Customer Service Call Center
Resume:
Leida Pacheco
Willimantic, CT *****
**********@*****.***
Dedicated office management professional with experience in handling a wide range of administrative, technical, and executive-support tasks, both in office and call center settings. Skilled relationship builder with proven ability to work with different personality styles. Adept at helping individuals achieve their goals by offering personal and professional support. Eager to bring strong administrative and customer service skills to a growing company in need of top-level support Authorized to work in the US for any employer
Work Experience
Call center- Customer Service Representative
Remote-Automated Health Systems-Marlborough, MA
June 2024 to Present
• Handle 80+ customer interactions daily providing detailed, personalized answers while renewing and or enrolling for benefits
• Assisting individuals and families gain access to health care services.
• Providing accurate and consistent information.
• Providing quality customer service and support ensuring customers retention and satisfaction
• Proficient in video conferencing with platforms such as Teams, Zoom, Google meet Patient Care Coordinator
Hartford Healthcare Medical Group-Willimantic, CT
January 2023 to March 2024
• Managed a high-volume multi-line phone system, adeptly scheduling and rescheduling appointments with precision
• Demonstrated proficiency in scanning, data input, and update patient demographics to ensure accurate records
• Maintained multiple provider schedules and efficiently scrubbed schedules to optimize clinic efficiency
• Proactively coordinated referrals for triage and appointment scheduling, ensuring timely access to care. Expertly ordered interpreters for patients with language barriers and meticulously maintained the calendar for interpreter scheduling
• Conducted insurance verifications and skillfully input medication refills demonstrating a keen attention to detail
• Proficient in utilizing, Epic, Outlook. Tiger text and navigating insurance related websites to enhance operational effectiveness
Administrative Assistant
State of Connecticut-Workers Compensation Commission-Hartford, CT November 2021 to February 2022
• Set up and maintained office procedures, filing and indexing systems and composed routine correspondence
• Provided general information and referral services in response to citizen complaints or questions regarding an agency's services or authority, respond to inquires from other work units or departments/ agencies, applied agency policies and state statues and regulations in determining case status or responding to requests for procedural assistance
Administrative Assistant
Connecticut Trailers Inc.-Bolton, CT
March 2018 to March 2021
• Processing paperwork for customer transactions, submitting finance applications to various lenders and processing DMV documents
• Collaborated with the logistics department to ensure timely deliveries, maintain and update daily delivery calendar, maintain and update sales and customer records, communicate important feedback from the customers internally
Insurance Verification Specialist
THE WILLIAM W BACKUS HOSPITAL-Norwich, CT
January 2016 to August 2016
• Oversaw enforcement of all integrity procedures and policies
• Provided user assistance for primary data base access
• Monitored and updated all data transition and transmission process
• Resolved disputes in collaboration with contract administrators Patient Care Coordinator
THE WILLIAM W BACKUS HOSPITAL-Norwich, CT
September 2015 to January 2016
• Managed communication between patients, family members, care providers and other Healthcare and insurance institutions
• Schedule appointments, answer questions, including billing and preparation
• Maintain doctors Schedule
• Referrals
• Managed patient accounts by updating and maintaining all demographics, Insurance and financial information
• HIPPA
Consumer Counselor
Tri-County ARC-Columbia, CT
October 2006 to December 2015
• Taught daily life skills, problem solving and strategies and interpersonal relations to groups and individuals
• Completed written progress notes and legal documentation
• Provided a safe and therapeutic milieu and assisted in the admission, provision of patient care Professional Legal Receptionist
Law office of Howard B. Schiller-Willimantic, CT
February 2004 to August 2010
• Responsible for greeting customers, processing customer payments, scheduling, coordinating with vendors, and answering multi-line telephone system
• Prepare and distribute invoices to bill clients or pay account expenses Medical Administrative Assistant
Mansfield OBGYN-Mansfield, CT
June 2001 to December 2004
• Utilize population based health principles to create healthy people, communities and fit and ready force
• Conduct monthly chart audits for family practice, primary care, pediatrics and internal medicine Education
16 Credits in Human Services
Manchester Community College - Manchester, CT
High School Diploma
Windham High School - Willimantic, CT
Skills
• Ability to deal with changes effectively
• Effective at multi tasking
• Strong team player/collaboration
• Ability to work independently
• Communication and Relationship building skills
• Workflow optimization
• Schedule Management
• Bilingual
• Account Receivable
• Insurance biling and verification
• Client development and coaching
• Microsoft Office Suite, Microsoft Word, Outlook, Excel
• Epic
• EMR/EHR
• Administrative Experience
• QuickBooks
• Logistics
• Insurance verification
• HIPAA
• Accounts receivable
• Accounts Payable
• Medical Scheduling
• Personal Assistant Experience
• Medical Records
• Medical Office Experience
• Data Entry
• Medical Terminology
• Cash handling
• Customer service
• English
• Spanish
• Data entry
• Computer skills
• Translation
• Remote Utilities
• Remote Utilities
• Microsoft teams. Zoom and Google suite
Languages
• Spanish - Fluent
• English - Fluent
Certifications and Licenses
Epic Certification
OSHA 10 HealthCare
Assessments
Call center customer service — Completed
November 2021
Demonstrating customer service skills in a call center setting Full results: Completed
Medical terminology — Proficient
April 2024
Understanding and using medical terminology
Full results: Proficient
Administrative assistant/receptionist — Completed
May 2021
Using basic scheduling and organizational skills in an office setting Full results: Completed
Medical billing — Completed
April 2024
Understanding the procedures and forms used for medical billing Full results: Completed
Work style: Professionalism — Proficient
May 2021
Tendency to be accountable, professional, open to feedback, and act with integrity at work Full results: Proficient
Customer service fit — Completed
March 2021
Measures the traits that are important for success for customer service roles Full results: Completed
Customer focus & orientation — Proficient
April 2024
Responding to customer situations with sensitivity Full results: Proficient
Filing & organization — Proficient
April 2024
Arranging and managing information or materials using a set of rules Full results: Proficient
Customer service — Proficient
April 2024
Identifying and resolving common customer issues
Full results: Proficient
Written communication — Proficient
May 2024
Best practices for writing, including grammar, style, clarity, and brevity Full results: Proficient
Legal skills — Proficient
August 2022
Supporting legal procedures, preparing documents, doing research, and collecting client information in a legal setting
Full results: Proficient
Medical receptionist skills — Completed
July 2022
Managing physician schedules and maintaining accurate patient records Full results: Completed
Work style: Reliability — Proficient
October 2022
Tendency to be reliable, dependable, and act with integrity at work Full results: Proficient
Attention to detail — Completed
August 2022
Identifying differences in materials, following instructions, and detecting details among distracting information
Full results: Completed
Bookkeeping — Completed
October 2022
Calculating and determining the accuracy of financial data Full results: Completed
Food service: Customer situations — Proficient
April 2024
Identifying and addressing customer needs in a food service setting Full results: Proficient
Spreadsheets with Microsoft Excel — Proficient
October 2022
Knowledge of various Microsoft Excel features, functions, and formulas Full results: Proficient
Managing accounts in QuickBooks — Completed
May 2024
Using QuickBooks software to manage business financials Full results: Completed
Workplace English — Proficient
April 2024
Understanding and using English in work situations Full results: Proficient
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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