Alma Reynoso
Hayward,CA
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Flexible and hardworking in a deadline-driven environment. Driven to exceed goals and build long-term relationships with customers. Deliver positive experiences through high-quality customer care.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Ambulatory Call and Referral Center Representative
Alameda Health System-Fairmont Hospital
09.2022 - 11.2022
- Used Epic system.
- Booked/rescheduled/cancelled PCP and women service's appointments for multiple clinics: Highland, Hayward, Newark and Eastmont.
- Transferred to other departments.
- Verified insurance.
- Data entry /updated patient data.
- Responded to customer calls and emails to answer questions about products and services.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Community Health Navigator
Alameda County, MedZed
07.2022 - 09.2022
- Find member populations that are difficult to locate (homeless, severe mental illnesses, substance use, medically underserved, in need of preventive services)
- Work with members to provide effective and efficient service coordination
- Provide on-site/in-home member assessments for safety risk, health needs, and barriers to care
- Engage members to achieve health management goals using health coaching, motivational interviewing, and problem-solving techniques
- Assist members in scheduling appointments and accessing community resources
- Follow up with members via phone calls, home visits, and visits to other settings where members can be found
- Identified barriers when treatment goals not met, treatment plan not followed or important appointments missed and collaborated in redeveloping patient treatment goals.
- Facilitated nursing care and individual patient and family education to support high risk and chronic disease management.
- Data entry.
Family Eligibility Coordinator
4Cs Of San Mateo County
12.2021 - 03.2022
- Assist families in the San Mateo County with subsidized childcare
- Determine family eligibility and needs
- Recertification
- Provide information on resources available
- Resolved discrepancies with client applications to verify eligibility.
- Assisted clients with accurate eligibility form, application and document completion.
- Data entry.
Community Outreach and Health Navigator
La Familia Counseling Services
10.2021 - 12.2021
- Provide accurate public health information to community members, including helping community members navigate to COVID-19 testing and vaccination services
- Providing engagement, education, and support delivered in the forms of individual one-on- ones, table outreach, small group sessions, and other creative opportunities to inform and reinforce information to residents across Alameda County.
- Data entry.
Provider Relations Representative
Alameda Alliance For Health
01.2016 - 02.2021
- Answer incoming provider calls, emails, and other requests for assistance in a timely manner in accordance to departmental performance targets and provide excellent customer service while doing so
- Assist providers with basic inquiries about claims, authorizations, benefits, and other issues
- This includes working in conjunction with the Medical Services, Member Services and Claims departments
- Maintain files, keep records, prepare schedules, compile reports, and process documents of a routine nature in an accurate and timely fashion.
- Researched and resolved disputes, billing discrepancies and claims efficiently to maintain customer satisfaction.
- Contributed to and enhanced audit processes to maximize quality management standards.
- Data entry.
Member Services Representative
Alameda Alliance For Health
10.2015 - 01.2016
- Manage Health Plan for Medi-Cal and IHSS workers
- Billing Management-Billing issues
- Excellent customer service
- Portal Savvy (Members and Providers)
- Assist finding PCP and Specialist in-network
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
- Data entry.
Customer Service Representative
Cash 1 Store, Financial Institution
01.2014 - 07.2015
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- File/Fax/Copy Documents.
- Processed/Received Western Union transactions.
- Offered/Processed Payday/Signature and Car title loans.
- Data entry.
Teller
Wells Fargo
10.2012 - 04.2013
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Spanish translator when needed to bankers and tellers.
- Data entry.
Education
Bachelor of Arts - Psychology
CSU East Bay
Hayward, CA12.2023
Associate of Arts - Psychology
Chabot College
08.2020
Skills
- Line phone talented
- Community Outreach
- Excellent Care Coordination
- Pleasant Demeanor
- Exceptional Communication Skills
- Filing and Data Archiving
- Microsoft Office expert
- Creative Problem Solver
- Strong Client Relation
- Quick Learner
- Time management
- Interpretation and Translation Services
- Reviewing Renewals
- Investigate Claims
- Call Control Skills
Certification
Foundations of User Experience (UX) design, Credential ID: 44v9vv8zy6lp, issued Nov 2022
Languages
Spanish
Native or Bilingual
Volunteer
Office Volunteer at Ochoa Middle School 08/2002-06/2005
- Multi-phone line skills.
- Detailed oriented.
- Data entry.
Counselor at Quest Therapeutic Camp-Stone Valley After School Program 11/2009-12/2010 (2 Hrs Thursday)
- Create recreation activity.
- Organized/set up activities for children to help develop social skills.
- Managed group of 8 children with disabilities.
- Help children maintain focus when Psychiatrist did day evaluations with group.
- Provided day report cards for the children and their families.
W.I.C. 10/2009-03/08/2010
- Help print vouchers for food.
- Fax/Copy documents.
- Data entry.
- Set up appointments for social workers and onsite nutritionist/psychologist.
Timeline
Ambulatory Call and Referral Center Representative
Alameda Health System-Fairmont Hospital
09.2022 - 11.2022
Community Health Navigator
Alameda County, MedZed
07.2022 - 09.2022
Family Eligibility Coordinator
4Cs Of San Mateo County
12.2021 - 03.2022
Community Outreach and Health Navigator
La Familia Counseling Services
10.2021 - 12.2021
Provider Relations Representative
Alameda Alliance For Health
01.2016 - 02.2021
Member Services Representative
Alameda Alliance For Health
10.2015 - 01.2016
Customer Service Representative
Cash 1 Store, Financial Institution
01.2014 - 07.2015
Teller
Wells Fargo
10.2012 - 04.2013
Bachelor of Arts - Psychology
CSU East Bay
Associate of Arts - Psychology
Chabot College
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