Persida Elanie Bernardo

About the Candidate

Bernardo, Persida Elanie P.
+63998 348 9913
[email protected]
To be part of a social-dynamic company that will provide hands-on training for aspiring
trainers or quality analyst. Proven experience providing customer support in busy call center
environments. An unwavering commitment to customer service, with the ability to build
productive relationships, resolve complex issues and win customer loyalty.
Strategic-relationship and partnership-building skills — listen attentively, solve problems
creatively and use tact and diplomacy to achieve win-win outcomes.
Tools/Software:
NextGen Office, Athena Health, I-Set, Perrier (DOS), RMS, Citrix, Microsoft Office Suite (Outlook, Word,
Excel, PowerPoint, OneNote, Skype for Business, Teams, OneDrive), Google Suite (GMAIL, Sheets, MEET,
Drive, Docs, Slides), Brightree, Medicare & Medicaid Portals, Provider Portals, Healthcare Portals,
SalesForce, Dialpad, Cisco, Avaya, Five-9.
Skills:
Customer Service, Case Management, Account Management, Email Management, Inbound & Outbound
phone calls, Email Support, Chat Support, Admin tasks, Collections, Healthcare (Insurance, Member
services, and provider services), Data Entry, SKIP Trace, Medical Billing (DME)
Professional Experience:
Integra Healthcare – Medical Biller/Claims Analyst – June 2021 – June 2023 (Upwork/Freelancing)
• Responsible for all company related billing and collecting.
• Assists internal staff, referral sources and patients with billing issues.
• Consistently meets department expectations and KPI’s regarding all Billing.
• Maintains a positive attitude and continually works toward process improvements while building and
maintaining positive working relationships between other departments and outside customers.
• Reviews and corrects electronic claim submission rejections.
• Prints and mails out paper claims daily.
• Ensures all related price quotes given to patients are appropriate and meet current company pricing
policy.
• Any other project assigned, including batching and scanning EOB’s (explanation of benefits) for patients.
• Responsible for keeping all patient details and information orderly, confidential, current and HIPAA
compliant always
• General clerical duties such as filing, photo copying, data entry, scanning as assigned.
• Work mandatory overtime as scheduled
Teledirect Telecommerce/TDCX PH – Case Manager- January 2019 – June 2021
As a Case Manager, I am knowledgeable enough to provide support to our users globally
concerning their reservations, cancellation policies, refunds, and other complex situations
involving guests, and hosts. I have in-depth knowledge when it comes to re-booking, mediation,
and negotiating with both parties to resolve any conflicts they might have.
● Helps users to find listing/accommodation within the area proximity of their desired
location
● Explains cancellation, and refund policy for better understanding, and for future
reference as well
● Communicates through phone, email, and chat to our users depending on the business
needs
● Mediating with both parties if needed, especially when it comes to cancellations, and
refund policies to make sure that I can provide a fair, and balanced decision for both users
● Provides options, and recommendations to users if needed, most specially when it comes
to re-booking, and finding a listing/accommodation
● Provides losses, refunds, and compensation to users if needed
● Makes sure that everything has been resolved before ending the call, or closing the case
United Health Group | Escalation Representative (Benefits/Claims/Billing) | August 2015 – December
2018
● Taking inbound escalation calls from Health Advocates
● Schedule call back for escalated calls that needs assistance from providers or other line of
businesses
● Sending coaching logs to Health Advocates that failed to de-escalate the call
● Make sure that all member’s concern, inquiries, and issues are all addressed before letting
them go
United Health Group | Health Advocate | August 2015 – January 2016
● Mainly focused on assisting members with their Medical Benefits
● Taking inbound calls for members or patients that have inquiries with their benefits coverage,
billing, claims, and pharmacy coverage
● Contacting doctors and specialists to see if a specific procedure is available in their facility or
clinic
● Calling pharmacies to see if a certain drug or medication is available or if a specialty
medication will be available right away
● Making sure that a procedure or medication will be covered under the member’s plan Doing
overrides for our member’s RX benefits if needed
● Ensure compliance with payors guidelines
● Check and correct HCPCS codes
● Submit and follow up on claims
● Post account charges and payments
● Process claims denials and insurance appeals
● AR follow up
● Handle patient collection calls
● Use various billing software systems
● Perform medical billing functions via Electronic Medical Record (EMR)
● Resolve unpaid claims and denials
● Monitor accounts for non-payments, delayed payments, and other irregularities
SYKES ASIA | YRC Freight | Debt Collector | April 2011 – July 2015
● Mainly focused on Business-to-Business accounts and clients
● Sending letters and emails to our clients’ payroll department reminding them about their bills
at least 5 business days before their due date
● Making arrangements with payroll if they need more time to pay their bill
● Sending daily and weekly reports to our client regarding our amount collected for each client
● Sending daily and weekly reports to our client regarding our amount collected for each client
● Keeping track of our shipments and making sure that all are aware if the package/freight are
Fragile
● Taking inbound and outbound calls for debtors with 90 days and up delinquent account
● Helping and assisting debtor on how to manage their past-due bills
● Keeping track of delinquent accounts with 90 days and up delinquency
● Making sure that debtors will keep their promise to pay arrangements
● Sending report to our immediate lead regarding the amount collected before the end of the day
● Skip tracing debtors that we can no longer keep in touch with
● Making sure that we exceed client expectations when it comes to collecting debts, and
maintaining our KPI’s at the same time
Educational Background
New Era University
3rd-year AB-Foreign Service
Character references will be available upon request