Summary
Overview
Work History
Education
Skills
Timeline
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Alyssa Martinez

Camden,NJ

Summary

Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.

Overview

8
8
years of professional experience

Work History

Patient Service Specialist

Concentra Urgent Care
06.2023 - Current
  • Applied administrative knowledge and courtesy to explain procedures and services to patients.
  • Managed patient registration process, confirming data accuracy and completeness.
  • Provided exceptional customer service to patients, answering questions and addressing concerns.
  • Entered patient demographic and insurance data into electronic medical record system.
  • Handled customer service inquiries in person, via telephone and through email.
  • Filed and maintained patient records in accordance with HIPAA regulations.
  • Built and maintained positive working relationships with patients and staff.

Customer Care Coordinator

Persante Health Care
01.2023 - 05.2023
  • Assisted call-in customers with questions and orders.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Delivered prompt service to prioritize customer needs.
  • Responded proactively and positively to rapid change.
  • I entered in referrals,doctor's notes, and patient demographics that I received from different doctor's offices.

UAT Analyst

Freedom Mortgage Corporation
09.2021 - 06.2022
  • Implemented user acceptance testing with focus on documenting defects, identifying bottlenecks and executing test cases.
  • Monitored resolution of bugs, tested fixes and helped developers tackle ongoing problems by providing QA perspective.
  • Documented testing procedures for developers and future testing use.
  • Tested functional and compatibility of new programs or updates in comparison to existing applications.
  • Authored and maintained well-organized, efficient and successful manual test cases for entire team.

Mortgage Loan Processor

Freedom Mortgage Corporation
02.2016 - 09.2021
  • Handled any conditions sent from underwriting departments.
  • Collaborated with Loan Officers to provide timely, accurate service for clients throughout entire mortgage process.
  • Worked with customers in person and via telephone to answer questions, process transactions, and resolve issues.
  • Set up and completed loan submission packages.
  • Communicated with originator and applicant concerning progress of loan file.
  • Upheld complete confidentiality of all submitted information according to release guidelines.
  • Checked daily reports each morning to identify priorities or issues for escalation to the supervisor.
  • Received on-going, comprehensive training on home loan products and mortgage process.

Education

No Degree - Business of Accounting

Strayer University
Washington, DC

High School Diploma -

Pennsauken High School
Pennsauken, NJ
06.2008

Skills

  • Payment Collection
  • Insurance Information Collection
  • Chart Pulling
  • Reminder Calls
  • HIPAA Compliance
  • Customer Service
  • Information Verification
  • Critical Thinking
  • Microsoft Office
  • Data Entry

Timeline

Patient Service Specialist

Concentra Urgent Care
06.2023 - Current

Customer Care Coordinator

Persante Health Care
01.2023 - 05.2023

UAT Analyst

Freedom Mortgage Corporation
09.2021 - 06.2022

Mortgage Loan Processor

Freedom Mortgage Corporation
02.2016 - 09.2021

No Degree - Business of Accounting

Strayer University

High School Diploma -

Pennsauken High School

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Alyssa Martinez