Carmen Ramos
West Valley City,UT
Summary
Dynamic Patient Service Representative with a proven track record at Granger Medical Clinic, enhancing patient satisfaction through effective communication and conflict resolution. Skilled in HIPAA compliance and appointment scheduling, I streamlined processes, reducing wait times and improving patient throughput, while fostering a collaborative team environment.
Overview
12
12
years of professional experience
Work History
Patient Service Representative
Granger Medical Clinic
West Jordan, UT
02.2022 - Current
- Managed patient scheduling and appointment coordination to optimize clinic workflow.
- Facilitated effective communication between patients and healthcare providers to enhance service delivery.
- Resolved patient inquiries and concerns efficiently, improving overall satisfaction.
- Maintained accurate patient records using electronic health record systems for compliance and accessibility.
- Streamlined intake processes, reducing wait times and increasing patient throughput.
- Trained new staff on clinic protocols and customer service standards to ensure consistency in operations.
- Collaborated with medical team to implement process improvements, enhancing operational efficiency.
- Led initiatives to improve patient engagement through feedback collection and response strategies.
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Managed patient registration process, confirming data accuracy and completeness.
- Used Software to schedule appointments.
- Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.
- Handled customer service inquiries in person, via telephone and through email.
- Assisted patients in filling out check-in and payment paperwork.
- Facilitated patient registration by accurately entering demographic and insurance information into electronic health record systems.
- Entered patient demographic and insurance data into electronic medical record system.
- Processed medical records requests efficiently, safeguarding patient privacy while ensuring timely information access for healthcare providers.
- Served as a reliable source of information for patients regarding appointment scheduling, insurance coverage inquiries, and general office policies.
- Assisted with insurance verification tasks, ensuring accurate billing and timely reimbursement for services rendered.
- Took copayments and compiled daily financial records.
- Balanced deposits and credit card payments each day.
- Built and maintained positive working relationships with patients and staff.
- Actively participated in team meetings focused on improving workflows and enhancing overall practice performance.
- Handled complex insurance pre-authorization processes accurately, enabling timely delivery of necessary medical services.
- Coordinated referrals efficiently between primary care providers and specialists, ensuring a seamless patient experience.
- Managed waiting room operations effectively, addressing any issues or concerns that arose during peak hours.
- Streamlined appointment scheduling for increased patient convenience and reduced wait times.
- Increased overall practice revenue by diligently collecting copayments and outstanding balances at the time of service.
- Collaborated with clinical staff to coordinate care plans, resulting in improved patient outcomes.
- Reduced no-show rates through consistent appointment reminder calls, leading to improved clinic productivity.
- Enhanced office efficiency by managing multi-line phone systems and promptly directing calls to appropriate personnel.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Provided compassionate support for patients facing financial challenges, assisting them in navigating available resources and payment options.
- Supported new Patient Service Representatives'' orientation process by sharing expertise on office procedures.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Answered incoming calls, scheduled appointments and filed medical records.
- Provided excellent customer service to patients and medical staff.
- Verified patient insurance eligibility and entered patient information into system.
- Greeted and assisted patients with check-in procedures.
- Followed document protocols to safeguard confidentiality of patient records.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Trained new staff on filing, phone etiquette and other office duties.
- Facilitated communication between patients and various departments and staff.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Engaged with patients to provide critical information.
- Responded to inquiries by directing calls to appropriate personnel.
- Resolved customer complaints using established follow-up procedures.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Organized patient records and database to facilitate information storage and retrieval.
Server
Francesco’s
Taylorsville, UT
02.2020 - Current
- Provided exceptional customer service, ensuring guest satisfaction through attentive communication and prompt assistance.
- Managed multiple tables efficiently, balancing priorities to maximize dining experience for guests.
- Collaborated with kitchen staff to ensure accurate order preparation and timely delivery of meals.
- Trained new servers on company protocols and best practices for customer interaction and service efficiency.
- Implemented suggestions for menu improvements based on customer feedback, enhancing overall dining appeal.
- Oversaw daily operations during peak hours, coordinating team efforts to maintain high service standards.
- Mentored junior staff, fostering a collaborative environment that improved team performance and morale.
- Developed streamlined processes for order taking and payment processing, reducing wait times for customers.
- Demonstrated strong multitasking skills by managing multiple tables simultaneously without compromising service quality.
- Served food and beverages promptly with focused attention to customer needs.
- Worked with POS system to place orders, manage bills, and handle complimentary items.
- Collaborated with team members during busy shifts for efficient workflow and excellent guest experiences.
- Cultivated warm relationships with regular customers.
- Performed opening and closing duties, ensuring the dining area was prepared for seamless service transitions.
- Enhanced customer satisfaction by promptly attending to their needs and providing personalized service.
- Maintained a clean and orderly dining area for an enjoyable guest experience.
- Provided attentive service during high-volume periods without sacrificing attention to detail or guest rapport.
- Bussed and reset tables to keep dining room and work areas clean.
- Addressed customer complaints or concerns professionally, ensuring swift resolution and maintaining positive relationships.
- Assisted in training new hires, providing guidance on restaurant standards and best practices.
- Resolved customer complaints promptly and professionally to maintain positive reputation.
- Maintained clean and organized dining areas to uphold restaurant hygiene standards.
- Handled cash transactions accurately, contributing to balanced daily financial reports.
Phone Banker
Black Turtle Services
Sandy, UT
07.2019 - 01.2020
- Managed high-volume inbound calls to assist customers with account inquiries and transactions.
- Processed customer requests efficiently, ensuring compliance with company policies and procedures.
- Collaborated with team members to improve response times and enhance customer satisfaction levels.
- Trained new staff on operational procedures, enhancing team performance and service quality.
- Resolved complex customer issues through effective problem-solving techniques, increasing first-call resolution rates.
- Utilized CRM software to track customer interactions and maintain accurate records for follow-up actions.
Cashier
WinCo Foods
West Valley City, UT
09.2017 - 07.2019
- Mentored new employees on cashier duties and best practices, improving overall staff performance.
- Adapted quickly to new technologies implemented at POS systems, ensuring seamless transition periods for both staff and customers.
- Developed rapport and fostered brand loyalty by offering personalized service.
- Improved store atmosphere with thorough and prompt cleaning of checkout area.
- Contributed to significant decrease in queue times by streamlining checkout process.
- Enhanced customer service experience by efficiently processing purchases and returns.
- Supported marketing initiatives by setting up and maintaining promotional displays.
- Reduced processing errors by meticulously following transaction procedures.
- Improved efficiency, organized checkout area for optimal workflow.
- Facilitated positive shopping experience, greeted customers warmly upon entry.
- Boosted team efficiency, shared best practices in cash handling and customer interaction.
- Maintained up-to-date knowledge of store policies and procedures, ensuring compliance in all transactions.
- Strengthened team morale and cooperation by assisting coworkers during peak hours.
- Enhanced customer loyalty by participating in rewards program enrollment.
- Performed cash, card, and check transactions to complete customer purchases.
- Operated cash register to record transactions accurately and efficiently.
- Handled cash with high accuracy and took care to check bills for fraud.
- Used POS system to enter orders, process payments and issue receipts.
- Learned duties for various positions and provided backup at key times.
- Worked with floor team and managers to meet wide range of customer needs.
- Responded promptly to requests for assistance, spills and customer inquiries.
- Processed refunds and exchanges in accordance with company policy.
- Reconciled cash drawer at start and end of each shift, accounting for errors, and resolving discrepancies.
- Maintained current knowledge of store promotions and highlighted sales to customers.
- Encouraged customers to make additional purchases by highlighting current deals and keeping lane well-stocked.
- Conducted inventory counts by adding each item in stock and documenting in computer system.
- Implemented strategies for reducing checkout wait times, enhancing customer satisfaction.
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Stocked, tagged and displayed merchandise as required.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Answered questions about store policies and addressed customer concerns.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Contributed to store success by maintaining high standards of cleanliness throughout the facility.
- Addressed customer needs and made product recommendations to increase sales.
- Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.
- Provided backup support for other departments when needed, showcasing versatility within the retail environment.
- Ensured compliance with company policies and procedures while processing transactions efficiently.
- Exceeded productivity goals through consistent attention to detail and organization during busy shifts.
Phone Operator
Black Turtle Services
Sandy, UT
01.2017 - 03.2017
- Managed high-volume inbound calls, ensuring prompt and accurate responses to customer inquiries.
- Utilized CRM software to document interactions, improving data entry accuracy and client follow-up processes.
- Assisted in training new staff on call handling protocols and customer service best practices.
- Resolved customer complaints efficiently, enhancing overall satisfaction and retention rates.
- Contributed to a positive work environment by supporting team members in handling difficult calls or resolving complex issues.
- Enhanced customer satisfaction by efficiently handling incoming calls and addressing inquiries.
- Pleasantly greeted all callers and asked how to be of assistance.
- Managed multi-line phone system, expertly navigating between calls while maintaining a friendly demeanor.
- Handled escalated customer concerns with empathy and tact, leading to satisfactory resolutions.
- Collected and verified telephone numbers, addresses, and proper spelling of names.
- Delivered exceptional service through active listening, clear communication, and professional etiquette on each call handled.
- Managed multi-line phone system directing individuals to desired personnel and providing general information about operations.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Developed strong working knowledge of company policies and procedures to provide accurate guidance to callers.
- Addressed customer inquiries promptly, resulting in increased efficiency of overall call management process.
- Assisted customers with scheduling appointments, confirming details, and making necessary adjustments.
House Cleaner
Sunshine Maids
Riverton, UT
08.2016 - 12.2016
- Performed thorough cleaning tasks, ensuring high standards of cleanliness and organization in residential spaces.
- Utilized industry-standard cleaning products and equipment to maintain safe and effective cleaning practices.
- Adapted cleaning techniques based on client preferences and specific requests for customized service delivery.
- Trained new team members on proper cleaning protocols and safety measures to enhance overall team performance.
- Managed time effectively to complete tasks within designated schedules while maintaining quality standards.
- Developed positive relationships with clients through exceptional service, fostering trust and repeat business opportunities.
- Disinfected and mopped bathrooms to keep facilities sanitary and clean.
- Collaborated with team members to streamline workflows, improving efficiency during peak cleaning periods.
- Created spotless surfaces by dusting, sweeping, vacuuming and mopping.
- Mopped hardwood, laminate, ceramic, vinyl, glass and wood surfaces.
- Maintained a safe working environment through proper use of cleaning products and equipment.
- Developed strong relationships with clients through consistent high-quality service and friendly interactions.
- Vacuumed rugs and carpeted areas in offices, lobbies, and corridors.
- Enhanced client satisfaction by delivering thorough and efficient cleaning services tailored to individual needs.
- Hand-dusted and wiped down office furniture, fixtures, and window sills to keep areas clean and comfortable.
- Organized tasks efficiently, prioritizing workload according to client preferences and property requirements.
- Demonstrated flexibility in scheduling, accommodating last-minute requests and urgent cleaning needs.
Cashier
Shopko
Taylorsville, UT
10.2015 - 07.2016
- Trained new cashiers on procedures and customer engagement best practices.
- Implemented strategies for reducing checkout wait times, enhancing customer satisfaction.
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
- Built relationships with customers to encourage repeat business.
- Helped customers complete purchases, locate items, and join reward programs.
- Restocked and organized merchandise in front lanes.
- Assisted customers with returns, refunds and resolving transaction issues.
- Counted money in cash drawers at beginning and end of shifts to maintain accuracy.
- Stocked, tagged and displayed merchandise as required.
- Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
- Resolved customer complaints professionally, leading to improved customer relations and loyalty.
- Handled multiple payment methods securely, minimizing discrepancies and potential losses.
- Answered questions about store policies and addressed customer concerns.
- Enhanced customer satisfaction by providing efficient and accurate cash transactions.
- Contributed to store success by maintaining high standards of cleanliness throughout the facility.
- Addressed customer needs and made product recommendations to increase sales.
- Collaborated with team members to achieve sales targets and maintain a clean, well-stocked store environment.
- Streamlined checkout process for increased efficiency and reduced waiting times.
- Provided backup support for other departments when needed, showcasing versatility within the retail environment.
- Ensured compliance with company policies and procedures while processing transactions efficiently.
- Exceeded productivity goals through consistent attention to detail and organization during busy shifts.
- Promoted store promotions and incentive programs to increase overall sales revenue.
- Managed inventory levels effectively, reducing stock shortages and minimizing wastage.
- Contributed to clean and safe shopping environment, performed regular sanitation of checkout area.
- Assisted in inventory management, contributing to reduction in stock discrepancies.
- Enhanced shopping experience, provided product information and location assistance.
- Managed cash drawer accurately, ensuring all transactions balanced at end of day.
- Increased sales of promotional items by informing customers about current offers.
- Implemented loss prevention strategies, reducing instances of theft at checkout.
- Ensured accuracy in financial transactions, reconciled cash with receipts daily.
- Fostered positive customer relations by resolving complaints and inquiries promptly.
Cashier
Dollar Tree
Taylorsville, UT
09.2014 - 08.2015
- Processed customer transactions efficiently using POS systems.
- Maintained accurate cash drawer and balanced registers at shift end.
- Provided excellent customer service, addressing inquiries and resolving issues promptly.
- Assisted in stocking shelves and organizing merchandise for optimal presentation.
- Collaborated with team members to improve store operational efficiency.
- Conducted regular inventory checks to ensure product availability and accuracy.
Education
High School Diploma -
Hunter High School
West Valley City, UT06.2013
Skills
Customer service
HIPAA compliance
Insurance verification
Insurance verifying
Patient confidentiality
Appointment scheduling
Payment collection
Scheduling appointments
Medical terminology
Patient greeting
Medical insurance
Office administration
Data entry proficiency
Conflict resolution
Reception management
Patient education
Directing callers
Bookkeeping support
Interpreting physician orders
Medicaid
Cross-cultural sensitivity
Phone etiquette
Healthcare industry
Patient follow-up
Queue management
Front desk supervision
Appointment confirmation
Patient feedback collection
Phone and email etiquette
Flexible schedule
Multitasking and organization
Call screening
Money handling
Registration and admissions
Payment processing
Team collaboration
Timeline
Patient Service Representative
Granger Medical Clinic
02.2022 - Current
Server
Francesco’s
02.2020 - Current
Phone Banker
Black Turtle Services
07.2019 - 01.2020
Cashier
WinCo Foods
09.2017 - 07.2019
Phone Operator
Black Turtle Services
01.2017 - 03.2017
House Cleaner
Sunshine Maids
08.2016 - 12.2016
Cashier
Shopko
10.2015 - 07.2016
Cashier
Dollar Tree
09.2014 - 08.2015
High School Diploma -
Hunter High School