Customer Service Representative

PAMELA M. GONZALEZ

Baltimore, MD ***** · 443-***-****

************@*****.***

EXPERIENCE

NOVEMBER 2022 – CURRENT

BILINGUAL CUSTOMER SERVICE REPRESENTATIVE, Johns Hopkins Medical System, Baltimore MD

Ensures to follow HIPPA

Handles billing and customer service related issues

Responsible for informing patients about outstanding balances

Guides patients through MyChart

Handles insurances for patients from out of state as well as in state

Responsible for providing Itemized Bills to patient by email or mail

Able to send secure emails for patients

Communicate efficiently with other team members and supervisors to problem solve

Manually documents conversation with patients through EPIC system

Helps patients set payment plans

Able to speak to Law firms, Worker Comp, and other ins reps to help with patients’ issues

Responsible for sending in accounts for review to different depts depending on the patients request

Clarifies explanation of benefits to patients who have questions about coverage

Analyze different hospital and physician accounts

Provides Financial Assistance Application for patients

Efficiently helps patient make payments

Ensures accounts have been reviewed and contacts patients to update them

Removes and adds ins for patients

Assists weekly meetings with supervisor

POS (Epic) (Avaya)

MAY 2021 – SEPTEMBER 2021

OPTOMETRY TECHNICIAN AND SALES ASSOCIATE- MEDICAL ASSITANT, vision Center, Mountain View CA

Filed prescription medicine for the Doctor

Performed a three-part prescreening test for patients

Managed paperwork such as referrals, insurances and prescriptions

Contacted a wide variety of insurances companies

Bilingual support

Organized orders for patients

Faxed patients’ prescriptions

Ensured to follow HIPPA

Responsible for educating patients of proper eyeglasses for their specific prescription

Efficiently monitoring front of the store sales

Able to repair glasses

POS (SDS)

APRL 2021-AUGUST 2021

GUEST SERVICE ASSOCIATE, European Wax Center, Mountain View CA

Processed reservations for guests according to their requests and needs

Informed customers about possible allergies and medication side effects

Monitor nationwide use of memberships

Attend monthly product meetings for sales purposes

In charge of closing shop and handling money

Processes complaints, follow up to ensure customer satisfaction

October 2016 – February 2021

Hostess, Manager ASSISTANT, Bar vazquez, Baltimore MD

Pos (Micros, OpenTable, Rezy)

Receive packages from various vendors

Monitor and answer phones - process reservations, complaints special requests for private events

Prepare floor plans, menus, hostess stand

Assist in monitoring the flow of business/customers

Server- banquets, weddings, business meetings

EDUCATION

SEPTEMBER 2021

GED, BCCC

Attended CCBC to obtain a passing grade in all four levels -

Reading, Social Studies, Math, Science

SKILLS

Customer Service

Admin Support

Teamwork and Collaboration

Adaptability

Time Management

LANGUAGES

Fluent in Spanish

Fluent in English

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