Isabel Gonzalez
San Antonio,TX
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
10
10
years of professional experience
Work History
Pharmacy Benefits Manager
CVS Caremark
06.2023 - 01.2024
- Managed incoming phone from members, pharmacies or providers offices, and answered questions about pharmacy benefits, medication coverage, mail order prescription
- Utilized customer service software to accurately enter customer data, process orders and update customer records of all transactions, enabling easy retrieval of information when needed for audits or customer inquiries.
- Updated mailing lists with current addresses and contact information for smooth customer communications and accurately track orders.
- Strengthened customer relationships through timely communication about order status updates, delays, or changes in availability.
- Facilitated resolution of payment disputes or discrepancies by taking payment over phone and providing necessary documentation when needed.
Patient Service Representative 2
Gonzaba Medical Group
05.2021 - 11.2022
- Answered calls in high volume call center setting to assist in scheduling/rescheduling appointments with doctors, mid-levels, specialty doctors and physical therapy
- Managed medication refills, referral request, new patient registration and forwarding call back request to providers staff.
- Documented patient's chart for reason of each call
- Follows all HIPPA rules and regulations to protect member information and maintain strict confidentiality.
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
Warehouse Associate
TJX DC
01.2021 - 02.2021
- Maintained clean, orderly work environment free of hazards.
- Verified quantity and description of materials received by checking merchandise against packing list.
- Worked safely around moving machinery.
- Collaborated with team members to achieve daily targets and complete tasks efficiently.
- Consistently met or exceeded productivity targets while maintaining high standards for quality and safety.
Engagement Specialist/Member Service Representative
Carenet
01.2018 - 01.2020
- Managed scheduling and rescheduling of appointments for members.
- Assisted in answering incoming calls, while also making outbound calls to members, confirming appointments, and medication refills.
- Explained benefits and enrolled members into insurance programs.
- Follows all HIPPA rules and regulations to protect member information
- Maintains strict confidentiality
International Wire Transfer Representative
USAA
03.2017 - 04.2017
- Handled incoming calls from members and assisted them with domestic/international wire transfers
- Enhanced company reputation by providing exceptional customer service and support.
- Developed comprehensive understanding of various currencies used in international wire transfers which aided in executing error-free transactions.
- Maintained detailed records of all wire transfer activities in accordance with regulatory requirements, ensuring easy access for audits or inquiries.
- Contributed to risk management efforts through diligent verification of client identities before initiating any transaction; safeguarding against frauds.
Order Services Representative
QVC
09.2016 - 01.2017
- Received calls from QVC customers.
- Assisted with tracking information for new and pending orders
- Processed payments over phone, while assisting customers applying for QVC credit card.
- Provided accurate product information to customers, helping them make informed purchasing decisions while boosting sales numbers.
- Managed high call volume, maintaining excellent customer service standards at all times.
Order and Billing Representative
Service Culture Growth
06.2014 - 08.2016
- Received calls as third-party vendor for Farmers Insurance to assist members in getting insurance cards faxed, mailed or emailed to them
- Verified member information by screening their security questions
- Assisted insurance agents in resolving issues such as billing and charges.
- Reviewed and solved account and billing discrepancies.
- Optimized collections efforts through regular collaboration with collections team on delinquent accounts strategies.
Education
CMA -
College of Health Care Professions
San Antonio, TX03.2020
Skills
- Claims Processing
- HIPAA Compliance
- Compass expertise
- Problem-solving skills
- Athena expertise
- Data Entry
- Call Center Customer Service
- Verbal and written communication
- Appointment Scheduling
- Payment Processing
Timeline
Pharmacy Benefits Manager
CVS Caremark
06.2023 - 01.2024
Patient Service Representative 2
Gonzaba Medical Group
05.2021 - 11.2022
Warehouse Associate
TJX DC
01.2021 - 02.2021
Engagement Specialist/Member Service Representative
Carenet
01.2018 - 01.2020
International Wire Transfer Representative
USAA
03.2017 - 04.2017
Order Services Representative
QVC
09.2016 - 01.2017
Order and Billing Representative
Service Culture Growth
06.2014 - 08.2016
CMA -
College of Health Care Professions
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