Lisa Martinez
San Antonio,TX
Summary
Personable and dedicated Customer Service Representative with extensive experience in Customer Service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
5
5
years of professional experience
Work History
Optum House Calls
Optum, UnitedHealth Group
San Antonio, Texas
01.2024 - Current
- Engaged with customers in an empathetic and professional manner at all times.
- Managed incoming calls and scheduled appointments for patients.
- Answered patient inquiries, provided information on services, and directed callers to appropriate personnel.
- Ensured compliance with HIPAA regulations when handling confidential patient information.
- Conducted outbound calls to existing and potential customers to promote products or services.
Customer Service Representative Team Lead
Comfort Care Transportation/ WellMed
San Antonio, TX
06.2022 - Current
- Responsible for assisting Supervisors with telephone agent call quality assessments and
coaching/feedback to ensure accuracy of information and quality service provided to members and drive improvement. - Responsible for responding to all patient complaints and/or compliments received in the CCT Feedback Tool which is used to track the Voice of our Customers.
- Assist Supervisors and Trainer with monitoring new-hire and ongoing training to Customer
Service team members. - Manages the scheduling, tracking and training of all patient dialysis transports.
- Communicates via telephone and email with co-workers, drivers, patients, providers, and clinic staff.
- Supports Supervisors in oversight of employee performance and acts as a backup when
supervisors are absent. - Works with management team to identify and forward potential Quality of Care complaints.
Call Center Representative
Comfort Care Transportation/ WellMed
San Antonio, TX
03.2020 - 06.2022
- Was assigned special projects assisting South Alamo Medical Group and UHG Medicare patients with the scheduling of appointments with primary care doctor.
- Adhered strictly to all applicable laws and regulations pertaining to customer privacy rights.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis..
- Performed data entry tasks such as entering new patient information into a computer system.
- Advised patients on healthcare issues and scheduled appointments for general check-ups or specialist visits.
Customer Service Representative
Carenet Healthcare Services
San Antonio, TX
11.2019 - 03.2020
- Worked with Molina Health Care taking Premium Payments for members as well as making address changes and changing Primary Care physicians for members.
- Assisted with patient registration processes, including verifying insurance information and collecting co-payments.
- Performed data entry of patient information into electronic health record system.
- Filed documents according to established protocols in order to maintain an organized filing system.
- Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
- Collaborated with other departments within the organization in order to resolve customer concerns quickly and efficiently.
- Supported hospital and clinic operations using customer service skills and detailed system knowledge.
Education
High School Diploma -
Harlandale High School
San Antonio, TX06.2006
Some College (No Degree) - Nursing
San Antonio College
San Antonio, TXSkills
- Customer Service Excellence
- Patient Scheduling
- HIPAA Compliance
- Appointment Scheduling
- Account Management
- Complaint Resolution
- Data Management
- Quality Control
- Project Management Abilities
- Product and Service Knowledge
- Computer Skills
- Microsoft Office Expertise
- Call Center
- Customer Support
- Driving
- Cold Calling
- Cash Handling
References
References available upon request.
Timeline
Optum House Calls
Optum, UnitedHealth Group
01.2024 - Current
Customer Service Representative Team Lead
Comfort Care Transportation/ WellMed
06.2022 - Current
Call Center Representative
Comfort Care Transportation/ WellMed
03.2020 - 06.2022
Customer Service Representative
Carenet Healthcare Services
11.2019 - 03.2020
High School Diploma -
Harlandale High School
Some College (No Degree) - Nursing
San Antonio College