ANTONIA MOREIDA
San Antonio,TX
Summary
Gifted in working with stressed, confused and upset individuals in need of benefits information and supportive guidance to navigate healthcare systems. Effective at operating within HIPPA regulations and department guidelines to manage telephone calls, emails, letters and in-person requests for assistance.
Overview
15
15
years of professional experience
Work History
OPTUM RX CSR
West Business Solutions
San Antonio, TX
01.2012 - 01.2016
- Call patients with medication reminders
- Prescription renews and changes by e-script and by phone
- Transfer of prescriptions pharmacy to pharmacy or to mail order delivery
- Updating patient information to include new medications or changes
- Knowledge of Medical Terminology and Anatomy
- Explained estimated cost for medical treatments and answered patient questions to promote good understanding of proposed services.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
- Knowledge of Pharmacology and Medications
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Determined patient financial needs and referred eligible patients to proper county, state or federal agencies to obtain financial assistance.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Followed document protocols to safeguard confidentiality of patient records.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
Phone Interviewer Political Team
Gallop poll
Manhattan, NY
08.2006 - 09.2012
- Support, plan, and coordinate operations for single or multiple surveys
- Review, classify, and record survey data in preparation for computer analysis
- Determine and specify details of survey projects, including sources of information, procedures to be used, and the design of survey instruments and materials.
- Completed surveys by rechecking contact information before ending each call.
- Recorded calls for future playback by QA and Compliance.
- Coded data from participant interviews.
- Explained questions in better detail for interviewees to allow truthful answers.
- Conducted interviews with participants to assess eligibility.
- Delivered information from script regarding surveys for on-demand phone project assignment.
- Prepared variety of different written communications, reports and documents.
- Worked to maintain outstanding attendance record, consistently arriving to work ready to start immediately.
- Learned new skills and applied to daily tasks to improve efficiency and productivity.
- Used Microsoft Word and other software tools to create documents and other communications.
USAA overflow call agent
Calling Solutions Inc
san Antonio, tx
06.2004 - 04.2006
- Establish and maintain relationships with individual or business customers or provide assistance with problems these customers may encounter
- Examine, evaluate, or process loan applications
- Verify customer to suspend or order new credit cards
- Cross trained to service USAA home loan accounts
- Used scripted conversation prompts to convey current account information and obtain payments.
- Delivered exceptional customer service on collection calls and maintained calm and professional demeanor.
- Trained new team members on scripts, company services and collection strategies.
- Maintained high volume of calls and met demands of busy and productive group.
- Achieved performance goals on consistent basis.
- Monitored accounts for compliance with established payment plans and flagged non-compliances.
- Advised customers of alternative actions and strategies for debt repayment.
- Worked with customer to create debt repayment plan based on current financial condition.
- Processed debtor payments and updated accounts to reflect new balance.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
CSR Cricket
West Teleservices, Wireless
San Antonio, TX
09.2001 - 06.2004
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Check to ensure that appropriate changes were made to resolve customers' problems
- Activate new accounts
- Handle billing issues, make payment arrangements and take payments by phone
- Handle troubleshooting and simple technical issues
- Engaged with customers to build rapport and loyalty.
- Upsold customers by recommending accessories and promotions to increase revenue.
- Kept customers and other employees up-to-date on latest devices and technology by performing frequent product demonstrations.
- Activated both contract and pre-paid wireless phones for customers
- Accepted and processed payments and purchases for new equipment using POS system.
Education
Certificate - Medical Biling And Coding
DeVry University
12.2022
Skills
- Complaint resolution
- Sales expertise
- Report preparation
- Order Fulfillment
Volunteer Tax Preparer for AARP Vida project
I became a volunteer tax preparer to help those who can not afford the fees charged by paid for services. I enjoy helping the elderly, low income and special needs clients who need every penny of their tax rebates. I feel volunteering in an capacity can help to sharpen skills utilized in life and the work enviornment.
Timeline
OPTUM RX CSR
West Business Solutions
01.2012 - 01.2016
Phone Interviewer Political Team
Gallop poll
08.2006 - 09.2012
USAA overflow call agent
Calling Solutions Inc
06.2004 - 04.2006
CSR Cricket
West Teleservices, Wireless
09.2001 - 06.2004
Certificate - Medical Biling And Coding
DeVry University
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