Summary
Overview
Work History
Education
Skills
References
Timeline
Generic
BRENDAMHE SILVANO

BRENDAMHE SILVANO

Summary

Skilled professional with experience in collections, customer service and data entry. Exceptional interpersonal and problem-solving skills. Effectively mediates customer disputes and collects payment in timely manner. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

9
9
years of professional experience

Work History

Medical Debt Collector

Dignity Collect LLC
08.2024 - Current
  • Corrected, completed and processed claims for multiple payer codes.
  • Processed billing calls and answered questions from patients and third-party carriers.
  • Assisted in reconciling deposit and patient collections.
  • Logged charges and payments within Software.
  • Processed online and paper appeal submissions and refund requests.
  • Improved patient satisfaction by providing compassionate and empathetic assistance in resolving their medical debts.
  • Conducted thorough research on debtor assets to inform strategic approaches to recovery efforts and maximize potential returns for clients.
  • Maintained a detailed knowledge of federal and state regulations governing medical debt collections, ensuring full compliance with all applicable laws and ethical standards.
  • Collaborated with healthcare providers to ensure accurate billing and coding, minimizing disputes and accelerating resolution times.

Third Party Collector

Unifin Incorporated
02.2024 - 07.2024
  • Proficiently managed a high-volume workload of inbound calls from customers seeking assistance with their past-due balances.
  • Educated customers on their financial obligations, offering guidance on budgeting and repayment options tailored to their individual circumstances.
  • Collaborated with the billing department to resolve discrepancies in account balances and ensure accurate invoicing for customers.
  • Improved customer satisfaction by promptly addressing and resolving collection inquiries and concerns.
  • Reduced outstanding receivables by consistently following up on overdue payments and negotiating payment arrangements.
  • Maintained strict confidentiality of sensitive customer information, adhering to company policies and industry regulations regarding data privacy.
  • Conducted thorough investigations of disputed charges, ensuring accurate billing information was provided to customers while maintaining strict adherence to company policies.

Customer Service / Collection Representative

Synchrony Global Financial
08.2021 - 01.2024
  • Assessed financial situations of delinquent customers in order to determine best course of action regarding repayment plans or settlements.
  • Performed skip tracing activities in order to locate delinquent customers who had moved without providing updated contact information.
  • Managed multiple tasks simultaneously while meeting all deadlines set forth by management.
  • Communicated with clients and customers to gather, provide and share updated information on products and services.
  • Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
  • Increased customer satisfaction by addressing and resolving complaints in a timely manner.
  • Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
  • Managed a diverse portfolio of clients, ensuring that each received tailored solutions aligned with their specific requirements.
  • Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
  • Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
  • Enhanced company reputation by providing exceptional customer service and support.
  • Built relationships with industry stakeholders to stay informed on industry trends and developments.
  • Improved client retention rates by building strong relationships and offering personalized solutions to their needs.
  • Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
  • Conducted thorough market research, informing strategic planning initiatives aimed at expanding business operations.

Customer Service Representative

JP Morgan Chase Bank via Teleperformance
06.2016 - 08.2021
  • Handled customer inquiries and suggestions courteously and professionally.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Responded to customer requests for products, services, and company information.
  • Answered constant flow of customer calls with minimal wait times.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Updated account information to maintain customer records.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.
  • Provided primary customer support to internal and external customers.
  • Collaborated with team members to develop best practices for consistent customer service delivery.
  • Processed customer service orders promptly to increase customer satisfaction.

Education

Bachelor of Science - Hotel and Restaurant Technology

Eastern Visayas State University
Tanauan, Leyte
03.2011

Skills

  • Insurance Requirements
  • Effective Customer Service
  • Delinquent Account Management
  • Collection Calls
  • Customer Satisfaction
  • Problem-Solving
  • Clear Communication
  • Strong negotiation skills
  • HIPAA compliance
  • Goal-oriented mindset
  • Stress tolerance
  • Data entry proficiency
  • Debt recovery expertise
  • Assertiveness
  • Medical billing
  • Organization skills

References

Marwin Jay, Majait

Account Supervisor

swaggon2019@gmail.com

09630810315

Synchrony Global Financial


Mishel Yulim

Manager

mishel@dignitybilling.com

DIGNITY BILLING LLC


Timeline

Medical Debt Collector

Dignity Collect LLC
08.2024 - Current

Third Party Collector

Unifin Incorporated
02.2024 - 07.2024

Customer Service / Collection Representative

Synchrony Global Financial
08.2021 - 01.2024

Customer Service Representative

JP Morgan Chase Bank via Teleperformance
06.2016 - 08.2021

Bachelor of Science - Hotel and Restaurant Technology

Eastern Visayas State University

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BRENDAMHE SILVANO