Dominique Rivera
San Diego,CA
Summary
Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
CVS/ Aetna
07.2023 - 12.2023
- Handling high volume of inbound calls for Member and Provider inquiries
- Handled customer inquiries and suggestions courteously and professionally.
- Answered constant flow of provider/ member calls with minimal wait times.
- Be able to answer Member and Provider inquiries and type information into computer system simultaneously.
- Verify members health insurance.
- Proficient with MS Office and ability to navigate multiple platforms.
- Delivered prompt service to prioritize customer needs.
Patient Service Representative
Neighborhood Healthcare
05.2022 - 07.2023
- Processed medical records requests efficiently, safeguarding patient privacy while ensuring timely information access for healthcare providers.
- Followed document protocols to safeguard confidentiality of patient records.
- Resolved billing inquiries and disputes in timely fashion.
- Demonstrate premier customer service while assisting patients in a fast-paced environment: assess and appropriately respond to patient needs in an efficient and courteous manner.
- Review insurance eligibility and educate patients on available programs offered through Neighborhood Healthcare.
- Accurately schedule and confirm patient appointments according to established guidelines and reschedule as necessary.
- Receive payments for services and records them in computer or ledger.
- Verify patient's record is up to date and accurate. Make appropriate changes in computer system.
- Deescalate difficult situations and identify solutions for the patient as necessary.
- Monitor Provider schedules for openings to ensure maximum utilization of all available appointments.
- Update patient chart in electronic health records upon arrival for appointment.
- Respond promptly and with caring actions to patients and employees. Acknowledge psychosocial, spiritual and cultural beliefs and honor these beliefs.
Night Merchandiser/ Inventory
Costco Wholesale
08.2016 - 05.2022
- Reduced out-of-stock occurrences by monitoring inventory levels closely and replenishing items promptly.
- Inspected floor displays, noted missing items, and immediately replenished merchandise.
- Maintained neat, organized stockroom free of hazards.
- Handled all members' relations issues in a gracious matter, while following company policies.
• Welcomes members' with a smile and help locate items in the warehouse.
• Educate members' on any new items for the season.
• Kept work area clean and organized.
• Communicated clear with management and employees.
• Help assist on other department needs.
• Box and restock merchandise.
• Rearrange items for seasonal needs.
Administrative Office Assistant
Ozzy's Plumbing
12.2013 - 10.2016
- Executed record filing system to improve document organization and management.
- Answered and quickly redirected up to 15-20 calls per 1 hour sometimes more depending.
- Ordered and distributed office supplies while adhering to a fixed office budget.
- Answered and managed incoming and outgoing calls while recording accurate messages.
- Opened and properly distributed incoming mail.
- Helped distribute employee notices and mail around the office.
- Maintained a clean reception area, including lounge and associated area.
- Organized all new hire, security and temporary paperwork.
- Obtained signatures for financial documents and internal and external invoices.
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
- Acted professionally and patiently when addressing negative customer feedback.
- Met or exceeded service and quality standards every review period.
Education
Bachelor of Science - Health Management And Clinical Assistance
University of Phoenix
San Diego, CA06.2015
Associate of Science - Health Administration
University of Phoenix
San Diego, CA01.2012
Skills
- Appointment Scheduling
- Professional telephone demeanor
- Customer Service
- Payment Processing
- Administrative Support
Timeline
Customer Service Representative
CVS/ Aetna
07.2023 - 12.2023
Patient Service Representative
Neighborhood Healthcare
05.2022 - 07.2023
Night Merchandiser/ Inventory
Costco Wholesale
08.2016 - 05.2022
Administrative Office Assistant
Ozzy's Plumbing
12.2013 - 10.2016
Bachelor of Science - Health Management And Clinical Assistance
University of Phoenix
Associate of Science - Health Administration
University of Phoenix
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