Customer Service Account Manager
Resume:
Claudia Gorosito
West Valley City, United States, 84128 / 661-***-**** / *******************@*****.*** Summary
Accomplished Senior Account Manager with 10+ years of experience spanning customer service, healthcare, and culinary sectors. Excels in roles requiring a balance of administrative acuity, customer relationship management, and team collaboration. Recognized for proficiency in utilizing EHR, Salesforce, and Remedy, and for exceptional fluency in Spanish. Showcases a track record of improving processes, enhancing customer satisfaction, and resolving complex issues. Aspires to utilize extensive skills and experiences to drive customer satisfaction and operational efficiency in a dynamic work environment. Employment history
Senior Policy Service Rep/ Senior Account Manager, Dental Select/Ameritas Life Insurance Company MAY 2021 – May 2024,SANDY, UT
− Communicated directly with Groups and Brokers via phone or email to answer any questions or requests they might have regarding their coverage. Responsible for customer service, issuance and administrative functions, cases, and products/plans. Fulfilled all requirements necessary for accurate processing, follow current procedures in accordance with industry/state regulations, internal/external audit recommendations, and compliance directives.
− Supported new accounts through the implementation process, reviewed for accuracy, approved and finalized applications and support documents so they reflect required underwriting information and desired coverages for new accounts.
− Managed changes to existing accounts, ensuring requests are accurately communicated and completed in a timely manner.
− Managed product, process questions and coordinated interaction with Operational Departments when necessary.
− Resolved customer complaints by investigating problems, developing solutions, preparing reports and coordinating with other departments.
− Assisted in the request for exceptions on enrollments and claims and requested necessary documentation as needed.
− Took care of returned mail for brokers, updated system with corrected information and mailed new documents to the client.
− Developed and maintained strong relationships with key clients, ensuring their satisfaction with the company's products and services.
− Coordinated and lead training sessions for new and existing policy service representatives to ensure they are knowledgeable and proficient in their roles.
− Managed and resolved complex customer issues and complaints by investigating the problems, developing innovative solutions, and coordinating with other departments for a satisfactory outcome. Patient Service Representative, Sutter Health/ Sutter Physician Services NOV 2018 - JUL 2020,SALT LAKE CITY, UT
− Answered incoming calls from patients and aided with various inquiries.
− Scheduled routine appointments and processed prescription refills.
− Assisted patients with setting up payment plans and addressed medical billing/insurance inquiries.
− Utilized EPIC system to document patient information and procedures.
− Referred patients to appropriate professionals and services.
− Addressed patient questions and
concerns.
− Requests for new patient registration
− Provided exceptional customer service to patients, ensuring a positive experience and promoting patient satisfaction.
− Collaborate with healthcare providers to ensure accurate and timely medical record documentation. Skills
Call center Experience
Insurance Knowledge &
Verification
Medical Office experience
Typing 78 WPM
Proper sterilization procedures
MS Office/ Office Suite/ Google
suite
Customer service
Telephone etiquette
Healthcare knowledge,
EMR/EHR/ICD9,ICD 10
Proper sterilization techniques
Adobe Acrobat
EDI
Dev-opps /Remedyforce
Project management /Salesforce
Administrative tasks
Medical billing Documentation
Patient registration
Medical Record Documentation
Administrative support
Appointment coordination/
Billing and insurance
Medical record management
Client Relationship Management
Data management/Data entry
Claims processing
Medical coding
Payment coordination
Languages
Spanish (Proficient)
References
Tiffani Moore
Kern County Sheriffs Department
Karina Ramírez
Antelope Valley Union School District
Education
Medical Assisting, San Joaquin Valley
College
JUN 2015 - DEC 2017,LANCASTER, CA
Bachelors in science and nursing,
Grand Canyon University
AUG 2012,PHOENIX, AZ
Diploma, Rosamond High School
AUG 2008 - MAY 2012,ROSAMOND, CA
Employment history
Customer Service Representative, Blue Vine
NOV 2020 - MAY 2021,SALT LAKE CITY, UT
− Communicated directly with clients via phone or email to answer questions regarding personal loans, PPP loans, and bank accounts.
− Maintained accurate records of client interactions and updated customer information as needed.
− Proactively identify opportunities to improve customer satisfaction by analyzing customer feedback and suggesting process enhancements or product improvements. Intern/Medical Assistant, The Chiropractic Health Office of Hidaya MD SEP 2015 - MAY 2018,PALMDALE, CA
− Conducted patient interviews to gather health history and vital signs.
− Monitored medical supply levels and placed replenishment orders.
− Cleaned, restocked, and prepared exam rooms and medical equipment.
− Educated patients about medications, procedures, and physician's instructions.
− Performed preliminary physical tests and accurately recorded results.
− Observed and documented patient status and reported complaints to case manager/doctor.
− Performed various clerical tasks to ensure office workflows ran smoothly. Cook, Pizza Hut
JUL 2015 - OCT 2018,ROSAMOND, CA
− Sanitized food preparation areas, ovens, and equipment to avoid cross-contamination.
− Established and maintained collaborative relationships with kitchen team members.
− Prepared food items such as soups, sauces, and salads.
− Weighed, measured, and mixed ingredients following recipes.
− Maintained consistent quality and accuracy in food preparation.
− Modified recipes to accommodate ingredient issues or customer requests.
− Operated kitchen equipment safely to prevent injuries. Cook, Sodexo at Grand Canyon University
OCT 2014 - MAY 2015,PHOENIX, AZ
− Cleaned and sanitized work areas, equipment, utensils, dishes, or silverware.
− Maintained proper food storage temperatures and recorded temperature logs.
− Assisted in food preparation, including washing, peeling, and cutting various foods.
− Maintained consistent quality and accuracy in food preparation.
− Conducted daily inventory checks to ensure an adequate supply of food and ingredients are available for meal preparation.
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