Customer Service Patient Advocate
Resume:
HILDA C. AGUILAR
980-***-****: ********.*******@*****.***
I am seeking full-time employment that challenges my skills and abilities. I am very ambitious and strive to be successful at everything I do. I can communicate effectively at all levels to accomplish goals and I possess a good balance of analytical and interpersonal skills. With a positive attitude, strong work ethic and eagerness to learn, I aspire to succeed in any responsibility.
EDUCATION
HARDING UNIVERSITY HIGH SCHOOL,
Charlotte, NC
Graduated from Advanced Placement Program
Class of 2014
• Took rigorous Advanced Placement (AP) Courses-Relevant Courses: English, Literature, Mathematics, American Government, and Psychology
PROFESSIONAL EXPERIENCE
AccessOne
Fort Mill, SC
PAC Team Lead
October 2020-Present
●Manage administrative duties while focusing on my team
●Handles escalate supervisor calls and making sure the account holder is content
●Lead and motivate team by maintaining a positive and professional environment
●Problem solver, excellent communicator, and decision maker
●Handles back-end coding for Prisma accounts
●Coaching for team members and open to feedback from each patient advocate
●Conducting training class for new team members
●Organize training material and training agenda
●Responsible for distributing information to my team by holding team meetings
●Successfully monitors team performance and help each individual meet goal
●Handling client request such as pulling call recordings and completing audits for patient advocate
●Being adaptable and flexible to new changes
AccessOne
Fort Mill, SC
Patient Advocate
March 2019- October 2020
Handles incoming calls from account holders and potential clients
always Maintaining a positive and professional attitude towards account holders
Processed new applications for future account holders
Utilize work material and leadership skills to resolve a conflict and follow up with account holders
Take payments over the phone
Strong multi-tasking skills and fast learner to ensure great customer service satisfactory
Reach out to account holders for future payment plans
Explained to future account holders’ different types of payment plans
Assisted with administrative duties such as secure messaging and denied applications while maintaining by productivity goal
Putting accounts under review to verify accounts balances
Met productivity goal daily
Lash Group
Charlotte, NC
Patient Case Coordinator October 2017- February 2019
Responsible for undertaking the management of specific projects assigned, and documented each activity in program database
Utilized Microsoft Word, Excel, Outlook, PowerPoint, and company database.
Made outbound calls to Medical Doctors Office's and contacted patients for assistance with reimbursements for medications
Conducted customer service inbound and outbound calls, with the ability to answer patient’s clinical questions, followed up with patient and providers via phone, email, and fax to ensure satisfaction
Strong attention to details on each patient’s account and updated necessary changes accordingly
Demonstrated phone-based customer service skills and strong decision making while working in a fast-paced environment, completing 160 patient records per day
Explained insurance benefits to patients, healthcare providers, and identified healthcare coverage for patients
Advanced knowledge of pharmaceutical distribution industry
Transferred patients to foundations for financial assistance
Ability to focus in hectic situations and very flexible on changes made on assigned projects
IQor,
Charlotte, NC Customer Service Agent
August 2016 - June 2017
Handled inbound and outbound calls with customers diligently and determined solutions for each call, as well as fulfilled customer complaints and resolve customers issues
Consistently researched required information using available resources as well as processed payments up to $3500
Ability to surpass quality assurance requirements and other key performance metrics
Recorded customers information and actions taken, review the cases and update customer accounts
Processed orders, applications, and respond to customers questions in a timely and professional manner
Assisted customers with technical issues on the company website and escalated any issues to management appropriately.
Badcock Home Furniture & More
Charlotte, NC
Sales associate
January 2015- May 2015
Completed inbound calls from clients and new customers in a professional manner
Obtained customer information including names, addresses, payment methods and compiled them in a secure customer database, also handled and filed confidential documents
Maintained product knowledge, and store appearance, arranged transfers and delivery dates with clients
Efficiently dealt with a high volume of demanding customers and operated at any position within the line of business
Built strong relationships through interactions with customers, management, and colleagues
Prepared sales contracts/quoted prices, handled customer payments such as cash, credit cards or checks accounting for over $10,000
Proficient at selling warranties and utilizing promotions to capitalize repeat clients and surpass sales goals
Create relationships through outbound calls to sponsors, vendors, partners
Abercrombie and Fitch
Charlotte, NC
Sales Associate/Cashier September 2013 – December 2014
Work on a cash register, handling and accounting for over $2,500
Provide outstanding customer sales and service through handling specific orders and requests
Build relationships through interactions with customers, management, and colleagues
MEMBERSHIPS, SKILLS, AND ACTIVITIES
Language Skills: Fluent in Spanish and English
Skills and Accreditations: Proficient in Microsoft Word, PowerPoint, Excel, and Outlook. Experience running cash register and POS system handling and accounting for $10,000
Communication skills: Great interpersonal skills, excellent written and verbal communication, empathic listener, and proficient at professional speaking., Exceptional working with teams, integrity, professional, dependable
Activities & Interests: Avid runner, sports enthusiast, Soccer (Harding University High School - Varsity 2012-14)
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