Chantha P Lopez
Experienced with managing customer interactions and inquiries in a fast-paced a fast-paced environments. Utilizes problem-solving skills to address and resolve customer concerns efficiently. Track record of maintaining high levels of customer satisfaction and effective communication.
Professional contact center expert prepared to excel in customer support roles. Skilled in managing high-volume inquiries, resolving complex issues, and enhancing customer satisfaction. Strong focus on team collaboration, adaptability, and achieving consistent results. Known for communication skills, problem-solving abilities, and professional demeanor under pressure.
Customer service professional with focus on efficient issue resolution and high customer satisfaction. Extensive experience in contact center environments, known for reliability and adaptability in dynamic settings. Strong skills in problem-solving and communication, with collaborative team approach and commitment to quality.
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Polite and professional [Job Title] successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships.
Collaborative leader partners with coworkers to promote engaged, empowering work cultures. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Knowledgeable and dedicated customer service professional with extensive experience in [Type] industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.
Thorough team contributor with strong organizational capabilities. Experienced in handling numerous projects at once while ensuring accuracy. Effective at prioritizing tasks and meeting deadlines.
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Tech-savvy innovator with hands-on experience in emerging technologies and passion for continuous improvement. Skilled in identifying opportunities for technological enhancements and implementing effective solutions. Adept at leveraging new tools and methods to solve problems and enhance productivity. Excels in adapting to fast-paced environments and driving technological advancements.
Work History
Contact Center Specialist
2 Years 7 Months- Purpose: The Contact Center Specialist will provide support for the Contact Center activities by serving as the first line of contact for the patient. The Contact Center Specialist acts as an advocate for patients by providing guidance, interpretation and education on scheduling, registration, billing, claim status, and various patient related inquires. Responsible for efficient and courteous resolution to verbal and written inquiries to ensure internal and external patient satisfaction while maintaining call servicing and quality standards. Typically, functions under the direction of the Supervisor/Manager.
- Responsibilities:
- Answer multi-line telephone system, with a clear focus on patient satisfaction and first call resolution while scheduling appointments according to the department protocols ensuring the appropriate exam, physician, and timeslot are utilized.
- Redirect telephone calls and takes messages, when appropriate, interacting with the staff and leadership of other departments when necessary.
- Review, verify and enter the patient's demographic, financial, and insurance information to ensure data integrity.
- Enters or updates information in the appropriate system(s) accurately, verifies and revises existing information on patients that have not been interviewed within the past 30 days.
- Complete forms, upload, scan, or fax documents as required for patient appointments.
- Follow up on any incomplete or inaccessible information to ensure a completed record.
- Obtains, verifies and corrects registration information of new and existing patients.
- Mail new patient packets prior to scheduled appointment and handle medicine refill requests.
- Act as an advocate for patients by providing guidance, interpretation, and education on scheduling, registration (directions, parking information, and required preparation for appointment), billing, claims, and various patient related inquiries.
- Identify and take action to address patient concerns by utilizing effective decision-making skills to know when to handle the call, send the call to in-house clinical staff or send call to the physician's office to meet the patient's needs. Research, resolve and respond to email, web and telephone billing inquiries from patients and insurance carriers in accordance with departmental protocols.
- Complete follow-up on unpaid account balances. Contact guarantors, third party payors, and/or other outside agencies for payment of balances due. Establish reasonable payment plans according to department policies; set up payment arrangements in system and monitors payments for consistency and timeliness. Counsel patients at various local, state and federal agencies, which may be available to assist with funding of health care.
- Assist patients that call with access issues for their MyUPMC account, telemedicine visits or any other on-line access concerns
- Review and take action on accounts on aged trial balance reports or in assigned work queue meeting specified dollar and age criteria to ensure lowest number of days possible on accounts receivable. Assign accounts deemed un-collectible to external collection agencies on a monthly basis
- Document all actions taken on a patient account. Review on-line account history and EOB's to ensure all payers have been billed and to validate the accuracy of payments and adjustments posted.
- Identify, review, and research credit balance accounts, potential refunds, adjustments, payment transfers, etc., to bring the account balance to zero.
- Identify and act towards resolution of problematic accounts through potential refunds, adjustments, payment transfers, etc. to bring balance to zero. Adhere to Fair Debt Collection Practices Guidelines and understands the laws and regulations applicable to job functions.
- Performs in accordance with system-wide competencies/behaviors.
- Performs other duties as assigned.
- Managed high-volume inbound and outbound calls to ensure exceptional customer service experiences.
- Resolved complex inquiries by utilizing advanced problem-solving techniques and resources.
- Documented customer interactions accurately in CRM system for tracking and reporting purposes.
- Developed training materials to enhance team member knowledge on best practices and system usage.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in a timely manner.
- Participated in ongoing professional development opportunities to increase expertise in industry trends and technologies.
- Utilized CRM software proficiently for managing customer information and tracking case progress efficiently.
- Reduced average call handling time with efficient problem-solving and clear communication skills.
- Maintained accurate records of customer interactions, documenting details of inquiries, complaints, or comments as well as actions taken.
- Developed training materials for new employees, ensuring consistency in service delivery across the team.
- Analyzed call metrics data regularly identifying areas for improvement in individual performance or overall team effectiveness.
- Offered personalized solutions to customer issues, resulting in improved loyalty and retention rates.
- Managed high call volumes while maintaining exceptional service quality and professionalism.
- Facilitated cross-functional collaboration among departments when necessary for issue resolution or process enhancement initiatives.
- Contributed to team success by consistently achieving individual performance goals and targets.
- Recognized by management as a top performer in both service quality and productivity, receiving multiple performance awards.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Responded proactively and positively to rapid change.
- Promptly responded to inquiries and requests from prospective customers.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Surgery Scheduler
1 Year 8 Months- Coordinate and schedule patients for in-patient and outpatient surgical procedures. Assist the surgeon and the administrator in promoting, developing and monitoring all aspects of operations.
- Responsibilities:
- Work directly with department to troubleshoot procedural and operations issues.
- Coordinate and monitor patient follow-up through the Refract Tracker and EPIC.
- Prepare and forward all necessary admission reservations/requisitions, including demographics and insurance information to hospitals.
- Coordinate cases and communicate with hospital personnel to obtain approval for hospital admissions.
- Discuss and coordinate financial arrangements prior to surgery including the collection of pre-payments.
- Ensure that informed consents are signed.
- Provide patients with pre and postoperative instruction according to service specific guidelines.
- Coordinate patient education seminars and schedules physicians accordingly.
- Collect data for research study.
- Schedule pre-screening exams, diagnostic testing, post-operative appointments and surgical cases for all patients.
- Ensure all billing and insurance information is current and accurate.
- Complete special projects as assigned.
- Act as liaison between patients and referring physicians.
- Obtain pre-certification and/or referral prior to the date of the procedure.
- Coordinate and track internal and external marketing efforts.
- Attend and schedule department meetings.
- Answer and respond to all incoming telephone inquiries regarding surgery and provide educational material, both verbally and through printed materials.
Patient Services Representative II
2 Years 10 Months- Purpose: Assures a positive first impression is created for patients. Performs accurate registration and scheduling of patients and a variety of other front office duties with a focus on customer service in support of the overall operation of the clinics and specialty offices. The Senior Patient Service Representative is the patient's and public's initial contact and is responsible to provide a positive, professional image. Coordinates and directs the front office staff in completion of responsibilities under supervision of the Manager. Acts as a role model for employees by demonstrating excellent customer relations and outstanding communication skills.
- Responsibilities:
- Coordination of Personnel and Functions.
- Coordinate front office staff in performance of daily functions.
- Attend billing/insurance meetings when appropriate.
- Attend training on financial and scheduling systems.
- Provide training to new staff, and acts as a lead resource.
- Conduct periodic update meetings with front office staff.
- Verify bank deposits and ledger sheet for cash payments.
- Maintain office supplies inventory.
- Monitor and correct or delegate correction of error reports, open encounter reports and any other reports assigned by manager.
- Provide manager with regular updates on status of report resolution.
- Troubleshoot process breakdowns.
- Attend customer relations training, when appropriate.
- Work with the manager to facilitate all of the above.
- Registration, Obtains and verifies demographic, financial and guarantor information.
- Enter or update information in scheduling/financial system accurately, verifies and revises existing information on patients that have not been interviewed within the past 30 days.
- Verify patient insurance coverage with proper identification.
- Obtain and validate patient guardianship and ensures appropriate documentation.
- Properly explain payment policy.
- Collect co-payments & payment for services.
- Complete bank deposit slip and ledger sheet for cash payments.
- Provide for patient confidentiality and privacy at all times.
- Telephone Responsibilities: Answers the telephone promptly, with a clear focus on customer service.
- Return phone calls to patients as directed by providers-documents in patient record.
- Takes message from the patient for the providers.
- Transfer calls regarding medical concerns to appropriate clinical personnel.
- Ensure that all messages are given to the providers in a timely fashion.
- Accurately schedule / cancel / adjust / reschedule appointments, with attention to all scheduling criteria and physician availability.
- Administrative/Office Support: Process co-payments and payment of services, according to office procedure and reconciles account balances. Completes bank deposit slip and ledger sheet for cash payments. Review and correct financial system error reports on a daily basis and as needed. Generates & send letters to patients as directed by the providers. Faxes documentation to requested parties. Completes patient checkout and schedules follow-up appointment.
- Customer Service: Confirms patient appointments. Directs the patient appropriately. Works with patient to resolve problems. If unable to resolve the problem, directs the patient to the Manager. Respects the privacy and confidentiality of patient information. Observes and facilitates patient throughput and notifies the appropriate chain of command. Properly explains payment policy. Collect co-payments & payment for services. Complete bank deposit slip and ledger sheet for cash payments.
- Secondary Duties: Reports acutely ill patients to the nursing staff/provider. Coordinates the ordering of supplies with the Office Manager. Scans information into the medical record. Opens and distributes mail. Completes referrals as assigned. Performs other duties as assigned. Completes charge entry as needed.
Patient Services Representative
2 Years- Responsibilities:
- Coordination of Personnel and Functions: Coordinates front office staff in performance of daily functions. Attends billing/insurance meetings when appropriate. Attends training on financial and scheduling systems. Provides training to new staff and acts as a lead resource. Conducts periodic update meetings with front office staff. Verifies bank deposits and ledger sheet for cash payments. Maintains office supplies inventory. Monitors and corrects or delegates correction of error reports, open encounter reports, and any other reports assigned by the manager. Provides the manager with regular updates on the status of report resolution. Troubleshoots process breakdowns. Attends customer relations training when appropriate. Works with the manager to facilitate all of the above.
- Registration: Obtains and verifies demographic, financial, and guarantor information. Enters or updates information in the scheduling/financial system accurately and verifies and revises existing information on patients who have not been interviewed within the past 30 days. Verifies patient insurance coverage with proper identification. Obtains and validates patient guardianship and ensures appropriate documentation. Properly explains payment policy. Collects co-payments and payment for services. Completes bank deposit slips and ledger sheet for cash payments. Provides for patient confidentiality and privacy at all times.
- Telephone Responsibilities: Answers the telephone promptly with a clear focus on customer service. Greets callers pleasantly and identifies the department as well as self. Returns phone calls to patients as directed by providers and documents in the patient record. Takes messages from patients for providers. Transfers calls regarding medical concerns to appropriate clinical personnel. Ensures that all messages are given to providers in a timely fashion. Accurately schedules, cancels, adjusts, and reschedules appointments with attention to all scheduling criteria and physician availability.
- Administrative/Office Support: Processes co-payments and payment of services according to office procedure and reconciles account balances. Completes bank deposit slip and ledger sheet for cash payments. Reviews and corrects financial system error reports on a daily basis and as needed. Generates and sends letters to patients as directed by providers. Faxes documentation to requested parties. Completes patient checkout and schedules follow-up appointments.
- Customer Service: Confirms patient appointments. Directs the patient appropriately. Works with patients to resolve problems; if unable to resolve, directs the patient to the Manager. Respects the privacy and confidentiality of patient information. Observes and facilitates patient throughput and notifies the appropriate chain of command. Properly explains payment policy. Collects co-payments and payment for services. Completes bank deposit slip and ledger sheet for cash payments.
- Secondary Duties: Reports acutely ill patients to the nursing staff/provider. Coordinates the ordering of supplies with the Office Manager. Scans information into the medical record. Opens and distributes mail. Completes referrals as assigned. Performs other duties as assigned. Completes charge entry as needed. Stays informed on navigation and usability of the UPMC Patient Portal and confidently communicates what patients need to know to navigate the portal to ensure a smooth experience and continued access to health information and care services.