Maria Rojas
Garland
Summary
Dynamic bilingual customer engagement advocate with extensive experience at Baylor Scott & White Medical Center. Expert in patient advocacy and billing resolution, consistently achieving high accuracy in data entry. A reliable team player and great listener, adept at navigating provider networks and ensuring HIPAA compliance to enhance patient satisfaction.
Overview
11
11
years of professional experience
Work History
Bilingual Customer Engagement Advocate
Lantern
Dallas
08.2024 - 03.2025
- Engage with the customer in finding a doctor that will fit their needs and is in-network with the insurance.
- high-volume inbound call and outbound calls(over 200 calls a day).
- Engage patients to utilize our benefits of choosing the best provider that meet their needs.
- Help patients find and make their appointments for any referral given.
- Follow up with providers and patients to see if any problems have occurred, so the patient can be seen.
- Answer emails from different provider specialist patients and sent any document missing.
Patient Service Specialist 2
Baylor Scott & White Medical Center
Dallas
07.2022 - 06.2024
- Answered incoming calls and responded to inquiries in a timely manner.
- Ensured compliance with HIPAA regulations when handling confidential patient information.
- Assisted in resolving billing disputes between providers and insurance companies and patients.
- Processed payments from patients, including cash, check, or credit card transactions.
- Maintained strict confidentiality when dealing with sensitive information.
- Performed administrative tasks such as filing, faxing documents, copying materials, and other clerical duties as needed.
- Maintained knowledge of current insurance requirements for billing purposes.
- Ensured all required documentation was completed accurately before submitting claims.
Bilingual Collection Supervisor
AREI LLC
Garland
10.2017 - 06.2022
- Prepared monthly reports summarizing the status of all outstanding receivables.
- Negotiated settlements with delinquent customers in order to resolve their accounts without initiating legal proceedings.
- Provided guidance and assistance to customers regarding payment plans or other options for resolving delinquencies.
- Implemented processes to streamline collection efforts such as automated email reminders and phone calls.
- Make over 300 outbound collection calls a day, plus also answer the incoming calls.
- Send lenders a late report list every week to keep them updated on delinquent accounts for 30, 45, 60, and 90 days.
- Maintained accurate records of all collection activities in accordance with company policies and procedures.
- Coordinated with legal counsel to initiate legal proceedings when necessary.
Bilingual Billing Customer Service Representative
Charter Spectrum
Irving
06.2014 - 10.2017
- Reviewed customer account records to ensure accuracy of all data entered into the system.
- Provided detailed information to customers about their accounts, including payment history and current balance due.
- Generated invoices for customers based on service plans and usage levels.
- Provided technical support when necessary for customers having difficulty understanding their bills or navigating the online payment portal.
- Collaborated with other departments within the company to resolve billing discrepancies quickly and accurately.
- Educated customers about available discounts, promotions, or special offers that may be applicable to them.
- High-volume inbound calls (over 300 a day).
Education
High School Diploma -
W.T.White High School
Dallas Texas08-2008
Skills
- Patient advocacy
- Provider network navigation
- Billing resolution
- HIPAA compliance
- High-volume calling
- Appointment scheduling
- Epic
- Microsoft word, Excel and Powerpoint aknowledgement
- Detailed Oriented
- team player, and alone
- Great lister
- problem solving
- reliable
- Data entry accuracy
- Document filing
Timeline
Bilingual Customer Engagement Advocate
Lantern
08.2024 - 03.2025
Patient Service Specialist 2
Baylor Scott & White Medical Center
07.2022 - 06.2024
Bilingual Collection Supervisor
AREI LLC
10.2017 - 06.2022
Bilingual Billing Customer Service Representative
Charter Spectrum
06.2014 - 10.2017
High School Diploma -
W.T.White High School
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