Adela Caldwell-Osorio
Oceanside,CA
Summary
Enthusiastic about helping patients get necessary medical support by obtaining authorizations, scheduling procedures and coordinating paperwork. Detail-oriented and proactive with good relationship-building skills, a hardworking nature and an adaptable approach. Proficient in EPIC software. Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level [Job Title] position. Ready to help team achieve company goals. Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Dynamic Bilingual Customer Service Representative with [Number] years of experience handling incoming calls, resolving customer issues, inputting orders and processing shipments. Native English speaker and fluent in [Language]. Dedicated to maintaining highest customer satisfaction while processing large volumes of calls in busy offices.
Overview
19
19
years of professional experience
Work History
Patient Service Representative
Scripps Memorial Hospital
10.2018 - Current
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Verified insurance eligibility and coverage for patients.
- Entered patient demographic and insurance data into electronic medical record system.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Managed patient registration process, confirming data accuracy and completeness.
- Built and maintained positive working relationships with patients and staff.
- Took copayments and compiled daily financial records.
- Assisted patients in filling out check-in and payment paperwork.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Used EPIC software to schedule appointments.
- Handled customer service inquiries in person, via telephone and through email.
- Balanced deposits and credit card payments each day.
- Answered incoming calls, scheduled appointments and filed medical records.
- Verified patient insurance eligibility and entered patient information into system.
- Greeted and assisted patients with check-in procedures.
- Facilitated communication between patients and various departments and staff.
- Responded to inquiries by directing calls to appropriate personnel.
- Provided excellent customer service to patients and medical staff.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Followed document protocols to safeguard confidentiality of patient records.
- Trained new staff on filing, phone etiquette and other office duties.
Customer Service Specialist
Shipcalm
06.2018 - 10.2018
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Resolved concerns with products or services to help with retention and drive sales.
- Complied with company policies and procedures by encouraging positive and effective work environment among employees.
- Maintained and managed customer files and databases.
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Applied basic sales strategy to engage customers and present solutions to suit individual needs.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly, and escalated major issues to supervisor.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Processed customer service orders promptly to increase customer satisfaction.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Answered customer telephone calls in English and Spanish.
Barista
Pannikin Coffee & Tea
01.2018 - 06.2018
- Pleasantly interacted with customers during hectic periods to promote fun, positive environment.
- Controlled line and crowd with quick, efficient service.
- Cleaned counters, machines, utensils, and seating areas daily.
- Maintained regular and consistent attendance and punctuality.
- Listened carefully to customer requests and created personalized, delicious beverages, which improved sales.
- Trained new employees, sharing knowledge and expertise of coffees, teas, and merchandise.
- Trained new team members with positive reinforcement and respectful, encouraging coaching.
- Completed successful daily cash audits to correctly balance drawers at end of shifts.
- Used POS system to accurately enter orders and process payments.
- Elevated customer loyalty by using strong communication abilities to resolve customer problems.
- Learned every menu item's preparation and numerous off-label drinks to meet customer needs.
- Helped management keep adequate supply on hand by notifying of shortages.
Supervisor of Operations
INTELDAT
07.2006 - 10.2015
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Devised processes to boost long-term business success and increase profit levels.
- Established and administered annual budget with controls to prevent overages, minimize burn rate, and support sustainability objectives.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed and implemented strategies to maximize customer satisfaction.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Analyzed and reported on key performance metrics to senior management.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Organized meetings for executives and coordinated availability of conference rooms for participants.
Barista Shift Supervisor
STARBUCKS
02.2005 - 05.2007
- Maintained accurate inventory counts to meet customer demands and sustain operations.
- Served customers quickly and efficiently and created strategies to prevent delays.
- Trained, scheduled, and supervised barista workers to maintain and uphold store policies and optimize staffing patterns.
- Restocked and cleaned stations and facilities to maintain cleanly and operable standards.
- Handled and resolved customer issues and complaints with professionalism and tact to drive customer satisfaction and repeat business.
- Generated friendly atmosphere by encouraging employees to greet and speak to customers.
- Accurately completed end-of-day financial tasks.
- Monitored customer feedback to improve barista performance and customer service.
- Created superlative coffeehouse experience through customer service, beverage preparation, and presentation, in-store marketing and thorough cleanliness and sanitation of space.
- Presented process improvement ideas to leadership team to cultivate professional, friendly and efficient work environment.
- Managed payroll, scheduling, ordering and other back-of-house tasks to drive operations and maximize sales and profitability.
- Trained new hires in food handling and safety protocols to boost knowledge and performance.
- Addressed customer complaints with professional demeanor and used communication and problem-solving skills to resolve issues.
- Scheduled and rotated staff for adequate coverage and fair distribution of workload.
- Disciplined and motivated staff to achieve challenging objectives in fast-paced culinary environments.
- Maximized team productivity by expertly delegating tasks to kitchen staff.
- Continuously evaluated business operations to effectively align workflows for optimal area coverage and customer satisfaction.
- Controlled food costs and managed inventory.
- Supervised food presentation and plating to enhance visual appeal.
- Planned and executed promotions and special events in close collaboration with management.
Education
BBA - BUISSINES
PACIFICO UNIVERSIDAD
TIJUANA, BAJA CALIFORNIA 10.2016
Skills
- Medical Insurance
- Strong Telephone Etiquette
- Spanish Interpreting
- Microsoft Office
- Customer Service and Assistance
- Billing Adjustments and Refunds
- Insurance Information Collection
- Medical Billing
- Patient Greeting
- Document Filing
- Office Administration
- Reminder Calls
- Patient Registration
- Call Screening
- Payment Collection
- Patient Care and Confidentiality
- HIPAA Compliance
- Appointment Scheduling
- Medical Services Administration
- Patient Engagement
- Calm and Professional Under Pressure
- Clinical Data Entry
- EPIC software
- Insurance Verification
- Customer Service
- Patient Admitting
- Forms and Spreadsheet Creation
- Admissions Screening
- Staff Training
Additional Information
.......
Languages
Spanish
Native or Bilingual
Timeline
Patient Service Representative
Scripps Memorial Hospital
10.2018 - Current
Customer Service Specialist
Shipcalm
06.2018 - 10.2018
Barista
Pannikin Coffee & Tea
01.2018 - 06.2018
Supervisor of Operations
INTELDAT
07.2006 - 10.2015
Barista Shift Supervisor
STARBUCKS
02.2005 - 05.2007
BBA - BUISSINES
PACIFICO UNIVERSIDAD