Angela Flores
Oakland Gardens
Summary
Dedicated bilingual Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully working as part of the Maximus team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
31
31
years of professional experience
1991
1991
years of post-secondary education
Work History
Bilingual CSR
Maximus Federal Services
New York City
05.2023 - Current
- Answer incoming calls from consumers including the general public, prospective enrollees and people assisting enrollees or acting on their behalf in accordance with all performance standards, policy and procedures, and protocols including but not limited to the confidentiality and privacy policies.
- Track and document all inquiries using the applicable systems.
- Complete associated tasks according to the established guidelines.
- Track and document all inquiries using the applicable systems.
- Meet Quality Assurance (QA) and other key performance metrics.
- Facilitate the fulfillment of caller requests for materials via mail, email, or download.
- Transfer/refer consumers to appropriate entities according to the established guidelines.
- Escalate calls or issues to the appropriate designated staff for resolution as needed.
- Facilitate translation services for non-English speaking callers according to procedures.
- Attend meetings and trainings as requested and maintain up-to-date knowledge of all programs and systems.
Administrative Assistant
NQSC
Bayside
12.2020 - 12.2022
- Medical records scanning
- Payment posting
Fiscal Assistant/Patient Accounts
Regal Heights Rehabilitation and HCC
Jackson Heights
02.2008 - 09.2020
- Patient Accounts
- Accounts Receivable
- Billing
- Collection
- Medicaid Billing
- Posting
- Insurance Verification
- Law firm referral
Front Office/Supervisor
Lakeside Pediatrics
Lakeland
01.2003 - 01.2007
- Appointment setter
- Billing
- Check in/Check out
- Filing
- Appointment verification
- Insurance verification
Medicare
Parker Jewish Institute
New Hyde Park
01.1995 - 01.1999
- Medicare billing
- Medicare submission
- Medicare corrections
Education
Phlebotomy
Queens College
Flushing, NY 03.2018 - 12.2018
Long Island City High School
LIC, NYSkills
- Bilingual English/Spanish
- Proficient in Microsoft Office
- Word
- Excel
References
Upon Request
Timeline
Bilingual CSR
Maximus Federal Services
05.2023 - Current
Administrative Assistant
NQSC
12.2020 - 12.2022
Phlebotomy
Queens College
03.2018 - 12.2018
Fiscal Assistant/Patient Accounts
Regal Heights Rehabilitation and HCC
02.2008 - 09.2020
Front Office/Supervisor
Lakeside Pediatrics
01.2003 - 01.2007
Medicare
Parker Jewish Institute
01.1995 - 01.1999
Long Island City High School
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