Bianca Ortiz
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the healthcare industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with outstanding passion for developing relationships, cultivating partnerships and growing businesses.
Overview
7
7
years of professional experience
Work History
Client Services Representative
CareCentrix
05.2020 - Current
- Enhanced client satisfaction by providing timely and accurate information on products and services.
- Delivered exceptional customer service by actively listening to concerns and promptly addressing them.
- Collaborated with cross-functional teams to resolve complex client issues quickly and efficiently.
- Mentored junior representatives, sharing best practices and industry insights to enhance overall team performance.
- Maintained and managed customer files and databases.
- Utilized active listening skills to identify customer needs and provide appropriate solutions.
Patient Care Coordinator
Walgreens Boots Alliance
10.2018 - 09.2020
- Managed patient care plans, coordinated treatments, and assisted with insurance issues.
- Connected patients with pharmacists and provided education on their conditions.
- Specialized in handling accounts for patients using specialty medications.
- Assisted patients with completing necessary paperwork and forms to provide healthcare facilities with essential information to bill for services.
- Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
Attractions Cast Member
Disney
09.2017 - 09.2019
- Enhanced guest experience by providing exceptional customer service and maintaining a positive attitude.
- Collaborated with fellow cast members to ensure seamless teamwork and coordinated efforts for optimal guest satisfaction.
- Facilitated accessibility for guests with disabilities through proper assistance procedures according to company policies.
- Promoted adherence to safety guidelines amongst guests by consistently reinforcing rules during pre-boarding announcements or in-person reminders.
- Maintained a high level of personal presentation according to company standards, ensuring a professional and approachable image at all times.
- Handled guest concerns and complaints with professionalism, empathy, and effective problem-solving skills.
- Enhanced overall attraction presentation by maintaining clean surroundings at all times including queue areas, ride vehicles, and exit paths.
- Nurtured a welcoming atmosphere for diverse guest populations through cultural sensitivity training application in daily interactions.
Customer Service Representative
Logiticare
11.2018 - 01.2019
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Streamlined call center processes for improved efficiency and reduced wait times.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Coordinated medical transportation services for patients, liaising with contracted companies to address any issues or concerns. Initiated and managed calls to arrange transportation for patients' doctor appointments
Education
No Degree - Liberal Arts And General Studies
North Shore Community College
Danvers, MASkills
- Strong empathy
- Client Relationship Building
- Call center experience
- Data entry proficiency
- Document processing
- Clerical Support
- Report Preparation
- Records Maintenance
- Outbound Calling
- Client Relations
Accomplishments
- Assisted in supervising a team of 15 staff members.
- Documented and resolved customer complaints promptly, leading to recognition as Employee of the Month within my first month of employment.
Languages
Spanish
Limited Working
Timeline
Client Services Representative
CareCentrix
05.2020 - Current
Customer Service Representative
Logiticare
11.2018 - 01.2019
Patient Care Coordinator
Walgreens Boots Alliance
10.2018 - 09.2020
Attractions Cast Member
Disney
09.2017 - 09.2019
No Degree - Liberal Arts And General Studies
North Shore Community College
Similar Profiles
Charles WhiteCharles White
Healthcare Customer Service Expert at CareCentrixHealthcare Customer Service Expert at CareCentrix
Renee C. JohnsonRenee C. Johnson
Customer Solutions Expert II – Verifications Associate/Claim Service Center at CARECENTRIXCustomer Solutions Expert II – Verifications Associate/Claim Service Center at CARECENTRIX
Cameron LawrenceCameron Lawrence
Enterprise Support Technician at CareCentrixEnterprise Support Technician at CareCentrix
UNIQUE DemorcyUNIQUE Demorcy
Clinical Review Nurse at CareCentrixClinical Review Nurse at CareCentrix
Daniel PattaDaniel Patta
Client Services Representative at CIBC Asset ManagementClient Services Representative at CIBC Asset Management