Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Carmen Gutierrez

Woodside

Summary

Dynamic and results-oriented professional with extensive experience at United Healthcare, adept in streamlining operations and enhancing efficiency. Excelled in customer service and problem-solving, significantly improving patient satisfaction. Skilled in computer applications and adept at fostering teamwork, consistently meeting or exceeding project goals. Demonstrated ability to adapt quickly, ensuring compliance and confidentiality in all tasks.

Overview

12
12
years of professional experience

Work History

Government Aoperations Medicare and Retirement

United Healthcare
06.2022 - Current
  • Streamlined government operations by identifying inefficiencies and implementing effective solutions.
  • Prepared comprehensive reports detailing project progress, outcomes, and recommendations for future initiatives.
  • Optimized budget allocation by conducting thorough financial analyses and recommending cost-saving measures.
  • Developed strategic plans to guide departmental goals, resulting in increased efficiency and effectiveness.
  • Self-motivated, with a strong sense of personal responsibility.
  • Worked effectively in fast-paced environments.
  • Skilled at working independently and collaboratively in a team environment.
  • Proven ability to learn quickly and adapt to new situations.
  • Developed and maintained courteous and effective working relationships.
  • Demonstrated strong organizational and time management skills while managing multiple projects.
  • Learned and adapted quickly to new technology and software applications.
  • Provided exceptional customer service, assisting patients in understanding their insurance benefits and financial responsibilities.
  • Collaborated with medical staff to obtain necessary documentation for accurate claim submissions.
  • Served as a reliable resource for colleagues, sharing expertise on industry trends, changes in coding practices, or updates to payer requirements as needed.
  • Maintained compliance with industry regulations by staying updated on coding changes and guidelines.
  • Demonstrated adaptability during software transitions, quickly learning new systems to maintain productivity levels throughout implementation periods.
  • Maintained strict confidentiality of sensitive patient information, adhering to HIPAA guidelines and other applicable regulations in all aspects of the role.
  • Increased patient satisfaction by efficiently processing insurance claims and addressing inquiries.
  • Followed up on denied claims to verify timely patient payment and resolution.
  • Analyzed customer needs to provide customized insurance solutions.
  • Calculated premiums and established payment methods for sales.
  • Generated leads through cold-calling, networking and other outreach methods.
  • Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
  • Facilitated access to healthcare for non-native speakers by translating medical documents and patient information.
  • Ensured high-quality translations by rigorously proofreading and editing documents.
  • Bridged communication gaps for non-English speaking clients, enabling smoother business transactions.
  • Interpreted conversations between foreign language-speaking clients and others.
  • Collaborated with team to translate series of documents from English to other languages.

Call Center Representative

Sitel
06.2018 - 03.2022
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
  • Collaborated with team members to share best practices and improve overall team performance in meeting targets.

Medical Front Desk Coordinator

Priority Medical Clinic
05.2013 - 02.2018
  • Ensured accurate billing by carefully reviewing invoices before issuing them to clients or submitting payment requests internally.
  • Balanced daily cash drawer reconciliations, ensuring accurate financial recordkeeping.
  • Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
  • Maintained strict confidentiality when handling sensitive client information in accordance with company policies.
  • Successfully managed challenging situations involving guest complaints or issues by employing excellent problem-solving skills.
  • Updated client records accurately and efficiently, ensuring data integrity within the system.
  • Facilitated effective communication between clients, guests, and internal staff by serving as a central point of contact.
  • Scheduled appointments in computer system.
  • Maintained a clean, organized reception area, creating a welcoming atmosphere for clients and visitors.
  • Collaborated with team members to address guest needs and ensure seamless operations.
  • Monitored inventory levels of office supplies, placing orders as needed to prevent shortages or delays.
  • Maintained office supplies by taking inventory and submitted orders for low-stock items.
  • Managed appointment scheduling, ensuring optimal use of resources and minimizing conflicts.
  • Read and responded to emails, answered telephone calls on multi-line phone system and transferred callers.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Contributed positively to the workplace environment through friendly interactions with colleagues while promoting teamwork.
  • Used Software to maintain and update records of internal data.
  • Enhanced customer satisfaction by promptly addressing inquiries and resolving concerns at the front desk.
  • Verified patient demographic information, copied documentation and directed to provided information.
  • Answered customer telephone calls promptly and appropriately handled needs.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Collected room deposits, fees, and payments.

Education

Business Management - Business

Ave María University
Latin American Campus

Skills

  • Friendly, positive attitude
  • Customer service
  • Problem-solving
  • Teamwork and collaboration
  • Flexible and adaptable
  • Dependable and responsible
  • Critical thinking
  • Computer skills
  • Active listening
  • Organization and time management
  • Decision-making
  • Problem resolution
  • Excellent communication
  • Multitasking Abilities

Languages

Spanish
Full Professional

Timeline

Government Aoperations Medicare and Retirement

United Healthcare
06.2022 - Current

Call Center Representative

Sitel
06.2018 - 03.2022

Medical Front Desk Coordinator

Priority Medical Clinic
05.2013 - 02.2018

Business Management - Business

Ave María University

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Carmen Gutierrez