Katherine Rose De Guzman

I am an experienced medical biller and customer service representative and a trained virtual assistant. I have knowledge of Social Media Management and Marketing, Simple Web Design and Content Marketing. I have experience in customer service because I have worked as a Call Center Representative for more than ten years.

As a customer service representative, I always aim to deliver high customer satisfaction and balancing call handling time and quality. I believe I have neutral accent and have good mastery of the English language.

I was exposed to an online shopping account. As a customer support representative I do the following:

• Input or edit customer accounts and purchases
• Upsell
• Assisting customers with product returns and replacements
• Handling customer complaints

I also worked for a California-based healthcare insurance company wherein I worked with their claims team as a provider claims advisor. My tasks include:

• Provide claim status
• Review claims coding, denials and review claims to be sent for adjustments
• Review claims allowed amounts, refunds, take backs and missing payments

After about seven years in healthcare insurance, I worked for medical provider billing. I worked for multiple medical offices doing the following:

• Accounts Receivables Follow-up - obtaining eligibility and benefits information and claims status; dispute claims denial and/or underpayment; and obtain pre-certification status. All these are done through provider portals like Zirmed, Navinet, RealMed; Pulse Collections or through insurance websites; and by calling the insurance phone numbers.
• Patient Financial Services - assist patients regarding inquiries; disputes on their medical bills and charity application; sending statements; processing credit/debit card payments; encoding voicemails and doing the follow through actions needed; handling patient complaints and calling patients to remind them of past due balances. I used the folling provider billing systems: GE Centricity, Imagine Software and Pulse Collections (accessed on remote through Citrix).

As I was working for medical insurance and providers, I am HIPPA certified. My experience in medical insurance and providers exposed me to various professional healthcare provider specialties in terms of billing and insurance claims handling.

My having presence of mind; being detail oriented; being smart, diplomatic and patient helped me become one of the best customer service representatives for all clients I have worked with. I can work independently and I like sharing my thoughts and ideas to improve a process or performance.