Roxanna Cruz
Orlando,FL
Summary
Results-driven collections specialist with proven success in payment processing, account management, and customer relationship management. Skilled in streamlining processes and enhancing collection rates through effective communication and outreach campaigns.
Overview
10
10
years of professional experience
Work History
PAR collections
Fresenius Medical Care Holdings Inc.
Orlando, Florida
05.2024 - Current
- Secured payments of outstanding balances through effective communication with patients and guarantors.
- Facilitated outreach campaigns to manage patient balance worklists and improve collection rates.
- Created and monitored payment plans in accordance with organizational financial policies.
- Streamlined processes using software and tools to improve overall performance.
- Verified and updated patient and guarantor demographic information, insurance packages, and necessary documents.
- Recorded payment information provided by patients or guarantors for processing.
- Noted all patient communications in electronic medical records for general account inquiries.
Collections specialist II
JP Morgan Chase
Lake Mary, Florida
10.2021 - 05.2024
- Managed customer accounts to ensure timely collection of outstanding payments.
- Reviewed account histories to identify discrepancies, resolving billing issues to facilitate timely payments.
- Communicated with clients via phone and email to negotiate payment arrangements.
- Collaborated with team members to develop targeted collection strategies, enhancing overall account recovery.
- Documented all collection activities in company systems for accurate record-keeping.
- Assisted clients in comprehending payment terms and financial obligations.
- Provided tailored solutions for customers experiencing financial hardship, implementing alternative payment plans to support repayment.
Bilingual Customer Service Representative
OptumRx
Orlando, Florida
12.2016 - 06.2021
- Communicated fluently in English and Spanish to meet diverse customer needs.
- Guided customers in navigating prescription benefits and resolving inquiries to enhance overall customer experience.
- Partnered with pharmacy teams to swiftly address customer concerns and ensure satisfaction.
- Processed prescription orders accurately using OptumRx systems and tools.
- Leveraged multiple computer systems to efficiently access accounts, process payments, and update statuses.
- Maintained detailed records of customer interactions for compliance purposes.
Education
Associate of Arts - Information Technology
Valencia College
Orlando, FL08-2025
Skills
- Collections strategies
- Account management
- Account reconciliation
- Payment reconciliation
- Patient communication
- Customer relationship management
- Data management
- Bilingual English/Spanish
Timeline
PAR collections
Fresenius Medical Care Holdings Inc.
05.2024 - Current
Collections specialist II
JP Morgan Chase
10.2021 - 05.2024
Bilingual Customer Service Representative
OptumRx
12.2016 - 06.2021
Associate of Arts - Information Technology
Valencia College