Lourdes Serrano
East Chicago,Indiana
Summary
With extensive experience in customer service and data entry, possessing exceptional communication skills and problem-solving abilities. Expertise lies in mediating customer disputes and collecting payments promptly. Seeking a position that can effectively utilize twenty-five years of experience in customer service, communication, and leadership skills.
Professional in customer service management with proven track record of driving customer satisfaction and operational efficiency. Known for strong leadership, effective problem-solving, and excellent communication skills. Adept at fostering team collaboration and adapting to evolving challenges to achieve consistent results. Skilled in conflict resolution, process optimization, and delivering high-quality customer experiences.
Overview
38
38
years of professional experience
1
1
Certification
Work History
Consolidate customer service
Lurie Childrens Hospital
01.1997 - Current
- Researched and resolved billing discrepancies to enable accurate billing.
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Worked with multiple departments to check proper billing information.
- Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
- Prepared itemized statements, bills, or invoices and recorded amounts due for items purchased or services rendered.
- Collaborated with the collections team to recover overdue payments from clients, maintaining cash flow and minimizing writeoffs.
- Reduced errors in financial records by conducting regular audits of billed accounts.
- Conducted regular reviews of aged accounts receivable reports, ensuring timely follow-up on past due balances.
- Streamlined payables and receivables processes by implementing efficient systems and software tools.
- Collaborated with cross-functional teams for the successful implementation of new compliance initiatives.
- Monitored adherence to industry regulations, ensuring timely reporting of any discrepancies or violations.
- Trained new Patient Liaison staff members, ensuring they were well-equipped to provide exceptional service and support to both patients and healthcare teams.
- Negotiated payment arrangements with self-pay patients, offering flexible solutions that aligned with their financial capabilities.
- Assisted patients in understanding their financial responsibilities, guiding them through available payment options and resources.
- Maintained comprehensive knowledge of federal, state, and institutional regulations related to financial aid eligibility requirements, keeping clients informed about potential changes that may impact their funding status.
- Evaluated clients'' eligibility for various types of aid based on established criteria while considering individual circumstances such as income levels or family size for equitable distribution of resources.
- Improved financial assistance processing efficiency by streamlining application workflows and reducing redundancies.
- Managed a caseload of diverse clients effectively while maintaining strict confidentiality regarding personal financial information.
- Reduced errors in financial assistance applications by implementing a thorough pre-submission review process, ensuring accuracy and completeness.
Customer SERVICE
Lutheran General hospital
01.1989 - 01.1997
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Reduced outstanding receivables by consistently following up on overdue payments and negotiating payment arrangements.
- Streamlined the collections process for enhanced efficiency and accuracy in tracking delinquent accounts.
- Utilized advanced skip-tracing techniques to locate hard-to-find debtors, increasing the likelihood of successful collections efforts.
- Educated customers on their financial obligations, offering guidance on budgeting and repayment options tailored to their individual circumstances.
- Ensured compliance with all applicable federal, state, and local regulations governing debt collection activities while protecting consumer rights.
Customer Service
Burger King
01.1987 - 01.1989
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Enhanced customer satisfaction with quick and accurate food preparation, ensuring timely service.
- Maintained high levels of sanitation by strictly adhering to food safety guidelines and regulations.
Education
HIgh school DIPLOMA -
William a. wirt high school
gary, In06.1987
Skills
- Clinical Workflow Optimization
- Experience in Epic
- Microsoft Teams
- Microsoft Word
- Google docs
- Outlook
- One source
- OnBase
- Itemized Bills
- 1500/UB04
- Financial documentation
- Payment processing
- Payment distribution
- Payment plan options
- Eligibility determination
- Medical billing
- customer service
- HIPAA complaints
- Insurance claims analyst
- Billing processing
- Coding reviews
References
References upon request
Certification
BLS
Languages
Spanish
Native or Bilingual
Timeline
Consolidate customer service
Lurie Childrens Hospital
01.1997 - Current
Customer SERVICE
Lutheran General hospital
01.1989 - 01.1997
Customer Service
Burger King
01.1987 - 01.1989
HIgh school DIPLOMA -
William a. wirt high school
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