Gretchen Santos
Ephrata,PA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
5
5
years of professional experience
Work History
Customer Service Specialist
Lancaster General Hospital Penn Medicine Health
11.2022 - Current
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
- Overcame language barriers when necessary by utilizing translation tools or coordinating assistance from multilingual colleagues.
- Learned and adapted quickly to new technology and software applications.
- Managed time efficiently in order to complete all tasks within deadlines.
- Processed payment via telephone and in person with focus on accuracy and efficiency.
- Improved billing accuracy by diligently reviewing and verifying medical codes for patient procedures and diagnoses.
- Promoted a collaborative work environment, regularly communicating with healthcare providers to obtain necessary documentation and clarify discrepancies.
- Handled account payments and provided information regarding outstanding balances.
- Worked with multiple departments to check proper billing information.
- Maintained a strong ethical foundation in all work activities, promoting a culture of integrity within the billing department.
- Utilized various software programs to process customer payments.
- Self-motivated, with a strong sense of personal responsibility.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
Phlebotomist and Customer Service
Lancaster General Health Penn Medicine
01.2019 - Current
- Performed venipunctures, finger sticks and heel sticks for both adult and pediatric patients.
- Reviewed patient records for accuracy and completeness.
- Verified proper storage and transportation of specimens to laboratories.
- Provided support to laboratory staff, facilitating prompt analysis of collected samples for expedited results delivery.
- Organized daily work based on collection priority.
- Handled insurance verification tasks using Epic to validate patient insurance information.
- Demonstrated adaptability by effectively performing blood draws on diverse patient populations, including pediatric, geriatric, and challenging cases.
- Adhered to HIPAA standards and maintained patient confidentiality in all interactions.
Education
Certified - Massage Therapy
Lancaster School of Cosmetology & Therapeutic Bodywork
Lancaster, PA09.2022
Bachelor of Science - Nursing
Columbia Central University
Yauco PR04.2012
Skills
- Call Management
- Product and service knowledge
- Customer Service
- Telephone Etiquette
- Payment Processing
- Microsoft Outlook
- Data Entry
- Computer Skills
- Call triaging
- Computer Proficiency
- Data Collection
- Microsoft Office
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Specialist
Lancaster General Hospital Penn Medicine Health
11.2022 - Current
Phlebotomist and Customer Service
Lancaster General Health Penn Medicine
01.2019 - Current
Certified - Massage Therapy
Lancaster School of Cosmetology & Therapeutic Bodywork
Bachelor of Science - Nursing
Columbia Central University
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