Experienced Customer Care Representative with multiple years of serving the needs of the customers. Skilled at interacting with customers with respect and courtesy. Well organized and able to stay calm under pressure and quickly resolves customers' concerns and issues. Reliable and adaptable team member. Flexible to meet both challenges and changes in a work environment.
Skills
Active listening
Compassionate and empathetic
Problem-Solving
Friendly and patient
Medical records management
Customer information verification
Multi-tasking ability
Medical terminology knowledge
Appointment scheduling and Confirmation
Relationship building
Proficient with Microsoft Office including Word, Excel, Outlook, and Teams
Education
Baptist Health System School of Health ProfessionsSan Antonio, TXExpected in 08/2016 – –Associate of Applied Science:Surgical Technology - GPA:
Moorpark CollegeMoorpark, CA, Expected in 05/2012 – –Associate of Arts:General Education - GPA:
Saint Paul CollegeQuezon City, Philippines, Expected in 03/1993 – –Bachelor of Science:Mathematics - GPA:
Certifications
CST - Certified Surgical Technologist
Work History
Aeroflow Healthcare - Customer Support and Representative Batesville, SC, 11/2021 - Current
Answers customer telephone calls promptly to avoid on-hold wait times.
Offers advice and assistance to customers, paying attention to special needs or wants.
Gathers information related to the call by using multiple applications.
Assists customers with airline reservations, cancellations and modifications.
Assists all passengers with special needs, including passengers in wheelchair, unaccompanied minors and young travelers.
Processes credit card payments, maintain customer profiles and ensures compliance with all company regulations regarding customer confidentiality.
Resolves complaints and issues by offering solutions that work best for the customers.
Navigates multiple computer systems to verify data or information to provide resolutions according to company policies and procedures.
Uses good judgement to analyze problems and choose appropriate solutions, in order to resolve customer needs.
Answers customers' questions pertaining to company policies and procedures.
Vca Antech, Inc. - Patient Care Representative Anniston, AL, 03/2017 - 10/2021
Data entry input for client's contracts and customer information such as medical histories and insurance details relevant to admission to therapy services.
Responsible for creating patient profiles while adhering to HIPAA regulations.
Coordinated and monitored Therapists' and patients' schedules matching patients' needs.
Managed high call volumes and emails from clients and customers to answer questions regarding their concerns and issues.
Reviewed each step of patient care to make proactive adjustments to address issues.
Resolved scheduling conflicts, issues, and complaints promptly.
Took detailed notes and documented complaints for accurate tracking and analysis.
Performed patient follow-up to ensure quality service is provided and patient satisfaction is met.
Tracked and reviewed expiring authorizations.
Managed client's accounts and contracts effectively.
Filed and updated Therapists' credentials to ensure compliance and patient safety.
Securely uploaded Therapists' reports on different software systems.
Attended meetings and seminars to remain current with new developments in healthcare regulations.
Public Health Seattle & King County - Surgical Intern Redmond, WA, 08/2014 - 08/2016
Pulled out cases, room set up, opened sterile supplies, prepared instruments, and created sterile field.
Gathered all of the equipment and surgical tools that surgery requires.
Made sure all equipment is working the way it should.
Gathered and prepared any sterile solutions or medications that the team may need during the procedure.
Helped the surgical teams put on sterile gowns.
Helped in draping sterile field.
Passed sterile instruments and supplies to surgeons and first assistants.
Maintained sterile technique before, during and after each procedure.
Performed counts before and after cases.
Cleaned and prepared instruments for sterilization after use.
ELITE PHYSICAL THERAPY - Customer Service Assistant City, STATE, 06/2011 - 06/2012
Answered high volume of calls per day and directed messages to the correct party.
Created customer profiles in the system.
Maintained customer records by updating account information.
Interacted directly with customers to listen to concerns and issues, conduct follow-ups and confirmed appointments.
Acknowledged and resolved customer complaints.
Responsible for getting necessary medical records audited and prepared for billing.
Responsible for coordinating customer care visits and assisting the facility by marketing in the community.
Completed contract forms, prepared change of address records and issued discharge orders.
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School Attended
Baptist Health System School of Health Professions
