Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Vicky Ochoa

Cape Coral

Summary

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

21
21
years of professional experience

Work History

Customer Service Representative

Pathology Associates
08.1989 - 11.2010
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.

Medical Billing Specialist

Pathology Associates
08.1989 - 11.2010
  • Communicated with insurance providers to resolve denied claims and resubmitted.
  • Posted and adjusted payments from insurance companies.
  • Communicated effectively and extensively with other departments to resolve claims issues.
  • Assisted patients with understanding their medical bills and provided clarification on complex insurance issues, promoting a positive customer experience.
  • Located errors and promptly refiled rejected claims.
  • Identified and resolved patient billing and payment issues.
  • Examined patients' insurance coverage, deductibles, insurance carrier payments and remaining balances not covered under policies when applicable.
  • Ensured timely submission of claims to various insurance carriers, resulting in prompt payment for services rendered.
  • Managed patient accounts effectively, resolving discrepancies and addressing outstanding balances in a timely manner.
  • Enhanced revenue collection through diligent follow-up on unpaid claims and denials with insurance companies.
  • Researched CPT and ICD-9 coding discrepancies for compliance and reimbursement accuracy.
  • Provided exceptional customer service to both patients and insurance representatives, resolving inquiries quickly and professionally.
  • Filed and updated patient information and medical records.
  • Coordinated with other departments to address any discrepancies or concerns related to charge capture or data entry accuracy.
  • Liaised between patients, insurance companies, and billing office.
  • Prepared billing correspondence and maintained database to organize billing information.
  • Reduced errors in medical billing by meticulously reviewing patient records and ensuring accurate coding.
  • Communicated with patients for unpaid claims for HMO, PPO and private accounts and delivered friendly follow-up calls for proper payments to contracts.
  • Verified insurance of patients to determine eligibility.
  • Accurately entered patient demographic and billing information in billing system to enable tracking history and maintain accurate records.
  • Reviewed patient records, identified medical codes, and created invoices for billing purposes.
  • Reviewed patient diagnosis codes to verify accuracy and completeness.
  • Responded to customer concerns and questions on daily basis.

Education

High School Diploma -

Bronx Community College
Bronx, NY

Skills

  • Customer service
  • Active listening
  • Critical thinking
  • Data entry
  • Customer relations
  • Problem resolution
  • Relationship building
  • Conflict resolution
  • Complaint handling
  • Payment processing
  • Professional telephone demeanor
  • Follow-up skills
  • Paperwork processing

Languages

Spanish
Native or Bilingual

Timeline

Customer Service Representative

Pathology Associates
08.1989 - 11.2010

Medical Billing Specialist

Pathology Associates
08.1989 - 11.2010

High School Diploma -

Bronx Community College
Vicky Ochoa