Nora Gonzalez

**** ******** ***** *******

AUSTIN, TX 78727

512-***-****

ad3r97@r.postjobfree.com

Skills

●Bilingual in English and Spanish, including for health industry

●Microsoft Word and Excel

●Customer communication & building client relationships

●Office management

●Improving process efficiency

Experience

TX PRIDE Rehabilitation, Dallas, TX January 2023-Present

Bilingual Service Rep & CCR Office Manager at chronic condition rehab specializing in improving patient movement and pain control.

●Serve as intermediary between patients and our medical staff & insurance companies

●Provide prompt customer support with a professional, friendly, and patient attitude

●Diagnose and resolve technical issues

●Guide patients through appeals process, when needed, for Medicare/Medicaid providers

●Respond to telephone inquiries, providing quality service to customers and associates inquiring about the availability of products or status of orders

Beacon Health Options, Austin, TX (now Carelon Behavioral Health) Nov 2017-Jan 2023

Bilingual Service Rep & CCR Office Manager at behavioral health center providing services for children, young adults, and families

●CCR III 2020-2023

oConducted audits on completed calls and work

oResolved and reprocessed claim issues

oVerified CPT, REV and DX codes

oUpdated eligibility and started pre-certifications for authorizations

●CCR II 2018-2020

oHandled appeal calls, complaints and escalated calls

oHandled eligibility calls

oCompleted over 12,000 customer insight reports with sensitive data

● CCR I 2017-2018

Answered average of 100 calls per day, exceeding quota by 15%

Politely addressed any customer complaints, escalated to management when necessary

●Received a 5-star customer satisfaction rating through voice, chat, and email communications

●Trained new hires on company-specific policies, procedures, and complaints guidelines

HomeAway, Austin, TX (now VRBO) June 2016-August 2017

Customer rep for online resource for travel rental properties.

●Provided prompt customer support with a professional, friendly, and patient attitude

●Proactively memorized over 55 company products and services

●Listen, diagnose, and resolve technical issues/appeals guiding users through step-by-step solutions.

Sears, Austin, TX June 2010-February 2016

Customer phone rep

●Responded to telephone inquiries about the availability of products or status of orders.

●Provided basic technical support for clients on a wide range of company products with a 90% resolution rate

Education

South Texas Community College, Brownsville, TX 1987

References available upon request.

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