Elizabeth Berrocal

*** ***** ***

Clovis, CA ****2

Cell: 916-***-****

abtkls@r.postjobfree.com

Objective: To obtain an Opportunity to enhance my Customer Service skills, to gain knowledge and experience a working environment can bring me, also bring focuses and knowledge to a New Company.

Special Skills: Fluent in Spanish and English

Major Strong Points:

Problem solving and customer resolution

Listen, build rapport and display empathy when assisting customers and patients

Troubleshoot service problems such as performing billing and posting of customer accounts

Computer skills: internet, Microsoft outlook, Epic system

Experience

Sutter Medical Foundation Children’s Surgical Specialists

January 2012 to April 2013

Patient Service Representative- Referral Coordinator

Accepting Referrals from out side Physicians verifying for completeness, communicating with referral sources to obtain additional information as needed. Assure that charts contain MD referral orders, past medical records, documents required for clinical use, documents for patients signature. Obtaining confidential information from patient or family member, including demographic, financial, and medical. Pre-registers patients into the patient account system, verifying and obtain insurance authorization, verifying co-pays. Prepare charge tickets for clinical services. Checking patients in and out scheduling and rescheduling patients appointments. Updating patients demographic, preparing patients charts, answering incoming calls from patients and out side doctors office, Paging Doctor’s regarding Urgent patient care, contacting the OR for Admitting patients into the Hospital . Requesting authorization from primary care physicians office for continuation of care for follow up appointments.

Sutter Medical Foundation Neuroscience Specialist

Patient Service Representative & Phone Operator

June 2011 to January 2012

Scheduling and rescheduling patients appointments, scheduling follow up appointments with x-ray orders, Check in and out patients, Pre-register patients demographic and verifying insurance authorization, financial and medical, verifying patient information in a highly fast paced environment, sending messages to MA’s through Epic system, patients requesting medication refills, Urgent phone encounters routing to High Priority. Transferring calls to MA’s for assisting. Responding to patient calls concerning condition and other requests for information.

VSP Optical Lab

September 2010 to April 2011

Doctor Service Representative

Call Center Environment : Out bound calls to optometrist office regarding missing information on patient materials for eye glasses, timely communication on Rx’s orders for making material changes, updating modify orders, canceling jobs, also sending frames back to the physicians office. Manage all telephone calls.

Bank of America

August 2009 to September 2010

Customer Service Processing

Call Center Environment: High Volume of In bound calls regarding customer mortgage inquires,working closely with personal banker with processing loan applications, reviewing customer mortgage loans for home equity line of credit and home equity loans, working closely with underwriters while keeping customers informed with their loan processing.

AT&T Center

September 2008 to March 2009

QA Manager Project

Monitor customer service representative calls, call observation, national team observation quality, Observing English and Spanish calls multi lingual capabilities, remote call monitoring and call Analysis, Objective and impartial feed back, scoring calls in RMT (remote monitoring) Customer service rep scoring calls on excel spread sheet.

Access Dental

May 2003 to May 2006

Case Manager

Mobile Care Unit, Health Coordinator, evaluating examination and dental screenings, monitoring patient treatments, preparing reports, working with parents on a daily basis, scheduling follow up appointments and Urgent dental care, meeting with different health programs,

Verizon Wireless ( Airtouch)

May 2000 to March 2003

Customer Relation Department, Call Center Experience, selling and up selling products and service plans, processing and fulfillment of all customer orders, customer relation and escalation calls, trainer for New Hire Classes, Handle High Volume of calls exceeding more than 200 calls a day.

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