Debra Lugo
Abilene,TX
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
25
25
years of professional experience
Work History
Customer Service Representative
Hendrick Medical Center
05.2024 - Current
- 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Participated in training programs to enhance product knowledge and customer service skills.
- Maintained detailed records of customer interactions, contributing to comprehensive database for future reference.
School Nurse Assistant/College distance learning teacher
Grape Creek High School
San Angelo, TX
08.2018 - 05.2023
- Serve as liaisons between school personnel, family, and community healthcare providers to ensure a healthy school environment
- Manage a classroom, monitor students online classes, communicate with Howard college professors
- Subbed for teachers as needed.
- Administered medication to students as prescribed by physicians to provide necessary treatment and manage health conditions.
- Monitored ongoing medical conditions such as asthma or diabetes, adjusting care plans accordingly to maintain optimal student wellness levels.
- Supported students with special needs by coordinating individualized healthcare plans and working closely with the interdisciplinary team.
- Managed immunization compliance within the school population to prevent the spread of communicable diseases.
- Served as liaison between families, school personnel, and other healthcare providers on behalf of students.
- Assessed students'' physical and emotional well-being during daily clinic visits, providing appropriate care or referrals as needed.
Attendance Clerk
Grape Creek Middle School
San Angelo, TX
01.2016 - 08.2018
- Ensure various data recording are up to date.
- Collaborated with guidance counselors to identify students at risk due to poor attendance and develop appropriate interventions.
- Aided school administration during emergency drills or actual events by providing accurate attendance information of students and ensuring their safety.
- Maintained accurate records of all absences, truancy issues, and disciplinary actions.
- Pleasantly greeted all office visitors and asked open-ended questions to determine needs.
- Enhanced record accuracy by diligently tracking student attendance and updating data in the system.
- Demonstrated strong attention to detail when verifying and inputting student data, resulting in a reliable reporting system for school administrators.
- Called parents and guardians to inquire about late or truant students.
- Assisted in maintaining a positive school environment by participating in disciplinary actions related to attendance issues.
Billing Specialist
Ballinger Hospital Clinic
Ballinger, TX
06.2012 - 10.2016
- Prepare and submit billing data and medical claims to insurance companies
- Ensure the patients medical information is accurate and up to date
- Prepare bills and invoices, and document amounts due for medical procedures and services
- Collect and review referrals and pre-authorizations
- Monitor and record late payments
- Follow-up on missed payments and resolve financial discrepancies
- Examine patient bills for accuracy and request any missing information
- Investigate and appeal denied claims
- Help patients develop patient payment plans
- Maintain billing software by updating rate change, cash spreadsheets, and current collection reports.
- Researched and resolved billing discrepancies to enable accurate billing.
- Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
- Prepared itemized statements, bills, or invoices and recorded amounts due for items purchased or services rendered.
- Maintained detailed records of each account''s payment history, providing easy access to information for audit and analysis purposes.
- Enhanced customer satisfaction with timely and accurate invoice generation.
- Maximized revenue potential by identifying and resolving under-billed accounts.
- Strengthened client relationships through effective communication regarding billing issues and concerns.
Medical Receptionist
Ballinger Hospital
Ballinger, TX
03.2000 - 05.2012
- Greet patients,answer phones, and record messages
- Pull charts, check insurance benefits, take co-pays
- Schedule appointments
- Communicate verbally with doctors and nurses.
Education
Medical Assistant
Cisco Junior College
Abilene, TXDecember 1995
Skills
- Microsoft word, Excel, Powerpoint
- Organizational skills, work well under fast paced environment and
- Also 10 work well with customers/patients years Some spanish speaking
- 10 years
- Medical terminology
- Customer service
- Front desk
- Windows
- Cash handling
- Research
- Medical Billing
- CPT Coding
- ICD-10
- Medical Records
- Medical Scheduling
- Communication skills
- Insurance verification
- Organizational skills
- Medical office experience
- Medical receptionist
- Typing
- Clerical experience
- Computer skills
- HIPAA
- Critical Thinking
- Data Entry
- Customer Relations
- Problem Resolution
- Call center experience
- Computer Proficiency
- Complaint Handling
- Microsoft Excel
Additional Information
- Authorized to work in the US for any employer
Timeline
Customer Service Representative
Hendrick Medical Center
05.2024 - Current
School Nurse Assistant/College distance learning teacher
Grape Creek High School
08.2018 - 05.2023
Attendance Clerk
Grape Creek Middle School
01.2016 - 08.2018
Billing Specialist
Ballinger Hospital Clinic
06.2012 - 10.2016
Medical Receptionist
Ballinger Hospital
03.2000 - 05.2012
Medical Assistant
Cisco Junior College
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