Emily Villarreal
San Antonio
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
10
10
years of professional experience
Work History
Customer Service Representative
Aetna
06.2019 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or complaints
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Ensured adherence to handle time standards.
- Investigated and resolved customer inquiries and complaints quickly.
Insurance Verification Specialist
Shavano Family Practice
07.2016 - 12.2018
- Ensured compliance with HIPAA regulations while managing sensitive patient information during the verification process.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
- Updated patient records with accurate, current insurance policy information.
- Managed high-volume insurance verifications within pressured timeframes for productive medical operations.
- Posted payments to accounts and maintained records.
Medical Assistant
Texas MedClinic
06.2015 - 06.2016
- Obtained client medical history, medication information, symptoms, and allergies.
- Performed medical records management, including filing, organizing and scanning documents.
- Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
Education
Medical Assistant Certification - Medicine
Concorde Career College
San Antonio, TX05.2015
GED -
Laredo Community College
Laredo, TX02.2013
Skills
- Critical thinking
- Conflict resolution
- Mentoring and training
- Quality assurance
- Customer service documentation
- Analytical problem solving
Timeline
Customer Service Representative
Aetna
06.2019 - Current
Insurance Verification Specialist
Shavano Family Practice
07.2016 - 12.2018
Medical Assistant
Texas MedClinic
06.2015 - 06.2016
Medical Assistant Certification - Medicine
Concorde Career College
GED -
Laredo Community College
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