Cathy Ann Gonzalez

**** ** ***** *******, *****, FL. 33015 / 305-***-****/ adz1vl@r.postjobfree.com

PROFESSIONAL EXPERIENCE

DENTAQUEST April 3, 2019 - September 2022

Customer Service Representative

• Respond to customer inquiries in a courteous and professional manner.

• Research assistance requested and consistently provides accurate information to resolve internal and external member and provider inquiries via verbal and written communications through all channels including phone, email, web portal, and chat interactions.

• Thoroughly and completely document all customer interactions.

• Educates customers and dental professionals on eligibility, benefits, claims payment, and authorizations.

• Provides directions on the usage and benefits of self-service tools.

• Assist members on gaining access to care by locating a network dentist or assignment to a primary care dentist.

• Appropriately routes inquiries to the necessary departments or individuals when resolution of the inquiry is beyond the span of control of this role.

• Meets or exceeds individual, department, and client specific goals.

• Understands and adheres to all administrative and contractual policies and procedures.

• Contributes to the success of the organization by suggesting ways to improve the service delivery processes.

• Other duties as assigned.

INDEPENDENT LIVING SYSTEM September 2017 -April 2019 Call Center Agent

• Manage a large amount of inbound and outbound calls in a timely manner 90 to 100 per day.

• Perform outbound calls to obtain Satisfaction Surveys from our customers.

• Receive inbound call from representatives (Humana and Care Plus) and assist with member discharged plan.

• Place Post Discharge Meals orders for our members once they have been discharged from the Hospital or Rehabilitation Facilities

• Act as a liaison between members and representative (Human and Care Plus) CEDA ORTHOPEDIC AND INTERVENTIONAL MEDICINE June 2016- September 2017 Medical Call Center Representative

• Schedule appointment for patients

• Answer telephone promptly and in a polite and professional manner

• Obtain and enter accurate patient information.

• Schedule appointment (review appointment date, time, location and provider name with caller)

• Inform caller of items to bring to the appointment (including insurance card, medications, office visit fee, verification of income, and other applicable information)

• Remind caller to arrive 15 to 30 minutes before scheduled appointment to complete paperwork.

• Remind caller to cancellation/no-show policy.

• Answer questions and offer other information, as requested, to provider patient -focused service and a positive impression of the health Center.

• Act as a liaison for patient and the health Center

• Use sound judgment in handling calls and understanding of what to escalate calls to management. BANKUNITED N.A. November 2005- June 2016

Receptionist/ Teller

• Processed standard teller transactions for customers

• Served client accounts

• Accepted loan payments

• Managed safe deposit box payments

• Cashed checks

• Balanced cash drawers

• Handled night deposits

EDUCATION

Miami Dade College

Associates Degree of Travel and Tourism 1984

North Miami Beach Senior Hight School 1982