Dacey Gonzalez
Murrieta,CA
Summary
Empathetic professional in customer service known for high productivity and efficiency in task completion. Possess specialized skills in conflict resolution, data entry, and patient relationship management. Excel in communication, problem-solving, and adaptability, ensuring positive experiences and outcomes for patients.
Overview
9
9
years of professional experience
Work History
Call Center Representative
Inland Eye Specialists
Murrieta, California
08.2023 - Current
- Managed high call volumes while providing exceptional customer service to patients
- Met or exceeded call speed, accuracy and volume.
- Answered patient inquiries, provided information on services, and directed callers to appropriate personnel.
- Collaborated with team members across multiple departments to ensure timely resolution of patient concerns.
- Performed outbound calls to remind patients about upcoming appointments.
- Handled escalated calls with professionalism and empathy to ensure patient satisfaction.
- Ensured compliance with HIPAA regulations when handling confidential patient information.
- Trained new staff on call center operations and customer service best practices.
Certified Medical Assistant
Cardiology Specialists Medical Group
Murrieta, CA
08.2017 - 09.2019
- Checked in patients, verified insurance information, and compiled new patient forms to streamline patient intake process.
- Conducted preliminary evaluations, documenting weight, temperature, blood pressure, and ECG results accurately.
- Led patients to exam rooms, prepared them for physicians, and clarified procedures.
- Educated patients on medications and procedures, enhancing understanding and adherence for better health outcomes.
- Resolved medication issues and collaborated with local pharmacies to ensure timely access to essential treatments.
- Scheduled appointments and updated patient files for accuracy and efficiency.
- Relayed patient messages to physicians regarding concerns and treatment updates.
- Organized charts and supplies to enhance team productivity and workflow.
Education
Certificate - Medical Assisting
San Joaquin Valley College
Temecula, CA06-2017
High School Diploma -
Heritage High School
Menifee, CA06-2016
Skills
- Inbound phone call management
- Outbound phone call management
- Patient scheduling
- Triage assessment
- ICD codes
- Medical terminology proficiency
- Recordkeeping
- Electronic medical records
- Microsoft Office
- HIPAA compliance
- Team collaboration
Languages
Spanish
Native/ Bilingual
Timeline
Call Center Representative
Inland Eye Specialists
08.2023 - Current
Certified Medical Assistant
Cardiology Specialists Medical Group
08.2017 - 09.2019
Certificate - Medical Assisting
San Joaquin Valley College
High School Diploma -
Heritage High School