Customer Service Call Center

Yamile Rojano

Paterson,NJ 973-***-**** *******@***.***

Self-motivated and dependable Call Center Representative with 10+ years of Customer Service and Medical Office Management expertise. Personable and flexible with a rich history of enhancing patient health and wellbeing by proactively addressing patient inquiries to achieve organizational objectives. Committed to producing impactful results by building collaborative partnerships with cross-functional teams in fast-paced healthcare environments.

Professional Experience

The Radiator Store Lodi, NJ

Call Center Representative May 2021 - Present

● Promote steady business growth by processing orders, forms, applications, and requests in a timely manner to meet strict deadlines

● Develop quick rapport with customers by presenting a friendly and helpful attitude to provide excellent customer service

● Manage competing priorities by processing 120+ inbound calls per day to improve call times by 70%

● Resolve customer issues and requests by coordinating with a 7 member call center team to effectively address customer needs

● Uphold high standards by answering complex questions to provide accurate and reliable information Clifton Center for Oral Surgery Clifton, NJ

Patient Coordinator & Receptionist January 2020 - August 2021

● Exercised keen attention to detail by collecting and verifying patient insurance to maintain up-to-date patient records

● Enhanced communications by efficiently reviewing financial agreements and processing payments with high levels of accuracy

● Maintained professionalism by strategically scheduling and confirming appointments to successfully improve productivity

● Coordinated operations at a high-volume surgery center by a managing multi-line phone system to deliver world-class customer service

● Strengthened business performance by coordinating with a 3 member team to ensure smooth office operations

Little Falls Family Dental Totowa, NJ

Patient Coordinator January 2018 - January 2020

● Greeted 100+ patients a day by overseeing the check-in process to create a warm and welcoming environment

● Prioritized multiple tasks simultaneously by collecting insurance information and copayments to strengthen practice performance

● Fostered a culture of continuous improvement by updating medical histories using Dentrix/Open dental to improve continuity of care

Smile Central Dental Paterson,NJ

Receptionist March 2016 - January 2018

● Delivered world-class customer service by scheduling initial and recurring patient appointments to create positive experiences

● Provided quality medical support by managing complex schedules for a 5 member team to optimize time and energy

● Anticipated practice needs by streamlining processes and procedures to maximize daily efficiencies Morristown Medical Center Morristown,NJ

Nurse Assistant April 2013 – March 2016

● Aligned with policies, procedures and ethical standards by monitoring patients to document changes using EHR

● Preserved patient dignity by conscientiously changing bedpans, emptying drainage bags, diapering, and bathing optimize care and minimize discomfort

● Displayed strong clinical skills in assessing vital signs, performing lab draws and glucose checks, and providing pre-and post-operative care

Right At Home Newark, NJ

Home Health Aide Sept 2012 - April 2013

● Exuded compassionate patient-centered care for 5+ clients by monitoring activities and behaviors to promote independence

● Aided clients with activities of daily living, including personal hygiene, ambulation, and feeding to enhance quality of living while in compliance with HIPAA standards

● Optimized patient care by maintaining clean, safe, and healthy home environments at all times to produce positive health outcomes

● Maintained accurate patient records by measuring and recording vital signs to achieve short and long- term goals

Core Competencies

Bilingual (English & Spanish), Interpersonal Communication, Collaboration, Leadership, Time Management, Teamwork, Problem-Solving, Decision-Making, Billing, Data Entry, Medical Scheduling, Insurance Verification Technical Skills

Microsoft Office Excel, Outlook, Word, PowerPoint, LightHouse, Denticon, Dentrix, SMS Invision, I-series, Meditech, Epic

Education & Certifications

Phlebotomy, EKG tech, Dover Business College

Certified Nursing Assistant, NAHCA

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