Jessica Herrera
Commerce City
Summary
Customer service professional skilled in conducting comprehensive assessments and resolving complex eligibility issues. Expertise in data management and communication enhances patient experiences and boosts operational efficiency.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Denver Health Enrollment
08.2018 - Current
- Conducted interviews to assess patients' living and financial situations for program eligibility.
- Calculated income and asset levels to determine suitable medical assistance programs.
- Explained medical assistance options to patients and guided them in completing application forms.
- Resolved complex eligibility issues related to various medical assistance programs through thorough research.
- Collected and updated data using tracking tools to monitor performance metrics accurately.
Customer Service Representative
Denver Health
07.2016 - 08.2018
- Managed inbound and outbound calls to facilitate effective communication with clients.
- Utilized imaging systems for thorough account research and document scanning as needed.
- Employed eligibility software to verify correct billing to appropriate payers.
- Accurately processed account transactions involving charge transfers, account merges, or manual adjustments.
- Responded to incoming correspondence from insurance carriers and patients to expedite account resolution.
- Identified and communicated existing or potential issues to supervisors promptly.
- Recognized dental claims and applied relevant dental terminology in processing.
- Handled Medicaid billing and managed dental revenue cycle operations efficiently.
Dental Assistant
Colorado Coalition for Homeless
08.2011 - 05.2015
- Assisted dental professionals in delivering care to homeless individuals, enhancing access to oral health services.
- Prepared treatment rooms and sterilized instruments prior to procedures.
- Educated patients on oral health practices and post-treatment care.
- Managed patient records, safeguarding confidentiality of sensitive information to maintain trust and compliance.
- Streamlined record-keeping and administrative tasks to support efficient clinic operations, contributing to overall patient care.
Education
High school diploma or GED -
Columbine Prep
Denver, CO12-2011
Skills
- Customer support operations
- Customer needs assessment
- CRM software management
- Customer relationship management
- Payment processing
- Call management
- Conflict resolution
- Data collection
- Scheduling
- Record management
- Information organization
- Team collaboration
- Communication skills
- Active listening
- De-escalation strategies
- Problem solving
- Fast-paced adaptability
- Time management
- Attentiveness
- Responsibility taking
- Professionalism
- Script adherence
- Research and analysis
- Presentation preparation
- Critical thinking abilities
- Reading comprehension skills
- Communication techniques
- Punctuality and reliability
- Patience
- De-escalation strategies
Languages
- English
- Spanish
Timeline
Customer Service Representative
Denver Health Enrollment
08.2018 - Current
Customer Service Representative
Denver Health
07.2016 - 08.2018
Dental Assistant
Colorado Coalition for Homeless
08.2011 - 05.2015
High school diploma or GED -
Columbine Prep