Customer Service Specialist

AMBER ENCINAS

Bloomington, IN ***** 520-***-**** *****@*******.***

PROFESSIONAL SUMMARY

Dedicated professional with demonstrated strengths in customer service, time management and multitasking. Good at troubleshooting problems and building successful solutions. Excellent verbal and written communicator with strong background cultivating positive relationships.

EDUCATION

May 2006

Bachelor of Arts (B.A.) - Communications

University of Arizona, Tucson, Arizona

EXPERIENCE

Fresenius Medical Care North America Houston, TX September 2022 - January 2023

Insurance Coordinator

Educated patients, clinical staff, and leadership on financial options based on individual eligibility

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Delivered exceptional customer service to foster strong relationships and build positive experiences with my patients and team.

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• Prioritized worklist tasks of 3 clinics under minimal supervision. Assisted patients with their insurance, grant, and wavier application process by preparing forms and reviewing documents for accuracy and completeness.

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Communicated with patients and staff on financial processes and statuses via in person, email, phone, and teams messaging.

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Reviewed census reports to identify issues and solutions to eliminate backlog and maximize workflows.

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• Prepared weekly and monthly data reports for leadership review. Banner Health Tucson, Arizona

April 2019 - December 2019

Interm Educator

Helped new hires assimilate into workforce and learn computer applications with successful onboarding processes.

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• Established clear goals, requirements and classroom policies for the course. Delivered instruction to biweekly classes of participants with various experience levels and roles within the company .

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Used practice questions, exercises and role play scenarios to review lessons and prepare students for examinations.

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Organized and edited training manuals, multimedia visual aids, and other educational materials.

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Recorded student grades and progress to provide feedback and evaluate program performance to recruiters, leadership, and HR dept.

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SKILLS

Strong oral and written

communication

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• Customer service

• Multitasking

• Proactive

• Problem solving

• Organization

• Computer knowledgeable

• Positive attitude

Banner Health Tucson, Arizona

November 2014 - September 2022

Patient Service Specialist II

Processed authorization requests per each health insurance's guidelines and criteria by phone, fax, and web portal.

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• Prioritized assigned work queue by urgency and priority protocols. Maintained data integrity, keeping accurate and concise documentation of all interactions in the utilized computer systems.

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• Coordinated communication between medical staff, leadership, and patients.

• Maintained privacy and confidentiality of patients in compliance with HIPPA.

• Assisted in the peer interview process and training for department new hires. Contributed ideas and actions to continuously improve patient access-related processes.

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Northwest Medical Center Tucson, Arizona

April 2012 - November 2014

MRI/CT Coordinator

Maintained neat lobby areas and greeted each visitor promptly to determine their needs and direct accordingly.

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Supported optimal patient flows by collecting case history, insurance and personal information prior to appointments.

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• Coordinated referrals, scheduled appointments and organizing related records.

• Dealt professionally with hospital staff and medical clients to enhance relationships. Reviewed weekend CT charges for accuracy and corrected errors before billing office submission.

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• Supported leadership with recommendations on new hires and procedural changes.

• Attended administrative meetings on business flow and growth opportunities.

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