Debbie Rios
San Antonio
Summary
Dynamic, resourceful, and loyal team member with a proven track record of success in office management, sales, and customer service. Possessing excellent communication, interpersonal, and presentation skills. Able to effectively collaborate with individuals from diverse backgrounds. A flexible and fast learner who thrives in the face of new challenges and excels in a team-oriented environment. Consistently achieves desired outcomes. Fluency in conversational Spanish enhances ability to connect with a broader range of clients. Comprehensive knowledge of HIPAA regulations, medical terminology, and medical billing brings a strong technical skill set to the table. Adept at delivering exceptional service while multitasking effectively. Unwavering commitment to fostering professional relationships driven by understanding their impact on profitability and overall business success. Committed to ensuring customer satisfaction by proficiently utilizing customer service best practices and exploring different solutions to address customer needs effectively.
Overview
31
31
years of professional experience
Work History
Customer Service Representative
Pyramid Consulting Inc
11.2023 - Current
- Reach out to members for education or information purposes to help support solutions or concerns
- Support with escalating all's in the event members are unable to deliver solutions
- serve as a front line support on various members request or concerns
- support with sharing product awareness campaigns, policy changes
- maintains performance and quality standards based on established contact center metrics
- documents information including demographiccs, call summary and communications for Quality and performance tracking through the customer relations management applications
- compliance with all policies and standards
- remains up to date and adheres to Quality standards, regulations, and all other policies to ensure is quality comma consistency consistency, and compliance
- performs other duties as assigned
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Handled escalated customer complaints effectively, leading to satisfactory resolutions for both the client and the company.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Customer Service Professional
H&R Block
01.2018 - 04.2023
- Daily greeted clients by providing general information about the company and its services in office, telephone etc
- Daily greet and welcome clients in a professional and friendly manner
- Answer incoming calls, take messages, and direct callers to the appropriate staff members
- Schedule appointments for clients, ensuring that all necessary information is collected
- Maintain client records, including filing documents and updating databases
- Assist with administrative tasks such as photocopying, faxing, scanning, and mailing
- Monitor office supplies and order new items when needed
- Ensure reception area is clean and always organized
- Provide support to other departments as needed
- Process payments from clients and ensure accuracy of financial transactions
- Respond to inquiries from clients regarding their accounts or services
- Follow up with clients after their visits to ensure satisfaction
- Assist with special projects as assigned by management.
Surgical Coordinator
San Antonio Eye Specialist
11.2016 - 12.2017
- Managed day-to-day functions of the clinic and handled scheduling of surgeries and patient appointments
- Provided patients with information on Cataract surgery, pricing of procedures, and collected payment of balances
- Followed up with patients to resolve issues and developed relationships that generated referral patients
- Functioned as a point of contact and liaison with Anesthesia and Hospital and Representatives.
Business Card Service Representative
JP Morgan Chase
04.2016 - 10.2016
- Consistently met performance goals for assisting business clients with a wide range of customer services
- Gather information on disputed or fraudulent charges, research account information, and initiate appropriate action to resolve issues
- Take payments from customers to bring accounts up to date or close accounts.
Practice Administrator/Surgical Coordinator
San Antonio Cosmetics
01.2007 - 01.2016
- Multifaceted functions included managing front office operations as well as working with patients to provide them with information and pricing for various procedures
- Played a key role in successful expansion from a one physician office to two physicians and established policies and procedures to ensure compliance with HIPAA and OSHA regulations
- Initiated process improvements in operations that included improving scheduling and reducing overtime
- Sourcing suppliers and negotiating prices and terms for medical and office supplies
- Handled all personnel actions that included hiring, training, and scheduling for up to seven team members
- Worked with the owner and continuously reviewed physician schedules, patient load, budget development and management, and revenue forecasting
- Developed and implemented a Clinical Staff Training Program that ensured uniform clinical care
- Functioned as a point of contact and liaison between patients, physicians, and hospitals
- Used Nextech and managed financial activities that included medical billing, preparing financial statements, payroll, and compiling data used for end of day/week/month reports.
Surgical Coordinator - Plastics Department
UT Medicine
01.2003 - 01.2007
- Managed day-to-day functions of the clinic and handled scheduling of surgeries and patient appointments
- Provided patients with information on facial plastic surgery procedures, pricing of procedures, and collected payment of balances
- Followed up with patients to resolve issues and developed relationships that generated referral patients
- Functioned as a point of contact and liaison with Anesthesia and Prosthetic Representatives
- Coordinated with various financial and medical providers.
Surgical Coordinator
John Evans, MD
01.1994 - 01.2003
- Supervised one Medical Assistant, directed day-to-day clinic operations, and scheduled appointments and surgeries
- Reviewed billing for the Billing Department and functioned as a subject matter expert for correcting billing errors for Medicaid, Medicare, and 3rd party billing
- Used MOMS and Athena for practice management and billing
- Reviewed daily Accounts Receivable reports and called on patients and insurance companies to resolve open claims
- Verified patient insurance and coordinated with insurance company to obtain approval for procedure
- Followed up with patients, reviewed/addressed concerns, and ensured a high level of patient satisfaction
- Continuously monitored physician and patient utilization and scheduling adjustments to optimize performance.
Education
GED -
San Antonio College
San Antonio, TX1991
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Call center experience
- Computer Proficiency
- Problem Resolution
- Conflict Resolution
Additional Information
GED in 1992.
Referencesavailable
True
Languages
Spanish
Professional Working
Timeline
Customer Service Representative
Pyramid Consulting Inc
11.2023 - Current
Customer Service Professional
H&R Block
01.2018 - 04.2023
Surgical Coordinator
San Antonio Eye Specialist
11.2016 - 12.2017
Business Card Service Representative
JP Morgan Chase
04.2016 - 10.2016
Practice Administrator/Surgical Coordinator
San Antonio Cosmetics
01.2007 - 01.2016
Surgical Coordinator - Plastics Department
UT Medicine
01.2003 - 01.2007
Surgical Coordinator
John Evans, MD
01.1994 - 01.2003
GED -
San Antonio College
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