VICTORIA DIAZ

Pensacola, FL ***** 407-***-**** adx7pu@r.postjobfree.com

PROFESSIONAL SUMMARY

Customer Service Specialist with a background in healthcare services offering 13+ years of diverse experience. Possesses exceptional organizational, data management, problem solving, leadership and written / spoken communication skills. Supervised teams of up to 8 direct reports. Proven ability to manage dynamic customer service requirements and resolve conflicts in a professional, diplomatic, and confidential manner. Maintains a high degree of empathy, tact, and diplomacy when advising customers and dealing with sensitive issues. Solid track record for securely handling sensitive and confidential information.

• Office Management

• Data Entry

• Microsoft Office Suite

• Problem Solving

• Team Development

• Administrative Support

• Records Management

• Sales & Promotions

• Scheduling & Coordination

PROFESSIONAL EXPERIENCE

Data Entry Specialist / Front Desk Supervisor, Water’s Edge Dermatology- Ocala, FL 04/2016 - 01/2023

• Partnered with leadership, providers, and staff to manage location operations, including patient care and retention, personnel management and front and back-office workflow.

• Served as the escalation point for the team on unresolved patient issues and flag business and potentially contentious issues to senior management.

• Monitored and maintained performance practice standards; ensured defined target standards for number of patient appointments, staff productivity, patient experience and other business performance standards were met.

• Assisted with onboarding process by training and evaluating new team members.

• Analyzed and provided support for billing related issues to internal teams for review or correction.

• Entered patient information and account data from source documents within time limits.

• Compiled, verified for accuracy and sorted information to prepare source data for computer entry or migration between EMR/EHR systems.

• Reviewed data for deficiencies or errors, correcting any incompatibilities and checking output. Authorization Specialist, Diagnostic & Imaging Center - Belleview, FL 04/2014 - 04/2016

• Performed verification of insurance benefits for patients online or via phone.

• Obtained authorization for diagnostic studies, MRI, CT, and Nuclear Medicine from insurance providers.

• Notified patients of deductibles, co-insurance and/or copays for diagnostic studies.

• Notified primary care physicians regarding referrals and scheduling of patients.

• Regularly follow up with insurance companies regarding authorization and benefits prior to procedure date. Wireless Sales Consultant, Best Buy Mobile - Gainesville, FL 07/2013 - 02/2015

• Greeted customers and discussed their needs regarding the latest technology with interactive demos onsite.

• Drove financial performance of assigned area by ensuring sales and profit goals were achieved by identifying customer’s needs and recommendations.

• Negotiated with customers and keeping positive customer relationships.

• Handled customer service issues by email, phone or in-person and educating on account adjustments.

• Guaranteed compliance with company policies and procedures with customer accounts, maintain quality assurance standards.

Retail Sales Associate, T-Mobile USA Inc - Ocala, FL 06/2010 - 07/2013

• Built customer confidence by making the store experience un-carrier authentic, interactive, engaging and reassuring.

• Described merchandise and explained uses and benefits.

• Utilized consultive selling skills to solve customer problems and/or meet the customer’s needs.

• Completed training on in-store experience, new skills and processes, knowledge of systems and reference resources.

• Guaranteed compliance with policies and procedures with customer accounts, maintain quality assurance standards. EDUCATION

Associate of Science Health Care Management, Rasmussen University Certificate Medical Billing and Coding

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