Customer Service Human Resources
Resume:
Paula A. Rios
***********@*****.***
Objective
To secure position that will utilize my 16 years of experience in Customer Service and allow me to
continue career growth.
Qualifications
Over sixteen years of successful experience in the Durable Medical Equipment industry, leader of
Customer Service, Product Trainer, Mobility Specialist, Post-Delivery QA Representative.
June 2012 - November 2012 Henderson, NV
Specialty Vehicles
Administration Assistant
Assist in completing Bids for Trams, Trolleys, & Buses to different departments of
Transportation under Women & Minority Disadvantage Enterprise.
Prepare Documents for DBE applications for all states.
Receptionist & assist owner of any duties needed.
July 2009 - March 2011 Las Vegas, NV
Preferred Homecare
Post Delivery Quality Assurance
Primary functions QA route sheets from delivery staff, sign off documents required by FDA.
Update systems to reflect each order/account for billing compliance, and maintain accurate
inventory levels.
Update concentrator checks, tracking of lot numbers as required by FDA.
Process all Co-pay’s, record payments, prepare bank deposits, and communicate with corporate
headquarters.
May 2005 - July 2009 Lake Havasu City, AZ
Preferred Homecare
Customer Service Lead
Oversee daily operations and respond to telephone inquiries from referral sources, hospitals, and
patients.
Delegate incoming orders to the appropriate staff to insure equipment is received in a timely
manner.
Respond to Emails and inform staff of new policies and procedures.
Confirm orders, batch, and ship paperwork to corporate.
Assist patients on travel and coordinate deliveries to other locations.
Assist staff with everyday duties and problem solve for three locations.
March 1997 - May 2005 City of Industry, CA
Supercare Medical Supplies
Mobility Specialist
Qualified patients for power wheel chairs prior to evaluation.
Interacted with Physical therapist for evaluation report.
Ordered power wheel chairs and accessories from multiple manufacturers.
Verified eligibility, obtained history and physical, completed CMN’s, and requested
authorizations prior to delivery of power wheel chairs.
Reported commission to the human resources department on the sale of each power wheel chair.
Employee Training Educator
Prepared product class binders for new employees.
Scheduled classes for training and held in-services with vendors to educate employees on new
products.
Interacted with vice president and human resources on the performance of employees during
training.
Performed special assignments as needed for other departments.
Customer Service Supervisor
Supervised customer service department and monitored productivity reports.
Informed staff on contract updates, division of responsibility, Medicare and Medi-Cal guidelines.
Responsible for JACHO compliance issues, as they pertain to customer service.
Promoted the company alongside the Sales manager to existing contracts and potential accounts.
Schedules and conducted interviews.
Confirmed the information was accurate prior to delivery.
Communicated and interacted with all departments including upper management.
Customer Representative
Responded to incoming calls and prepared intakes.
Verified insurance, obtained authorization and proper prescriptions to insure adequate payment.
Advised patients of co pays and coordinated deliveries of all DME items.
Assisted walk in patients with equipment, supplies, and service.
June 1994 - January 1997 Covina, CA
San Gabriel Valley Ostomy
& Medical Supplies
Customer Service Representative
Answered incoming calls and assisted walk-in patients with ostomy supplies, incontinent
supplies, scooters, and lift chairs.
Prepared orders for UPS.
Purchased supplies and maintained hospital utilization inventory.
Communicated with E.T. nurses and medical groups.
Education
1971 – 1979 St. Christopher’s School West Covina, CA
1980 – 1984 Bishop Amat High School La Puente, CA
References
Joe Lopez – Vice President
All State Medical
2655 Park Center Dr.
Simi Valley, CA 93065
John Cassar – CEO
Supercare Medical
16017 Valley Blvd
City of Industry, CA 91744
Yamiley Pacada – Customer Service Manager
Supercare Medical Supply
320 W. Cerritos Ave
Glendale, CA 91204
Contact this candidate