Desiree Contreras
Canyon Country,CA
Summary
Communicative customer service professional motivated to maintain customer satisfaction and contribute to company success. History managing large amounts of inbound calls and sustaining satisfactory relationships with customers. I possess outstanding active listening and multitasking abilities.
Overview
10
10
years of professional experience
Work History
Direct Support Professional
360 Behavioral Health
Santa Clarita, CA
07.2023 - Current
- Provided direct care to individuals with intellectual and developmental disabilities, fostering activities of daily living.
- Supervised medication administration, personal hygiene and other activities of daily living.
- Assisted individuals in development of social skills to become integrated in community.
- Assisted individuals in learning and developing new skills.
- Assisted with planning and coordination of activities and outings based on individual needs.
- Accompanied or transported clients to appointments, errands and social activities.
- Enhanced patient wellbeing by supporting participation in recreational activities.
- Used approved crisis intervention techniques in emergency situations.
- Monitored client's well-being, safety and comfort under physician direction.
Medical Office Representative II
Providence Facey Medical Foundation
Santa Clarita, CA
10.2021 - 08.2023
- Entered insurance, demographics and health history into patient database.
- Checked patients in and out for appointments and collected co-payments.
- Scheduled and followed up on patient appointments, collected and processed patient payments and maintained patient files.
- Protected patients by observing strict HIPAA guidelines.
- Photocopied insurance cards, documented details and verified patient coverage for upcoming procedures or appointments.
- Took messages from patients and promptly relayed to appropriate staff.
- Answered multi-line phone system and directed callers to requested personnel and departments.
- Greeted each patient pleasantly and offered desk sheet for easy sign-in.
- Delivered high-quality administrative and customer service to sustain patient and work flows.
- Carried out daily tasks by professionally communicating with physicians, nursing staff, technicians and medical assistants.
- Retrieved faxes and uploaded documents to patient charts to assist clinical staff.
- Managed office phone lines by checking voicemail, returning calls and directing messages to team members.
- Called patients to confirm scheduled appointments and obtain additional details.
Customer Service Representative Level II
4Over LLC
Glendale, CA
08.2015 - 10.2020
- Answered customer questions and addressed concerns.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Trained new employees in procedures and policies in order to maximize team performance.
- Answered questions from customers that came in through the company's online chat feature.
- Volunteered to help with email-based and phone support to customers at times when the department was swamped with calls and messages.
Appointment Agent
Southern California Orthopedic Institute
Van Nuys, CA
04.2015 - 06.2015
- Scheduled and confirmed appointments.
- Called patients to schedule appointments, consistently double-checking information and availability.
- Created and maintained accurate and confidential patient files according to regulatory mandates.
- Conducted patient intake interviews to collect medical information and insurance details.
- Addressed, documented, and responded to incoming correspondences to address client queries.
Paraeducator
Saugus Union School District
Santa Clarita, CA
10.2013 - 04.2015
- Monitored students' progress academically, as well as personal behavioral development, and reported on findings to teachers and parents.
- Completed documentation on student behaviors, interventions and results.
- Liaised with team of professionals to implement comprehensive educational action plans for special needs and at-risk students.
- Performed diverse tasks for teachers, including clerical support, classroom management and document coordination.
- Prepared visual aids, equipment and classroom displays to foster learning.
- Promoted compliance with California IEP standards in both curriculum development and classroom operations.
- Provided students with personalized educational, behavioral and emotional support.
- Kept students safe in classroom and outside environments.
Education
High School Diploma -
William S. Hart High School
Newhall, CA06.1996
Some College (No Degree) - Criminal Justice
University of Phoenix
Tempe, AZSkills
- Courteous demeanor
- Adaptive team player
- Problem-solving abilities
- Call center experience
- Inbound Customer Service
- Proficient in Microsoft Office
Timeline
Direct Support Professional
360 Behavioral Health
07.2023 - Current
Medical Office Representative II
Providence Facey Medical Foundation
10.2021 - 08.2023
Customer Service Representative Level II
4Over LLC
08.2015 - 10.2020
Appointment Agent
Southern California Orthopedic Institute
04.2015 - 06.2015
Paraeducator
Saugus Union School District
10.2013 - 04.2015
High School Diploma -
William S. Hart High School
Some College (No Degree) - Criminal Justice
University of Phoenix