Summary
Overview
Work History
Education
Skills
Timeline
Education and Training
CustomerServiceRepresentative

Andrea Torres

El Paso,TX

Summary

I am a very empathetic and hard working individual. When I work with patients, providers or customers I always feel for that person and try to understand where are they are coming from, as well as my coworkers. I'm very flexible and always consider my fellow coworkers as well as our customer base when/if ever I miss work. I do dedicate myself to being a respectful employee and having the best communication with my upper leadership. Detail-oriented Patient Service Representative with outstanding treatment knowledge and stellar communication skills. Successful at coordinating between patients and professionals and offering comprehensive patient education. Committed to organization and time management. I'm always open to being more knowledgeable in the field that I choose to be in and look forward to any opportunity to continue to grow. I'm also adaptable in my leadership asking me to assist with special project in different areas and always take that role very serious. I can multi task very well and take on many roles at work at once. I do have a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. I always consider myself a student and open to and critique or feedback that make me better at my job. I always take pride in the work I do and always choose to work in a field that allows me to help others and make life easier in any way I possibly can. I do very well working independently as well as in a group. I'm open for any opportunity for growth and have enjoy working for Triwest these past 6 years.

Overview

10
10
years of professional experience

Work History

Customer Service Representative

TriWest Healthcare Alliance
07.2023 - Current
  • Resolved customer inquiries through effective communication and problem-solving techniques.
  • Assist provider's on instructions to become a contracted provider.
  • Review CCN claim and create cases to have checks re-issued if they have not been received.
  • Handle incoming calls addressing provider concerns regarding their CCN contract.
  • Help with special projects when Provider Services is catching up on provider directory updates.
  • Provide status of claims and educate customers on how to submit a claim or using provider availity to ensure all is done accurately.
  • Directing providers to the correct Netsub in order to contract or make updates to demographics when needed.



Patient Services Representative

Progilisys
09.2022 - 07.2023
  • Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
  • Demonstrate understanding and empathy when it comes to frustrations regarding scheduling or finding Veteran doctors.
  • Scheduled patient appointments and procedures.
  • Review documentation properly to ensure the correct doctors are scheduled.
  • Scheduled and confirmed patient appointments with patients and healthcare professionals.
  • Scheduled patient appointments over phone and in person, maximizing productivity.
  • Answered Veteran's questions and fielded complaints to resolve issues.
  • Coordinated with patients and healthcare professionals to meet patient needs.
  • Verify preferences with Veteran to ensure the best appointment is scheduled for them.
  • Update Urgent care information so that the proper authorizations were on file to cover Veteran's healthcare.
  • Referred patients to appropriate professionals and services.
  • Worked in a team that supports and helps eachother help our nation's Veterans.

Patient Service Representative

TriWest Healthcare Alliance
06.2019 - 07.2022
  • Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
  • Demonstrate understanding and empathy when it comes to frustrations regarding scheduling or finding Veteran doctors.
  • Scheduled patient appointments and procedures.
  • Review documentation properly to ensure the correct doctors are scheduled.
  • Scheduled and confirmed patient appointments with patients and healthcare professionals.
  • Scheduled patient appointments over phone and in person, maximizing productivity.
  • Answered Veteran's questions and fielded complaints to resolve issues.
  • Coordinated with patients and healthcare professionals to meet patient needs.
  • Verify preferences with Veteran to ensure the best appointment is scheduled for them.
  • Update Urgent care information so that the proper authorizations were on file to cover Veteran's healthcare.
  • Referred patients to appropriate professionals and services.
  • Worked in a team that supports and helps eachother help our nation's Veterans.

Customer Service Representative

GECU
10.2015 - 04.2019
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations dealing with financial struggles.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Developed strong customer relationships to establish may continuous relationships
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor when customer frustrations were brought to my attention.
  • Consulted with customers to resolve service and billing issues.
  • Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
  • Educated customers on special pricing opportunities and company offerings.
  • Disputed transactions in the best manner and understanding as possible.
  • Made outbound calls to obtain account information.
  • Demonstrating empathy for problems that customers had regarding financials.

Education

Some College (No Degree) - Medical Assisting

Western Technical College
El Paso, TX

Skills

  • Appointment verification
  • Claims analysis specialist
  • Contract review specialist
  • Clarifying policies and procedures
  • Knowledge sharing
  • Problem-solving expertise
  • Information documentation
  • Effective decision-making in high-stress situations
  • Establishing trust and credibility
  • Effective multitasking
  • Effective communication with patients and families
  • Appointment coordination
  • Telemarketing proficiency
  • Skilled in resolving conflicts

Timeline

Customer Service Representative

TriWest Healthcare Alliance
07.2023 - Current

Patient Services Representative

Progilisys
09.2022 - 07.2023

Patient Service Representative

TriWest Healthcare Alliance
06.2019 - 07.2022

Customer Service Representative

GECU
10.2015 - 04.2019

Some College (No Degree) - Medical Assisting

Western Technical College

Education and Training

other
Andrea Torres