DORENE ROBLES

Glendale, AZ *****

ad2ab6@r.postjobfree.com

+1-928-***-****

Willing to relocate: Anywhere

Authorized to work in the US for any employer

Work Experience

Medical Scheduler I

HOPCo / The CORE Institute - Phoenix, AZ

October 2022 to May 2023

Answering between 150- 200 calls and delivering great customer service for Orthopedic Contact Center. Assist in the bilingual Spanish que. Schedule medical appointments and some specific testing/injection procedures while also verifying appointments dates, location and times. Also transferring calls to correct departments/assistants who schedule procedures, surgeries, imaging, testing billing and medical records. Sending Message and emails when appropriate. Paging physicians. Verifying insurance and referral information is correct.

Bilingual Medical Front Office

Central Arizona Urologists - Phoenix, AZ

May 2021 to March 2022

I assist the Medical Front office with checking/out in patients, make out bound calls to other Doctor's Offices, answer inbound/outbound calls from patients verifying /scheduling appointments, Assisting spanish speaking patients with their questions and medical needs Also inbound calls from Pharmacies verifying Scripts, requesting lab and imaging requisitions be sent to correct facilities, and requesting we send/receive medical records. Also requesting and verifying Referrals/Insurance information, Following HIPAA Guidelines, trained to assist in Back Office. Answer billing questions and process payments in a positive and professional work environment.

Front Office/Externship

Chiro Plus - Phoenix, AZ

November 2020 to January 2021

Externship for Medical Billing and Coding two days a week. Coding charts before being stored into database. Greet patients. Scheduled Patients, answered phones, transfered to specific departments. Prepared patients in the back office for treatments. While hands on training for Chiropractic Assistant. Prepared new charts, prepared charts for discharge and Filed charts. Faxed/ Receive faxes and entered financial information into system.

Bilingual Customer Service Representative

LOGISTICARE - Phoenix, AZ

July 2020 to October 2020

Answering incoming calls providing transportation for Medicare and Medicaid member in the US

● Have received Kudos- recognition from members and other Supervisors in the industry for doing a good job providing good customer service.

CSR

MANPOWER/CIOX - Phoenix, AZ

October 2018 to February 2019

Provided accurate, valid and complete information by using the proper methods/tools.

● Placed over 100 outbound calls to hospital and facilities requesting Medical Records for Medicare CSR II

AEROTEK/ CONSUMER CELLULAR - Tempe, AZ

March 2017 to May 2017

Inbound calls for Consumer Cellular members, provided plan promotions, processed payments, basic technical support, transferred to other department when necessary Bilingual CSR

TOTAL TRANSIT - Phoenix, AZ

November 2013 to March 2014

Provided customers with setting up transportation to stores, airport, also providing customers with estimated time arrivals and trip verification

CSR II

ADECCO STAFFING/TARGET.COM - Tempe, AZ

December 2012 to February 2013

Assisted Customer Service Representative Tier I inbound call regarding how to navigate the Target.com website, educating customers with how to track orders via UPS, process payments using the cart feature

Bilingual CSR

STREAM GLOBAL SERVICE - Phoenix, AZ

August 2010 to February 2012

Inbound calls for US Cellular customers, processing payments, going over itemized billing statement, general technical support, transferred to prepaid, technical support, B2B and Sales Department when required

● Providing Floor support and assisting with new employees when assigned Caregiver

GOOD NEIGHBOR SUPPORT SERVICES - Avondale, AZ

September 2008 to September 2009

Assisted clients with daily chores in the home, assisting with basic hygiene, escorted clients to medical appointments and provided respite care for family caregivers. Bilingual Customer Service Representative

FIRST HEALTH GROUP - Scottsdale, AZ

August 1996 to August 1998

FIRST HEALTH GROUP

BILINGUAL CSR III - Scottsdale, AZ

• Answering inbound calls for one of the First PPO (Proffered Provider Organization) Health insurance companies in Arizona, providing members with locating doctors, specialist, pharmacies, hospitals what are in network withing a 50 mile radius, transferred to the hospital pre-certificatons department, while assisting Nurse Case

Managers with translating spanish medical record, while hospital pre-certifications are pending.

• Bilingual Medical Terminology, ICD-9 and CPT Coding certified through First Health Education

College Degree in Medical Billing & Coding

UEI COLLEGE - Phoenix, AZ

October 2019 to April 2021

Skills

• Medical Coding

• CPT Coding

• Medical Billing

• ICD-10

• ICD-9

• Medical Records

• EMR Systems

• Patient Care

• Transcription

• Medical Terminology

• Medical Office Experience

• Insurance Verification

• Process improvement

• Medical Scheduling

• Anatomy Knowledge

• Clerical Experience

• HIPAA

• Experience Administering Injections

• ICD Coding

• Quality Assurance

• Phone Etiquette

• Translation

• Accounting

• Medicare

• Communication skills

• Bilingual

• Customer service

• HCPCS

• Documentation review

• Office experience

• Data Entry

• Medical Receptionist

• Computer skills

• Utilization review

• Spanish

• English

• Microsoft Outlook

• Windows

• Microsoft Office

• 10 key typing

• CRM software

Languages

• SPANISH - Fluent

Certifications and Licenses

March 2020 - March 2020 DORENE B ROBLES, PHOENIX CPR/AED CHILD/ADULT CERTIFIED September 2019

October 2019 Dorene B Robles, PHOENIX HIPAA

Certified Medical Billing and Coding

April 2021 to Present

Graduated from UEI with a GPA of 3.8

Certified as a Medical Insurance Billing and Coding First Aid Certification

Assessments

Spreadsheets with Microsoft Excel — Proficient

September 2022

Knowledge of various Microsoft Excel features, functions, and formulas Full results: Proficient

Data entry: Attention to detail — Proficient

June 2022

Maintaining data integrity by detecting errors

Full results: Proficient

Customer service — Proficient

July 2022

Identifying and resolving common customer issues

Full results: Proficient

Protecting patient privacy — Proficient

July 2022

Understanding privacy rules and regulations associated with patient records Full results: Proficient

Customer focus & orientation — Proficient

July 2022

Responding to customer situations with sensitivity Full results: Proficient

Call center customer service — Proficient

October 2023

Demonstrating customer service skills in a call center setting Full results: Proficient

Medical billing — Proficient

August 2022

Understanding the procedures and forms used for medical billing Full results: Proficient

Medical terminology — Proficient

May 2022

Understanding and using medical terminology

Full results: Proficient

Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.

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