
- Improved cash flow by effectively following up on unpaid claims and resolving discrepancies between billed and received amounts.
- Conducted regular audits of patient accounts, identifying inaccuracies or discrepancies that required correction or adjustment.
- Streamlined the billing process by implementing efficient medical coding practices, resulting in reduced errors and improved revenue collection.
- Increased efficiency by utilizing advanced billing software tools, streamlining the entry of data and generating reports to track progress.
- Maintained strong knowledge of current industry regulations and guidelines, ensuring compliance within all aspects of the medical billing process.
- Continuously updated professional skills through ongoing education and training opportunities, staying informed on changes in healthcare industry standards and trends.
- Developed strong working relationships with insurance companies, fostering effective communication for swift resolution of claim issues.
- Enhanced team productivity through cross-training and supporting colleagues in their tasks during peak workload periods.
- Contributed to staff training initiatives, sharing knowledge of best practices in medical billing procedures and systems usage with new team members.
- Assisted management with analysis of financial reports related to billing activity and performance metrics for strategic decision-making purposes.
Education
Degree in Medical Billing Coding -
John Dewey College
Hato Rey, Puerto Rico11.2000
Skills
- Effective Analytics skills aimed at providing judicious claims and settlements
- Deep understanding of maintaining meaningful relationships with clients and insurance companies
- Strong knowledge of communicating insurance claims education to clients
- In-depth knowledge of medical terminology aimed at providing accurate information to clients and insurance companies
- Contact customers to respond to inquiries or to notify them of investigations results and planned adjustments
- Software: Ilog, CRM, Medical Software
- Experience with Microsoft Office- Word, Excel & PowerPoint
- Excellent communication skills with a focus on customer service
- 30 WPM Typist
- Speak English and Spanish
- Strong multitasking
- Problem-solving skills
- Microsoft Office knowledge
- Guest Relations
- Efficient organization
- Welcoming guests
- Multi-Line Phone Systems
- Supply Stocking
- Correspondence Management
- Appointment Scheduling
- Basic accounting
- Exceptional communication
- Word Processing
- Time Management
- Greeting guests
- Empathy and patience
- Fluent in Multiple Languages
- Hospitality service expertise
- Listening Skills
- Front Office Support
- Conflict Management
- Clerical duties
- Registration
- Credit and cash payments
- Reservations
- Sales expertise
- Microsoft Office
- Marketing
- Hospitality services
- Mail and packages
- Administrative Skills
- Hospitality best practices
- Team Oversight
- Administrative Support
- Room assignments
- Payment oversight
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Fluent Bilingualism
- Problem-Solving
- [Language] translation
- Customer Support
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Front Desk Attendant
La Quinta Inn & Suites In
06.2020 - Current
Licensed Health Insurance Agent
TTec
10.2018 - 06.2020
Clinical Customer Adviser
WALGREENS
02.2015 - 09.2018
Customer Service Agent
CONCENTRIX
08.2014 - 03.2015
Customer Service -Insurance Specialist/ Resolution Specialists
WALGREENS
01.2013 - 07.2015
Medical Billings Clerk
MEDICAL OFFICE
11.2006 - 09.2014
Degree in Medical Billing Coding -
John Dewey College