Customer Service Medical Records

BERSALLY FRIAS

*** ******** ***** ********, ** **093 678-***-**** *************@*****.***

Skills Summary

Driven and strong leadership skills with 7+ years in customer service and 3+ years in medical administration. Background includes experience in healthcare, and insurance. Provided emergency assistance and taking detailed messages for agents and claims personnel as needed. Handled incorrect member data, corrupt data, accessing medical records remotely via Electronic Medical Record (EMR) systems, removing excess documentation, etc. Posses a strong aptitude for office efficiency and patient satisfaction.

Education

Phlebotomy – October 2023

Phlebotomy Training Specialist Chamblee, GA

Medical Office Administrator – June 2024

Gwinnett Technical College Lawrenceville, GA

Medical Coding – Dec 2025

Gwinnett Technical College Lawrenceville, GA

Experience

Mercy Care Atlanta

Hybrid Access Center Specialist Dec 2023- Current

o Demonstrated conflict resolution, negotiating, and de-escalation skills with mentally ill patients.

o Utilize excellent communication skills to effectively educate and guide homeless individuals seeking resources at Mercy Care, ensuring they receive the support and assistance they need in a compassionate manner.

o Collaborate with the different departments at Mercy Care to implement technology solutions that streamline patient inquiries and improve overall operational efficiency of the Access Center.

o Conduct regular quality assurance audits of patient inquiries and interactions at Mercy Care's Access Center to ensure compliance with established policies, procedures, and ethical guidelines, defined areas for improvement and providing constructive feedback to enhance the overall service quality and patient satisfaction.

Children’s Healthcare of Atlanta

Hybrid Bilingual Medical Scheduler Jul 2021- Jul 2023

oInteracted extensively with physicians/diagnostic staff, office staff, and patients via phone, fax, and email.

o Accurately and effectively scheduled appointments for needed medical procedures.

o Supported the development and implementation of new processes and procedures to revamp the efficiency of bilingual scheduling, taking into account the unique needs of the diverse patient population served.

Amazon

Locker+ Bilingual Associate May 2020- Aug 2020

oProcess customer returned effectively.

oResponsible for opening and closing alone at multiple different locations.

oBuild and breakdown of pallets containing customer orders.

oHandled escalations unsupervised.

Amazon

Remote Bilingual CSR Sept 2019- Apr 2020

oProvide exceptional customer service to Amazon's bilingual customers, ensuring that cultural differences are respected, and communication is clear and effective in both languages.

o Leverage strong problem-solving skills to efficiently resolve customer inquiries and provide quick and effective solutions, contributing to high customer satisfaction and retention rates.

o Utilize active listening skills to understand the needs and concerns of bilingual customers, offering personalized solutions and demonstrating empathy in every interaction to ensure a positive customer experience and loyalty.

Change Healthcare

Medical Chart Retrieval Sept 2019- Dec 2019

o Collaborate with external healthcare providers to establish data-sharing agreements and protocols, ensuring secure and efficient exchange of HEDIS medical records for improved care coordination at Change Healthcare.

o Establish and maintain strong relationships with key stakeholders in the healthcare industry to stay informed about the latest developments, regulations, and best practices related to HEDIS medical records, enabling Change Healthcare to remain at the forefront of innovation and compliance.

Ricoh Americas Corp

Hybrid Bilingual CSR May 2019- Sept 2019

o Leverage technical expertise to troubleshoot printer issues efficiently, ensuring minimal downtime and maximizing customer satisfaction.

o Collaborate with the sales team to identify opportunities for upselling and cross-selling Ricoh products and services to customers, thereby increasing revenue and customer satisfaction.

o Enhance customer service by developing and implementing personalized service strategies for various client segments, ensuring a tailored and exceptional customer experience that boosts loyalty and satisfaction levels.

o Proactively engage with customers to gather feedback on their experience with Ricoh products and services, using the insights to continuously improve and innovate customer service processes, thereby ensuring high levels of customer satisfaction and loyalty.

Custard Insurance Adjuster

Bilingual Claims Processor Dec 2018- May 2019

o Identify and escalate any potential fraudulent claims to prevent financial losses for the company, demonstrating a keen eye for detecting inconsistencies and patterns in claim submissions.

o Collaborate with the underwriting team to identify trends in claims processing and provide insights for improving risk assessment and policy development, contributing to more accurate underwriting decisions and reduced claim processing times.

o Effectively communicate with clients to gather necessary information and provide updates on claim status, demonstrating empathy and professionalism to enhance customer satisfaction and retention.

Underpriced Furniture

Financial CSR Aug 2016- Aug 2018

oCorrectly receive and record cash, checks, and vouchers. Using various systems to ensure fraudulent applications are not processed.

oUse bookkeeping software, spreadsheets, and databases.

oEnter financial transactions into the appropriate computer software.

oLogistical scheduling.

oProvided financial recommendations personally tailored to each customers financial situation.

oReview and process financial applications for eligible customers.

oProperly handle and dispose of sensitive information to prevent fraud.

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