Alba Vasquez Santiago
Buckeye
Summary
Aiming for a competitive and challenging work environment that promotes growth, learning, and the utilization of my skills to contribute to a well-established organization while carving out a successful career path. Expect a highly motivated professional with a track record of delivering exceptional results with precision. A proven leader who upholds core values and thrives as a team player, leveraging knowledge, skills, and experience to make valuable contributions.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Accounts Receivable Specialist
CVS OMNICARE PHARMACY
04.2020 - Current
- Reviewed accounts every month to assess aging and pursue collection of funds
- Contacted clients with past-due accounts to formulate payment plans and discuss restructuring options
- Prepared and mailed invoices to customers, processed payments, and documented account updates
- Identified, researched, and resolved billing variances to maintain system accuracy and currency
- Performed targeted collections on past-due accounts aged over a set number of days
- Handled a high volume of inbound calls about the reconciliation of delinquent accounts
- Researched and resolved customer claims related to shortages, discount violations, and returns
- Made outbound calls to facilities and customers to discuss and resolve account needs
- Responded to inbound inquiries regarding accounts and payments
- Calculated discounts, percentage allocations, and credits
- Applied proper codes to accounts, and consistently organized and updated accounts regarding PHI
- Investigated daily variances and corrected errors
Customer Service Representative
Aetna/Meritain Health
10.2016 - 04.2020
- Receive inbound calls from members and providers about medical, dental, and vision benefits and claim status information
- Provide accurate, valid, and complete information by using the right methods/tools
- Identify and assess customers' needs to achieve satisfaction
- Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure the resolution
- Process customer inquiries, network information, adjustments, call referrals, coordination of benefits updates, subrogation updates
- Communicate with other departments via email, phone, or other electronic resources
- Transfer members and providers to other departments when necessary
- Handle changes in policies or renewals
- Help members and providers with online registration
- Follow established policies and procedures to protect customers' PII and PHI
- Track records of customer interactions and maintain exceptional service and integrity with customer's accounts
- Handle Phoenix Wellness Committee to promote and engage in wellness initiatives and encourage team members to participate in wellness-related activities
Customer Service Representative
General Dynamics Enterprise System/Medicare
08.2015 - 09.2016
- Respond to a high call volume
- Provide knowledgeable responses to bilingual telephone inquiries in a courteous and professional manner
- Responsible for delivering General Medicare Information to callers
- Research required information using available Scripts, Tools, and Resources
- Utilize standard technology such as telephone; e-mail; and web browser to perform job duties
- Assist Callers with Comparison and Filling out Online Application for Drug Coverage Plans
- Follow the Secure Floor Policy, and take proper Safety and Security Precautions to protect Beneficiaries' PII and PHI
- Maintained a polite and professional telephone manner
- Transferred callers to the appropriate department
- Maintained up-to-date knowledge of CMS Regulations and Policies
- Responsible for managing everyday adherence by following the schedule
Assistant Manager
Panera Bread/Paradise Bakery & Cafe
02.2005 - 07.2015
- 10+ Years of Customer Service & Management Experience
- Training Specialist, Hiring Manager, & Food Specialist Guest
- Customer Service & Customer Recovery Food Safety, Product Quality and Product Presentation to the highest level of satisfaction
- Controls Food & Labor Costs & Increased Sales
- Responsible for Placing and Receiving all Orders from Different Vendors
- Entered invoices for payment
- Problem solver and coach
Education
High school Diploma -
Sunnyslope High School
12.2003
Skills
- Microsoft Office
- Microsoft Word
- Microsoft Powerpoint
- Excel
- Business Leadership
- Hiring and Onboarding
- Management Team Building
- Business Management Principles
- Business Development
- Member/Customer Accounts
- Vendor Relations
- Call center experience
- Bilingual communication
Certification
ServeSafe
Languages
Spanish
Native or Bilingual
Timeline
Accounts Receivable Specialist
CVS OMNICARE PHARMACY
04.2020 - Current
Customer Service Representative
Aetna/Meritain Health
10.2016 - 04.2020
Customer Service Representative
General Dynamics Enterprise System/Medicare
08.2015 - 09.2016
Assistant Manager
Panera Bread/Paradise Bakery & Cafe
02.2005 - 07.2015
ServeSafe
High school Diploma -
Sunnyslope High School
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