Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Sandra Gabriela Zepeda-Medina

Mission Viejo,CA

Summary

Seeking a position where I can utilize my previous experience while providing excellent customer service with an opportunity for professional growth.

Knowledgeable and dedicated customer service professional with extensive experience in Med-Legal and Advertising industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

30
30
years of professional experience

Work History

Branch Coordinator

Apria Healthcare
09.2019 - Current
  • Answer inbound calls from customers on a multi-line phone system; provide information to new and existing patients, troubleshoot common issues, work with the branch team and other departments to find appropriate resolutions and escalate queries or concerns when necessary.
  • Review of new and recurring patient accounts, obtain all necessary documentation from the referral source to bill the individual health insurance plans, allowing our patients to maximize their available health plan benefits and to receive the much-needed care as soon as possible.
  • Work with sales team, referrals and/or patients to gather documentation/information needed to meet insurance guidelines. Requests health plan authorizations/information as required; either electronically or verbally.
  • Perform processing duties for the branch; including, but not limited to, creating, and working with new orders, reviewing multiple systems simultaneously to assist customers, confirming delivery appointments, verifying insurance, obtaining authorization of equipment based on payor guidelines, monitoring incoming faxes, and performing data entry.
  • Collect credit card payments and billing information and reconcile daily receivables.

CUSTOMER QUALITY SPECIALIST

APRIA HEALTH CARE
12.2013 - 10.2015
  • Verify insurance information for accuracy and completeness and resolve discrepancies as needed.
  • Obtain clinical information needed for order processing or reimbursement.
  • Contact patient to: advise them of the order placed on their behalf and to confirm all patient demographic information; to communicate any financial responsibilities and/or additional information necessary for processing the order received; to promote other company product and services as appropriate.
  • Process information received from intake/service personnel.
  • Ensure proper selection on information online to ensure timely delivery and appropriate revenue recognition for order.
  • Maintain appropriate documentation received with order and conduct follow-up as applicable.
  • Demonstrate professional etiquette and courtesy when interfacing with customers.
  • Resolve patient/customer complaints by identifying problems and coordinating appropriate corrective action.
  • Comply with and adheres to all regulatory compliance areas, policies and procedures, “best practices”.
  • Perform other related duties as directed by supervisor.

ACCOUNT RECEIVABLES

ABOVE AND BEYOND BALLOONS
12.2010 - 09.2012
  • Processed account receivables aging report once a month, mail, email and call clients to collect payment on outstanding balances.
  • Processed credit card electronic payments.
  • Posted payment on QuickBooks and email client paid invoice.
  • Answered client’s questions about invoices such as discounts or adjustments.
  • ONLINE SALES (Customer Service Department, Shipping and Receiving Department)
  • Received and replied to emails from clients requesting status on late orders, cancelations, returns and exchanges of products received damaged in shipping or wrong item received.
  • Give client an answer and call them back with the solution to their problem.

TODDLER TEACHER

ARBOR CHRISTIAN SCHOOL
12.2006 - 05.2010
  • As a Toddler Teacher I was responsible for providing every aspect of care to between 10 and 12 children.
  • The day began with greeting children and parents upon their arrival.
  • Serving breakfast, lunch, morning and afternoon snack.
  • Supervising and playing with children on the playground.
  • The afternoon included setting up nap beds, as well as tables for play time after naps.
  • Writing daily reports that included what the children had for lunch and how well they ate and diaper changes.
  • Communicating with parents was a key element in concluding the day to inform them of any behavioral changes observed during the day.

FRONT OFFICE/ACCOUNTS RECEIVABLE

ROSS MEDICAL ASSOCIATES AND URGENT CARE
11.2005 - 12.2006
  • Three Family Practice and Internal Medicine physicians, treating 100 patients per day.
  • Answered phones, checked in patients, and scheduled appointments.
  • Collected payments and set up patient payment plans.
  • Explained insurance statements to patients.
  • Appealed and resubmitted claims.
  • Interacted with Insurance Companies regarding Explanation of Benefits.

FRONT OFFICE/ACCOUNTS RECEIVABLE

OSO FAMILY MEDICAL GROUP
11.2005 - 05.2006
  • Answered phones, checked in patients, and scheduled appointments.
  • Collected payments and set up patient payment plans.
  • Explained insurance statements to patients.
  • Appealed and resubmitted claims.
  • Interacted with Insurance Companies regarding Explanation of Benefits.

BILLING/COLLECTIONS

PRIORITY MANAGEMENT SERVICES
04.2005 - 09.2005
  • Processed bills to Federal and State Workers Compensation Insurance.
  • Negotiated and settled outstanding balances pertaining to personal injury claims.
  • Negotiated and settled outstanding balances pertaining to workers compensation claims.

ASSISTANT TO THE VICE PRESIDENT

CALIFORNIA ANCILLARY NETWORK
01.2003 - 01.2005
  • Prepared Monthly Balance Sheets for 30 facilities.
  • Coordinated with collectors for nonpayment as well as documented cases for court.
  • Negotiated settlements with insurance companies.
  • Coordinated referrals for all types of physical therapy.
  • Assisted vice-president with credentialing for Medicare.

COLLECTIONS

DOCTORS BUSINESS SERVICES
01.2002 - 01.2003
  • Follow up on accounts waiting for payment.
  • Negotiate liens, and send letters to insurance.
  • Calendar hearing notices and pull files for litigation.
  • Read report and process billing according to Doctor’s diagnosis.
  • Mail billing to Applicant’s attorney and insurance company.
  • File lien with Workers Compensation Appeals Board.

RECEPTIONIST

JAMES M. PARSA, ESQ.
01.1999 - 01.2002
  • Answer the phone, screening and directing calls.
  • Give basic information to doctors office on workers compensation cases.
  • Send to insurance patient’s mileage for therapy.
  • Calendar hearing notices, sort mail.
  • Attend to clients in the office.
  • Send letters to insurance companies related to workers compensation cases.

RECEPTIONIST AND LEGAL ASSISTANT

BEATRIZ M. LOPEZ, ESQ.
01.1996 - 01.1999
  • Answer the phone, screening and directing calls.
  • Give basic information to doctors office on workers compensation cases.
  • Send to insurance patient’s mileage for therapy.
  • Calendar hearing notices, sort mail.
  • Attend clients in the office.
  • Send letters to insurance companies related to workers compensation cases.

Education

No Degree - Early Childhood Education

Saddleback College
Mission Viejo, CA
01-2027

Skills

  • Bilingual (100% fluent in Spanish)
  • Proficient in ACIS, BPM, QuickBooks, Outlook, Legal Solutions, Abacus, Microsoft Office, Practice Expert, Electronic Medical Records, Compdata, Compflow and Act
  • Hard worker, honest, productive, team player and detail oriented
  • Reliable and adaptable, willing to learn new systems
  • Fluent bilingualism
  • Customer service
  • Problem-solving
  • Spanish translation
  • Customer support
  • Data entry
  • Call center experience
  • Payment processing
  • Document translation
  • Payment collection
  • Call management
  • Call center operations
  • Caller assistance
  • Records review
  • Issue research
  • Cross-cultural awareness
  • Eligibility determination
  • Claims evaluation
  • Time management
  • Multitasking and organization
  • Empathy and patience
  • Team collaboration
  • Active listening
  • Verbal and written communication
  • Flexibility and adaptability
  • Client relationship management
  • Conflict resolution
  • Workflow management
  • Customer needs assessment
  • Telephone etiquette
  • Script adherence
  • Inter-departmental collaboration
  • Simultaneous interpretation
  • Interpretation support
  • Consecutive interpretation
  • Bilingual communication
  • Strong interpersonal skills
  • Spanish fluency
  • Teamwork and collaboration
  • Computer skills
  • Problem resolution
  • Translation and interpretation services
  • Microsoft office
  • Understanding customer needs
  • Calm under pressure
  • Work prioritization
  • Calm and professional under pressure
  • Issue and complaint resolution
  • Customer relations
  • Professional telephone demeanor
  • Relationship building
  • Customer data confidentiality
  • Document and records management
  • Administrative and office support
  • Order processing
  • Following scripts
  • Sales transactions
  • Policies and procedures adherence
  • Complaint resolution
  • Order fulfillment
  • Service standard compliance
  • Merchandise orders and exchanges
  • Report generation

Languages

Spanish
Native or Bilingual
Italian
Elementary

Timeline

Branch Coordinator

Apria Healthcare
09.2019 - Current

CUSTOMER QUALITY SPECIALIST

APRIA HEALTH CARE
12.2013 - 10.2015

ACCOUNT RECEIVABLES

ABOVE AND BEYOND BALLOONS
12.2010 - 09.2012

TODDLER TEACHER

ARBOR CHRISTIAN SCHOOL
12.2006 - 05.2010

FRONT OFFICE/ACCOUNTS RECEIVABLE

ROSS MEDICAL ASSOCIATES AND URGENT CARE
11.2005 - 12.2006

FRONT OFFICE/ACCOUNTS RECEIVABLE

OSO FAMILY MEDICAL GROUP
11.2005 - 05.2006

BILLING/COLLECTIONS

PRIORITY MANAGEMENT SERVICES
04.2005 - 09.2005

ASSISTANT TO THE VICE PRESIDENT

CALIFORNIA ANCILLARY NETWORK
01.2003 - 01.2005

COLLECTIONS

DOCTORS BUSINESS SERVICES
01.2002 - 01.2003

RECEPTIONIST

JAMES M. PARSA, ESQ.
01.1999 - 01.2002

RECEPTIONIST AND LEGAL ASSISTANT

BEATRIZ M. LOPEZ, ESQ.
01.1996 - 01.1999

No Degree - Early Childhood Education

Saddleback College

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