Araselli Pena
Manteca,CA
Summary
Professional with strong background in customer support, excelling in conflict resolution, communication, and problem-solving. Known for fostering collaborative team environment and adapting to changing needs to ensure customer satisfaction. Skilled in handling multiple tasks efficiently, leveraging empathy and active listening to build rapport with clients and team members alike.
Overview
11
11
years of professional experience
Work History
Customer Service Agent
Sutter Health
10.2021 - Current
- My position as a Customer Service Agent II includes receiving incoming inquires and service requests from patients, providers, employees, vendors and others via phone, email, web portal, etc. and responds to each with accurate and timely information utilizing the highest customer service and quality standards. Works as part of a team and others to support one or more of the service delivery teams. Establishes and maintains strong, collaborative relationships with customers to identify additional ways to to be of service and ensure customer satisfaction. Helps foster an environment in which continuous improvement in business processes and services is welcomed and recognized. Adheres to all local/state/federal regulations, codes, policies and procedures to ensure privacy and safety of our employee and patient information.
- As a SME (Subject Matter Expert), I assist in training 1-3 new agents at a time on our workflows and daily processes while shadowing and auditing the agent take calls.
Medical Receptionist
Community Medical Center
05.2014 - 11.2020
- Facilitated front desk operations by verifying insurance information, documenting messages and routing to the provider and care teams, answering incoming phone calls from provider offices and pharmacies, chart prepping for the next business day and managing medical records. I also assisted in training the new hires on front office operations.
- Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Verified patient insurance eligibilty, demographic, and health history to keep information current.
Education
Diploma - Medical Office Specialist
Kaplan College
Stockton, CA08-2010
High School Diploma -
Edison High School
Stockton, CA05.2009
Skills
- Exceptional communication
- Bilingual in Spanish
- Microsoft Office Programs Word, Outlook, Excel and PowerPoint
- Electronic health record experience in NextGen and Epic
- Problem solving
- Strong listener
Timeline
Customer Service Agent
Sutter Health
10.2021 - Current
Medical Receptionist
Community Medical Center
05.2014 - 11.2020
Diploma - Medical Office Specialist
Kaplan College
High School Diploma -
Edison High School
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