Customer Service Help Desk

Aurora Carmona

**** **** ****** ****** 718-***-**** *********@*****.***

Profile

Solution Analyst with 5+ years of experience in resolving complex service requests, managing teams, and enhancing customer service. Proficient in issue tracking software and adept at prioritizing tasks for effective resolution. Demonstrates strong problem-solving and communication skills, combined with a knack for recruitment and time management. Multilingual abilities enhance customer interactions, particularly with Spanish-speaking clients. Eager to apply these skills to drive efficiency and quality in a dynamic environment.

Experience

Solution Analyst, Oracle/Cerner, Remote april,2022-Feburary,2025

Responsible for service request investigation and resolution (supporting internal and external clients).

Developing education/knowledge transfer materials for associates and clients, providing input for defining user needs and solution-specific testing.

Solution Analysts will investigate, analyze, and provide comprehensive solutions for service requests by using applicable monitoring and troubleshooting tools.

Analyze verified Trouble Tickets and assign a classification, priority, and severity to facilitate timely and appropriate processing of the issue

Experience with issue tracking/help desk software

Analyze verified Trouble Tickets and assign a classification, priority, and severity to facilitate timely and appropriate processing of the issue

COVID-19 PROGRAM NYCHH, Remote JUNE 2020-DECEMBER,2021

Assisted with training and developing new team members in company policies, procedures, and standards.

Managed daily workloads by organizing effective schedules and delegating task

Brought in well-qualified employees to fill important vacancies, targeting recruitment strategies to reach key candidates.

Oversaw employee training and all staff management tasks.

Establish accounts for new users and assist with password or login problems

Spoken Spanish to Clients who needed a translator

Patient Liaison Coney Island Hospital, Brooklyn, NY AUGUST 2019-MARCH 2020,

Familiar with computer software programs, including Excel and Access

Competency in report writing and graphs and table creation

Uses Epic appointment schedules as appropriate to confirm appropriate placement. Maintains patient visit log

Directs patients to next available Patient Access Technician promoting collaborative care

Intervenes, problem solves, responds as appropriate to reduce issues/concerns regarding quality of care and/or customer services. Communicates wait times

Establishes and maintains positive rapport with patients/families/guests and staff to promote interpersonal relations and teamwork consistent with the Medical Center's mission

Spoken Spanish to Clients who needed a translator

Education

Medical Billing and Coding Specialist, Cuny Kingsborough Community College, Brooklyn,NY

Collection and reimbursement by insurers.

Knowledge of office procedures and billing to include scheduling patients for laboratory, surgical, and testing procedures, completing patient charts, and accounting practices.

Hands-on use of state-of-the-art medical software “Medical Manager” to perform electronic billing exercises; SequelMed.

A comprehensive understanding of major medical insurance, Medicare, Medicaid, Wgorker’s Compensation, No-Fault, Disability, and some commercial carriers.

Trained in ICD-10 coding, CPT CODING, medical terminology, data management, data entry, conducting billing practices, and other administrative tasks.

Communication Arts/ English, St. Francis College, Brooklyn,NY

Skills & Abilities

Communication skills

Friendly and approachable

Organized and attentive to detail

Computer skills

Ability to multitask

Technology Adaptability

Customer focus

Active Listener

ICD- 10

CPT Codes

HCPCS

Medical Terminology

Insurance Terminology

HIPAA/ Patient confidentiality

Data Entry

Data Management

Electronic Health records

Microsoft Office Systems (Word, Excel, Office)

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