Summary
Overview
Work History
Education
Skills
Timeline
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Emily Gonzalez

Omaha,NE

Summary

Personable and dedicated Customer Service Representative with extensive experience in the Customer Service industry. Solid team player with an upbeat, positive attitude and a proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and result-oriented with demonstrated passion for building relationships, cultivating partnerships and growing business.

Overview

8
8
years of professional experience

Work History

SR Patient Access Associate

Nebraska Medicine
07.2022 - Current
  • Implemented care and efficiency improvements to support and enhance office operations.
  • collaborated with medical and administrative personal to maintain patient-focused, engaging and compassionate environment.
  • followed appropriate procedures to minimize patients exposure to radiation.
  • explained procedures to patients to reduce anxieties and increase patient cooperation
  • answered telephone calls to offer office information, answer questions and direct calls to staff.
  • completed administrative patient intakes with case histories, insurance information and mandated forms.
  • frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
  • obtained payments from patients and scanned identification and insurance cards.
  • coordinated referrals through insurance and other medical specialists and documented details in patients charts.
  • performed various administrative tasks by filing, copying and faxing documents.

Advisor 1

Nelnet
09.2021 - 07.2022
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • assisted customers with making payments or established payment payment plans to bring accounts current.
  • answered customer questions and addressed concerns resulting in reduction in customer complaints.
  • Reviewed account and service histories to identify trends and resolve issues,
  • listened attentively to caller needs to ensure a positive customer experience.
  • strive for quick complaint resolution; commanded by supervisor for the ability to resolve problems on the first call and avoid escalation of further issues.

VA Claims Examiner

Signature Performance
05.2019 - 09.2021
  • Effectively communicated with Veterans and providers verbally and in writing regarding claims issued including claim adjudication, subrogation, overpayments, denials of billing issues.
  • accurate and timely review of claims to facilitate timely payment to providers.
  • Working with team manager senior adjustor to ensuring effective vendor and litigation management.
  • Complex Claims
  • Proficient in processing HICFA 1500 and UB 04 claim forms.
  • ICD 10 code- 1703, 1725-28 contractor trained.

Direct Support Associate

Mosaic
03.2016 - 05.2019
  • Conducted routine checks on standard patient vitals, including blood pressure, blood sugar and heart rate.
  • Documented information in patient charts and communicated status updates to interdisciplinary care team.
  • Assisted residents with daily needs, including personal hygiene , dressing and transferring from chairs to bed.
  • Conducted games and other activities to engage the patients and provide mental stimulation and entertainment.
  • guaranteed accurate, timely flow of information by maintaining patients charts and updating healthcare team on patients status.
  • Engaged with patients family and friends to provide courteous efficient visit experience.

Education

High School Diploma -

Marysville SR/JR High School
Marysville, KS
05.2016

Skills

  • Knowledge of claims processing, desk procedures and navigating different VA systems
  • Computer proficiency
  • Excellent interpersonal and customer service communication skills
  • High-level commitment
  • Demonstration of always placing others in high value

Timeline

SR Patient Access Associate

Nebraska Medicine
07.2022 - Current

Advisor 1

Nelnet
09.2021 - 07.2022

VA Claims Examiner

Signature Performance
05.2019 - 09.2021

Direct Support Associate

Mosaic
03.2016 - 05.2019

High School Diploma -

Marysville SR/JR High School

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Emily Gonzalez