Beatriz Rodriguez
Certified Professional Coder
Summary
Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level CPC-A position. Ready to help team achieve company goals.
Overview
18
18
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
Customer Service Representative Supervisor
AhmaRx
New York, NY
07.2017 - 12.2022
- Assessed customer service data to identify and address improvement opportunities.
- Monitored/evaluated customer service calls to verify representatives' adherence to service standards and best practices.
- Resolved escalated customer service inquiries and complaints to maintain satisfaction.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
- Completed bi-weekly payroll for 8 employees.
- Received, processed and entered prescription orders into pharmacy databases.
- Requested updated prescriptions and medical information from physicians and patients.
- Prepared bills for clients and submitted required paperwork to insurance companies.
- Answered customer phone calls to address questions and provide assistance with prescriptions.
Team Trainer and Lead Agent
Irmat Pharmacy
New York, NY
02.2014 - 12.2016
- Trained and mentored over 50 new personnel hired.
- Coordinated training schedules across sites with supervisors and managers to optimize training initiatives and work-flow management
- Wrote training manuals for Customer Service employees according to strict company guidelines and URAC protocols.
- Facilitated virtual, in-person and blended learning sessions.
- Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
- Established and maintained patient profiles, updating organizational database with current information.
- Answered customer questions regarding prescribed medications, over-the-counter products, and insurance coverage.
- Processed payments, returns and exchanges using pharmacy POS system to accurately manage transactions.
- Explained medication use and side effects under pharmacist direction.
- Confirmed customer information and insurance eligibility for prescriptions.
- Maintained up-to-date knowledge of product and service changes.
- Responded proactively and positively to rapid change.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Reservation Lead Agent/Amadeus Trainer
El Al Airlines
New York, NY
05.2005 - 08.2012
- Managed and closed reservation calls to increase bookings by maintaining strong knowledge of services.
- Provided customers with information about availability and pricing.
- Prepared customer invoices, accepted payments, and processed refund and cancellation requests.
- Developed effective training plans based on department needs and objectives.
- Developed lesson plans, instructional materials and written practice tests for Reservations and Ticketing training courses.
- Trained and mentored all new personnel hired in North and South America offices to fulfill various roles.
- Coordinated training schedules across sites with supervisors and managers to optimize training initiatives and work-flow management
- Provided coaching and mentoring to employees.
Education
Bachelor of Science - Clinical Lab Studies
Florida Gulf Coast University
Florida 08.1998 - 05.2002
Skills
Training and mentoring
Customer service support
Standardized classification workflow
Medical Terminology
Data Entry and Management
Decision making/Problem Solving
Time Management
Insurance claims analysis
ICD-10 coding
Multitasking Abilities
Teamwork and Collaboration
Critical Thinking
Good Telephone Etiquette
Patient data compilation
Data security procedures
Certification
CPC - Certified Professional Coder
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
You are never too old to be what you might have been.
George Eliot
Timeline
CPC - Certified Professional Coder
07-2023
Customer Service Representative Supervisor
AhmaRx
07.2017 - 12.2022
Team Trainer and Lead Agent
Irmat Pharmacy
02.2014 - 12.2016
PT - Phlebotomy Technician
06-2005
Reservation Lead Agent/Amadeus Trainer
El Al Airlines
05.2005 - 08.2012
Bachelor of Science - Clinical Lab Studies
Florida Gulf Coast University
08.1998 - 05.2002