Blanca Juarez
Pharr,TX
Summary
Skilled administrative team member with in-depth understanding of medical standards, compliance requirements and operational procedures. Practiced problem-solver with friendly and caring mentality and excellent communication skills. Expertise in inventory management, customer service and inner-office operations.
Resourceful Customer Service Representative known for high productivity and efficient task completion. Specialized in communication, problem-solving, and time management skills, ensuring smooth operations in customer service environments. Excel in listening, empathy, and patience, which are crucial for addressing customer needs effectively and building positive relationships.
Overview
10
10
years of professional experience
Work History
Associate Customer Service Representative
United Concordia
Camp Hill
10.2023 - Current
- Verified patient's eligibility for benefits under various insurance plans.
- Provided clear explanations of benefits, eligibility requirements, and applicable laws when communicating with customers.
- Performed follow-up calls as necessary to ensure satisfactory resolution of customer inquiries.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Maintained accurate documentation on all pre-authorization requests, denials and appeals.
- Maintained confidentiality of patient information in accordance with HIPAA regulations.
- Responded to patient inquiries regarding insurance coverage and billing issues.
- Determined estimated self-pay portion by calculating charges, co-insurance and deductibles.
- Educated patients on their insurance benefits and coverage limitations.
- Collaborated with healthcare providers to communicate insurance coverage and authorization details.
- Managed multiple tasks and priorities in a high-volume, fast-paced environment.
- Navigated through multiple online systems to obtain documentation.
- Transmitted medical records and other correspondence by mail, e-mail, or fax.
- Worked collaboratively with other departments such as billing, coding, clinical documentation improvement specialists when necessary.
- Verified patient demographic information in order to ensure accuracy of data entry.
- Adhered to HIPAA regulations when handling confidential patient information.
- Assisted in checking patient's insurance eligibility prior to their appointment.
- Interpreted medical information accurately and effectively between Spanish-speaking patients and healthcare providers.
Bilingual Customer Service Representative
US Bank National Association
Minneapolis, Minnesota
10.2021 - 07.2023
- Displayed patience and understanding when dealing with difficult situations.
- Resolved customer complaints in a professional manner while adhering to corporate policies and procedures.
- Took ownership of each call by listening attentively to understand individual needs.
- Provided feedback to management regarding potential areas of improvement within the department or organization as a whole.
- Utilized multiple computer systems to access customer accounts, process payments, update account status.
- Responded to customer inquiries in both English and Spanish languages, providing accurate information about products and services.
- Documented customer correspondence in CRM to track requests, problems, and solutions.
- Identified suspicious activity or fraud attempts on customer accounts.
- Issued debit cards and checks to customers upon request.
- Assisted customers with opening new accounts, answering inquiries, and processing transactions.
- Resolved problems or discrepancies concerning customers' accounts.
Senior Health Coordinator
Docs Healthcare
McAllen, TX
02.2020 - 08.2021
- Acted as a liaison between patients, family members and healthcare providers during times of crisis or illness.
- Coordinated with other departments to develop new strategies for improving overall patient care.
- Arranged transportation for patients requiring specialty care outside of their local area.
- Monitored compliance with regulatory standards related to patient safety and quality assurance.
- Communicated with patients with compassion while keeping medical information private.
- Explained policies, procedures and services to patients.
- Ensured that appropriate measures were taken when disposing of confidential information or materials containing protected health information.
- Scanned documents into appropriate databases for storage purposes.
- Performed data entry from paper documents, emails, and other sources into computer systems.
- Maintained confidentiality of sensitive information.
- Utilized specialized software applications related to the job role.
- Exceeded quality goals to support team productivity.
- Obtained scanned records and uploaded into company databases.
Customer Support
GB Power
Mission, Texas
03.2018 - 01.2020
- Provided comprehensive customer support and troubleshooting assistance to customers.
- Monitored incoming calls and emails for customer support issues.
- Provided customer support and assistance to clients related to billing and payment issues.
- Provided customer support to incoming inquiries via telephone, email and chat.
- Created detailed documentation of customer support cases in company database.
- Investigated escalated customer support inquiries and provided resolution based on established guidelines.
- Resolved customer support requests related to back-end applications in a timely manner.
Medical Office Specialist
Womens Specialist Of Mcallen
McAllen, TX
11.2016 - 01.2018
- Answered and directed incoming calls in a professional manner.
- Provided administrative support to medical staff, including scheduling patient appointments and managing physician calendars.
- Provided translation services between English-speaking providers and Spanish-speaking patients.
- Maintained confidentiality of sensitive patient information in accordance with HIPAA regulations.
- Greeted patients upon arrival at the office, checked-in patients, collected necessary paperwork, and provided directions to exam rooms.
- Verified accuracy of insurance claims prior to submission for payment processing.
- Performed data entry of patient information into electronic health records system.
- Collected co-pays and insurance data, applying full and proper payment to patient accounts.
Cashier Team Lead
Alejandros Bakery
McAllen, Texas
05.2015 - 09.2016
- Continually evaluated processes for improvement opportunities and implemented changes accordingly.
- Resolved discrepancies between POS system and physical money amounts in drawers at end of shift.
- Analyzed sales data reports to identify trends in customer buying habits.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Provided excellent customer service while promoting loyalty programs to increase sales potential.
- Issued receipts, refunds, credits or change due to customers.
- Stocked shelves with merchandise when needed.
- Trained new team members in cash register operation, stock procedures, and customer services.
Education
Medical Office Specialist Certificate - Health Administration
South Texas College
McAllen, TX06-2017
High School Diploma -
Ballew High School
Pharr, TX05-2016
Skills
- Scheduling
- Account updating
- Complaint resolution
- Multi-line telephone operations
- CRM software
- Live chat support
- Microsoft PowerPoint
- Microsoft office expertise
- Problem-solving
- Typing proficiency
- Computer proficiency
- Time management
- Multitasking and organization
- Documentation
- Active listening
- Data entry
- Adaptability and flexibility
- Empathy and patience
- Conflict resolution
- Call escalation
- Decision-making
- Inbound and outbound calling
- Task prioritization
- Customer service focus
- Salesforce experience
- Rapport building
- Understanding customer needs
- Professionalism
- Process transactions
- Call documentation
- Phone etiquette
- Customer service
- Claims review
- Attention to detail
- Fluent spanish
- Fluent english
- Healthcare industry
- HIPAA
Timeline
Associate Customer Service Representative
United Concordia
10.2023 - Current
Bilingual Customer Service Representative
US Bank National Association
10.2021 - 07.2023
Senior Health Coordinator
Docs Healthcare
02.2020 - 08.2021
Customer Support
GB Power
03.2018 - 01.2020
Medical Office Specialist
Womens Specialist Of Mcallen
11.2016 - 01.2018
Cashier Team Lead
Alejandros Bakery
05.2015 - 09.2016
Medical Office Specialist Certificate - Health Administration
South Texas College
High School Diploma -
Ballew High School