Geisa Rivera
Lawrence,USA
Summary
Personal and responsible person with experience in working in fast-paced environments. Solid team player with a great, positive attitude. A dedicated team member represents with motivation to maintain customer satisfaction and contribute to the company's success. Skilled switchboard operator with background in managing large volumes of incoming calls while providing exceptional customer service. Possess strong communication skills, ability to multitask efficiently, and expertise in various telephone operating systems. Improved response times and caller satisfaction through effective call handling and issue resolution strategies. Adapt at maintaining calm and professional demeanor in fast-paced environments, ensuring smooth operation of communication systems.
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Personable and dedicated customer service representative with extensive experience in the industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
6
6
years of professional experience
Work History
Answering Service Operator- Remote
Masco
Lawrence, US
01.2024 - 10.2024
- Fielded incoming calls, answered questions and transferred calls internally.
- Entered notes into the database for each call received.
- Utilized paging technology within organization to connect quickly with key people.
- Maintained a professional attitude while handling difficult situations.
- Transferred calls to voicemail if appropriate personnel was unavailable.
- Answered incoming calls promptly and courteously.
- Performed data entry of customer information into the computer system.
- Researched and quickly resolved customer issues.
- Routed calls to appropriate personnel or departments.
- Updated existing customer accounts with recent contact information.
- Monitored emergency and code alarms, making emergency announcements or routing emergency calls to appropriate location.
- Completed connections between callers, departments and professionals.
- Escalated customer complaints or issues to supervisor when necessary.
- Operated telephone switchboard to provide information, take messages and forward calls.
- Updated personnel directory to keep telephone extensions and employee information current.
- Ensured all company policies were followed during calls.
- Completed day-to-day duties accurately and efficiently.
Medical Front Desk Receptionist
Meel Pediatrics
Methuen, US
08.2019 - 01.2024
- Verified patient demographics, entered data into electronic health record system and provided support to physicians.
- Monitored appointment schedules to ensure timely arrival of patients for their scheduled visits.
- Completed relevant insurance and other claim forms.
- Straightened up waiting room to maintain neat and organized space.
- Greeted patients, verified insurance information and collected copays.
- Managed office phone lines by checking voicemail, returning calls and directing messages to team members.
- Checked patients in and out for appointments and collected co-payments.
- Informed patients of financial responsibilities prior to rendering services.
- Ensured compliance with HIPAA regulations by maintaining confidentiality of all patient information.
- Delivered high-quality administrative and customer service to sustain patient and work flows.
- Assisted with scheduling tests or other procedures as requested by physicians or other healthcare providers.
- Managed multiple tasks simultaneously while providing excellent customer service in a busy office environment.
- Provided administrative support such as filing documents, photocopying materials and organizing office supplies.
- Called patients to confirm scheduled appointments and obtain additional details.
- Answered multi-line phone system and directed callers to requested personnel and departments.
- Processed payments, reconciled accounts receivable reports and generated invoices for services rendered.
- Created new patient files upon request while adhering to organizational policies regarding file maintenance.
- Checked-in patients when they arrived at the front desk; obtained necessary paperwork from them prior to check-in process.
- Transmitted medical records and other correspondence by mail, e-mail, or fax.
- Gathered, transcribed, and typed medical information into charts.
- Performed bookkeeping duties, preparing and sending financial statements or bills.
- Scheduled appointments, managed patient records and updated medical histories.
- Adhered to HIPAA requirements to safeguard patient confidentiality.
- Handled incoming mail including sorting letters according to departmental guidelines.
- Followed infection control procedures to protect patients and staff in waiting area.
- Assisted in preparing treatment rooms for patient examinations by stocking supplies and ensuring proper sanitation standards were met.
- Photocopied insurance cards, documented details and verified patient coverage for upcoming procedures or appointments.
- Entered insurance, demographics and health history into patient database.
- Carried out daily tasks by professionally communicating with physicians, nursing staff, technicians and medical assistants.
- Maintained a clean reception area by restocking supplies, cleaning furniture surfaces and vacuuming carpets.
- Managed front office customer service, appointment management, billing and administration tasks to streamline workflow.
- Routed laboratory or diagnostic results to appropriate staff.
- Conducted patient intake interviews to collect medical information and insurance details.
- Took messages from patients and promptly relayed to appropriate staff.
- Coordinated with insurance companies regarding payment verification processes prior to delivering treatment plans.
- Provided customer service to patients including answering questions about treatments or services offered by the practice.
Bilingual Customer Service Representative
CONLIN'S PHARMACY
Methuen, US
02.2019 - 06.2020
- Processed orders accurately and promptly, ensuring timely delivery of goods and services.
- Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
- Provided translation assistance for customers with limited English proficiency.
- Maintained and tracked accurate data using CRM and various computer systems.
- Identified and analyzed multilingual customer needs to drive high satisfaction, growth and retention of business.
- Conferred with customers by telephone or in person to provide information about products or services and take orders.
- Liaised between customers and retail buyers to expedite orders and meet customer demands.
- Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
- Resolved customer complaints in a professional manner while adhering to corporate policies and procedures.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Responded to customer inquiries in both English and Spanish languages, providing accurate information about products and services.
- Utilized multiple computer systems to access customer accounts, process payments, update account status.
- Updated system with order specifics and customer details, preferences, and billing information.
Education
None -
Methuen High School
Methuen06.2010
Skills
- Customer communications
- CRM software
- Language proficiency
- Call records
- Typing speed
- Documenting correspondence
- Call reception
- Empathy and patience
- Call routing
- Data entry proficiency
- Documenting calls
- Message taking
- Operating telephones
- Strong problem-solving skills
- Telephone operation
- Outbound calls
- Medical office administration
- Billing support
- Referral verification
- Appointment setting
- Payment collection
- Medical terminology
- Electronic medical records
- Insurance verifications
- Patient callbacks
- Medical charting
- Front desk operations
- Patient registration
- EMR / EHR
- HIPAA compliance
- Reminder calls
- Mail management
References
- Maria Peguero, (978)-397-4945
- Caridad Casiano, (978)-590-9790
- Linda Soucy, +1 (978) 569-3429, city worker
- Ruthy Molina, (978)-983-4086, MAN Inc Coordinator
- Crismeiry Francisco, +1 (978) 416-1765
- Lenore Chestnutt NP, +1 (904) 307-3463
Languages
English
Full Professional
Spanish
Native/ Bilingual
Timeline
Answering Service Operator- Remote
Masco
01.2024 - 10.2024
Medical Front Desk Receptionist
Meel Pediatrics
08.2019 - 01.2024
Bilingual Customer Service Representative
CONLIN'S PHARMACY
02.2019 - 06.2020
None -
Methuen High School