Alejandra Gonzalez

• Escalate issues to proper supervisors when standard processes were not effective.
• schedule/Reschedule new and established patients appointments
• Train and direct new employees in call script use, conflict resolution, and data entry practices to boost customer satisfaction ratings.
• Resolved customer service issues using company processes and policies and provided updates to customers.
• Documented and detailed calls and complaints using call center's CRM database.
• Handle questions and concerns regarding patient health needs, document all patient/member interactions via management software
• Take important messages for Doctors and assist with refills request
• Ability and willingness to cross-train on other products and

clients

• Sanitized, restocked, and organized exam rooms and medical equipment.
• Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
• Obtained client medical history, medication information, symptoms, and allergies.
• Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
• Called and faxed pharmacies to submit prescriptions and refills.
• Called different Insurance for verification/benefits and preauthorizations

• Helped patients complete necessary medical forms and documentation.
• Checked patient insurance, demographic, and health history to keep information current.
• Transcribed phone messages and relayed to appropriate personnel.
• Enhanced office productivity by handling high volume of callers per day.
• Coordinated patient scheduling, check-in, check-out and payments for billing.
• Maintained current and accurate medical records for patients.
• Processed medical insurance claims and payments.