Angelica Ramos
Call Center Representative
Katy,TX
Summary
A bilingual customer service call center professional with 19 years of experience in high-volume inbound and outbound call centers. Analytical, high attention to detail, quick learner, exceptional problem solving skills, ability to work independently or as part of a team. Ability to multitask, analyze and evaluate information and situations to develop solutions and make appropriate recommendations. Ability to extensively research and go the extra mile to locate the necessary information or answers. Fluent in English and Spanish.
Overview
19
19
years of professional experience
2
2
Languages
Work History
Patient Access Representative
UT Physicians Orthopedics
Sugar Land, TX
02.2017 - Current
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Managed multiple schedules and prioritized tasks to meet demands of fast-paced work environment.
- Verified insurance coverage and eligibility for medical services prior to scheduling appointments to prevent billing issues.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Processed referral requests from doctors and other health care professionals.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Maintained confidentiality of patient information to comply with HIPAA regulations and protect patient privacy.
Bilingual Support Counselor II-Call Center
Money Management International
Sugar Land, TX
10.2006 - 02.2017
- Managed large amounts of inbound and outbound calls in a timely manner.
- Responsible for research assignments, review and audit of Clients files to resolve outstanding issues
- Completing projects, reports, and spreadsheets assigned for research and correspondence issues
- Collaborate with coworkers analyzing issues for daily, weekly and monthly projects and provide feedback
- Interpret, apply and implement rules and regulations as a collaborative effort with fellow team members
- Conduct research, process reimbursements and refunds as appropriate for clients
- Provide first level escalation for customer and employee concerns.
Answering Service Representative
Fallon Communications
Houston, TX
08.2004 - 03.2006
- Answered incoming calls, greeted callers, provided information and transferring calls to appropriate parties.
- Maintained high level of customer service through friendly and polite demeanor.
- Operated switchboard and routed incoming calls to appropriate departments.
- Collected and verified telephone numbers, addresses, and proper spelling of names.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Connected callers with appropriate professional, department, or business.
Education
High School Diploma -
Robert E Lee High School
Houston, TXPhlebotomist Certification - undefined
Smithwood Medical Institute
Houston, TXSkills
Excellent Communication Skills
Timeline
Patient Access Representative
UT Physicians Orthopedics
02.2017 - Current
Bilingual Support Counselor II-Call Center
Money Management International
10.2006 - 02.2017
Answering Service Representative
Fallon Communications
08.2004 - 03.2006
High School Diploma -
Robert E Lee High School
Phlebotomist Certification - undefined
Smithwood Medical Institute