Customer Service Call Center

HC

HOPE CASTANON

****.********@*****.*** 858-***-**** San Diego, CA 92123

Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling customer oriented inquiries according to company standards. Data Collection

Paperwork Processing

Inbound and Outbound Calling

Data Entry

10-Key

Medical Terminology Knowledge

Problem-Solving Abilities

Microsoft Outlook

Computer Proficiency

Customer Relationship Management (CRM)

Microsoft Excel

Courteous Demeanor

Credit Card Payment Processing

Technical Support

Typing Proficiency

Documentation

Multi-Task Management

Follow-Up Skills

Customer Service

Positive and Professional

Customer Relations

Critical Thinking

Call Center Operations

Willis Towers Watson San Diego, CA

Customer Service Representative-Remote

09/2023 - Current

Answer incoming calls and questions regarding Pension and Health and Welfare Benefits.

Make outbound follow up calls to provide informational updates to participants of the pension and Health benefits.

Provide excellent customer service according to the standards of the client. High level attention to detail and the ability to multitask. Ability to understand detailed instruction.

Experience with Health and Welfare especially during Annual Enrollment. Have call center experience especially work from home/remote. Adhere to my assigned work schedule, average handle time and after call work.

Proficient in computer software, English language writing and speaking. Live web chat

Tandem Diabetes San Diego, CA

Customer Technical Support - Remote

01/2023 - 09/2023

Remote customer technical support call center

Responds timely to incoming calls from patients and other departments to help resolve issues with the Tandem t:slim X2 pump and pump supplies Assists with education/inquiries from patients

Using approved communication guidelines, responds to customer concerns or inquiries

Answers questions and troubleshoots issues related to use of the Tandem's Summary

Skills

Experience

insulin pump, its Software, integrated Mobile App, online t:connect patient portal, and integration with CGM medical devices

Demonstrates good judgment in selecting methods and techniques for obtaining solutions in responding to patient requests Ability to work in a technical environment providing solutions and services to patients that on occasion may be in a stressful situation; ability to defuse situations

Uses training materials and process flow charts to record accurate and thorough documentation of patient contact calls and emails within the CRM system

Makes outbound calls to patients to follow up on status and any further assistance/troubleshooting needed

Provide excellent customer service to any person calling in to the company Maintain an excellent working relationship with fellow team members Stay up to date with learning/training modules

Process credit card payments for purchased supplies, loaner pumps, expedited shipping.

Corestaff/Swipejobs - Maximus San

Diego, CA

Customer Service Specialist - Remote

02/2022 - 01/2023

Remote Call Center, Data Entry, Fact Finding and Eligibility Determination for CA EDD/Unemployment Claims

Responsible for reviewing and investigating unemployment claims with issues to determine if claimant is eligible or disqualified for unemployment benefits

Analyzing claim information to identify discrepancies or missing information

Assessing information against requirements based on UI code, BDG's, policies and procedures

Place outgoing calls to claimants and employers

Answer incoming calls from claimants and employers Keep accurate documentation to be submitted with claim determination. Sharp Hospital/Healthcare San Diego, CA

Monitor Technician/Telemetry

Technician/Clerk

07/2012 - 02/2022

Monitor Technician/Telemetry Technician: -Practice and uphold the core values of Sharp Healthcare

Maintain patient safety

Maintain open communication with RN's, MD's, Lead, Rapid Response RN with rhythm changes, arrhythmias, life threatening rhythms and concerns Measure and interpret waveform data

Responsible to independently observe and interpret cardiac rhythms and accurately document in patient medical record

Demonstrate proficient skills to identify patient arrhythmias and life threatening rhythms

Monitor cardiac rhythms using ECG equipment

Work alongside RN's to inform and notify Charge RN's of any foreseen risk factors in patients

Clerk: -Answer incoming calls from patient family members, MD's, other departments

Place calls out to other departments to schedule tests and request results and patient records

Arrange for basic medical transport for patients going out to tests, skilled facilities, other acute care facilities

Prepare patient records/paperwork for discharge and transfer to other medical facilities.

Palomar Pomerado Hospital Poway, CA

Monitor Technician/Telemetry

Technician/Clerk

08/1998 - 04/2012

Monitor Technician/Telemetry Technician: -Practice and uphold the core values of Sharp Healthcare

Maintain patient safety.-Maintain open communication with RN's, MD's, Lead, Rapid Response RN with rhythm changes, arrhythmias, life threatening rhythms and concerns

Measure and interpret waveform data

Responsible to independently observe and interpret cardiac rhythms and accurately document in patient medical record

Demonstrate proficient skills to identify patient arrhythmias and life threatening rhythms

Monitor cardiac rhythms using ECG equipment

Work alongside RN's to inform and notify Charge RN's of any foreseen risk factors in patients

Clerk: -Answer incoming calls from patient family members, MD's, other departments

Place calls out to other departments to schedule tests and request results and patient records

Arrange for basic medical transport for patients going out to tests, skilled facilities, other acute care facilities

Prepare patient records/paperwork for discharge and transfer to other medical facilities.

Dr Edmond Chan Poway, CA

Billing Specialist/Insurance Claim

Submission

10/2009 - 07/2010

Performs complex clerical and accounting functions for patient billing including verification of invoice information, maintenance of third party billing records and resolution of problems

Follow up on submitted claims and patient billing

Resubmit claims or correct inaccuracies accompanied with physician notes Collect and review referrals and pre-authorizations Monitor and record all payments made by patients and insurance companies

Follow up on missed payments and resolve financial discrepancies Set up payment plans for non insured patients.

Manor Care Poway, CA

CNA/Patient Care

02/1998 - 12/1998

Delivers direct care to patients (bathing, toileting, feeding, grooming, etc.) as directed by the RN or LPN in charge

Always maintains patient comfort and safety

Follows all departmental policies and procedures as well as safety, environmental, and infection control standards

Adheres to the facility's Core Values and mission with complete regard for the dignity of each person

Assist RN with admitting, transferring and discharging patients Assist with restorative and rehab care with proper instruction and supervision

Maintain accurate patient documentation.-Maintain healthcare provider CPR requirements and demonstrate ability to perform Maintain HIPAA for patient privacy according to the law. Carmel Mountain Healthcare

CNA/Patient Care

03/1997 - 02/1998

Delivers direct care to patients (bathing, toileting, feeding, grooming, etc.) as directed by the RN or LPN in charge

Always maintains patient comfort and safety

Follows all departmental policies and procedures as well as safety, environmental, and infection control standards

Adheres to the facility's Core Values and mission with complete regard for the dignity of each person

Assist RN with admitting, transferring and discharging patients Assist with restorative and rehab care with proper instruction and supervision

Maintain accurate patient documentation

Maintain healthcare provider CPR requirements and demonstrate ability to perform

Maintain HIPAA for patient privacy according to the law. Trinity Christian Academy San Antonio,

Texas

Pre-K Teacher

08/1995 - 03/1997

Oversee children between 3-5 years old in one of four classrooms, preparing them for kindergarten

Communicate daily with parents in written and verbal forms Mentor, support and coach the teaching fellow and teaching assistant in the classroom

Encouraging and monitoring social interactions between children Instilling a sense of respect and discipline, so that children work effectively in a classroom setting

Supervising children outside of class time, such as during lunch, out on the playground, or on field trips

Have excellent communication skills

Be creative when planning lessons that engage young students. Manor Care San Antonio, Texas

CNA/Patient Care

07/1995 - 03/1997

Delivers direct care to patients (bathing, toileting, feeding, grooming, etc.) as directed by the RN or LPN in charge

Always maintains patient comfort and safety

Follows all departmental policies and procedures as well as safety, environmental, and infection control standards

Adheres to the facility's Core Values and mission with complete regard for the dignity of each person

Assist RN with admitting, transferring and discharging patients Assist with restorative and rehab care with proper instruction and supervision

Maintain accurate patient documentation

Maintain healthcare provider CPR requirements and demonstrate ability to perform

Maintain HIPAA for patient privacy according to the law. Scripps Memorial Hospital La Jolla, CA

PBX/Communications Operator

12/1993 - 08/1994

Handles basic questions about the business, including hours of operation, directions and phone numbers for individuals and departments Receive incoming calls to the main switchboard/Private Branch Exchange, routing them to the appropriate department or person and takes messages as needed

Calling and paging appropriate emergency staff for in house hospital codes Becomes the physician answering service after business hours and routing medical questions and concerns to the appropriate on call physician. St Francis Medical Center Honolulu,

Hawaii

PBX/Communications Operator

06/1992 - 12/1993

Handles basic questions about the business, including hours of operation, directions and phone numbers for individuals and departments Receive incoming calls to the main switchboard/Private Branch Exchange, routing them to the appropriate department or person and takes messages as needed

Calling and paging appropriate emergency staff for in house hospital codes Becomes the physician answering service after business hours and routing medical questions and concerns to the appropriate on call physician. Chaminade University Honolulu, HI

Some College (No Degree) in Computer Science

Palomar Community College San Marcos, CA

Some College (No Degree) in Pre-Nursing

Miramar Community College San Diego, CA

Some College (No Degree) in Pre-Nursing

My joy when not at work is my family. I spend majority of my weekend free time at a soccer field being my kids #1 fan and cheerleader.

I love crafting and always have different projects happening at once. I always make time to volunteer for the community through my church. When I worked in Healthcare I received the Nurse Support Award for the year which is a huge honor in a big healthcare system. I was extremely humbled and thankful to have received the award. I was appointed to being a part of a strategy group during my time in healthcare. Education and Training

Activities and Honors

Accomplishments

Contact this candidate