KIMBERLY DIAZ
Liberty
Summary
Experienced customer service professional with over twenty years in medical, financial, and mortgage industries. Skilled in delivering first call resolution and maintaining high quality scores. Expertise in addressing customer needs and ensuring positive experiences. Dedicated to providing exceptional service and fostering customer satisfaction and loyalty.
Overview
17
17
years of professional experience
Work History
Collections Specialist
HCA-Parallon
08.2021 - 12.2024
- Handled inbound and outbound calls in the collections department for hospitals for HCA hospitals and clinics . Evaluated accounts to determine optimal payment solutions and assess eligibility for financial assistance. Reviewed accounts with patient’s insurance to make sure copayment or co insurance was obtained per patients insurance plan. Reviewed claims to see if paid correctly, if not would resubmit for possible payment.
Customer Service Rep/Early Collections Hybrid
Commerce Bank
11.2019 - 11.2020
- In a call center environment take incoming and make outbound calls to customers regarding their credit cards, medical accounts and personal loans. These calls were made on a predictive dialer. Accounts were low risk 30 plus days delinquency rate. Assist customers in a professional and empathetic manner. Find the best resolution for their financial solution that would meet or exceed the banks needs to limit any loss. Negotiate payments, set up payment plans, discuss payoff quotes.
Claims Call Center Rep
Nationwide Insurance
04.2015 - 02.2017
- In a call center environment, take incoming calls from our members due to an auto accident. Take all appropriate information regarding their claim. Offer services the members will need. May have to contact local authorities in their area for assistance. Work directly with the claims adjusters in providing information about the claim. Also respond to inquiry calls from members, hospitals, attorneys, state offices from around the country and different insurance companies. Work as a team to always be knowledgeable about ways to best improve our customer experience.
Customer Service Rep 4 Safe
Wells Fargo
10.2012 - 10.2014
- Provide customer service to home equity customer due to the end of draw. Inbound and outbound calls. Reviewing applicable ratios such as loan to value. Evaluate and exam transactions to ensure accuracy. Inform existing customers of the home equity programs, rates and policies, underwriting and requirements and loan procedures. Answer oral and written inquiries to resolve problems and promote products and services. Explain rationale behind credit decisions. Assist with projects and some training on new reps within the department.
Sales and Service Rep
Century Link
03.2010 - 09.2012
- Provide customer service regarding billing, questions, disputes and collections on their accounts. Advised of products and services to make their home, internet and television the most optimal. Did QA's and escalations. Would listen to calls and verified that the rep was following the correct guidelines. Created reports for managers of reps scores received for the quality each month. Provide coaching to reps on what was excellent and what may need improvement to make sure the rep was successful.
Customer Service Rep
Wellmark Blue Cross Blue Shield
03.2009 - 03.2010
- Answering incoming calls for members and providers about benefits, eligibility. Verifying claim status. Researching claims if they didn't pay. Following up with the claims to see if the proper codes were used. Would encourage members to utilize the insurance web site. Would advise providers of what procedures were covered under the members plan. Provided deductible, out of pocket maximums.
Member Service Rep
Principal Financial Group
03.2008 - 02.2009
- Answering incoming calls for members and providers about benefits, eligibility. Verifying claim status. Verifying the most accurate information on a plan. Knowledge of several PPO plan administrators. Provided claims information to medical and dental providers. Utilizing diagnosis and procedure codes. Providing members and providers any restrictions on their plans. Offer web tools that members to check claim status and eligibility of benefits.
Education
Associates - Business Administration
Grantham University
09.2016
Skills
- Provides world class customer service
- American Sign Language- Beginner
- Symplr
- Debit Manager
- Claims
Timeline
Collections Specialist
HCA-Parallon
08.2021 - 12.2024
Customer Service Rep/Early Collections Hybrid
Commerce Bank
11.2019 - 11.2020
Claims Call Center Rep
Nationwide Insurance
04.2015 - 02.2017
Customer Service Rep 4 Safe
Wells Fargo
10.2012 - 10.2014
Sales and Service Rep
Century Link
03.2010 - 09.2012
Customer Service Rep
Wellmark Blue Cross Blue Shield
03.2009 - 03.2010
Member Service Rep
Principal Financial Group
03.2008 - 02.2009
Associates - Business Administration
Grantham University
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