MARY LOU G. SERDONCILLO
Las Piñas City ( 09206299634 * [email protected]

OBJECTIVE:
To make a value added contribution to the organization through continued development of professional skills and to obtain a position as a team-player in a people-oriented organization where I can maximize my customer-service experience in a challenging environment to achieve the corporate goals

EDUCATION:
• Bachelor of Science in Information Management from ABE International College of Business and Accountancy in 2008

SKILLS & ABILITIES

• Microsoft Office (Microsoft Word, Microsoft Excel, Microsoft PowerPoint)
• Writing, editing, and proofreading
• IT Concepts: DBMS and Software Engineering
• Programming Languages: VB (Visual Basic), HTML, XML
• Operating Systems (Windows Vista, Windows XP, Windows 7)
• Databases: MS Access
• Great customer interfacing skills and customer orientation
• Self-motivated, result-oriented and desire for constant learning
• Communication skills – written & verbal
• 2 years’ experience as Content Editor
• Able to adapt skills in any environment
• 2 years’ experience as Customer Service Representative
• 7 years’ experience in Healthcare Industry
• 5 years’ experience in Revenue Cycle Management Service for account receivables collection

EMPLOYMENT HISTORY

Position: Account Receivables Team Leader (March 2019 up to July 2019)
Company: Ambulnz LLC (Work at Home)
Responsibilities:
• Manage, validate and consolidate team member time sheet
• Doing random quality audit
• Calling the insurance to collect payment and verify the denial
• Posting adjustment
• Analyzing and resolving the denial
• Answer all the staff’s inquiry and provides resolution
• Conduct daily sample quality audits

Position: RCMS Manager
Company: United Health Group (April 2015-April 2019)
Responsibilities:

• Owns output at task level.
• Work is generally limited to own function.
• Sets priorities for the team to ensure task completion.
• Coordinates work activities with other supervisors.
• Develops plans to meet short-term objectives.
• Identifies and resolves operational problems using defined processes, expertise and judgment.
• Decisions are guided by policies, procedures and business plan.
• Product, service or process decisions are most likely to impact individual employees and/or customers (internal or external).
• Monitor team utilization
• Coordinating with the client
• Conducting team training and process updates
• Conducting inventory analysis
• Assignment of Inventory for the entire team

Position: RCMS Subject Matter Expert
Company: United Health Group (July 2014 to April 2015)
Responsibilities:

• Provide claims expertise support on reviewing, researching & resolving all types of claim for all types of payer
• Answer all the staff’s inquiry and provides resolution
• Do weekly team quality audits
• Monitoring the team production
• Facilitate process training for the newbies
• Monitor issue and task tracking system and respond to the need for additional information
• Perform other duties assigned.

Position: Insurance Follow-up
Company: United Health Group (May 2013 to April 2015)
Responsibilities:
• To make sure that the bill submitted electronically or mailed was received by the insurance.
• To make sure that the claim submitted was received and paid by the payer.
• If the claim was not received, take appropriate action to rebill the claim to the payer and verify the correct mailing address, fax number or EDI number of the insurance.
• If the claim was received and processed, follow-up representative needs to make sure that the claim was processed according to the provider’s contract and make sure that they do not need additional information from the provider nor from the patient.

Position: Customer Service Representative
Company: Teletech Roxas (October 2010 – March 2013)
Responsibilities:
• Interacts with company’s customers to provide them with information to address inquiries regarding products and services.
• Dealing with customer’s complaints and helping them resolve their issues.
• To please the customer with a hospitable approach in helping them with their queries, and generate revenue for the organization. This can be done by acquiring excellent communication skills and product knowledge
• To listen to the consumer query with patience and not to assume the problem yourself.
• To provide timely solutions of the customer queries, and ensure that the problem does not occur again.
• To keep the organizational data and consumer information confidential.
• To handle workload and customer queries with patience and empathy, and to not let work pressure reflect on the way you deal with the clients.

Position: Senior Content Editor (CIS LEGAL)
Company: July 28, 2008 – October 2010 (SPi Global)
Responsibilities:
• Maintain 100% quality and productivity
• Editing & Proof reading
• Assist Content Editor and answer queries
• Assuring the content and markup of the citation matched to avoid misleading information to the customer.
• Processing documents in a timely manner and in order of priority
• Resolving duplicate documents
• Identifying the correct citation type
• Performing a cursory check of the format and content of the documents
• Resolving user processing instructions
• Short case name stylization
• Core docket and cause id formatting
• Validating the court code
• Validating judge names
• Enhancing the cite content of invalid citations
• Applying appropriate markup to omitted citations
• Verifying citations marked invalid by the tool
• Performing spell check on sections of a document where text has been added or altered by the Content Editor
• Completing processing on documents in the legacy system when necessary
• Sending Webstars

Awards & Achievements
• Venus Awardee for the month of June
• Star Awardee for the month of August 2013 to January 2014
• Completed Six Sigma White Belt Training May 2013
• Awardee of Bright Idea Submission
• Awardee of Bright Idea QNI Realization
• Awardee of Bright Idea Implementation

Referees supplied upon request