Customer Service Call Center

Geraldine Berry

303-***-****, *********@*****.***

Professional summary

Friendly and reliable customer service professional with over 5 years of experience in fast-paced call center and retail environments. Skilled at handling customer inquiries, resolving issues efficiently, and maintaining high satisfaction rates. Known for patience, clear communication, and a positive attitude.

Skills

Bilingual (English and Spanish), EPIC, Microsoft Office, Appointment Scheduling, Insurance Verification, Medical Terminology, Customer Service, Data Entry, Medical Records Management, customer retention strategies, conflict resolution.

Employment history

Member Service Customer Care-April 2024-Present

April 2024-Present (Agency Temp)

Member Core: Facility Inquiry, Web Support, Promote KP. Org, Order ID Card, Complaint, ID Card Inquiry, Service Review.

Member Advance: Eligibility Inquiry, Benefit Inquiry, General, Complaint, Correspondence Inquiry, Add/Remove Dependent, Service Review, New Member Experience, Internal Regional Request, IVR Defaults. Medicare (For up to two (2) regions)

Premium Billing Enterprise: Billing Inquiry, Make Payment, Complaint, EFT Inquiry, General, Reinstatement Request, Service Review. KPC Billing, 1095 Tax Form, SLP*

Represents Health Plan by answering and documenting all incoming contacts to determine their nature and to respond to complex calls related to specialized product lines or queues

Patient Service Coordinator, 2023 – April 2025

Intermountain Health Heart & Vascular

•Scheduled appointments, enhancing patient satisfaction

• Managed patients' registration and insurance verification

• Streamlined billing processes and financial transactions

• Fostered team communication, boosting operational efficiency

• Innovated medical record management, improving clinical operations

Patient Service Coordinator, Jun 2022 - Jun 2023

Colorado Heart & Vascular

•Verify insurance and referral information prior to seeing physician

• Streamlined administrative processes, including payment posting, batch balancing, and medical records management, improving operational efficiency.

•Provided crucial support in urgent medication refills and medical record requests, contributing to timely patient care and satisfaction.

Patient Care Coordinator, Jun 2021 - May 2022

Critical Care Pulmonary & Sleep Associates

•Processed co-payments accurately, ensuring financial accuracy and patient trust.

•Streamlined administrative processes, optimizing patient flow and reducing wait times, leading to increased patient satisfaction and clinic productivity.

•Implemented new scheduling strategies and patient interaction protocols, contributing to a more efficient and patient-centered care environment.

Education

High School Diploma with Honors, 2008

Englewood High School

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