Carmen Rodriguez
Waterbury,USA
Summary
Remotely Bilingual customer service professional with solid track record in delivering exceptional support and resolving issues promptly. Proven ability to adapt to changing needs while maintaining strong focus on team collaboration and achieving positive outcomes. Known for effective communication, problem-solving skills, and reliability in dynamic environments.
Overview
11
11
years of professional experience
Work History
Bilingual Customer Service Advocate (Remote)
UnitedHealthcare
09.2022 - 09.2023
- Handling inbound and outbound calls in high call volume environment
- Displayed patience and understanding when dealing with frustrated customers, calmly guiding them towards effective solutions.
- Building and maintaining customer relationships
- Following up with customers to ensure issues are resolved
- Process payments.
- Enhanced customer satisfaction by addressing and resolving complex issues in a timely manner.
- Help customers schedule appointments
- Help customers to translate Spanish to English
Certified Phlebotomist Technician (Bilingual )
Quest Diagnostics
08.2016 - 09.2018
- Customer Services
- Independently oversight laboratory services
- Upheld HIPAA compliance through careful management of confidential patient records and lab results.
- Collects blood specimens from patients
- Data entry of patient demographic information ordered into all computer applications
- Communicated with the Doctors about test results
- Translate Spanish to English
Bilingual Phlebotomist Technician II
Saint Mary's Hospital
04.2015 - 08.2016
- Data entry
- Answer the telephone
- Responsible for drawing blood samples from patients
- Translated from Spanish to English
- Communicated effectively with patients to alleviate any fears or concerns about the phlebotomy process
- Collaborated with healthcare professionals to coordinate specimen collection for specific tests or procedures
- Provided exceptional customer service by addressing patient inquiries and resolving issues promptly
- Upheld HIPAA compliance .
Phlebotomist technician/ specimen processor
US Laboratories
05.2012 - 07.2013
- Performed patient phlebotomy while maintaining the highest level of customer service
- Responsible for registration and test data entry
- Interacted with hospital and physician office staff
- Experience training in HIPAA, regulations, and compliance
- Prepared specimens for analysis, including centrifugation and checking for appropriate testing levels
Education
Certificate of Technical Studies - Certified Phlebotomy Technician
Naugatuck Valley Community College
Waterbury, CT02-2012
High school diploma -
Waterbury Adult Education
Waterbury, CT08.2011
Skills
- Bilingual English / Spanish
- Customer Service
- Verbal and written communication
- Medical insurance billing
- Data Entry
- Mathematics problem solving
- Multitasking
- Inbound and outbound phone call in high call volume environment
- Google Docs
- Windows
- Typing 55 WPM
- Remote access software
- Medical Office Experience
- EMR Systems
- Software troubleshooting
- Remote desktop support
- Technical Support
The ability to seek out and acquire new knowledge, skills, and ways of understanding accordingly to business needs
Personal Information
Work Permit: Authorized to work in the US for any employer
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Bilingual Customer Service Advocate (Remote)
UnitedHealthcare
09.2022 - 09.2023
Certified Phlebotomist Technician (Bilingual )
Quest Diagnostics
08.2016 - 09.2018
Bilingual Phlebotomist Technician II
Saint Mary's Hospital
04.2015 - 08.2016
Phlebotomist technician/ specimen processor
US Laboratories
05.2012 - 07.2013
Certificate of Technical Studies - Certified Phlebotomy Technician
Naugatuck Valley Community College
High school diploma -
Waterbury Adult Education
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