Customer Service Office Manager
Resume:
Diana Marquez
Business Office Manager/Scheduler/Customer Service/Dispatcher/Supervisor
Baldwin Park, CA 91706
*********@*****.***
Results-Oriented Customer Service Representative/Medical Scheduler /Dispatcher with diverse background in management, adminstration, call center, dispatching and customer service experience. Dedicated to providing excellent customer service and ability to working in a fast pace environment also making operational and procedural improvements. Highlights
* Management of remote employees * Conflict resolution techniques
* Skilled multi-tasker * Marketing savvy
* Client relations specialist * Deadline-oriented
* Forcused on customer satisfaction * Team management
Authorized to work in the US for any employer
Work Experience
Business Office Manager (remote)/Billing Specialist J.E.P. Medical billing - Covina, CA
February 2023 to Present
Remote work with billing specialist, phone calls, scheduling, remote training on billing, account payables, meetings, audits, resolving all billing inquiries, reports on bad debt. Zoom meetings in training other employees.
Business Office Manager/Human Resources
Whittier Glen - Whittier, CA
June 2022 to March 2023
Business office duties, census, ALW waiver program, receptionist, Accounts payable, invoicing, budget control, rent, month end, Human Resources, working with residents, working with DHS, handle multiple job positions including filling in including Executive Director position. Helped other departments maintain their departments. 100% on audits from State for many years. Hiring new hires and training. Osha knowledge, workman comp, PCC knowledge, workday knowledge, etc. Business Office Manager
Ortega Counseling Center - Whittier, CA
January 2022 to March 2023
Business office planning, operation planning, Human Resources, Motivational training, Merus case, payroll, invoices, checks payments, organizes meetings, working with workman comp issues, ability to resolve problems quickly, 100-4500 clients in directions and assisting. Working with vendors, audit hearings and hiring from other countries and training them over google meet and zoom meetings. Business Office Manager
Brookdale Senior Living - Monrovia, CA
August 2019 to January 2022
Business office manager-purchase orders,maintaining accounts, A/P, AR, kronos time keeping for over 65+employees, over 100+ Residents, Residents Contracts, direct contracts with vendors, Human Resources, knowledge of remodeling apartments, extreme detail to time management and to details of each task given. Great people skills. 100% on all state audits (DSS) and 100% on corporate auditing. Has been promoted every year to a higher position.
Business Office Coordinator
Brookdale Senior Living - Alhambra, CA
August 2018 to August 2019
• Payroll/Kronos for 50 plus employees bi-weekly
• Contracts for Resident's Room Rental Homes for over 150 resident's rooms/tours/contract signing
• Human Resource trained
• Receivable and Account Payable
• Paying Invoices/Working with vendors
• Numerous reports/preparing for State Audit
• Updating all employee files and Residents files etc
• Coverage for Activity Director and ED during their absence. Also trained in Director of Sales.
• Ability to handle multiple jobs at the same time. Home Health Lead Scheduler
Brookdale Home Health - Covina, CA
October 2017 to August 2018
Lead scheduler for Home Health for Registered Nurses, Occupational Therapists, Physical Therapists, Social Workers, and Speech Therapists for patients in various Brookdale communities also outside the walls patients. Use of Homecare Homebase computer system. Ability to work in fast pace environment with deadlines. Strong customer service background. Personalize Living Assistant Manager
Brookdale Senior Living Solutions - Monrovia, CA
September 2016 to October 2017
Assisted Manager of 4 different offices for personalize living for senior living. Schedule for numerous employees. Handled confidential files according to Department of Social Services rules. Assist with patients concerns with appointments, living arrangements and their health benefits. Scheduler/Customer Service/Call Center Assistant Manager Synovation Medical Group - Rancho Cucamonga, CA
October 2013 to October 2016
Scheduler for over 17 medical facilities for various number of doctors, physical therapists, and physician's assistants. Call center experience with management skills. Work closely with other medical facilities with authorizations and medical insurances. Ability to work in fast pace call center environment and able to pick up multiple phone lines. Hipaa knowledge, Greenway knowledge and use of Shoretel phone lines. Handles all medical insurances and knowledge of medical portals. Training of new employees in call center.
Supervisor/Customer Service Representative
Los Angeles Newspaper Group - West Covina, CA
January 1990 to October 2013
Built customer loyalty by placing follow-up calls for customers who reported product issues. Worked with upper management to ensure appropriate changes were made to improve customer satisfaction. Management skills for 30-40 customer service representatives, dispatching skills to 9 different publications/drivers. Call center manager overseeing customer service representative. Call center skills in fast pace environment for over 500 calls in an 8 hour shift, and trained staff on how to improve customer interactions. Properly directed inbound calls in phone queues to improve call flow. Collected customer feedback and made process changes to exceed customer satisfaction goals. Administrative Assistant to the President
Los Angeles Times - Los Angeles, CA
December 1990 to January 1995
Los Angeles Times - Los Angeles, CA
Coordinated all department functions for team of 20-25. Coordinated meetings with other departments managers and served as main liaison between sales and promotion department. Verified and logged in deadlines for responding to daily inquiries. Supervised and trained admitting, billing and collections staff. Created databases and spreadsheets to improve inventory management and reporting accuracy. Scheduled and confirmed appointments for entire management team. Education
High school in General
West Covina High School - West Covina, CA
September 1984 to June 1988
Skills
• Billing (10+ years)
• Accounts Payable (10+ years)
• Scheduling (10+ years)
• Word (10+ years)
• Bookkeeping (10+ years)
• Human Resources (10+ years)
• Outlook (10+ years)
• Payroll (10+ years)
• Marketing (10+ years)
• Accounts Receivable (10+ years)
• Office Management (10+ years)
• Time Management (10+ years)
• Account Management (10+ years)
• Project Management (10+ years)
• Customer Service (10+ years)
• Microsoft Excel (10+ years)
• Typing (10+ years)
• Receptionist (10+ years)
• Data Entry (10+ years)
• Office Manager Experience (10+ years)
• Microsoft Office (10+ years)
• Kronos (5 years)
• Auditing (10+ years)
• Telemarketing (10+ years)
• Multi-line Phone Systems (10+ years)
• Conflict Management (10+ years)
• Financial Report Writing (10+ years)
• Social Work (10+ years)
• HIPAA (5 years)
• Accounting (10+ years)
• Team Management (10+ years)
• Management (10+ years)
• ERP systems (10+ years)
• Supervising experience (10+ years)
• Microsoft Powerpoint
• QuickBooks
• Employee Orientation (10+ years)
• Event Planning (10+ years)
• Negotiation (10+ years)
• Insurance Verification (10+ years)
• Administrative Experience (10+ years)
• EMR Systems (10+ years)
• Medical Records (10+ years)
• Medical Billing (10+ years)
Certifications and Licenses
Drivers License
CPR Certification
First Aid Certification
Assessments
Sales skills — Proficient
February 2021
Influencing and negotiating with customers
Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
Additional Information
Also had own business from February 1994-March 1998 -sales for Los Angeles Times-telemarketing business from home for Delivery Agents -sales--was self employed. Very successful track record in sales. Further information will be provided based on request.
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