DOLORES M SALAZAR

• Serves as a bilingual ambassador for Kaiser Permanente by exhibiting respectful, courteous, and friendly behavior towards and around our patients and members. Takes accountability for customer experience at Point of Service.
• Creates a welcoming environment including maintaining a professional demeanor, appearance and physical environment.
• Greets patients, assists with facility directions, provides resources, answers questions and when applicable escalates issues.
• Addresses patient problems, concerns and issues and escalates to management when necessary.
• In all interactions with patients, members, physicians, staff and visitors, demonstrates service-oriented behaviors that include culturally sensitive good manners, respect, and polite communications.
• Assists patients/members.
• Assists with facility directions..
• Directs patients to appropriate area after the arrival/registration process is completed.
• Utilize Language Line, QBS and ASL services as needed.
• Demonstrates telephone etiquette skills.
• Is courteous and professional when the telephone.
• Schedules follow-up appointments in the clinic
• Records additional patient information in the electronic system.
• Screens patients for metallic objects prior to MRI.
• For Same Day appointments, the scheduling duties below will be utilized during registration.

Documentation and Registration Data Quality

• Verifies patient identification to ensure right patient for right exam and document according to outlined procedures.
• Accurately and completely records/verifies demographic information and other key patient data.
• Ensures completion and documentation of receipt of patient forms according to registration system prompts and department procedures.
• Provide basic coverage and benefit information to patients, but refers patients to appropriate resources for complex questions
• Determines patient's membership and benefits according to the benefit information displayed in the electronic systems.
• Records Insurance and verifies insurance information from patients including Medicare Secondary Payor information, and information sufficient to bill Government, Commercial, Third Party Payors or other financial sponsors
• Creates appropriate accounts and coverages in the electronic system.

Cash Handling and Revenue Collection

• Complies with all applicable cash handling policies and procedures.
• Handles revenue, reconciles shift and deposits funds according to the Cash Handling Responsibility Agreement.
• Handles safekeeping of change funds, all revenue collected during the shift, all assigned revenue documents, and all keys assigned for cash control.
• Uses correct procedures to document and report discrepancies.
• Problem solves and makes attempts to resolve issues and cash discrepancies in cash drawer and change fund.
• Collects and records the appropriate cost share from patients.
• Identifies and collects non-dues revenue from patients.
• Notifies patients of payment options and other critical information regarding their financial liabilities.
• Uses overrides to cost share collection, as directed by registration policies and procedures.

Scheduling

• Facilitate the timely scheduling of patients by coordinating patient information with physicians or technologist.
• Receive orders, facilitate appropriate scheduling assignments and communicate information to patients.
• Verify if there is a staff message to reply back to the order physician prior to scheduling.
• Prioritize cases/referrals utilizing established guidelines.
• Contacts patient to schedule exam/procedure and return appointments according to established procedures and scheduling guidelines, when applicable.
• Utilize protocols to determine and communicate proper patient preparation including checking for allergies, lab tests, and pre-requisite exams.
• Notify and inform patient/member of cost share obligations and conduct screening questionnaires when applicable
• Notify physician to order pre-requisite tests or meds as appropriate, according to protocol.
• Communicate through use of technology to providers office to ensure order(s) has been placed or authenticated.
• Secure patient charts and i.e., history/physical, lab, informed consents, etc., in advance of exam/procedure.
• Cancel and reschedule appointments when needed.
• Notify all departments in a timely manner within the center of any changes in the schedule, i.e., add-ons, cancellations and no-shows.
• Provide exam/study preparation materials to patients per protocol.

• Managed confidential files containing sensitive information related to student attendance records.
• Placed calls to parents to determine reasons for students' absences, meticulously noting details.
• Tracked data regarding student absences, truancy offenses and disciplinary actions with daily updates.
• Welcomed visitors to main office and asked questions in effort to determine how to best serve needs.
• Collected, evaluated and stored documents securely in permanent records.
• Maintained positive working relationship with fellow staff and management.
• Assisted organizational efforts by filing, entering data and answering phones.
• Proofread documents carefully to check accuracy and completeness of all paperwork.
• Checked and recorded student attendance, including tardiness and absences.

• Serviced all Spanish speaking members
• Processed check deposits and drafts every day
• Check on the status of customer accounts and track checks and payments
• Review and explain account charges
• Assist banking customers who are victims of fraud, theft or identity theft
• Assist customers with replacing lost or stolen credit or debit cards
• Assist with address changes
• Audited customer account information to identify issues and develop solutions
• Enhanced member relationships by providing excellent service during each interaction
• Delivered quality service by assessing, advising and assisting credit union members
• Presented and explained services and products to meet member needs
• Handled calls for new sign-ups, service cancellations and cross-selling opportunities
• Referred unresolved customer grievances to designated departments for further investigation
• Engaged in conversation with customers to understand needs, resolve issues and answer product questions
• Updated databases with new and modified customer data
• Utilized job-related software to prepare change of address records and issue service discontinuance orders
• Strengthened customer retention by offering charge waive options
• Contacted customers about potential service upgrades and account changes
• Balanced daily transactions with 100% accuracy

• Handled client inquiries with exceptional professionalism and enthusiasm
• Engaged clients with proactive strategies to understand needs and develop successful solutions
• Escalated customer satisfaction ratings by offering valuable insights to customers' needs and expectations
• Maintained high-volume workload within fast-paced environment and consistently met performance benchmarks
• Managed customer conflicts and challenging situations by staying calm and accessing internal databases to develop strategic solutions.
• Answered and directed incoming calls using multi-line telephone system.
• Delivered administrative support to team members by making copies, sending faxes, organizing documents and rearranging schedules.
• Handled conference room scheduling, collaborating with meeting organizers on logistics and catering.
• Served visitors by greeting, welcoming and directing to appropriate personnel.
• Pulled and organized requested documentation.
• Maintained front office cleanliness and organized supplies to increase productivity.
• Signed for packages, recorded deliveries and distributed to personnel.

• Diligently coordinated all aspects of the move out process
• Scheduled unit cleaning, furniture exchange, pest fumigation, carpet cleaning
• Set up request from incoming tenant, many times in a four hour window
• Responsible for approximately 900 units per month
• Implemented company processes to effectively resolve customer service issues
• Achieved high customer satisfaction scores by de-escalating complaints quickly
• Recommended, selected and helped locate merchandise based on customer needs and desires.

• Served 85-95 customers per day with 100% accuracy
• Collected payments and applied to accounts on timely basis to ensure service was not interrupted, communicating with field meter readers to effectively service customers with optimal customer satisfaction
• Translated for Spanish speaking customers when account required manager interaction
• Trained new customer service associates
• Conducted weekly morning warm up and stretching - safety meeting.

• Collected, monitored and evaluated customer requirements to achieve desired delivery time and order fill rates
• Recommended changes to existing methods to increase the accuracy, efficiency and responsiveness of the customer service department
• Worked under strict deadlines and responded to service requests and emergency call-outs
• Guaranteed positive customer experiences and resolved all customer complaints
• Quality assurance on client paperwork.

• Managed daily office operations and maintenance of equipment
• Received and screened a high volume of internal and external communications, including email and mail
• Responsible for all office supplies purchases
• Assisted sales personnel with bid writing
• Organized files, developed spreadsheets, faxed reports and scanned documents
• Managed the receptionist area, including greeting visitors and responding to telephone and in-person requests for information
• Researched and resolved billing and invoice problems
• Created and maintained computer- and paper-based filing and organization systems for records, reports and documents
• Managed travel arrangements for upper management
• Effectively reconciled daily sales and weekly branch expenses
• Made weekly bank deposits
• Liaised with HR department to process employee benefits
• Processed payroll
• Conducted and translated (English to Spanish) web based learning courses
• Responsible for CHP BIT inspection record retention
• Maintained OSHA files.

• Effectively serviced accounts nationwide with 100% customer satisfaction
• Developed rapport with the customer base by handling difficult issues with professionalism
• Responsible for all order processing and maintained client files
• Routinely scheduled all outgoing loads on daily basis
• Handled high volume of calls
• Improved service quality and increased sales by developing a strong knowledge of company's products
• Interviewed and trained new customer service representatives
• Effectively communicated with team members to maintain clearly defined expectations
• Coordinated meetings and foundry tours
• Translated "Team News" English to Spanish
• Efficiently proof read articles and reports for higher management
• Worked in conjunction with shipping department as well as with controller to ensure accurate inventory levels.

• Communicated the duties, compensation, benefits and working conditions to all potential candidates
• Contacted all job applicants to inform them of their application status
• Diligently acquired donated time and space for testing sites
• Effectively conducted assessment tests to large groups of applicants
• Responsible for selection and training of new survey takers.

• Maximized client satisfaction
• Determined customer needs
• Interviewed and trained new quality customer service representatives
• Developed, implemented and monitored programs to maximize customer satisfaction and manage on-site customer service representatives
• Resolved customer questions, issues and complaints
• Educated customers on the variety of loan products.