Customer Service Representative

Rosa Rodriguez

Hartford, CT. ****** 959-***-**** ************@*****.***

SUMMARY OF QUALIFICATIONS

Certified Phlebotomist with experience in blood collection, sample preparation, and lab testing in fast-paced healthcare environments. Expertise in venipuncture, capillary punctures, and handling difficult draws, ensuring patient safety and comfort. Proficient in using various lab equipment and maintaining accurate, organized medical records. Strong knowledge of medical terminology, HIPAA regulations, and infection control procedures. Excellent interpersonal and communication skills, with a patient-centered approach to care. Thrives under pressure and models successful leadership. Seeking a position within a field for a continued use of skills and exposure to new training opportunities.

SKILL HIGHLIGHTS

Bilingual; English & Spanish Customer Service Detail Oriented Critical Thinking Data Entry

Conflict Resolution Computer Proficiency Interpersonal EPIC Medical Terminology Adaptability

Infection Control Specimen Collection Time Management Empathetic Communication

PROFESSIONAL EXPERIENCE

Intercommunity Healthcare; East Hartford, CT 01/2023 - 02/2024

Customer Service Representative

Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts

Set up appointments for new and established patient via the EPIC system

Assisted on the crisis line and maintained reporting

Set up transport for clients wanting to attend rehab

Provided effective training to the new representatives and answered any corresponding questions

Ensured the call center was locked and secured at the end of my shift

Jefferson Radiology; East Hartford, CT 12/2020 - 10/2023

Customer Service Representative

Resolved customer complaints with empathy, resulting in increased loyalty and repeat business

Scheduled patients appointment for radiology services

Assisted provider and patient with expediting any escalation calls to supervisor

Prepared accurate reporting and sent them out to the patients as well as provider

Assisted patients in filling out insurance forms and other patient records

CareCentrix; Hartford, CT 10/2015 - 12/2019

Customer Service Associate & Call Center Lead

Helped large volume of customers every day with positive attitude and focus on customer satisfaction

Handled customer complaints professionally, resulting in satisfactory outcomes and positive feedback

Maintained a high level of product knowledge, providing accurate information to customers

Answered customer telephone calls promptly to avoid on-hold wait times

Coordinated home health service and authorization of sleep studies

CERTIFICATION

National Healthcare Association

Certified Phlebotomy Technician

EDUCATION

Tunxis Community College; Farmington, CT

Phlebotomy

Weaver High School; Hartford, CT

High School Diploma

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