Fatima May Hortelano De La Cerna

SKILLS ● Excellent Communication Skills in English ● Knows Microsoft Applications (MS Word, MS Excel etc.) ● Knows Adobe Photoshop ● Social Media Marketing, Data Entry, Content Research ● Can Type Fast with a score of 56- 70 wpm ● Can work with less supervision ● Good Organizational Skills and Management Skills ● Dedicated, Self- Motivated, Multi-Tasker ● Experienced in Customer Service and Proactive Service Recovery ● Dedicated Telemarketer ● Expert in Case Management (End to End Process) ● Digital Email Marketing (ActiveCampaign, ClickFunnel, Facebook) ● Strong background on Insurance processes (health, property & motors) FATIMA MAY HORTELANODE LA CERNA PROFILE Well organized, creative, detailoriented and conscientious selfstarter, able to strategize and prioritize effectively to accomplish multiple tasks and stay calm under pressure. CONTACT PHONE: - MOBILE: - LINKEDIN: www.linkedin.com/in/fatima-may-dela-cerna/ EMAIL:- WORK EXPERIENCE Medical Coding and Billing Specialist/ Team Leader Black Canyon Community Health Center November 2019 – January 2021 * Checking eligibility and benefits verification for treatments, visits and procedures. * Preparing, reviewing, and transmitting claims using billing software, including electronic and paper claim processing. * Reviewing patient bills for accuracy and completeness, and obtaining any missing information. * Following up on unpaid claims within standard billing cycle timeframe. * Checking each insurance payment for accuracy and compliance with contract discount. * Calling insurance companies regarding any discrepancy in payments if necessary * Identifying and billing secondary or tertiary insurances. * Reviewing accounts for insurance of patient follow-up. * Researching and appealing denied claims. * Answering all patient or insurance telephone inquiries pertaining to assigned accounts. * Setting up patient payment plans and work collection accounts. * Updating billing software with rate changes. * Updating cash spreadsheets, and running collection reports. * Monitor and record late payments. * Examine patient bills for accuracy and request any missing information. * Leads the Philippine Backend Team * Organized and Created Processes Virtual Assistant (Digital Email Marketing) Private Employer January 2018- December 2019 Creates marketing funnels for my employer’s products in Amazon via Clickfunnel, automate these funnels using Active Campaign, Zapier, Upviral and Thrivecart.Also responsible in managing his social media page in Facebook and creates and runs ads. I also managed email from the users via Go Daddy. Organizes information using Google Sheet and edits product banners and pictures via Photoshop. I also wrote marketing emails and do some copywriting. Financial Institution Property and Intermediary Motors Claims Officer QBE Group Shared Services Corporation April 2017 - November 2019 Reviews insurance claims and decides whether to accept it or decline using their corresponding Product Disclosure Statement as basis. Critical Thinking and Proactive Mindset are necessary in this field as I need to find ways to resolve a claim as quickly and smoothly as possible. Uses different strategies to keep things afloat such as insured’s getting the right treatment through constant communication and best customer services possible and at the same time, providing the right resolution through quality service. In the motors team, I get an email from our clients, usually the brokers and fleet managers, in regards to their claim lodgment request. I lodge the claims and eventually would decide as to who is at fault during the accident. After deciding, I would choose a repairer where they can take in their vehicles for repair. I make sure to provide my best service to the insureds so they can use their vehicles as soon as possible and be back on the road in a wink. Virtual Assistant Managing) (Content Research, Social Media Private Employer December 2016-May2017 I used to do all administrative tasks relating to the business. Content Research, Data Entry and Managing Social Media. Funnel Creation for the business website and automate these funnels to Active Campaign and Zapier. Social Media Manager Private Employer (Job focused on Social Media Marketing) March 2016-December 2016 As a Social Media Manager, I used to maintain Facebook pages and manage the ads in their corresponding business managers. I also used to create Virtual Machines and do Facebook Farming. Part of my task as well is a little bit of Graphic Designing. Overall, I’m a flexible virtual assistant who can basically do any job the employer is requesting given the proper training and feedback. Consultant/ Case Manager (Dedicated Moves Team) TELSTRA INTERNATIONAL PHILIPPINES INC. June 2015-May 2016 As a Case Manager, my job is to make sure that I resolve all the concerns of the customer which would include billing, service connections, complaints, and sales. I am the customer’s point of contact so they don’t need to keep calling us. My job in this field is end to end which means I will assist the customer from the start of their move process to the end of it which is until their bill arrives in case, they have bill dispute. In other words, I am an experienced multi-tasker. Customer Account Executive TELSTRA POWERED BY TELETECH May 2014- June 2015 Responsible in providing excellent Customer Service. Highly skilled in performing office support duties such as providing information to the public, receiving payments and addressing customer complaints. Hands on experience in ensuring that appropriate changes are made to resolve customers’ problems and referring unresolved customer grievances to designated departments for further investigation. Areas of expertise include: – Customer relationship management – MS Word, Excel, PowerPoint – Customer account creation Accomplishments • Ultimate Palawan Awardee (May 2015) This award is given only to those top 4 customer service representatives in the site who were able to gain the highest scores in the field of customer satisfaction, first call resolution and resolution under time pressure for the past 10 months. • Frequent Receiver of Movie Tickets, Gift Certificates and Special Prizes because of excellent performance Health Insurance Associate Wipro BPO (UnitedHealth Group) September 2013 to April 2014 Able to handle the tasks of examining and reviewing insurance claims of clients to determine whether the claims are covered in the insurance policies. Experienced in keeping records of patients. Proficient in interpreting laws and regulations relating to health insurance and rejecting or accepting medical insurance claims. Account Consultant ePerformax (eBay) June 2013- September 2014 Trained to assist the customer in selling and buying on eBay. Make sure that the customers able to follow the rules and regulations provided by the company. This would include the dos and don’ts of item posting, leaving a proper feedback and the like. Also process claims of items not received and unpaid products. Tasked to help customers create a good account appealing to the buyers. Customer Service Representative Convergys Philippines (COMCAST) May 2012- May 2013 I have a hands-on experience in reviewing, updating or making changes to customer account. Able to record details of client contacts and service history and has a proven ability to determine the answers and solutions quickly since our job is under time pressure. I also have this very special talent in handling irate and angry customers. I also troubleshoot problems relating to their internet, phone and cable and at the same time, pitch on sales. EDUCATION BACHELOR OF ARTS IN PYSCHOLOGY MAJOR IN INDUSTRIAL PSYCHOLOGY SAINT THERESA’S COLLEGE-CEBU 2008--2012