Ashley Almeida
Beeville,TX
Summary
Experienced Customer Service Representative fluent in English and Spanish language. Professional employee dedicated to providing excellent service to current and new customers. Comfortable working in fast-paced environment attending to customer service needs including incoming calls, product questions, issue resolution and order processing.
Overview
18
18
years of professional experience
Work History
Bilingual Customer Service Agent
Ttec (TeleTech) - HealthCare Solutions
08.2023 - Current
- Provided day to day support for members by accessing patient information through variety of office software applications, maintaining strict confidentiality to remain compliant with HIPAA/PHI regulations
- Works with Team Lead, Supervisor and Manager to resolve and answered questions about insurance coverage, eligibility, copays, benefits and fulfilled requests with friendly and knowledgeable service
- Adhere to attendance, punctuality, and quality guidelines including a flexibility to work varying or rotating shifts, including overtime and holidays as necessary
- Utilized active listening and communication skills to address customer inquiries and escalate issues to supervisor if needed
- Asked probing questions to determine service needs and accurately input information into electronic systems
- Served needs of as many as 70 customers per shift, including assisting in setting up health appointments, verifying claims, filing appeals/grievance, provider searches, and any other customer issue
- Demonstrates attention to detail, ability to work in an ever-changing work flow environment, patience, professionalism, and compassion while handling difficult customers and situations
- Shows flexibility and a customized approach in meeting all types communication styles and personalities
- Takes initiative and assumes responsibility where appropriate.
Correctional Clinical Associate
University Of Texas Medical Branch-Garza Unit
06.2019 - 12.2020
- Assessed potential risks associated with inmate self-harm or harm towards others through keen observation skills and timely intervention when necessary.
- Promoted a culture of continuous improvement within the correctional facility by actively participating in staff meetings, workshops, and trainings focused on enhancing quality of care.
- Operated personal computers to enter and assimilate data, generate reports, draft routine correspondence and develop special administrative analyses.
- Contributed to a positive living environment by fostering strong relationships with colleagues, supervisors, and inmates.
- Enhanced the facility''s safety record by closely monitoring inmate behavior for signs of potential issues and intervening as needed.
- Retrieved and maintained tracking system for medical record charts.
- I faxed and scanned inmate documentation into the electronic medical record such as patient sick calls, intake packets, release of information, mental health evaluation and consents
- I maintained providers schedules, inmate requests as well as scheduling inmates for medical appointments
- I have assisted providers, nursing staff and administrative/executive staff by translating for Spanish speaking patient exams and written patient sick calls and providing correspondence to any questions or concerns they may have
- I effectively communicate with providers concerning scheduling, security staff concerning patient appointments and the administration and executive offices to ensure that all written memorandums are approved
- I have supervised inmates during DMS appointments with providers regarding health status, mental health clinic and required specialty referrals
- I conducted medical provider checkout to ensure inmates have all required issue medical equipment, medication orders and administering them a pass for follow up visits in medical
- I have researched and followed up inmate/patient charts to ensure that all provider follow ups are scheduled and completed within program requirements
- I have knowledge of the time keeping process like keying and submitting time requests, time correction, historical edits, and time adjustments through assisting the timekeeper when opportunity provides
- I have provided support work in various departments including Mental Health, Medical, Medical records processing, and materials inventory/procurement activities by organizing, prioritizing, and completing assigned tasks in a timely manner
- I am responsible for providing all support work for the Laboratory Department that is needed
- I am responsible for maintaining the daily status/counts for all laboratory supplies such as needles/sharps, specimen containers, DNA kits and tubes
- I have been responsible for ensuring all needles, cotton balls, alcohol pads and tubes expiration dates are valid to ensure all ACA audit/program review documentation is up to date and current
- I am responsible for creating orders for all laboratory supplies and ensure all stock is maintained and readily available
- I assist in maintaining security while conducting labs, nursing triage and vitals and ensuring proper chain of command when issue or concern have risen
- I have knowledge of Correctional policies and procedures and have addressed safety issues and concerns through the proper chain of command.
- Maintained strict confidentiality standards while managing sensitive information related to inmate diagnoses, treatments, progress reports, or personal histories.
- Maintained proper inventory levels and stock records in supply storeroom or warehouse.
- Served as a liaison between clinical staff and correctional officers, fostering open communication and collaboration to provide optimal care for inmates in need.
- Handled filing, mail functions and typed correspondence.
Clerk/Appt Coordinator
Tropical Texas Behavioral Health
10.2015 - 05.2019
- Scheduled and maintained patient lists for 9 providers simultaneously
- Utilized strong multitasking skills to manage multiple priorities and tasks, ensuring timely completion of each assignment.
- Interacted with customers by phone, email, or in-person to provide information.
- I answered phone calls pertaining to patient rescheduling or cancellations and assisted patients with medication issues
- Improved customer satisfaction by promptly answering inquiries and providing accurate information.
- Managed incoming calls professionally, directing callers to appropriate personnel or taking detailed messages when necessary.
- Supported administrative staff with timely completion of daily tasks, ensuring smooth office operations.
- Trained new clerks on company procedures and software tools effectively contributing to their integration into the team.
- Maintained filing system and organized customer documents for easy retrieval of information.
- Enhanced office organization with regular maintenance of files, records, and supplies inventory.
- Ensured confidentiality of sensitive documents through proper storage methods and restricted access control implementation.
- Maintained a professional atmosphere within the office setting through effective communication skills and polished presentation abilities.
- Facilitated communication between departments through prompt forwarding of messages and coordination of inter-departmental meetings.
- I effectively screened and redirected calls to proper personal for patient assistance as well as maintained messages and distributed them to the supervisor and nurses in English and Spanish
- I conducted and maintained daily reports pertaining to clinic services statistics, daily scheduling reports and distributed required reports to proper staff
- I made daily confirmation calls for to clients/patients requesting required document and verifying insurance information
- I assisted and supported the supervisor in daily filing of patient charts, patient payment information, staff scheduling and patient appointments.
Receptionist
The Lakes Family Dental
05.2012 - 09.2015
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- I was responsible for communicating with patients orally and via written correspondence to ensure all needs were met
- I maintained confidential files, reports, and imaging when performing data entry like patient identifiers, health history and billing information into the Eaglesoft system
- I scanned all patient records and documentation into the patient chart in the Eaglesoft system and all required insurance information
- I received, sorted, and routed mail within the dental office to ensure grievances, bills and correspondence requests were answered in a timely manner
- I have knowledge of account processing by conducting monthly reoccurring payments provided by the accounting office
- Kept reception area clean and neat to give visitors positive first impression.
- Handled cash transactions and maintained sales and payments records accurately.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Responded to inquiries from callers seeking information.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Answered central telephone system and directed calls accordingly.
- Supported office efficiency by performing clerical tasks such as data entry, photocopying, scanning, and faxing documents.
- Demonstrated strong multitasking abilities while managing numerous tasks simultaneously under tight deadlines.
- Handled sensitive information with discretion while maintaining strict confidentiality standards.
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
- Restocked supplies and submitted purchase orders to maintain stock levels.
Marketing, Cashier, Customer Service
American Eagle Outfitters
08.2006 - 06.2012
- Greeted customers entering store and responded promptly to customer needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Effectively calculated discounts when appropriate, marked inventory with sales price tags, and rearranged floor and stock items to reflect sales promotions
- I participated in seasonal promotions and advertising campaigns that required dressing mannequins, introducing products to customers, and explaining credit card promotions
- I was responsible for processing and completing credit card applications for customer credit accounts.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Built relationships with customers to encourage repeat business.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Stocked, tagged and displayed merchandise as required.
- Contributed to store success by maintaining high standards of cleanliness throughout the facility.
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
- Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.
Education
Associates in Teaching -
Eastern Gateway Community College
Billing and Coding -
South Texas College
McAllen, TXHealth Services -
University of Texas Pan American
Edinburg, TX05.2010
HS Diploma - Dual Enrollment
PSJA Memorial High School
Alamo, TX05.2009
Skills
- Fluent Bilingualism
- Call center experience
- Problem-Solving
- Customer Support
- Document Translation
- Payment Processing
- Records Review
- Payment Collection
- Teamwork and Collaboration
- Customer Service
Certificates Trainings
- CPR Certified, The American Heart Association
- Kronos, Time Keeping Training
- Suicide Prevention Training
- Proficient in Salesforce
- Genesys Phone System
- PMAB- Prevention and Management of Aggressive Behavior Training
Languages
Spanish
Full Professional
English
Full Professional
Timeline
Bilingual Customer Service Agent
Ttec (TeleTech) - HealthCare Solutions
08.2023 - Current
Correctional Clinical Associate
University Of Texas Medical Branch-Garza Unit
06.2019 - 12.2020
Clerk/Appt Coordinator
Tropical Texas Behavioral Health
10.2015 - 05.2019
Receptionist
The Lakes Family Dental
05.2012 - 09.2015
Marketing, Cashier, Customer Service
American Eagle Outfitters
08.2006 - 06.2012
Associates in Teaching -
Eastern Gateway Community College
Billing and Coding -
South Texas College
Health Services -
University of Texas Pan American
HS Diploma - Dual Enrollment
PSJA Memorial High School