Alejandra Armenta

I assist patients as needed or requested. I use patient experience data to drive staff-clinical and non clinical engagement. I work closely financial counselors and verify if patient requires screening for AHCCCS, Financial Assistance or verifying insurance. Also, I assist staff as tracking all inpatient transfers to other facilities such as private hospitals or skilled nursing facilities.Review patient records for necessary information and review patient demographics and insurance verification, accurately updates in EHR/EMR.Utilize a variety of multiple services, including web based , insurance collection systems, scanning , multiple phones lines , electronic faxing. Supports and assists consumers with public access with enrollment HEAPLUS and ACA MARKETPLACE application's. Notifies hospitals case management, social services and admission staff of case screenings determinations and outcomes via verbal and written communication. Cancels accounts that have not had any cooperations and are not eligible for any programs and prepares accounts for Financial Assistance Reviews.Communicates with patients regarding their outstanding balance. Providing explanations and next step actions.

Answer phones and customer requests and complaints in an efficient manner. Transfer calls to appropriate place. Report to supervisor with any problems or suggestions to better work atmosphere. Assist customers in a timely manner to avoid long waiting times. Calm frustrated or upset customers by providing excellent and friendly serviceHelped to maintain and increase customer loyalty by placing follow up calls and expressing consideration for customers.
Achieved a customer satisfaction rating of 97% within 8 months of employment.Assist cutomers with any balance questions. Aswell as upsell our various offers, credit cards, and loans avaiable to custome. Assist team manager with being technical support agent for the team. That entails recording any time an agent is off the phone, reason, and providing troubleshooting steps. Being able to provide supervisor with any problems or reports that need to be address immediatly. Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.

Processing customer payments for utility payments, water taps, liens, and deposits. Making sure payments are applied to the correct account. Input direct debits and customer request or final bills. Helping customers with questions/concerns. Make sure that exceptions are completed and go to the correct account. . Cross-trained and was moved to cashier location. Assisting with various of payment made to The City of Tucson. Promptly responded to general inquiries from members, staff, and clients via mail, e-mail and fax. Accurately logged all daily checks and cash received. Keep count of all money, checks, and debit card payments received and completed record of each day. Assisting walk up customers with any water or garbage related problem. Being able to dispatch any work orders that payment was received.

Controlled store inventory and reviewed cash handling and operations reports. Exceeded sales goals and accomplished business objectives by inspiring staff and promoting target products. Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets. Implemented daily operating procedures to keep store clean, adequately stocked, and well-organized. Coached employees and trained on methods for handling various aspects of sales, complicated issues, and difficult customers. Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.

Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes. Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience. Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge. Used ticketing systems to manage and process support actions and requests. Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference. All while exceeding call center metrics such as AHT, Quality services and more.

Met all call quality standards and daily quotas for first-call resolution. Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention. Participated in ongoing training sessions aimed at enhancing product knowledge and refining customer service skills. Providing navigate instructions for our website and programs.

Provided exemplary customer service by consistently meeting quality assurance metrics set forth by management teams across multiple departments. Handled escalated calls professionally, using effective conflict resolution techniques to reach satisfactory outcomes for all parties involved. Utilized bilingual abilities to translate documents and correspondence for colleagues, enhancing internal communication processes within the organization. Answering average of 100 calls, addressing customer inquiries, solving problems and providing product information. Processing payment over the phone and dispatching any reconnection orders that would be required or attached with payment. Being able to access correct address for turn on and turn off request.