Customer Service Worker

Esmeralda Vera

**** ***** ******* **** ********, VA 23225 804-***-**** ***************@*****.*** PROFESSIONAL PROFILE

Customer service-oriented professional who can provide timely and accurate data to ensure reimbursement for patient services and communicate effectively with co-workers, patients, and staff. Follows policies, procedures, and guidelines to ensure quality.

Bilingual – Fluent in English and Spanish.

American Red Cross Basic Life Support (BLS) Certified. Recently Renewed ex:2024

Team player who performs at high levels of productivity in fast-paced environments without missing a deadline.

Shows sound judgment and good decision-making when dealing with problems.

Follows directions to ensure accurate and timely completion of duties.

Microsoft Office Applications – MS Excel, MS Word, MS PowerPoint, MS Outlook; Zoom Communication Platform.

Typing Speed – 38 WPM.

KEY QUALIFICATIONS

Medical Practice Management Systems Medical Terminology Medical Records HIPAA Compliance Insurance Verification Insurance Claim Processing Reimbursement Processing Revenue Cycle Management Medicare / Medicaid Government Payers Third Party Payers CPT & ICD-10 Coding Medical Billing Medical Office Medical Administrative Patient Registration Data Entry EDUCATION

Ultimate Medical Academy Associate of Science Degree / Health Sciences – Medical Office and Billing Specialist, 2021 Ultimate Medical Academy HIPAA Essentials for Healthcare Professionals Certificate Grand Canyon University: Bachelor of Science in Health Care Administration Currently Enrolled WORK EXPERIENCE

Food Lion Retail Grocery Clerk / Customer Service Deli Clerk/Food Service Worker

Greet customers, assist with the selection of deli items, stay knowledgeable of products, and train new employees.

Document food temperatures and lab inspections, stock supplies, count inventory and prepare hot and cold foods.

Ensure procedures are followed and standards are adhered to, and clean work areas, tools, and equipment. Sodexo/ Johnston-Willis Hospital – Richmond, VA 01/2019 – 03/2021 Dietary Nutritionist / Food Service Worker

Welcomed customers and patients, abided by food allergy and dietary restrictions, and communicated with staff.

Helped with the preparation of menu items, storing food properly, and helped patients with opening and cutting items.

Attended in-service training and safety meetings, trained new staff, worked on tray line, and distributed food. Food Lion Retail Grocery Store – Richmond, VA 07/2015 – 01/2018 Customer Service Desk Representative

Provided customer service, resolved complaints, kept the front end in order and oversaw up to 6 cashiers.

Stayed aware of register functions and front-end accounting services and completed cash reports and register checkups.

Completed deposits, processed Western Union, money order, lottery, and Coin star transactions.

Counted register tills at end of shifts, deposited money into safe, and recorded and filed all reports.

Answered inbound phone calls, assisted with counting inventory, and ordered supplies. UNITED CALL CENTER: Remote CUSTOMER SERVICE/ AETNA CVS CAREMARX 11/2021-04/2022 Esmeralda Vera (cont.)

Responsible for providing needed information and resources to clients via phone, chat, and email.

Resolve escalated client concerns and crises on a need basis.

Possible solutions be solutions to clients’ complex scenarios to escalation.

I am highly efficient with online software and tools.

I can work remotely.

Provide exceptional customer service to clients and identify and recommend improvements for quicker and more efficient customer service delivery.

Friendly, people-person, and love connecting clients with community resources.

Refills, transfer calls engage with Pharmacy tech and with Dr. providers. Some Medication RX. Need Prior Authorization.

Provide Reimbursement to Clients.

Update Client’s Information/ Discuss Clients Insurance Rates for the Year.

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