Maria Cruz
Batavia
Summary
Collection Specialist with expertise in billing reconciliation and customer relationship management at Doctor’s Data. Skilled in resolving complex issues and enhancing client satisfaction through effective communication and problem-solving. Recognized for leading teams and improving call metrics while ensuring compliance with service standards in high-pressure environments.
Overview
12
12
years of professional experience
Work History
Collection Specialist/Customer service
Doctor’s Data
08.2023 - 05.2025
- Managed patient account inquiries and resolved billing discrepancies.
- Communicated with clients to discuss outstanding balances and payment options.
- Processed incoming payments and updated accounts in the system.
- Met demands of busy collections group by performing high volume of daily calls.
- Remained calm, stayed professional, and provided exceptional service on calls, even when interacting with difficult individuals.
- Completed skip traces on customers failing respond to collection efforts.
- Monitored accounts in various stages of delinquency for potential legal action; referred cases as required according to established policies.
Scheduling/On call
Fox Valley Orthopedic
06.2019 - 08.2023
- Completed day-to-day duties accurately and efficiently.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Identified needs of customers promptly and efficiently.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Conducted comprehensive research and data analysis to support strategic planning and informed decision-making.
Pre-Registration/ Customer Specialist
Amita Health Care
08.2017 - 05.2019
- Provided exceptional customer service to patients and families at Amita Health Care.
- Assisted patients with appointment scheduling and insurance inquiries efficiently.
- Resolved patient complaints by actively listening and addressing concerns promptly.
- Trained new staff on customer service protocols and best practices effectively.
- Answered incoming customer inquiries via phone, email and live chat.
- Resolved product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
- Maintained a high level of professionalism with clients and working with team members.
Call Center Representative
Byram Health Care
Call Center/Customer serviced
01.2013 - 08.2017
- Led a team of agents in daily operations and customer service standards.
- Trained new employees on call handling procedures and company policies.
- Monitored call metrics to ensure compliance with service level agreements.
- Observed individual calls and provided relevant suggestions and feedback to promote success.
- Maintained records of all calls received, including detailed notes regarding customer inquiries and complaints.
- Resolved escalated customer issues in a timely manner, utilizing problem solving skills to provide solutions that satisfied customers' needs.
Education
High School -
Batavia Hight School
Batavia, IL06-1999
Skills
Billing reconciliation and collections
- Account monitoring
- Insurance verification
- Customer relationship management
- Call center operations
- Epic and Cerner proficiency
- Nebo and Passport expertise
- Record keeping
- Team collaboration
Timeline
Collection Specialist/Customer service
Doctor’s Data
08.2023 - 05.2025
Scheduling/On call
Fox Valley Orthopedic
06.2019 - 08.2023
Pre-Registration/ Customer Specialist
Amita Health Care
08.2017 - 05.2019
Call Center Representative
Byram Health Care
01.2013 - 08.2017
High School -
Batavia Hight School