Maria Teresa Urena
San Fernando,CA
Summary
Personable and dedicated customer service representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
Work History
Office Manager and Biller
Golden health and beauty center
Encino, California
08.2019 - Current
- Ordered supplies and equipment to maintain adequate inventory levels.
- Maintained confidential records relating to personnel matters.
- Analyzed data from various sources to identify trends and make recommendations for improvement.
- Supervised staff members, organized schedules and delegated tasks.
- Managed, scheduled and coordinated office functions and activities for employees.
- Developed effective communication strategies between departments within the organization.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Maintained filing system for records, correspondence and other documents.
- Provided training to new hires on office policies and procedures.
- Trained and mentored administrative staff members in company policies, daily task execution and industry best practices.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Coded and entered daily invoices with in-house accounting software.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Reviewed completed work to verify consistency, quality, and conformance.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Negotiated contracts with vendors to secure favorable terms and pricing.
- Reviewed contracts for accuracy prior to signing off on behalf of the company.
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
- Responded to customer inquiries via phone or email in a professional manner.
- Oversaw receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.
- Negotiated contracts with vendors, securing favorable terms and cost savings.
- Managed office budget to handle inventory, postage and vendor services.
- Delegated work to staff, setting priorities and goals.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Implemented and maintained company protocols to facilitate smooth daily activities.
- Reviewed files and records to obtain information and respond to requests.
- Developed and implemented office policies and procedures.
- Coordinated office activities and operations to secure efficiency and compliance with company policies.
- Automated office operations for managing client correspondence, payment schedules and data communications.
- Used judgment and initiative in handling confidential matters and requests.
- Sustained office efficiency by implementing and planning office systems, equipment procurement and layouts.
- Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
- Monitored inventory levels and placed orders when needed.
- Assisted in recruiting, onboarding and training new employees.
- Resolved customer inquiries in a timely manner while maintaining positive relationships with clients.
- Monitored payments due from clients and promptly contacted clients with past due payments.
- Tracked invoices and payments to ensure accuracy of accounts receivable and payable information.
- Managed office inventory and placed new supply orders.
- Elevated customer satisfaction ratings by promptly resolving client and case issues.
- Managed front desk operations including greeting visitors, answering questions or directing them to appropriate personnel.
- Recognized by management for providing exceptional customer service.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Identified needs of customers promptly and efficiently.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Assisted with customer requests and answered questions to improve satisfaction.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Identified professional development opportunities and delivered comprehensive, standardized and hands-on training to new staff.
- Eliminated inaccuracies in accounts payable payments by verifying information prior to generating checks and electronic payment transfers.
- Executed account updates and noted account information in company data systems.
- Processed and monitored invoices, payments, and adjustments to ensure timely payment from insurance companies.
- Completed efficient drop and bulk filing to maintain well-organized and easily accessed systems
- Tallied transactions, verified pricing and rectified errors in system.
- Verified insurance eligibility for patients by calling appropriate parties.
- Managed all payments processing, invoicing and collections tasks.
- Reviewed legal claims for accuracy and issues.
- Input statement information, reconciled accounts and resolved discrepancies.
- Documented all account activity into electronic medical record system ensuring accuracy of data entry.
- Answered customer questions to maintain high satisfaction levels.
- Monitored past due accounts and pursued collections on outstanding invoices.
- Collaborated with other departments such as the clinical staff to obtain necessary documentation for processing claims accurately.
- Submitted claims to insurance companies.
- Coded invoices properly based upon patient services and medical records.
- Verified accuracy of information and resolved discrepancies with vendors before entering invoices for payment.
- Verified accuracy and integrity of motor vehicle and workers' compensation claims through careful research and analysis.
- Processed invoice payments and recorded information in account database.
- Investigated past due invoices and delinquent accounts to generate revenues and reduce number of unpaid and outstanding accounts.
- Researched discrepancies in accounts receivable for accurate reconciliation of balances.
- Reviewed engine assigned codes and modifiers to update and verify accuracy.
- Performed daily follow-up on outstanding claims to ensure prompt payment from payers.
- Maintained up-to-date records of all billing activities including charges, adjustments, denials, and collections.
- Obtained prompt payments for open bills by interacting with appropriate parties.
- Ensured that all patient statements were sent out in a timely manner with current balance information included.
- Checked claims coding for accuracy with ICD-10 standards.
- Analyzed patient accounts for errors or discrepancies in order to resolve issues quickly.
- Prepared and posted weekly payments to vendors and suppliers.
- Maintained accounting ledgers by verifying and posting account transactions.
- Reconciled codes against services rendered.
- Assisted with the preparation and analysis of month end closing procedures related to accounts receivable.
- Performed insurance verification, pre-certification and pre-authorization.
- Participated in training sessions related to new policies and procedures as well as updates on existing ones.
- Prepared detailed claims for submission to insurance companies according to policy guidelines.
- Provided prompt and accurate services through knowledge of government regulations, health benefits and healthcare terminology.
- Enforced compliance with organizational policies and federal requirements regarding confidentiality.
- Reconciled bank statements on a weekly basis ensuring accuracy of transactions posted against deposits received.
- Collected, posted and managed patient account payments.
- Reviewed and verified accuracy of patient insurance information and billing documents.
- Monitored customer account details for non-payments, delayed payments, and other irregularities.
- Sent meticulous and accurate bills to collect payment from customers according to company protocol.
- Maintained historical records by microfilming and filing documents.
- Maintained confidentiality on all patient record data.
- Weighed envelopes containing statements to determine correct postage and affix postage.
- Provided customer service support by responding promptly to inquiries from patients regarding their bills.
- Reviewed purchase orders, sales tickets and charge slips to compute fees or charges due.
- Expedited payments by verifying accuracy and currency of vendor information.
- Worked with team members to identify and develop process improvements.
- Accurately input procedure codes, diagnosis codes and patient information into billing software to generate up-to-date invoices.
- Entered procedure codes, diagnosis codes and patient information into billing software to facilitate invoicing and account management.
Insurance Verify
Team Health
West Hills,, California
06.2018 - 08.2019
- Implemented and managed reinsurance accounting procedures to ensure accurate financial reporting.
- Authored reports and put together presentations to outline findings and recommendations of analysis.
- Analyzed equitable basis for distributing surplus earnings to determine mutual companies' annuity contracts.
Front Office and Collection
Dr. Kayvanfar
Newhall, California
04.2017 - 07.2018
- Utilized office equipment such as printers, copiers, and fax machines efficiently.
- Encouraged and improved cross-department internal communication.
- Scheduled service and changed and ordered toner to keep printers and copiers functioning.
- Checked out guests efficiently to provide a smooth transition between stays.
- Verified guest identity and ensure that all requirements were met before check-in.
- Maintained positive working relationship with fellow staff and management.
- Assisted organizational efforts by filing, entering data and answering phones.
- Participated in credit and collections activities.
- Greeted guests upon arrival, checked them in, and provided information about the hotel services.
- Answered incoming calls from customers seeking reservations or general information regarding services offered at the hotel.
- Inspected rooms prior to guest arrivals for cleanliness, maintenance concerns, or any other irregularities.
- Managed daily office operations and maintained a clean and efficient workspace.
- Provided exceptional customer service by responding promptly to inquiries and resolving complaints.
- Answered phones and routed voicemails to respective employees.
- Maintained accurate records of room availability and rates using the hotel's computer system.
- Performed daily tasks such as cashing out registers, balancing accounts, restocking supplies, and completing paperwork accurately and on time.
- Answered and directed phone calls to appropriate staff members.
- Assigned rooms to guests, collected payments, and processed credit card transactions.
- Provided customer service, addressing inquiries and resolving issues promptly.
- Handled incoming calls and directed callers to appropriate department or employee.
- Coordinated support to facilitate general office operations.
- Conducted data entry tasks with a high level of accuracy and efficiency.
- Maintained filing systems, both electronic and physical, for easy document retrieval.
- Offered reception coverage to relieve staff during absences or breaks.
- Responded immediately to any emergency situations that arose during shift hours.
- Maintained confidentiality of sensitive information and documents.
- Resolved billing issues with guests quickly and professionally in order to maintain positive relationships between the hotel staff and its patrons.
- Assisted with customer requests and answered questions to improve satisfaction.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Identified needs of customers promptly and efficiently.
Assistant Manager and Workers Comp Negotiator
Sina urgent care
Woodland Hills, California
03.2014 - 04.2018
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Collaborated with management on developing strategic plans for achieving business goals.
- Communicated regularly with customers to gain insights into their needs.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Proposed or approved modifications to project plans.
- Reviewed completed work to verify consistency, quality, and conformance.
- Managed customer service inquiries and complaints in a timely manner.
- Implemented quality control measures to uphold company standards.
- Established processes for monitoring customer satisfaction levels.
- Resolved conflicts between team members in an effective manner.
- Coordinated with other departments to ensure smooth flow of operations.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Supervised daily operations including scheduling shifts, assigning duties.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Ensured compliance with safety regulations and company policies.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Assisted in the development of operational strategies to ensure efficient and productive operations.
- Monitored employee attendance records, timekeeping, and payroll information.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Maintained accurate records of sales transactions using point-of-sale systems.
- Identified needs of customers promptly and efficiently.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Completed day-to-day duties accurately and efficiently.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Operated equipment and machinery according to safety guidelines.
- Operated a variety of machinery and tools safely and efficiently.
- Achieved cost-savings by developing functional solutions to problems.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Worked with cross-functional teams to achieve goals.
Education
Medical Assistance Certificate - Medical
Medical Technology
Palm Desert09-1993
High School Diploma -
Francis Polytechnic High School
Sun Valley06-1986
Skills
- Vendor engagement
- Staff hiring
- Bookkeeping
- Billing
- Employee supervision
- Office management software
- Workflow planning
- Scheduling coordination
- Supply management
- Documentation and control
- Data entry
- Organizational skills
- Information protection
- Staff training
- Account reconciliation
- Financial reporting
- Financial tracking
- Scheduling
- Financial accounting
- Credit and collections
- Policy and procedure modification
- Clerical support
- Facility management
- Staff management
- Scheduling and calendar management
- Office management
- Training and coaching
- Customer relations
- Office administration
- Document management
- Clear oral/written communication
- Customer service
- Documentation expertise
- Report writing
- Business administration
- Administrative support
- Inventory control
- Data retrieval systems
- Employee training
- Operations management
- Performance improvement
- Mail handling
- Contract negotiations
- Project management
Timeline
Office Manager and Biller
Golden health and beauty center
08.2019 - Current
Insurance Verify
Team Health
06.2018 - 08.2019
Front Office and Collection
Dr. Kayvanfar
04.2017 - 07.2018
Assistant Manager and Workers Comp Negotiator
Sina urgent care
03.2014 - 04.2018
Medical Assistance Certificate - Medical
Medical Technology
High School Diploma -
Francis Polytechnic High School