Jessica Martinez

Receive incoming calls promptly and in a courteous manner. Respond with patience and a positive attitude to the request or inquiry. Document all incoming calls and requests expediently. Efficiently organize all calls and requests for timely dispatch. Effectively utilize computer on all calls and requests. Demonstrate knowledge of medical departments and their functions of operations. Be able to communicate with those departments and be able to handle their requests for service. Initiate and process data input for support services departments. i.e., Environmental Service, Food Service, Facility Maintenance, BioMed, and Central Transport requests in a timely manner. Accurately dispatch calls to the designated area. Assess and prioritize the appropriate level of response to the customers need. File and maintain records. Enter data and closing service requests. Provide feedback to managers concerning performance factors of support service associates that may be detrimental to support service operations.

Resolve issues with incomplete and/or inaccurate patient registration or insurance details. Verify charges were entered correctly and correct as needed. Review and assess adjudicated claims for timely and proper payment of outstanding balances. Research, correct and resubmit or reprocess unpaid claims as necessary. Verify validity of account balance by researching, reviewing, and ensuring accuracy or payment and adjustment posting. Review and interpret explanation of benefits (EOB) for denials and reimbursement underpayments. Research and resolve denials and underpayments with insurance carriers. Submit third party payor appeals and reconsideration requests in a timely manner. Meet department and/or organization productivity goals/benchmarks. Respond to patient inquiries regarding billings. Assist other staff as needed to keep department workload current. Maintain communication with all interested parties regarding patient account issues.

Address supervisor escalations and customer feedback to provide instant feedback on performance concerns, with caregivers or childcare / adult care centers as well as billing disputes or sensitive family concerns. Participated in internal calibrations with Quality and Operations and ensured consistent scoring. Responsible for being an objective liaison on behalf of the client to the vendors. Participated in assisting with Quality lessons and improved quality performance. Manage sensitive confidential information and ensure that information is secured and documented aligned with the proper policy and law. Avid use of Microsoft Outlook, Excel, Teams, and One Note. Led cross-functional teams to identify root causes of quality issues and implement corrective actions.

My main role is to recover past-due payments by contacting delinquent customers, negotiating payment plans, and managing accounts to ensure timely debt collection and protect the company's cash flow. Meticulously document all interactions and account details, resolve billing discrepancies, and work to find solutions that satisfy both the customer's situation and the company's financial goals. This position requires strong communication, negotiation, and organizational skills to maintain accurate records and adhere to all relevant debt collection laws. Managed delinquent accounts, ensuring timely collections and minimizing financial losses. Negotiated payment plans with customers to facilitate debt resolution and improve cash flow. Analyzed customer payment behaviors to develop targeted collection strategies, increasing recovery rates.