VLADIMIR HECTOR

• Assisted customers with Spanish-language inquiries in a timely and professional manner.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
• Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
• Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
• Provided language translation services for customer service inquiries.
• Communicated with management when customer issues escalated and worked to find resolutions.
• Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.

Bridged language barriers, allowing Spanish-speaking patients to have equal access to healthcare services.
Enhanced patient understanding by providing accurate and timely translations during medical appointments.
Collaborated closely with nursing staff to provide essential information about patient conditions, ensuring proper care delivery.
Maintained strict confidentiality when handling sensitive patient information following HIPAA guidelines.
Streamlined interpreter scheduling processes, resulting in a more efficient allocation of resources across departments.
Contributed to a 20% decrease in appointment delays by efficiently interpreting complex medical terminology for non-English speaking patients.
Received recognition for outstanding service as a Medical Interpreter at the annual Hospital Quality Awards ceremony.
Provided interpretation services during telemedicine consultations, enabling remote access to critical healthcare services for Spanish-speaking patients.
Assisted healthcare professionals in delivering culturally sensitive care to Spanish-speaking patients.

• Met all call quality standards and daily quotas for first-call resolution.
• Responded to customer calls and emails to answer questions about products and services.
• Consistently maintained a professional demeanor under pressure during high-call volume periods or challenging customer interactions.
• Streamlined communication for non-English speaking customers, providing accurate translations of company policies and product information.
• Maintained and managed customer files and databases.
• Collaborated with other departments as needed to resolve customer issues that required cross-functional support or expertise.
• Ensured confidentiality of sensitive customer information by adhering strictly to data protection regulations during all interactions.
• Contributed to a positive work environment by fostering collaboration and open communication among diverse team members.
• Participated in ongoing training sessions aimed at enhancing product knowledge and refining customer service skills.

• Worked productively in fast-moving work environment to process large volumes of claims.
• Researched and analyzed complex claims to determine next steps and possible outcomes.
• Followed up with customers on unresolved issues.
• Improved customer satisfaction by providing timely and accurate information on claim status and resolution.
• Examined reports, accounts, and evidence to determine integrity and accuracy of information.
• Maintained compliance with industry regulations by adhering to established procedures and guidelines in claims handling.
• Analyzed and addressed escalated claims to resolve issues quickly.
• Developed strong relationships with clients, facilitating trust and open communication during the claims process.
• Updated claims system to track claim status and provide relevant information to other department.
• Enhanced claim processing efficiency by streamlining workflows and implementing best practices.
• Collaborated with cross-functional teams to expedite complex claims investigations and resolutions.
• Prepared and presented detailed reports to management on claims issues to aid in decision making.
• Minimized financial losses by identifying fraudulent claims through thorough analysis and investigation.
• Maintained accurate and up-to-date records of claim information for future reference.
• Investigated accidents or incidents to determine cause and extent of damages.
• Negotiated favorable settlements with claimants, resulting in cost savings for the company.
• Conducted detailed assessments of claims documents, ensuring accuracy and completeness before submission for approval.
• Interviewed policyholders to verify information and obtain additional details.
• Demonstrated expertise in interpreting policy language accurately, leading to better-informed decisions on coverage application during claims evaluation.
• Reduced turnaround time for claim settlements by prioritizing tasks and managing deadlines effectively.
• Collaborated with internal departments and external vendors to achieve fast resolution of claims.
• Served as a subject matter expert on specialized claims, providing guidance and support to other team members when needed.
• Trained new Claims Representatives on company policies, procedures, and software systems, improving overall team productivity.

• Resolved customer disputes and disagreements through professional, calm communication to find mutually beneficial solutions.
• Collected on delinquent accounts to reduce overdue balances.
• Prepared and submitted legal documents to initiate court proceedings.
• Prevented impending loss and increased profitability by enforcing scheduled collection campaigns, consistently achieving targeted recovery rate.
• Compiled and analyzed data for review by senior management of loan loss reports to measure portfolio performance.
• Initiated repossession process or service disconnection upon failure of other collection methods.
• Deployed automated system tracking and skip tracing to locate hard-to-find, re-located customers.
• Investigated customer credit references and approved credit lines.
• Generated and distributed monthly customer statements.
• Developed and documented collection procedures and policies to comply with government regulations.
• Analyzed customer financial records to determine appropriate payment plan.
• Researched billing errors and discrepancies to initiate corrective action.
• Responded to customer inquiries and provided detailed account information.
• Entered client details and notes into system for interdepartmental access and review.
• Established relationships with customers to encourage payment of delinquent accounts.
• Located customers with overdue accounts and solicited payment in compliance with fair debt collection practices.
• Improved debt recovery rates by implementing effective negotiation strategies and maintaining professionalism in challenging situations.

• Meticulously tracked pending Medicare Part A and Bclaims for follow-up action, ensuring prompt reimbursement for providers.
  Participated in ongoing professional development opportunities to stay current on industry trends and enhance skills as a Medicare Claims Processor.
  Conducted regular reviews of processed claims data to identify areas for improvement or optimization within the workflow process.
  Demonstrated excellent customer service skills when communicating with patients, providers, and colleagues regarding claims-related inquiries.
• Processed Medicaid applications accurately, ensuring timely access to healthcare services for eligible members.
• Ensured accurate and timely documentation of all case files, facilitating smooth audits and regulatory compliance.
• Improved member satisfaction by responding promptly and professionally to Medicaid inquiries.
• Resolved discrepancies in member accounts by conducting thorough research and applying appropriate corrective actions as necessary.
• Enhanced billing accuracy by diligently reviewing Medicaid claims and identifying discrepancies.
• Implemented quality control measures that reduced errors in claims submissions, leading to fewer rejections and increased reimbursements received from Medicaid agencies.
• Monitored accounts receivable aging reports closely, ensuring timely collection efforts were made on overdue balances.
• Served as a reliable source of information for colleagues regarding changes to Medicaid policies or procedures, promoting a well-informed team environment.
• Conducted comprehensive research to resolve complex billing issues, securing proper payment for services rendered.
• Supported management with ad hoc reporting requests related specifically to Medicaid reimbursement performance.
• Optimized data entry processes by utilizing software tools designed specifically for Medicaid billing purposes.
• Participated in ongoing professional development opportunities to stay informed of best practices and changes within the Medicaid billing landscape.
• Developed strong working relationships with Medicaid representatives, facilitating smooth communication and expedited problem resolution.

• Enhanced customer satisfaction by efficiently addressing and resolving Medicare-related inquiries.
• Provided exceptional support to Medicare beneficiaries, guiding them through coverage options and plan details.
• Managed a high volume of inbound calls, adeptly navigating multiple systems while maintaining focus on customer needs.
• Maintained strong working knowledge of Medicare regulations, ensuring accurate information dissemination to clients.
• Facilitated timely issue resolution, coordinating with diverse departments and healthcare providers as needed.
• Assisted in enrollment processes for new beneficiaries, providing clear guidance through each step for seamless transitions into coverage plans.
• Educated customers on preventative care measures, promoting overall health and wellness among beneficiaries.
• Reduced call handling time with efficient problem-solving skills and comprehensive knowledge of Medicare policies and procedures.

• 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.
• Located errors and promptly refiled rejected claims.
• Assisted patients with understanding their medical bills and provided clarification on complex insurance issues, promoting a positive customer experience.
• 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.
• Maintained strong working relationships with healthcare providers, fostering clear communication regarding billing-related matters.
• Enhanced revenue collection through diligent follow-up on unpaid claims and denials with insurance companies.
• Analyzed complex Explanation of Benefits forms to verify correct billing of insurance carriers.
• Filed and updated patient information and medical records.
• Prepared billing correspondence and maintained database to organize billing information.
• Precisely evaluated and verified benefits and eligibility.
• Served as a subject matter expert on medical billing matters, providing guidance to colleagues on complex cases or unique situations.
• Reduced errors in medical billing by meticulously reviewing patient records and ensuring accurate coding.

• Improved customer satisfaction by promptly addressing inquiries and resolving issues in a professional manner.
• Increased sales by effectively presenting product information and persuading potential customers to make purchases.
• Reduced call handling time by efficiently navigating through customer databases and CRM systems.
• Enhanced team performance with consistent attainment of individual and group targets.
• Collaborated with other departments to ensure seamless communication and resolve any customer-related concerns.
• Maintained detailed records of customer interactions to provide accurate data for future reference and analysis.
• Conducted follow-up calls to gauge customer satisfaction levels and identify opportunities for upselling or cross-selling services.
• Utilized persuasive communication skills to overcome objections from potential clients during sales presentations.
• Expanded client base by consistently meeting daily targets for outbound calls made per shift.
• Adhered strictly to federal regulations such as TCPA while making outbound calls, ensuring legal compliance at all times.
• Provided personalized support by addressing each caller''s needs based on their unique circumstances, preferences, or challenges faced during the interaction process.