PCC CMA Phone Triage

• May 2022 - Present

* Communicate via phone, online chats, emails, and faxes with patients in a professional manner * Use pre-defined clinical protocols to obtain and document required clinical information * Identify special needs and take the proper steps to ensure patient appointments are scheduled appropriately * Demonstrate the ability to multitask so that priority items are completed on time each day * Appropriately escalate issues outside of existing protocols to meet the needs of the patient * Update medical history based on the information provided by the patient * Follow all HIPAA and privacy rules while discussing sensitive health information with the patient or their authorized delegates * Schedule appointments and query clinical information from the EMR (e-Clinical Works) * Meet performance and service level criteria * Work well with a diverse group of professionals in a team environment

Server/Host

• Apr 2019 - Present

Certified Medical Assistant

• Aug 2021 - Jun 2022

Sr Loan Setup Administrator

• Aug 2016 - Nov 2017

Loan Setup Specialist

• Apr 2016 - Aug 2016

Data Integrity Analyst

• Aug 2014 - Mar 2016

Loan Analyst

• Oct 2013 - Jan 2014

Inline Review Specialist Quality

• Oct 2012 - Jan 2014

Related Case Manager

• Jul 2011 - Jun 2012

Managed customer's account through the loan modification process. Primary contact for customers and approved third parties. Able to communicate investor specific requirement, reviewing and analyzing all documents provided by the borrower and preparing the file for underwriting. Required to reseach and resolve the inquiries and problems related to individual circumstances on loans and served as a liaison between the customer and other entities. Managed customer's account through the loan modification process. Primary contact for customers and approved third parties. Able to communicate investor specific requirement, reviewing and analyzing all documents provided by the borrower and preparing the file for underwriting. Required to reseach and resolve the inquiries and problems related to individual circumstances on loans and served as a liaison between the customer and other entities.

Sr. Support Specialist

• Jan 2011 - Jun 2011

Monitor incoming calls and respond to customer inquiries. *Analyze customer data, research issues and exceptions, and make appropriate changes. *Respond to all inbound/outbound email inquiries regarding any issues or problems related to the HAMP Program. *Provide assistance to customers regarding the firm guidelines and servicing requirements. Monitor incoming calls and respond to customer inquiries. *Analyze customer data, research issues and exceptions, and make appropriate changes. *Respond to all inbound/outbound email inquiries regarding any issues or problems related to the HAMP Program. *Provide assistance to customers regarding the firm guidelines and servicing requirements.

Loss Mitigation Specialist

• Mar 2009 - Jan 2011

Managing a portfolio $50M of 285+ loans, and assisting homeowners with workout options such as Loan modifications, short sales, forbearance plans. *Verifying loan eligibility for the Home Affordable Modification Program and helping those homeowners that qualify through the process. *Answering inbound calls, and collecting payments. *Helping borrowers understand the type of loan they have, loan docs, loan origination and escrow setup. Managing a portfolio $50M of 285+ loans, and assisting homeowners with workout options such as Loan modifications, short sales, forbearance plans. *Verifying loan eligibility for the Home Affordable Modification Program and helping those homeowners that qualify through the process. *Answering inbound calls, and collecting payments. *Helping borrowers understand the type of loan they have, loan docs, loan origination and escrow setup.

Workout Negotiator

• Oct 2005 - Mar 2009

*Negotiating workouts with all involved parties, from initial workout request to final close of workout. *Resolving customer issues by identifying reasons for default. *Explaining set up of escrow, helping customers understand taxes and insurance. *Communicating regularly and effectively with mortgagors that are delinquent in order to identify and counsel borrowers on best workout options available. *Negotiating workouts with all involved parties, from initial workout request to final close of workout. *Resolving customer issues by identifying reasons for default. *Explaining set up of escrow, helping customers understand taxes and insurance. *Communicating regularly and effectively with mortgagors that are delinquent in order to identify and counsel borrowers on best workout options available.