Customer Service Representative
Resume:
MERCEDES PADILLA
************@***.***
SUMMARY:
Mercedes has over 3 years of experience working as a Customer Service Representative. Proficient in Microsoft Suite, PowerPoint, Excel. Skilled in managing time Strong background in office administrative, clerical and customer service skills. She has great experience answering inbound calls and making outbound calls. Recognized for increasing efficiency and productivity, while delivering outstanding customer service. Excellent organizational skills with a strong detail orientation. Proficient in using Microsoft Office Suite, along with accounting and payroll specific applications. Fully bilingual in English/Spanish.
EDUCATION:
Miami Dade Community College, Kendall Campus, Miami, Florida
SKILLS:
Health Insurance Data
CPT and ICD-9 Codes
Written & Verbal Communication
Fluent in Spanish
Account Management
Problem-Solving
Establish Rapport with Clients on Phone & In-Person
Phone Triage
Active Listening / Interviewing Skills
Bilingual(Spanish)
Electronic Medical Records (EMRs)
Billing Scheduling Medical Terminology
HIPAA Compliance
IDX
Amisys
Meditech & All Scripts EMR
Medical Manager Software
Microsoft Office Suite
PROFESSIONAL EXPERIENCE
ONE HOME CARE SOLUTIONS – Ft. Lauderdale, Florida Sep17 to Mar’19
Home Medical Equipment – Intake / Orders/Customer Service
Resolve customer complaints via phone, email, mail, or social media.
Use telephones to reach out to customers and verify account information.
NICKALUS CHILDREN’S WESTON PEDIATRIC CARE CENTER – Weston, Ft. Lauderdale, Florida Dec’16 to Jul’17
Neurological Division – Intake Order Coordinator/Customer Service
Registration of Incoming Admission and Patients.
Greet customers warmly and ascertain problem or reason for calling.
Use telephones to reach out to customers and verify information.
BROADSPIRE- Crawford Company Third Party – Ft. Lauderdale, Florida Nov’15 to Oct’16
Call Center Representative – Processing Claims & Escalate Phone Calls.
Greet customers warmly and ascertain problem or reason for calling.
Cancel or upgrade accounts.
Assist with placement of orders, refunds, or exchanges.
Supports customers by providing helpful information, answering questions, and responding to complaints.
Support for clients and customers and help ensure that customers are satisfied with products, services
HEALTH SYSTEM ONE – Ft. Lauderdale, Florida Nov’14 to Sep’15
Authorization and Referrals Coordinator
Reviewed patient insurance data to advise if patients carried coverage for planned treatment at hospital, private clinics and/or rehabilitation center.
Interpreted Current Procedural Terminology (CPT) codes to describe services with Medicaid, Medicare and Healthy Kid. Translated International Classification of Disease (ICD-9) codes.
Utilized data entry skills, insurance terminology knowledge and code translation expertise to process each patient’s data.
SOUTH FLORIDA ENT ASSOCIATES – Coral Gables, Florida Aug’11 to Sep’14
Front Desk Office Coordinator
Managed all medical records for 130+ patients.
Provided excellent customer service. Collected payments.
Scheduled appointments in person and over the phone.
Answered customer questions and concerns.
Assisted patients in filling out check-in paperwork.
Validated patient information and insurance.
Liaison between doctors, nurses, and patients.
Improved office efficiency by completing and organizing paperwork quickly and accurately.
Verified insurance benefits and eligibility through Meditec and All Scripts.
Ensured timely patient processing by monitoring registrations for multiple doctors.
GRABOIS, PRAVDER, KAPLOWITZ ASSOCIATES – Aventura, Florida Mar’11 to Jun’11
Front Desk Receptionist & Office Assistant
Greeted and checked in and outpatients for 6 doctors.
Verified insurance benefits and eligibility.
Confirmed and scheduled appointments.
Obtained authorizations and referrals from insurance companies Psychiatric center with various medical providers including psychiatrics, psychologists, and therapists
Effectively managed all incoming calls on multiple lines.
Oversaw complete computer filing system and ensure data accuracy.
KENDALL REGIONAL MEDICAL CENTER – Miami, Florida Oct’09 to Feb’11
Surgery Schedule Coordinator
Liaison for all PCP. Scheduled surgical procedures and tests.
Ordered operating equipment and parts through specialty vendors.
Communicated with primary physicians for patient referrals.
Monitored and adjusted surgical schedules to ensure maximum utilization of resources.
UNITED HEALTH HOME CARE SERVICES – Miami, Florida Nov’08 to Sep’09
Patient Coordinator
Obtained patient insurance approval from Medicare and other insurance providers.
Reviewed and prepared reports for all social workers.
Managed patient placement in multiple rehabilitation centers.
PREFERRED CARE PARTNERS HEALTH INSURANCE – Miami, Florida Nov’05 to Oct’08
Medical Director Assistant
Coordinated hospital admissions and discharges.
Wrote final diagnosis and discharge letters.
Called providers and faxed documents. Assisted patients in obtaining appropriate medical care.
Interacted with multiple departments to process data.
Managed doctor’s personal calendar
UNIVERSITY OF MIAMI, MILLER SCHOOL OF MEDICINE – Miami, Florida Jun’01 to Sep’05
Patient Coordinator
Confidentially managed medical records for 50+ patients in Internal Medicine Department.
Scheduled appointments. Authorized referrals.
Entered patient data in medical software.
Prepared charts and requested lab work.
Resolved patient concerns.
Maintained high-quality customer service in busy, fast-paced office.
KENDALL ENDOSCOPY & SURGERY CENTER – Miami, Florida Mar’98 to Apr’01
Patient Representative
Managed medical documents.
Greeted patients and scheduled appointments.
Collected co-pays and verified referrals. Entered patient data.
Answered phones. Requested lab work.
Contact this candidate