Keny - Medical Billing Agent

Experiencia demostrada en Salesforce CRM (Health Cloud).

Experiencia demostrada en ServiceNow ITSM.

Experiencia demostrada en Jira Service Management.

Experiencia demostrada en RingCentral.

Experiencia demostrada en Avaya IP Office.

Comprehensive management of the medical billing lifecycle and operational B2B/B2C support for international healthcare accounts utilizing Salesforce Health Cloud.. Audit health insurance claims, identify discrepancies, and manage financial appeals using agile account reconciliation methodologies.. Ensure strict compliance with international patient data confidentiality and privacy regulations within centralized cloud databases.. Monitor and optimize key performance indicators (KPIs), consistently maintaining a Customer Satisfaction (CSAT) score of 98%.

Coordinated high-complexity appointment scheduling and logistics for ophthalmology and optometry clinical networks in the U.S. using omnichannel systems (RingCentral / Avaya IP Office).. Executed automated outbound engagement campaigns, successfully reducing patient no-show rates by 15% through proactive follow-up strategies.. Classified, documented, and routed high-priority support tickets within agile communication workflows, maximizing contact center conversion rates.

Enforced maximum operational safety and premium customer service standards on international flights, leading multicultural conflict resolution under high-pressure scenarios.. Implemented advanced safety protocols, complex first aid, emergency medical care, and Cardiopulmonary Resuscitation (CPR) certified during corporate training.. Honored with the prestigious Passion Award for 3 consecutive years due to flawless evaluations in internal service quality audits.. Appointed as a certified in-flight mentor and instructor to train onboarding personnel in global operational standards, workplace resilience, and international aviation regulations.

Coordinated the internal supply chain, inventory control, parts procurement, and cost estimation with local and international vendors.. Managed direct face-to-face customer accounts, applying effective relationship-building techniques and service grievance de-escalation.. Structured and led financial administrative processes including invoicing, billing, and accounts receivable to optimize business liquidity.

Resolved high-volume contractual inquiries and complex billing disputes for corporate and international accounts within dynamic contact center environments.. Maintained strict alignment with organizational targets for Average Handling Time (AHT) and First Contact Resolution (FCR).

Provided remote IT technical support (Help Desk Tier 1) for corporate clients across Latin America and the Caribbean in bilingual/trilingual environments.. Diagnosed hardware failures (PCs/Laptops), peripheral connectivity issues, and corporate Windows operating system errors for end-users.. Managed the complete incident ticket lifecycle using enterprise ITSM platforms (ServiceNow / Jira Service Management), accelerating resolution times through secure remote tools.