Hi, I’m
COLEEN DOMINGUEZ
Hudson,FL
Summary
Organized Patient Service Representative with 10 years of experience in healthcare. Adept at patient advocacy and education with commitment to efficiency. Skilled at coordinating busy offices and maintaining professionalism in stressful situations along with over 30 years of customer service experience, working to provide support, problem-solving skills, effective teamwork. Respect for deadlines along with providing several years of diverse experience in multiple industries, while growing within the company.
Overview
12
years of professional experience
Work History
TGH Imaging Powered By Tower
Patient Service Representative I
04.2022 - Current
Job overview
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Verified insurance eligibility and coverage for patients.
- Entered patient demographic and insurance data into electronic medical record system.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Built and maintained positive working relationships with patients and staff.
- Took copayments and compiled daily financial records.
- Assisted patients in filling out check-in paperwork.
- Used RIS/ MDM/Epic to schedule appointments.
- Handled customer service inquiries in person, via telephone.
- Delivered support to medical staff in completion of patient paperwork.
- Provided excellent customer service to patients and medical staff.
- Greeted and assisted patients with check-in procedures.
Applicant Insight Inc.
Client Relations Specialist I
05.2019 - 03.2020
Job overview
- Answered over 80-100 inbound calls and emails from multiple sources daily,
- Acted as initial contact for technical support, for external users of internet based systems,
- Built sustainable relationships through open and interactive communication.
- Provided accurate, valid and complete information by using the right methods/tools
- Assisted with adds/changes/updates to an order
- Handled inquiries, provided appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
- Kept records of partner, agent and applicant interactions.
- Provided support for team personnel in partner meetings regarding workflow, projects and applicant processing
- Meet personal/team targets and call-email handling quotas
Quest Diagnostics/Contract Professional, Inc
HRSC Service Representative II
08.2018 - 03.2019
Job overview
- Handled high volume of incoming calls in a call center environment, Evaluated and responded to employee inquires via phone, fax and email.
- Reviews and interprets employee data to resolve issues.
- Escalated more complex issues to Tier 2 Service Center Representative or Supervisor as appropriate.
- Created and maintained detailed, complete and accurate records of all interactions in case management system.
- Provided callers with superb, efficient and courteous service.
- Performed other duties as assigned or requested, worked closely with supervisors in a team setting.
FrankCrum Staffing/FrankCrum Corporate
Sales Support Administrator
02.2017 - 04.2018
Job overview
- Utilized superior customer service while answering and vetting incoming, outgoing sales calls and email to obtain potential prospects information to develops leads and updates CRM database.
- Filing, maintained various excel spreadsheets for assigning business consultant for sales leads.
- Provided support to colleagues for projects and daily task while scanning and importing information into CRM database.
- Prepared forms, processed credit checks and spreadsheets to assist with servicing existing clients and prospecting for new clients.
Pinellas Community Foundation
Administrative Assistant
04.2015 - 02.2017
Job overview
- Answered and managed incoming, outgoing calls while recording accurate messages.
- Coordinated, scheduled, arranged meetings and travel calendars including business and social events.
- Compiled annual recommendations for end of fiscal year budgets.
- Processed payroll for all employees with in payroll system; Created detailed expense reports for capital expenditures.
- Completed data entry, tracked membership program while maintaining company grant applicant tracking system.
Adecco /Timberland Door
Customer Service Representative
09.2014 - 03.2015
Job overview
- Processed orders, utilized software to create and write bar codes to route doors.
- Filing, maintained excel spreadsheets for scheduling and delivery of product.
- Ensured superior customer experience by addressing customer concerns, demonstrating empathy and resolving problems on the spot.
- Responded to customer requests for products, services, and company information
JP Morgan Chase/Kforce Staffing
Infrastructure Transition Specialist
02.2013 - 01.2014
Job overview
- Proactively manage, coordinate, monitored the migration of client's communication methods and security protocols with bank to ensure delivery is within agreed scope, planned time frames.
- Serve as a point of escalation on behalf of the client to resolve any issues.
- Adhere to departmental policies and procedures.
- Provided support to colleagues for projects.
- Utilized knowledge of file communication methods (including HTTP, HTTPS, FTP, FTPS, SFTP, AS2) utilized knowledge of file security protocols (including PGP, GPG, X509.
Universal Health Care
Member Service Representative
03.2012 - 02.2013
Job overview
- Handled inbound calls for Medicare and Medicaid members.
- Thoroughly researched assigned ticket issues assisted with appropriate action to resolve issues.
- Establish tickets requiring additional information to make a final determination on the disposition.
- Maintained excellent standards adherence, hold times and talk times.
- Fielded concerns surrounding patients and care, liaising between physician and patient.
- Investigated insurance claims denials and appeals.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Verified insurance eligibility and coverage for patients.
Education
North Marion High School, Citra, FL
High School Diploma
06.1992
Skills
- Microsoft Office Suite: Advanced Word, Excel, 10 years call center experience, 20 years
- PowerPoint, Quick Books and Quicken
- Operating systems: Microsoft XP, 2000/2003,
- Vista, Windows 7, 8, 81, 10, Microsoft 365
- Network Protocol Procedures, LAN, WAN,
- Type 45-50 WPM ,Insurance Information Collection
- Medical Insurance, Patient Registration
- Document Filing, Office Administration
- Payment Collection, Patient Greeting
- HIPAA Compliance 30 years Customer Service
- Patient Engagement, Patient Care and Confidentiality
- Organization and Time Management
- Ability to work independently or in team setting, successfully prioritize workload, Time management and organizational skills, Adapted Strong verbal, written communication skills to a changing environment
Timeline
Patient Service Representative I
TGH Imaging Powered By Tower
04.2022 - Current
Client Relations Specialist I
Applicant Insight Inc.
05.2019 - 03.2020
HRSC Service Representative II
Quest Diagnostics/Contract Professional, Inc
08.2018 - 03.2019
Sales Support Administrator
FrankCrum Staffing/FrankCrum Corporate
02.2017 - 04.2018
Administrative Assistant
Pinellas Community Foundation
04.2015 - 02.2017
Customer Service Representative
Adecco /Timberland Door
09.2014 - 03.2015
Infrastructure Transition Specialist
JP Morgan Chase/Kforce Staffing
02.2013 - 01.2014
Member Service Representative
Universal Health Care
03.2012 - 02.2013
North Marion High School
High School Diploma
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