Cythally Laguna
Chula Vista,CA
Summary
Experienced Customer Service Representative fluent in English and Spanish language. Professional employee dedicated to providing excellent service to current and new customers. Comfortable working in fast-paced environment attending to customer service needs including incoming calls, product questions, resolving customer issues, inputting orders, and processing shipments. Bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Proficient in utilizing customer service best practices and adept at exploring different solutions to address customer needs effectively.
Overview
5
5
years of professional experience
Work History
Customer Service Representative
Cardinal Health
07.2023 - 07.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-volume inbound calls (45-75+), effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Provided language translation services for customer service inquiries.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Responded to customer requests for products, services, and company information.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Verified insurance and eligibility (Availity, NaviNet, TriZetto)
- Faxing documents as needed.
- Creating accounts and collecting demographics, insurance information, doctor information, diagnosis.
- Completing orders for various DME supplies.
- Knowledge in Diabetes, Ostomy, Nutrition, Wound Care, PleurX etc. supplies.
- Recommended, selected and helped locate and obtain out-of-stock product based on customer requests.
- Investigated and resolved accounting, service and delivery concerns.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Provided exceptional support to customers experiencing technical difficulties by troubleshooting issues and liaising with IT departments as needed.
- Demonstrated cultural sensitivity when interacting with international customers, adjusting communication style as necessary for optimal understanding.
- Participated in ongoing training sessions aimed at enhancing product knowledge and refining customer service skills.
- Streamlined communication for non-English speaking customers, providing accurate translations of company policies and product information.
- Met all call quality standards and daily quotas for first-call resolution.
MEDICAL ASSISTANT
Family Health Centers of San Diego
03.2020 - 05.2023
- Obtained client medical history, medication information, symptoms, and allergies.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Performed medical records management, including filing, organizing and scanning documents.
- Documented vital signs and health history for patients in clinic and hospital environments.
- Built strong relationships with patients through effective communication skills that foster trust in th clinic''s commitment to quality care.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Boosted patient satisfaction by providing compassionate care and promptly addressing needs during visits.
- Coordinated patient referrals to specialists or other healthcare providers as needed for comprehensive care management plans.
- Reduced wait times by swiftly processing insurance claims, verifying coverage, and obtaining pre-authorizations when necessary.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Completed EKGs and other tests based on patient presentation in office.
- Prepared lab specimens for diagnostic evaluation.
- Explained procedures to patients to reduce anxieties and increase patient cooperation.
- Oriented and trained new staff on proper procedures and policies.
- Updated inventory, expiration and vaccine logs to maintain current tracking documentation.
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging, and compassionate environment.
- Liaised with patients and addressed inquiries, appointment requests and billing questions.
- Conducted monthly and quarterly inventory of supplies using facility cost reporting records.
Medical Assistant Intern
Robert A Houghton, MD
12.2019 - 01.2020
- Prepared examination rooms for patient visits, ensuring cleanliness and availability of necessary supplies.
- Obtained client medical history, medication information, symptoms, and allergies.
- Improved patient outcomes by accurately recording vital signs and communicating findings to medical team.
- Safeguarded confidential patient information through strict adherence to HIPAA regulations in all communications and documentation processes.
- Supported optimal patient care by performing diagnostic tests under supervision, such as EKGs, phlebotomy, and point-of-care testing.
- Contributed to overall safety of clinic environment by strictly adhering to infection control and sterilization procedures in all aspects of patient care.
- Boosted overall clinic productivity through assisting medical staff in organizing schedules, managing patient flow, and prioritizing tasks.
- Facilitated smooth communication between patients and healthcare providers by serving as a compassionate intermediary during consultations.
- Assisted in coordinating referrals to specialists or other healthcare providers when needed, facilitating seamless continuity of care for patients.
- Reduced wait times for laboratory results by efficiently processing specimens according to established protocols.
- Increased clinic efficiency by swiftly completing insurance verification and authorization processes for patients.
- Taught patients about medications, procedures, and care plan instructions.
- Implemented care and efficiency improvements to support and enhance office operations.
Education
Certificate in Medical Assisting - Medical Assisting
PIMA MEDICAL INSTITUTE
Chula Vista, CA01.2020
Skills
- Medical terminology knowledge
- Data Entry
- Fluent Bilingualism
- Problem-Solving
- Call center experience/Customer Support
- Payment Processing
- Records Review/Eligibility Determination
- Professional telephone demeanor
- LiveChat Messaging
- Inbound Call Management/Multi-Line Phone Systems
- Policies and Procedures Adherence
- De-Escalation Techniques
Timeline
Customer Service Representative
Cardinal Health
07.2023 - 07.2024
MEDICAL ASSISTANT
Family Health Centers of San Diego
03.2020 - 05.2023
Medical Assistant Intern
Robert A Houghton, MD
12.2019 - 01.2020
Certificate in Medical Assisting - Medical Assisting
PIMA MEDICAL INSTITUTE
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