Aydee Gines
Dade City
Summary
Results-driven professional with 14 years of diverse experience in the medical industry. Strong work ethic, attention to detail, and exceptional judgment. Known for interpersonal skills and passion for assisting others. Skilled in providing top-notch customer service to patients, colleagues, and management, fluent in Spanish. Proven customer service specialist enhancing satisfaction and fostering teamwork through communication and problem-solving. Ability to adapt to evolving needs and deliver high-quality results. Background in leadership, conflict resolution, and process improvement.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Lead Customer Service Advocate
Centene
12.2024 - Current
- Leads the customer service outbound team to reach out to members and/or providers for educational or informational purposes to help support solutions
- Handles escalated calls in the event providers are unable to deliver solutions and alerts management as appropriate
- Serves as the front-line support on various provider inquiries, requests, or concerns
- Works with senior team members and management to identify product awareness campaigns, policy changes, directory audits, monthly provider satisfaction surveys, and basic claims related outreach to share with providers
- Continues to develop in-depth knowledge and deep expertise in multiple additional markets and/or plans in multiple subject areas and responds to complex or escalated questions
- Leads the customer service team in providing resolution and collaborates inter-departmentally to resolve inquiries or concerns
- Reviews inquiries, requests, or concerns to provide updates to senior team members and management
- Collaborates with training teams to develop educational and informational materials and/or programs to ensure quality and adherences to policies and procedures
- Documents information including demographics, call summaries, and communications for quality and performance tracking through the Customer Relationship Management (CRM) applications
- Performs other duties as assigned
- Complies with all policies and standards
Customer Service Advocate II
Centene
06.2023 - 12.2024
- Reaches out to members and/or providers for educational or informational purposes to help support solutions.
- Serves as the front-line support on various member inquiries, requests, or concerns.
- Maintains performance and quality standards based on established contact center metrics.
- Documents information including demographics, call summaries, and communications for quality and performance tracking through CareConnects, Omni, Salesforce, and Scripter.
- Remains up-to-date and adheres to quality standards, regulation, and all other policies to ensure quality, consistency, and compliance
- Performs other duties as assigned
- Pivot to various campaigns, e.g., Welcome, Welcome back and PSO
- Complies with all policies and standards
Patient Access agent
Physicians Regional
03.2022 - 12.2022
- Answer incoming calls
- Schedule patient appointments
- Collect and confirm patient demographics
- Verify insurance eligibility
Front Office Assistant
Zephyrhills Family Practice and Geriatric care
04.2018 - 10.2020
- Greet and register patients as they walk in
- Answer incoming calls accordingly
- Collect copays/deductibles/balances
- Take/give messages to Physicians
- Balance money received
- Maintain contact with other specialty offices/Hospitals
- Work along side other staff to meet patient needs
Admitting Clerk
Bayfront Health
08.2013 - 07.2018
- Register patients
- Processes related paperwork
- Interviewing patients
- Preparing standard registration forms
- Perform other admission or transfer related tasks
- Perform clerical and secretarial work
- Perform a variety of tasks
- Answer and transfer phone calls
- Verify Patient insurance
Front Office Assistant
Florida Hospital Physicians Group
12.2015 - 12.2017
- Register patients as they walk in
- Verify patient demographics
- Verify patient insurance
- Collect copays and/or previous balance
- Unlock the door
- Answer phone calls
- Make patient appointment
Medical Assistant
Tampa Family Health Center
11.2011 - 08.2013
- Perform direct patient care and administrative duties.
- Prepare patients for examination and treatment.
- Document patient histories and vital signs.
- Ensure exam rooms are stocked with necessary instruments and handle sterilization.
- Administer injections and vaccines, phlebotomy, and urinalysis.
- Take care of ear lavages, read pulse oxidations, and administer peak flow test.
- Schedule tests and treatments.
- Carry-out urine culture tests.
- Answer phones, check patients in and out, and handle general filing.
- Manage patient files, records and other information.
- Document immunization history in Florida Shots website.
- Maintain equipment for use at all times in a clean and safe condition.
Receptionist
Lacoochee Elementary School
01.2009 - 01.2010
- Offered friendly and professional assistance.
- Answered phones, routed calls, handled inquiries from the public and provided information related to the school.
- Coordinated incoming and outgoing mail.
- Set and confirmed appointments.
- General office duties including filing.
Education
Patient Care Technician - undefined
Ultimate Medical Academy
Tampa, FL01.2011
undefined
Pasco-Hernando Community College
Dade City, FLDiploma - undefined
Pasco High School
Dade City, FL01.2010
Skills
- Able to interact with patients and family members, in a caring and professional manner
- Skilled and competent in medical office functions
- Operates with high degree of sensitivity and confidentiality
- Solid verbal, written and interpersonal skills
- Team player attitude and spirit
- Identifies problems and implement resolutions with minimal direction and guidance
- Well-organized with strong multi-tasking and time management skills
- Call center experience
- Fast learner
- Customer service
- Team member training
- Willingness to lead
Accomplishments
- Collaborated with team Supervisor in educating agents on new phone system
- Assisted multiple New Hire classes as a SME (Subject Matter Expert)
- Worked hand in hand with Dialer Team to problem solve during new campaign and assisted with resolution
Certification
Patient Care Technician - Diploma
EXTERNSHIP
Gained valuable experience at John Knox Village and Belvedere Commons, located in Tampa, Florida for a total of 180 hours.
Languages
Spanish
Timeline
Lead Customer Service Advocate
Centene
12.2024 - Current
Customer Service Advocate II
Centene
06.2023 - 12.2024
Patient Access agent
Physicians Regional
03.2022 - 12.2022
Front Office Assistant
Zephyrhills Family Practice and Geriatric care
04.2018 - 10.2020
Front Office Assistant
Florida Hospital Physicians Group
12.2015 - 12.2017
Admitting Clerk
Bayfront Health
08.2013 - 07.2018
Medical Assistant
Tampa Family Health Center
11.2011 - 08.2013
Receptionist
Lacoochee Elementary School
01.2009 - 01.2010
Patient Care Technician - undefined
Ultimate Medical Academy
undefined
Pasco-Hernando Community College
Diploma - undefined
Pasco High School
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