Carolina Cervantes
National City,CA
Summary
Throughout my work experience, I have successfully and consistently met and exceeded my goals through insightful decisions. I am a diligent and forward-thinking professional with an attentive demeanor and team-oriented nature. I strive through my daily life to provide respect and consideration for others to prepare myself and learn for the future. While working for Family Health Centers of San Diego, being employed as a Patient Representative, it has enlightened me to be dedicated to providing superior support for patients in need of reliable information, introducing services, being entrusted with notifying about insurance coverage, finance options and appropriate documentation requirements.
Overview
7
7
years of professional experience
Work History
Patient Service Representative
Family Health Centera Of San Diego
06.2023 - Current
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Enhanced office efficiency by managing multi-line phone systems and promptly directing calls to appropriate departnments.
- Scheduling appointment scheduling for increased patient convenience in person and through telephone.
- Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.
- Verified insurance eligibility and coverage for patients, along with access to all insurances.
- Provided exceptional customer service to patients, answering questions and addressing concerns through telephone and emails.
- Entered patient demographic and insurance data into CMISM.
- Managed patient registration process, confirming data accuracy and completeness.
- Built and maintained positive working relationships with patients and staff.
- Took copayments and compiled daily financial records.
- Handled customer service inquiries in person, via telephone and through email.
- Using CMSIM to schedule appointments.
- Balanced deposits and credit card payments each day with audiogram services, and self pay deposits for therapy treatments.
- Resolved billing inquiries and disputes in timely fashion, always providing notes and communicating with FHCSD billing for extra assistance.
- Investigated insurance claims denials and appeals, while informing parents of insurance issues.
- Answered incoming calls, scheduled appointments and entrusted with filing personal information.
- Verified patient insurance eligibility and updating patient information to CMSIM .
- Educated parents on relevant topics such as child development milestones, early learning standards, and positive discipline techniques during check ins or request from parents over the phone to schedule.
- Supported families in identifying additional community resources to address specific needs such as PECSS, FSS, or case manager systems of PDS.
- Enhanced the overall reputation of our organization by consistently providing the correct high-quality referrals and support services to families.
- Built solid and trusting professional relationships with children and families, fostering trust and communication to meet their needs.
- Developed strong relationships with childcare providers to ensure accurate information and high-quality recommendations for families.
- Always including the up-to-date knowledge with our child sick policies
- Established trust with patients and families through empathy, active listening, and clear communication during consultations.
GREETER
MERCEDES-BENZ OF SAN DIEGO
01.2021 - 06.2023
- Being the eligible employee responsible for greeting and welcoming customers
- Providing excellent customer service to those in a luxury brand car dealership
- Greeting customers and assisting with appointments and or concerns
- Checking in vehicles, warranty, status of vehicles in service, reports, etc.
- Expressively exceed in receiving all inbound service calls and coordinating schedules of service advisors and service appointments
- Following up with prospective customers in response to their phone numbers and/or emails
- Managing all required paperwork, records, and prepares documentations for appointments or for assisting service advisors with extra preparation
- Conducing customer vehicles with safe and respectful protocols
- Creating loaner car agreements and contacting companies for customer insurance plans
- Researching new car products and trends through automotive releases to stay up to date and make the best recommendations to potential customers
- Determined the customers needs and being able to offer advice, guidance, and vehicle knowledge.
BARISTA
STARBUCKS COFFEE COMPANY
01.2018 - 01.2021
- Created wide variety of hot and cold drinks in average shifts with consistently positive customer satisfaction scores
- Maintained supply levels in counter and customer areas to meet typical demands
- Recommend products based on solid understanding of individual customer needs and preferences
- Educated and trained coworkers and customers about new products
- Maintained espresso equipment and performed minor repairs to keep coffee machines functioning properly
- Maintained regular and consistent attendance and punctuality
- Listened carefully to customers requests and created personalized, delicious beverages, which improved sales and regular customers returning
- Pleasantly interacted with customers during hectic periods to promote fun, positive environments.
SALES REPRESENTATIVE
HOLLISTER. CO
01.2018 - 01.2019
- Prepared merchandise for sales floor by pricing or tagging
- Helped customers locate products and checked store system for merchandise at other sites
- Engaged with customers to effectively build rapport and lasting relationships
- Completed orders and organized product deliveries to meet customers timetables
- Answered customers questions regarding sizing, accessories, and proper care for merchandise
- Achieved perfect attendance and on-time record
- Boosted sales by conferring with customers to evaluate purchase requirements and recommended best-fit company offerings.
SALES REPRESENTATIVE
MACY'S DEPARTMENT STORE
01.2017 - 01.2018
- Met with existing customers and prospects to discuss business needs and recommended optimal solutions
- Developed and delivered engaging sales presentations to convey product benefits
- Created professional sales presentations and seminars to effectively demonstrate product features and competitive advantages
- Minimized process lags through strategic sourcing and customer expectation management
- Assisted customers needs through customer service through telephone as well, for city wide assistance.
Education
Associates of Arts -
Southwestern College
Chula Vista, CA01.2020
High School Diploma -
Hilltop Senior High School
Chula Vista, CA01.2017
Skills
- Adaptable and flexible
- Insurance Verifying
- Patient Greeting
- Appointment Scheduling
- Payment Collection
- Directing Callers
- Medical Insurance
- Patient Confidentiality
- Telephone Etiquette
- Attention to Detail
- Documenting and Recording Information
- Knowledge of Community Services and Programs
- Multi-Line Telephone Systems (Propio Language line)
References
- Flavia Gastelum, Pediatric Developmental Services, Early Intervention Manager, (619) 515-2515
- Chelsey Grimes, Pediatric Developmental Services, Speech Pathologist, (619) 515-2515
- Jessica Williams, Pediatric Developmental Services, Speech Pathologist, (619) 515-2515
Languages
Spanish
Native or Bilingual
French
Full Professional
Timeline
Patient Service Representative
Family Health Centera Of San Diego
06.2023 - Current
GREETER
MERCEDES-BENZ OF SAN DIEGO
01.2021 - 06.2023
BARISTA
STARBUCKS COFFEE COMPANY
01.2018 - 01.2021
SALES REPRESENTATIVE
HOLLISTER. CO
01.2018 - 01.2019
SALES REPRESENTATIVE
MACY'S DEPARTMENT STORE
01.2017 - 01.2018
Associates of Arts -
Southwestern College
High School Diploma -
Hilltop Senior High School
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