Erika Mendoza
Portland,TX
Summary
Dynamic professional with a proven track record at Alorica, enhancing patient care and confidentiality. Skilled in database management and empathetic client interactions, I excel in resolving complex customer issues, improving satisfaction levels. My expertise in technical support and administrative efficiency drives operational excellence, embodying a blend of technical acumen and compassionate service. Demonstrated strengths in multi-area management, quality assurance and service. Resourceful professional and collaborative team player. Knowledgeable and dedicated customer service professional. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses. Knowledgeable and dedicated customer service professional. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
30
30
years of professional experience
Work History
Resolution Team Lead
Alorica
11.2023 - 08.2024
- Handled sensitive patient information with discretion, adhering to strict HIPAA guidelines and safeguarding privacy at all times.
- Answered incoming calls, routed messages and resolved patient inquiries within target timeframes.
- Provided exceptional customer service to patients, addressing concerns promptly and professionally to ensure satisfaction.
- Supported healthcare providers with the timely completion of necessary documentation, allowing them to focus on quality patient care.
- Generated reports and logged patient information for reliable records.
- Analyzed root causes of recurring issues to implement preventive measures, reducing the number of future complaints.
- Maintained detailed records of all interactions and resolutions for future reference and analysis purposes, improving overall efficiency in handling similar cases down the road.
Administrative Assistant
Millenium Clinic
06.2022 - 07.2023
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on daily basis.
- Recorded new hires, transfers, terminations, changes in job classifications and merit increases to main human resources files.
- Generated reports and logged patient information for reliable records.
- Verified insurance coverage to prepare for upcoming patient appointments.
- Documented patient medical information, case histories, and insurance details to facilitate smooth appointments and payment processing.
- Maintained and updated patient records for accurate, current medical histories.
Resolution Team Lead
Alorica
11.2018 - 04.2022
- Upheld confidentiality requirements and regulatory compliance guidelines.
- Resolved problems with areas such as communication and billing that could negatively impact services.
- Developed strong relationships with local pharmacies to expedite prescription refills and prevent gaps in medication therapy.
- Demonstrated empathy toward diverse patient populations, building trust through compassionate interactions.
- Managed effective communication between patients and providers by serving as a liaison for questions or concerns.
- Verified patient insurance eligibility and entered patient information into system.
- Resolved customer complaints using established follow-up procedures.
- Reduced customer complaints by ensuring timely and accurate responses to their concerns.
Receptionist
Seminole Tribe Of Florida
01.2011 - 01.2012
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
- Confirmed appointments, communicated with clients and updated client records.
- Answered central telephone system and directed calls accordingly.
- Responded to inquiries from callers seeking information.
- Managed multiple tasks and met time-sensitive deadlines.
Computer Specialist and Direct Tv
Seminole Tribe Of Florida
03.2008 - 03.2009
- Used diagnostic tools to identify hardware failures and replace non-functional components.
- Linked computers to network and peripheral equipment.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Oversaw equipment inventory to maintain on-hand availability of necessary replacement parts and consumable goods.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Maintained accurate records of communications, remedial actions and installation activities.
- Managed data transfers between systems and storage mediums.
- Assisted computer users with technical issues remotely and at workstations.
- Coordinated with IT teams to resolve advanced computer software and hardware problems.
- Followed work orders precisely to identify equipment needed, materials required and sequences to correctly completing assignments.
- Managed program errors with analytical approach focused on troubleshooting, diagnosing and resolving each problem.
- Trained and supported end-users with software, hardware and network standards and use processes.
- Helped programmers and systems analyst test, debug and improve new programs.
General Manager
Taco Bell / TCBY / Pizza Hut
03.1994 - 02.2001
- Managed all aspects of daily operations, including managing budgets, inventory control, and vendor relations.
- Effectively managed labor costs by monitoring productivity levels among staff members and making strategic scheduling decisions.
- Effectively managed payroll and timekeeping, and paperwork for new hires and terminations.
- Carefully interviewed, selected, trained, and supervised staff.
- Addressed customer concerns promptly and professionally, turning potentially negative experiences into positive outcomes.
- Developed and maintained a strong team of motivated staff by providing ongoing training and development opportunities.
- Met, greeted, and encouraged feedback from customers and used feedback to implement positive changes within restaurant.
- Maintained open lines of communication between front-and back-of-house teams to facilitate smooth day-to-day operations.
Education
Ged -
Mays High School
Cutler Bay, FL05.1992
Skills
- Patient Confidentiality and Data Security
- Documenting and Recording Information
- Computerized Maintenance Management Systems
- Patient Health Information Privacy
- Patient Information Management
- Database Search and Data Entry Skills
- Benefits Verifications
- Patient Flow
- Explaining Policy and Procedures
- Administrative and Office Support
- Customer Satisfaction
- Providing Information and Resources
- Patient Issue Resolution
- Quality Standards and Protocols
- Resolving Problems
- Customer Experience
- Caring and Empathetic
- Information Assistance
- Multitasking
- Organizational skills
- HIPAA compliance
- Claims processing
Timeline
Resolution Team Lead
Alorica
11.2023 - 08.2024
Administrative Assistant
Millenium Clinic
06.2022 - 07.2023
Resolution Team Lead
Alorica
11.2018 - 04.2022
Receptionist
Seminole Tribe Of Florida
01.2011 - 01.2012
Computer Specialist and Direct Tv
Seminole Tribe Of Florida
03.2008 - 03.2009
General Manager
Taco Bell / TCBY / Pizza Hut
03.1994 - 02.2001
Ged -
Mays High School
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