Heather Trillo
Atlanta,GA
Summary
Professional with background in customer service and administrative support. Proven ability to manage high-volume calls and resolve issues efficiently. Known for strong collaboration skills and focus on achieving results in dynamic environments. Dependable and adaptable to changing needs, with excellent communication and problem-solving abilities.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Inbound Contact Representative
Humana
09.2021 - Current
- Adapted communication style based on individual preferences or cultural backgrounds of clients, ensuring clear understanding from both parties.
- Managed a high volume of inbound calls daily, maintaining composure under pressure while providing top-notch service to clients.
- Provided exceptional service by proactively addressing customers needs and concerns.
- Improved customer satisfaction by resolving issues efficiently and professionally.
- Conducted thorough research on complex inquiries, delivering informed solutions to customers unique challenges.
- Cross-trained and provided backup support for organizational leadership.
Front Desk Medical Receptionist
JenCare Senior Medical Center
10.2019 - 09.2021
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Ensured HIPAA compliance by maintaining strict confidentiality with all patient records and information.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Improved office efficiency by organizing and maintaining accurate patient files and records.
- Provided administrative support to medical staff, assisting with various clerical tasks as needed.
Wait Staff Member
Various
03.2013 - 10.2019
- Maintained cleanliness in dining area, contributing to a pleasant atmosphere for customers.
- Cultivated warm relationships with regular customers.
- Bussed and reset tables to keep dining room and work areas clean.
- Demonstrated excellent multitasking abilities by managing multiple tables simultaneously without sacrificing quality of service.
- Enhanced customer satisfaction by providing attentive service and efficiently addressing concerns.
Education
Certificate - Medical Billing And Coding
MedCerts
Virtual03-2025
GED -
Cobb County Adult Education
Smyrna, GA06-2019
Skills
- Goal oriented
- Empathy and patience
- Data entry proficiency
- Assertiveness
- Office 360
- CRM/Mentor
- Rx Connect
- HODMOD
- EPIC (EHR)
- HIPAA
- Insurance verification
- Patient registration
Accomplishments
Subject Matter Expert - Humana
Certification
Information Literacy (A34284)
Excel 2010: (073935)
Microsoft Word 2010: (9708F4)
PowerPoint 2013 (629F88)
Timeline
Inbound Contact Representative
Humana
09.2021 - Current
Front Desk Medical Receptionist
JenCare Senior Medical Center
10.2019 - 09.2021
Wait Staff Member
Various
03.2013 - 10.2019
Information Literacy (A34284)
Excel 2010: (073935)
Microsoft Word 2010: (9708F4)
PowerPoint 2013 (629F88)
Certificate - Medical Billing And Coding
MedCerts
GED -
Cobb County Adult Education
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