Customer Service Center
Resume:
Selina Hernandez Mesa AZ, *****
*******************@*****.***
EXPERIENCE
Banner Health Bilingual Service Center Representative (Remote) Position Summary 2023 -2023 temporary position
● Support the organization’s service center by providing daily customer service to physicians and/or staff, employees, health and dental plan members and dependents, payors, hospital staff and the community at large referred to as customers
● Receive documents, research and respond to customers inquiries following established policies, procedures and standards
● High Volume of inbound and outbound health related customer calls on a daily basis
● Run patient claims, prior authorizations
● Verify patient demographics / update as needed
● HIPPA compliance
● Work cohesively with team members and managers
● Contact physicians office to verify patients demographics Connect Hearing Front Desk Representative
● Work with over 400 Sonova Hearing Aid brands
Audiologists and Hearing Aid Specialist
● Verify patient Insurance information
● Copy, Print and file patients Updated Demographics
● Close and Open Store for Audiologist
AllianceRx Walgreens Prime, Tempe, AZ — PATIENT CARE COORDINATOR SENIOR LEVEL 4 (REMOTE POSITION )
JULY 2018 - FEBRUARY 2023
● Evaluated effectiveness of current strategies with an interdisciplinary team and utilized recommendations to make permanent improvements to care standards.
● Completed documentation of care, hospital actions, and patient activities.
● Followed document protocols to safeguard confidentiality of patient records.
● Responded to inquiries by directing calls to appropriate personnel.
● Resolved customer complaints using established follow-up procedures.
● Verified patient insurance eligibility and entered patient information into the system.
● Provided excellent customer service to patients and medical staff. SKILLS
Patient Care
Preventive Care
Typing
Bilingual
Customer Service
Emergency Situations
Patient Flow
Patient Health Information
Privacy
Patient Issue Resolution
One Call Resolution
Microsoft Office
Outbound Calling
Inbound Calling
Multi-Line Telephone
Systems
Data Entry
Organization and Time
Management
● Applied administrative knowledge and courtesy to explain procedures and services to patients.
● Answered incoming calls, scheduled appointments and filed medical records.
● Acted as main point of contact for patients, doctors, and hospital staff by closely reviewing medical charts and maintaining high levels of communication.
Deerfield Associates, Phoenix, AZ— CUSTOMER SERVICE REPRESENTATIVE
FEBRUARY 2016 - JUNE 2018
● Trained staff on operating procedures and company services.
● Reached out to customers after completed sales to suggest additional service or product purchases.
● Created and maintained a detailed database to develop promotional sales.
● Increased efficiency and team productivity by promoting operational best practices.
● Responded to customer requests for products, services, and company information.
● Investigated and resolved customer inquiries and complaints quickly.
● Educated customers about billing, payment processing and support policies and procedures.
Customer Link, Tempe, AZ — CUSTOMER SERVICE
REPRESENTATIVE
JANUARY 2015 - FEBRUARY 2016
● Trained staff on operating procedures and company services.
● Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals.
● Recommended, selected and helped locate and obtain out-of-stock products based on customer requests.
● Actively listened to customers, handled concerns quickly and escalated major issues to the supervisor.
● Placed outbound customer service or customer satisfaction calls to follow up on issues.
● Responded to customer calls and emails to answer questions about products and services.
Sky Harbor International Airport, Phoenix, AZ — AIRPORT CUSTOMER SERVICE REPRESENTATIVE
JANUARY 2011 - JANUARY 2016
● Resolved customer requests, questions and complaints by analyzing individual situations and determining best use of resources.
● Managed online booking inquiries and assisted guests and travel partners with questions throughout the entire booking cycle.
● Coordinated with ramp agents to successfully store, remove and transport customer baggage.
● Used an airline computer system to create airline tickets and boarding passes.
● Verified identification and travel documents to efficiently board passengers for on-time departure.
● Provided passenger assistance at ticket counter and gate areas by issuing tickets, checking baggage and assigning seats. EDUCATION
Washington High School, Phoenix, AZ— High School
Diploma
JUNE 2014
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