Call Center Customer Service
Resume:
Crismari Pena
Wesley Chapel, FL *****
****.******@*******.***
Work Experience
Practice Manager
CCMC-Tampa, FL
September 2021 to May 2023
Administrative Specialist II
CLINICAL CARE MEDICAL CENTER - Tampa, FL
September 2021 to May 2023
To manage and supervise the operational and administrative functions, activities, and projects of a clinical care delivery center. Responsibilities include the managing, planning and coordinating of the operations of the clinic to include: Supervising all clinic and office staff, collecting of co-pays or balances due, monitoring delivery of patient services, providing excellent customer service and acting as liaison with patients, businesses, hospitals and physicians. I am in charge of the Medicaid and Medicare and Pediatrics centers. A total panel of 7,800 patients. I was able to reduce disenrollments to 3% from almost 5% before I started. I grew the Medicare center 20% since I acquired this clinic.
• Monitors and oversees the oversees patient engagement.
• Supervises center staff.
• Reports malfunction of equipment and safety issues.
• Assures center compliance of HIPAA laws are met.
• Counsels, disciplines and performs evaluations to identify cause and issues to work on resolving problems.
• Provides reports to management as needed.
• Reviews and approves staff payroll for facilities and call center.
• Supervises center for compliance with licensing, OSHA, HIPAA, state and federal regulations
• Supervises center staff.
• Counsels, disciplines and performs evaluations to identify cause and issues to work on resolving problems.
• Reviews and approves staff payroll for facilities and call center. Practice Administrator
Practice Administrator
Cross Hudson Plastic Surgery-Englewood Cliffs, NJ
May 2018 to March 2020
Certified Biller
Direct back office operations including patient scheduling, appointment management, surgical coordinator, certified biller, HIPPA compliance, patient and provider correspondence, and insurance verification.
Coordinator/Practice Administrator
Center for Vein Restoration-Stamford, CT
December 2014 to February 2018
• Train, mentor and support clinical staff members to consistently deliver exceptional care
• Coordinate with regional management to provide quality services, promote optimal productivity, drive revenue and meet or exceed company goals
• Enforce corporate procedures and policies to encourage employee compliance
• Manage operational practices to help formulate and implement activities to assure safe, quality patient care to members of the Center for Vein Restoration
• Schedule patients to ensure tasks are handled in a timely and efficient manner
• Act as a liaison between facility staff, administrators and patients to provide support
• Maintain a positive and welcoming environment between staff members and doctors Office Assistant
Englewood Knee & Sports Medicine-Englewood, NJ
January 2013 to December 2014
• Oversaw scheduling, managed appointments and maintained confidential documentation
• Monitored all correspondence between office staff, insurance companies and attorneys Emergency Room Technician
Englewood Hospital and Medical Center-Englewood, NJ October 2007 to December 2012
• Implemented care and compassion when cleaning wounds and working with patients
• Performed medical procedures on patients such as EKG's and phlebotomies Triage Technician
Life Path Hospice-Tampa, FL
March 2004 to September 2007
Triage
• Responded to patient/family needs and provided necessary hospice care to clients
• Facilitated nurse assignments to ensure ample coverage was in place at all times Office Manager
Marriott Corporation-Brooklyn, NY
August 2001 to February 2004
• Spearheaded the engineering department and managed the directors calendar and activities
• Executed all work orders and ensured they were completed in a timely and efficient manner Education
High school diploma
Skills
• 8+ years of office administration experience handling busy schedules and daily operations
• Strong communication, detail-oriented, leadership and interpersonal skills
• Trained in scheduling, hiring and retention
• Bilingual/Fluent in Spanish
• Scheduling
• Billing
• EMR
• Office Management
• Marketing
• Customer Service
• Calendar Management
• Triage
• Medical Scheduling
• Medical Billing
• Employee Orientation
• HIPAA
• Healthcare Management
• ICD-10
• Insurance Verification
• Medical Office Experience
• Practice Management
• CPT Coding
• Clerical Experience
• Hospice Care
• Hospital Experience
• Medical Coding
• Medical Records
• Medical Terminology
• Management
• Accounting
• Anatomy Knowledge
• ICD-9
• Epic
Certifications and Licenses
BLS for Healthcare Providers
July 2020 to July 2022
Assessments
Administrative support professional fit — Proficient May 2021
Measures the traits that are important for successful administrative support professionals Full results: Proficient
Office manager — Completed
April 2021
Scheduling and budgeting
Full results: Completed
Indeed Assessments provides skills tests that are not indicative of a license or certification, or continued development in any professional field.
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