Customer Care Call Center

Roselin Morales

Keller, TX *****

Roselin is a detail-oriented and organized professional, while being focused on evaluating patient needs and progression as needed to facilitate enhanced health and growth. She is an enthusiastic, resourceful individual with a professional background in patient relations and customer care. Roselin can establish priorities and meet challenges head-on. She has strong listening, communication, and management skills. She is a level-headed professional who remains calm and effective in extremely difficult and stressful situations. She is excited to have the opportunity to join a growing and reputable company and is available Monday-Friday, 8am-9am to further discuss her qualifications. Professional Experience

Agent Representative August 2018 to Present

Solis Mammography

• Document all applicable patient and procedure data consistently and correctly.

• Handle inbound and outbound calls with patients, doctors, and insurance companies.

• Explain procedures adequately to patients to maximize patient comfort and cooperation.

• Communicate patient information in a professional and courteous manner to patients and to referring physicians’ offices as required.

• Schedule appointments for patients and enter accurate demographic information into the company database. Member Service Representatives April 2017 to August 2018 Molina Healthcare MSR 1

• Addressed member inquiries, questions and concerns regarding enrollment, claims, benefit interpretation, referrals, and authorizations for medical care.

• Managed receiving and responding to written questions and concerns.

• Engaged patients in their care by identifying their needs, providing any clarifying information they need and securing their appointments.

• Handled inbound calls and directed calls to the correct department.

• Provided available information upon request and researched escalated issues as needed. Call Center Representative October 2014 to April 2016 Hometown Dental

• Greeted and prepared patients for dental examinations.

• Coordinated appointment schedules for both the dentist and oral surgeon.

• Completed inventory, supply orders and restocked supplies.

• Reviewed status of waiting room on a routine basis to ensure that patients were being seen in a timely fashion.

• Provided appropriate postoperative instructions as prescribed by dentist.

• Managed invoices, transaction receipts and accurately collected and recorded patient medical and dental histories.

• Investigated past due invoices and minimized number of unpaid accounts.

• Recorded and filed patient data and medical records.

• Confirmed patient information, collected copays and verified insurance. Customer Service Representative April 2012 to November 2013 Reyes Multi Services

• Represented various insurance to perform both inbound and outbound calls and conduct sales.

• Collected customer feedback and made process changes to exceed customer satisfaction goals.

• Provided accurate and appropriate information in response to customer inquiries.

• Addressed customer service inquiries in a timely and accurate fashion.

• Developed effective relationships with all call center departments through clear communication. Education

High School Diploma

Steinmetz Academic Center

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