Customer Service Representative

Josinta M. Skipps

*** ******** ******, **** ** • Costa Mesa, CA 92627

949-***-**** • ********@*****.***

PROFESSIONAL SUMMARY

Reliable Customer Service Representative with twenty-plus years of service experience performing multiple duties in both the online/digital EAP (Employee Assistance Program) referral program, and physician medical office: telephone answering and triage, appointment and resource scheduling, insurance verification, revenue processing, charge and payment posting, and patient check-in and check-out according to office specific protocols. Knowledgeable about and follows office protocols regarding HIPAA (Health Insurance Portability and Accountability Act) and patient privacy. Customer and Guest service as an airline personnel, ensuring that guests were accommodated equally and fairly. SKILLS HIGHLIGHTS

Thorough knowledge of digital and phone intake procedures and appointment scheduling

Accurate cash handling and balancing protocols

Experience in electronic medical records

Self-directed and rarely needs supervision a team player with both vendors and office staff

Excellent communication skills with patients, Guests and peers

Bilingual: English/Marshallese — fluent in Marshallese (Marshall Islands) PROFESSIONAL EXPERIENCE

November 2017 - October 2024 Uprise Health Irvine, CA Customer Service Representative

Create accounts for initial intake upon presentation to the Customer Service Rep via phone and communications utilizing the Quick Cap system and the Slack team integration platform. Connect EAP members to the right level of clinical care, and identify high-risk members to connect them to the resources and support they need.

Expect and prepare to deal with critical incident calls as the Employer/Company experiences the death of employees, bank robbery, homicide, or suicide. Such types of calls are documented and immediately transferred to clinical staff.

Continue to monitor patient queues to ensure timely registration processing. Follow established HIPAA protocols for proper patient look-up, and complete patient registration. Obtain required signatures, IDs, and consents for all regulatory requirements. Confirm and communicate patient registration status, in/out of network, and maintain service level to avoid delays in patient care. Facilitate responsive and clear communication with clients/members via phone, email or text to ascertain referral choices from available sources.

Implementing high service level responses for members' access to EAP referrals and resources, including vetting of provider availability.

Coordinate with provider relations to maintain an active listing of available providers and provider status updates.

Seek assistance when needed to maintain 100% service level targets. Meet daily productivity expectations per department standards.

June 2022 – June 2023 Spirit Airlines Miramar, FL

Supervisor, Customer Service

Maintained high standards for all ground operations including assisting passengers on kiosks in the lobby, made announcements and accommodated guests during boarding, check-in, and any irregular operation. Reinforced compliance with FAA, Spirit Airlines, and airport regulations; utilized Navitaire to prepare pre-departure and post-departure reports and passenger manifests. Provided high-level customer service to each Guest by engaging customers and using active listening and effective interpersonal skills. Sustained qualifications as a compliant resolution; acted as an official and baggage service agent; safely operated equipment to and from aircrafts; investigated Guest challenges and sources of dissatisfaction to offer timely resolutions. Oversaw ticketing, gate and ramp services; escorted disabled passengers from the terminal to aircraft; tagged baggage and routed them to appropriate pick-up destinations. September 2021 – June 2022 Spirit Airlines Miramar, FL Guest Service Agent

Greeted and checked in Guests, issued boarding passes and reschedule passengers affected by flight interruptions or cancelations. Modeled and shared guest service best practices with all team members to deliver a distinctive and delightful Guest experience, including interpersonal habits (e.g., greeting, eye contact, courtesy, etc.).

Helped our Guests with new and existing reservations, assigned seats and issued boarding passes. Handled Guest questions and concerns with professionalism, knowledge, and empathy. Organized the safe loading and unloading of our customers on and off the aircraft, and assisted with Baggage Service and Baggage Tracking. Managed gate operations and flight close-outs. Performed other duties as assigned or as may be necessary to ensure our Guests are safe and have a memorable experience. Dealt with unexpected circumstances: emergencies in workload, rush jobs or technician developments.

August 2010 - June 2016 Memorialcare Health System Fountain Valley, CA Front Office Assistant II

Greeted and registered patients and updated demographic information in a polite and helpful manner. Considered a “role model for our office when it comes to customer service,” and one with whom the

“patients adore and ask for when they call or come in; she always has a smile on her face, and when dealing with an irate patient, she ends up making the patient smile. Due to all of the appreciation from the patients, all physicians have requested Josinta to stay at check-in.” Practiced customer service skills in all encounters with patients, physicians, and staff. As reflected in the Individual Performance Review, “She gets along with all of her peers and providers: I’ve received several compliments from patients, physicians, and coworkers on her customer service skills.” Reviewed the careslip/charge posting template for accuracy with diagnosis, charges, supplies, and other service administrations for per-patient visits. Responsible for reviewing all visits on a daily basis, auditing for any discrepancies, i.e., missing charges, diagnoses, and other services. Followed office protocols for scheduling in the Practice Management system; conducted patient interactions in a way that protects patients’ rights to privacy. Followed and implemented all HIPAA requirements February 1999 - February 2008 Starbucks Coffee Fountain Valley, CA Construction Renovation Representative

Awarded the Employee of the Quarter for swiftly acquiring a thorough knowledge of the TRIRIGA’s Integrated Workplace Management System (IWMS), used by Starbucks Coffee to streamline its construction renovation projects: real estate leases, construction costs, and facility management. Recognized for being a self-taught Partner in company-specific databases and having the ability to incorporate new methods and processes to complete projects beyond expectations. Responsible for the administration of General Contractors with the following duties: liaised with vendors to initiate renovation contracts, generated purchase and warehouse orders, placed and tracked each renovation project on a per-store basis, and communicated and distributed project-related information to vendors and internal partners; and tracked invoices and payments through Accounts Payable Department. Resolved problems and issues within the Procurement process by identifying and following up on backorders: unfilled and/or defective and damaged goods. Coordinated and resolved shipping issues within internal and external transportation departments, and ensured an open-channel communication between suppliers and buyers.

Reviewed leases and obtained landlord approvals for renovation projects, maintained and reconciled asset registers for each project, and served as a resource in resolving issues for internal and external partners during renovation and post-construction.

EDUCATIONAL & TRAINING

Spirit Airlines – Santa Ana, CA

Certificates: Aircraft Safety Personnel & Jet Bridge Operator

Coastline Community College – Huntington Beach, CA Certificate: Office Operations and Management

American Red Cross – Orange, CA

Certificate: CPR

COMPUTER SKILLS

Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)

Internet and the World Wide Web and browser navigation: MS Edge, Google Chrome, Mozilla Firefox, Apple Safari

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