Summary
Overview
Work History
Education
Skills
Languages
Certification
Accomplishments
Affiliations
References
Timeline
SoftwareEngineer

Patti Torres

Orlando,FL

Summary

Certified Medical Billing Coder known for high productivity and ability to complete tasks swiftly and accurately. Comprehensive knowledge in medical coding, ( CPT, ICD-10,HCPCS) billing procedures and insurance claims. Specialize in coding accuracy ensuring compliance with healthcare regulations, and electronic health record (EHR) management. Excel in analytical skills,communication, problem-solving, and time management, ensuring seamless billing processes and maximize revenue cycle for healthcare providers. Self motivated professional offering a keen understanding of data confidentiality and HIPAA regulations. Knowledgeable in AMA and the CMS coding rules

Overview

5
5
years of professional experience
1
1
Certification

Work History

Lead Customer Experience Agent

Alorica
Tucson, AZ
05.2020 - 04.2024
  • Engaged in conversation with customers to understand needs, resolve issues and answer product questions. Ensured the accuracy of all information provided to customers by verifying the data entered into the system. Communicated with customers via phone, email, and online chats. Utilized various software and tools to streamline processes and optimize performance. Provided detailed product information and assistance to customers, improving product understanding. Maintained confidentiality of customer information in compliance with privacy regulations.
  • I was promoted to SME (Subject Matter Expert) within six months. Later, I was promoted to lead agent and senior nesting coach.
  • As the Senior Nesting Coach, I assessed training needs through surveys, interviews with employees, focus groups, and consultation with trainers and senior management. I evaluated modes of training delivery to optimize training effectiveness, training costs, and customer service impacts. I suggested and offered specific training programs to help workers maintain or improve job skills.
  • Analyzed survey results to identify areas needing improvement. Increased training surveys to 90%, with several classes reaching 100%.
  • Worked collaboratively across departments and with various stakeholders to deliver comprehensive, effective training sessions. Provided technical support to instructors and students during classes. Collaborated with other trainers to develop effective strategies for teaching.
  • Used role-playing, lectures, and simulations to present information in variety of instructional techniques and formats. Evaluated existing curricula regularly to ensure accuracy and relevance. Maintained updated knowledge through continuing education and advanced training. Updated course materials based on technical industry changes, or management requests. Organized and maintained course material files, documents, and records.
  • Explained goals and expectations required of trainees. Monitored customer and trainee interactions to ensure compliance with company policies and procedures. Communicated key information from trainers to participants and vice versa. Assisted with the design of evaluations to assess student performance. Resolved any issues that arose in the classroom setting.

Customer Service Representative

Williams and Sonoma
Orlando, Fl
09.2019 - 03.2020
  • Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions. Adjusted bills and refunded money to resolve customers' service or billing complaints.
  • Remained calm and professional in stressful circumstances, and effectively diffused tense situations. Increased customer satisfaction ratings by effectively answering questions, suggesting effective solutions, and resolving issues quickly.
  • Monitored customer satisfaction levels through surveys and feedback forms. Exceeded established service goals while leveraging customer service, sales, and employee management best practices.

Education

Associate of Applied Science - Medical Billing And Coding

NUC University Florida Technical College
Orlando, FL
09-2024

Associate of Arts - Business Accountancy

Valencia Community College
Kissimmee, FL
05-1995

Skills

  • Call center experience with escalations
  • Training and mentoring
  • Microsoft office
  • Customer relationship management and software (CRM)
  • A continuous learning attitude, using certification maintenance, and uptraining
  • Regulatory guidelines and HIPAA compliance
  • Insurance verification and analysis
  • Electronic health records management, patient data compilation, patient data identification payment posting
  • Medical terminology, anatomy, and physiology
  • Professionalism and strong ethical standards
  • Medicare, Medicaid, and private insurance regulations
  • Medical billing, coding, abstracting and coding error resolution
  • Diagnostic coding and coding resolution
  • HCPCS, ICD-10, and CPT coding
  • Clinical documentation
  • Revenue cycle management and workflow management, task prioritization

Languages

Spanish
Professional

Certification

National Certified Insurance and Coding specialist

Florida public Notary

Accomplishments

Graduated with High Honors NUC University Florida Technical College

Graduated Phi Beta Kappa Valencia Community College

Affiliations

  • Certified Deep Water Scuba Diver
  • Baking

References

References available upon request.

Timeline

Lead Customer Experience Agent

Alorica
05.2020 - 04.2024

Customer Service Representative

Williams and Sonoma
09.2019 - 03.2020

Associate of Applied Science - Medical Billing And Coding

NUC University Florida Technical College

Associate of Arts - Business Accountancy

Valencia Community College

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Patti Torres