Customer Service Support Specialist

IRENE MANRIQUE

Bilingual Customer Service Representative

346-***-**** · *****************@*****.***

Energetic Client Support Specialist with 24+ years of experience, Building strong customer relationships. Patient-focused professional with proven track record of exceeding patient expectations and providing exceptional service. Excellent communication skills, with the ability to quickly develop rapport with patients and resolve complex service issues. Skilled in using CRM and help desk software to effectively manage patient accounts.

Experience

Client Support Specialist/CSR

PFS GROUP, Houston, TX

January 2015 - June 2023

Performed data entry tasks accurately while adhering to company standards for quality assurance.

Provided excellent customer service by responding to inquiries in a timely and professional manner.

Processed incoming payments from customers utilizing appropriate payment processing systems.

Utilized problem-solving techniques to resolve customer complaints and issues quickly and efficiently.

Demonstrated strong communication skills by listening attentively and effectively conveying information to customers.

Assisted patients with navigating online portals for financial applications or submitting payments securely.

Assisted with training new employees on how best serve clients' needs.

Adhered to HIPAA regulations when handling confidential patient information.

Patient Service Representative

XAM BUSINESS, Houston, TX

January 2007 - January 2015

Maintained detailed records of customer information in a secure database system.

Responded to telephone inquiries and complaints following standard operating procedures.

Possessed excellent customer service skills to answer questions from patients concerning their bills in a professional manner.

Utilized problem solving techniques to resolve complex payment issues with insurance companies or government agencies.

Demonstrated ability to effectively communicate with patients, insurance companies, and other healthcare providers regarding billing inquiries.

Trained new employees on customer service standards, processes, policies.

Top Collector 7 years in a row

Maintained strict confidentiality of protected health Information to comply with HIPAA regulations.

Education

GED

Harris County Education Department, Houston, TX, US

January 2006

Languages

Spanish

Fluent

Skills

Adaptability

Data entry

Medical Insurance Verifier

Effective communication

Teamwork

Willingness to learn

Resolution specialist

Outbound/inbound calling

Microsoft Word

Client Rapport-Building

Client Development and Retention

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