Marlena Hernandez
Stockton
Summary
Detail-oriented Accounts Receivable professional with extensive experience in claim resolution, payment posting, collections, and customer account research. Proven expertise in analyzing account discrepancies and effectively reducing aging balances while collaborating with cross-functional teams to enhance reimbursement outcomes. Recognized for exceptional communication skills and accuracy, consistently managing high-volume workloads and organizational standards. Committed to delivering results that drive financial efficiency and improve overall operational performance.
Overview
22
22
years of professional experience
Work History
Customer Service Representative
Official Pest Prevention
08.2025 - Current
- Managed scheduling workflows using CRM software and scheduling platforms to optimize operational efficiency.
- Identified and resolved scheduling conflicts to reduce operational delays.
- Enhanced customer satisfaction through effective communication and conflict resolution strategies.
- Analyzed accounts for delinquencies and other ongoing issues.
Customer Experience / Production Associate
Tesla
Fremont, CA
02.2023 - 06.2024
- Delivered vehicles to customers and ensured accurate completion of delivery documentation.
- Resolved customer concerns by researching issues and providing timely, clear solutions.
- Performed final inspections and diagnostics with strong attention to detail.
Customer Service Representative
Blue Shield of California
12.2021 - 02.2023
- Researched member accounts, processed prior authorizations, and resolved unpaid claim inquiries.
- Ranked in the top 1% for customer satisfaction and issue resolution.
- Collaborated with internal departments to resolve complex account discrepancies.
Accounts Receivable Representative
Surgical Care Affiliates
Sacramento, CA
03.2020 - 11.2021
- Managed high volumes of denied medical claims, researching root causes and submitting corrections to secure reimbursement.
- Contacted patients and guarantors regarding past-due balances, negotiating payment plans and processing financial assistance applications.
Collections Representative / Legal Director
J&L Teamworks / USCB America
08.2004 - 03.2020
- Managed 100–200 inbound and outbound calls daily to collect outstanding balances while maintaining FDCPA and HIPAA compliance.
- Negotiated settlements, payment arrangements, and full-balance resolutions based on account status and debtor circumstances.
- Drafted and reviewed legal correspondence supporting civil litigation and collection proceedings.
- Conducted detailed account research to verify balances, correct errors, and update financial records.
- Provided administrative and documentation support for legal and collections teams.
Education
Associate of Arts - Legal Administrative Management
Humphrey's College
Stockton, CA06-2003
Skills
- Accounts receivable management
- Denials & Appeals Resolution
- Medical & Commercial Claims
- Payment Posting & Reconciliation
- Collections & Negotiation
- Customer Account Research
- Financial Assistance Processing
- Invoice & Report Preparation
- Data Accuracy & Documentation
- MS Office (Excel, Outlook, Word)
- CRM & Database Systems
Timeline
Customer Service Representative
Official Pest Prevention
08.2025 - Current
Customer Experience / Production Associate
Tesla
02.2023 - 06.2024
Customer Service Representative
Blue Shield of California
12.2021 - 02.2023
Accounts Receivable Representative
Surgical Care Affiliates
03.2020 - 11.2021
Collections Representative / Legal Director
J&L Teamworks / USCB America
08.2004 - 03.2020
Associate of Arts - Legal Administrative Management
Humphrey's College