Patient Care Customer Service
Resume:
Resume*******...
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TOLINA DEGONZALES 702-***-**** ********@*****.***
CUSTOMER & PATIENT SERVICES PROFESSIONAL CUSTOMER SERVICE - PATIENT CARE - HEALTHCARE SUPPORT
Motivated, and highly trained professional with 10+ years' experience delivering exceptional customer and patient care services, both in business and health service sectors. Quality-focused, self-driven, and committed to achieving organizational goals and objectives, while providing value- added services that improve the lives of my customers and community.
CORE COMPETENCIES & SKILLS
Top-rated Customer & Client Services Effective, Professional Communication Medical & Insurance Systems Knowledge Problem Solving & Complaint Resolution Managing Schedules & Appointments Patient Care & Health Services Support
Professional Experience
MEDICAL PATIENT SCREENER Desert Radiology Partners
Order Processing & Data Entry Managing & Directing Inbound Calls Conducting Outbound Service Calls Self-Motivated & Goal-Focused Microsoft Office & Clinical Applications CNA, CMA, & Hospice Care Advocate
Greet patients with appointments or walk-in x-rays, verifying referral forms
• Assist patients with wheelchairs, addressing their needs and providing updates on their status Screened patients following COVID guidelines, checking temperature, assuring distancing and masking Establishing trusting, collaborative relationships with staff for efficiency of patient flow • Assisting with office operations, assisting with sign-in/out badges for vendors, and distributing mail
CUSTOMER SERVICE REP II
LogistiCare
• Coordinate reservations and transport of Medicaid recipients to get to and from their medical appointments including surgery, mental health, substance abuse, and physical therapy Manage, track and verify appointments for urgent visits Educate members on policies, procedures, and insurance authorizations Transmit medical forms to physician offices and facilities • Establish and maintain strong, trusting relationships with medical staff and counselors to assure accuracy, and a positive patient experience
PHARMACY HELP DESK/MEMBER SERVICES AGENT Expert Global Services
Handled inbound calls for prescriptions, faxing doctors and insurance companies for authorizations • Prior Authorizations, refill, renew, process rejected claims, eligibility • First-line of contact with customers, setting the tone for a positive experience Provided clear and accurate information to help customers make better health decisions • Worked efficiently in a fast-paced, deadline-driven setting that required high attention to detail and the ability to multi-task
• Promoted a positive team experience and continuously sought opportunities for process improvements that ultimately improved the customer experience Handled high volume of inbound calls and correspondences, including emails, faxes or written letters • Ensured questions and issues were resolved promptly and accurately Was recognized for being able to effectively handle complaints and complex issues • Worked collaboratively with internal and external business partners to provide solutions, taking responsibility for following through and bringing outstanding issues to closure
ROOM RESERVATIONS SPECIALIST
TEG Eastridge/Vegas.com
• Supported the Room Reservations Clerks in all aspects of the reservations and guest services processes • Resolved both clerk and guest questions, in person and via phones
Tracked all attendance, i.e. sick calls, early outs, tardies, lunches and overtime Clocked agents in and out daily, and handled adjustments • Collaborated with property management team to troubleshoot and resolve issues Promoted a positive and energetic image when dealing with reservations changes Effectively motivated employees through positive re-enforcement • Processed department reports to track trends and opportunities for improvement • Developed expertise in computer reservation systems as well as Microsoft Word and Excel
SECURITY OFFICER G4S Security Solutions/COX Comm • Performed security patrols of designated areas
• Watched for irregular or unusual conditions that created security concerns or safety hazards • Coordinated with police and fire department teams when dealing with unauthorized persons Observe departing personnel and protected them against theft or physical harm Investigated and prepared reports on accidents, incidents, and suspicious activities • Maintained written, detailed logs on all activities and reported to client contacts • Provide positive and helpful assistance to customers, employees and visitors
Education, Certifications, and Training
Educational Institutions:
LV Professional Institute of Technology and Accounting • College of Southern Nevada Nevada Career Institute
Achievements:
• Certified Medical Assistant
Certified Nursing Assistant
Pharmacy Help Desk Training • Patient Services Training Internship Family Behavioral Practice • Volunteer - Hospice Care Advocate
References and recommendations available upon request.
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