Gisela Horner
Folsom,CA
Summary
Goal-oriented Customer Experience Specialist dedicated to strengthening administrative operations to streamline costs and enhance procedures. Motivational leader with top-notch communication, organizational and strategic planning abilities. Proven track record of success in admissions coordination, customer support, and process optimization. Skilled communicator with a passion for delivering exceptional service and building lasting relationships.
Overview
12
12
years of professional experience
Work History
Admissions Coordinator
New Dawn Treatment Centers
09.2023 - 04.2024
- Managed intake process to increase referral-to-admission rates through effective communication and sales tactics, technology utilization, and exceptional customer service.
- Advised clients on admission policies with clarity and transparency throughout the process.
- Proficiently verified insurance coverage and provided accurate treatment cost estimates, demonstrating expertise in insurance procedures and billing practices.
- Developed and maintained an Excel-based cost calculator tool to streamline insurance cost estimation, reducing call times by nearly 15%.
- Led the creation of a Confluence Wiki knowledge-base document, enhancing organizational efficiency through proactive knowledge sharing.
STRIPE SMB Account Onboarding Coordinator
Voxpro
01.2017 - 11.2018
- Promotion to a pilot ("Project X) which dealt with higher income volume SMB's (small and medium businesses).
- Assessed and qualified leads interested in signing up for the payment processor, consistently meeting sales goals ($30k within the first 3 months) and building strong client relationships, resulting in increased customer satisfaction and retention rates.
- Went through a "Sales Crash Course" with focus on the product. Eventually also coached and guided new sales agents.
- Created a new "training technique" through group training, which became an official training tool by the QA Department.
- Evaluated the needs of leads and provided tailored suggestions and ideas on how to implement payment processing solutions within their systems, leveraging logical reasoning and data analysis to solve problems and make connections, ensuring seamless integration of payment processing capabilities.
- Checked product eligibility to ensure compliance with rules and regulations, demonstrating attention to detail and a commitment to regulatory compliance.
- Provided assistance with API questions and troubleshooting regarding payments, demonstrating technical expertise and a commitment to delivering exceptional customer service.
STRIPE Sales Specialist
Voxpro Group
01.2017 - 04.2017
- Showcased product features to customers and discussed technical details to overcome objections and lock in sales using Zendesk.
- Maintained excellent Customer Satisfaction Scores (CSATs), and was often awarded for most tickets answered (exceeding the 2.0 expectation).
- Motivated and trained 5-7 team members at a time to meet and exceed sales goals through positive reinforcement.
- Demonstrated product features, answered questions and persuasively overcame objections.
- Regularly participated in meetings and keeping an eye out for process flows improvement to improve current workflows
Customer Service Concierge
BRMS
02.2015 - 09.2016
- Offered software technical support for the in-house software (VBAS), performing enrollments using said software, and a focus on providing assistance to members with special healthcare coverage like FSA/HRA/HSA and COBRA.
- Managed high-value accounts that required premium assistance for all their members.
- Transitioned into taking all the other call center tasks including answering claims and benefit questions for medical, dental and vision and for looking up prior-authorization statuses.
- Coordinated with Account Managers to make sure requests from members are fulfilled in a timely manner.
Authorization and Referrals Specialist
Midtown Oaks Post-Acute
08.2014 - 02.2015
- Submitted specialty referrals and pre-authorization requests and schedule clients for their visits.
- Primary resource person to obtain medical records from outside providers and other facilities.
- Interfaced with patients and their loved ones to find out their current situation to make going to appointments easier for them; also included coordinating transportation for them if needed. •
- Tasked with making sure results from all lab tests requested are in order and ready for provider to review.
HCO Eligibility Specialist
Maximus
01.2014 - 08.2014
- Processed enrollments that were received via mail ands canned via OCR
- Double checked information on forms, verifying document validity and making sure all fields are filled out correctly.
Business Office Assistant
Villa Del Rey Manor
05.2012 - 05.2014
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Reviewed invoices, payment requests, advance requests, expense reimbursements, and proper coding, prior to approval.
- Responded to inquiries from callers seeking information.
- Introduced organization systems to keep filed customer documents confidential and increase operational efficiency.
- Acted as the primary moving force in the transition from ADP Payroll to another online payroll system. Tasks included: organizing and creating name badges, and inputting and creating employee accounts. Also actively participated in weekly payroll sign in/sign out updates.
- As needed, provided tours to clients who are interested in the facility.
- Primary liaison to onboard new clients: making new charts, organizing their medical records, updating payments.
- Assisted with employee onboarding which included making new employee charts, adding them to the payroll system, updating demographics as needed.
Education
Bachelor of Science - Information Technology
University of Santo Tomas
Manila, Philippines04.2008
Skills
- Application processing
- Client Relations
- Understanding of medical terminology
- Strong Organization
- Records Maintenance
- Sales experience
- Medical admissions processes
- Data Verification
- Process Management
- Application Review
- Communication and Interpersonal Skills
- Coordination and Scheduling
- Documentation and Correspondence
Additional Information
Contract & Temporary Positions
Service Desk Associate Contractor Experis May 2023 - Sep 2023
- Contactor for IHSS. Answering calls to troubleshoot the Time Sheet Portal (ESP) and the ESP app when it initially launched.
Customer Support Representative Contractor Amerit Staffing Aug 2022 - May 2023
- Contactor for CA Lifeline. Answering calls from customers and providers interested in the phone discount program.
Data Entry Operator Contractor Insight Global Jun 2021- Jun 2022
- Processed over 200 Medi-Cal scanned documents per day with a 100% accuracy rate, exceeding productivity targets while maintaining a high level of precision.
Provider Support Specialist Contractor Ascent Staffing Dec 2020 - May 2022
- Delta Dental contract. Managed high call volumes (40+ per day) while maintaining excellent customer service, achieving a 95% customer satisfaction rate.
Member Concierge Representative Contractor Meridian Staffing Services Oct 2020 - Dec 2020
- Received calls from members for the BSCA system who were looking for more information regarding their plans e.g., provider searches, RX queries, EOB explanations
Senior Customer Specialist Contractor - Meridian Staffing - Jan 2017 - Nov 2018
- On the pilot team for the program. Tasked with helping with setup goals like: additional assistance with project onboarding, including reviewing scripts and procedures in my native language Tagalog.
- On live, tasked to do a multitude of Special Operations tasks such as answering chats, making outbound calls, and listening to voicemail requests and providing call backs.
- Demonstrated an aptitude for accurately inputting and correcting OCR-ed documents and making eligibility decisions for program participation maintaining a 98% accuracy rate.
Timeline
Admissions Coordinator
New Dawn Treatment Centers
09.2023 - 04.2024
STRIPE SMB Account Onboarding Coordinator
Voxpro
01.2017 - 11.2018
STRIPE Sales Specialist
Voxpro Group
01.2017 - 04.2017
Customer Service Concierge
BRMS
02.2015 - 09.2016
Authorization and Referrals Specialist
Midtown Oaks Post-Acute
08.2014 - 02.2015
HCO Eligibility Specialist
Maximus
01.2014 - 08.2014
Business Office Assistant
Villa Del Rey Manor
05.2012 - 05.2014
Bachelor of Science - Information Technology
University of Santo Tomas
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