Isabel Mendoza
Santa Ana,CA
Summary
Knowledgeable and dedicated Care Coordinator professional with extensive experience of more than 10 years in Customer Service. 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
11
11
years of professional experience
1
1
Certification
Work History
Fields Operation Care Coordinator
Healthy Smiles For Kids Of Orange County
2020.06 - Current
- Scheduled, rescheduled and cancelled appointments for dental patients.
- Used Denticon software to maintain records of services performed on patients.
- Cross-trained to support other departments with emphasis on establishing patient rapport and developing relationships with external partners.
- Helped patients complete necessary medical forms and documentation.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Updated policies and procedures, leading continuous improvement of patient's treatment plan and care.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Obtained payments from patients and scanned identification and insurance cards.
- Prepared insurance Pre-Authorization forms, explained benefits and outlined pricing details for procedures and services.
- Received, recorded and addressed incoming and outgoing communication via telephone and email for both English and Spanish speaking patients.
- Operated cash register for cash and credit card transactions with excellent accuracy levels.
- Worked flexible schedule to meet business needs.
- Worked with central management to identify, plan, align and address training needs.
- Trained team members on cash register operation and cash handling.
- Trained team members on operating front desk procedures and company services.
Tele Care Coordinator
Healthy Smiles For Kids Of Orange County
2019.11 - 2020.06
- Verify, update and communicate patient history prior to clinic and Telehealth appointments and procedures with providers.
- Assess and treat emergency patients in timely manner via virtual consults
- Verify patient insurance eligibility and benefit history
- Provide patient guidelines on importance of maintaining proper Oral health hygiene
- Follow all personal and health data procedures to effectively comply with HIPAA laws and prevent information breaches.
- Offer patient oral education and advice related to and including pre- and post-operative instructions, medication administration, follow-up appointments and symptoms indicating emergency oral care.
- Follow up with our recall patients and schedule appointments in our Clinic and Mobile locations
Trainer /Call Center Supervisor
SG Homecare
2016.08 - 2019.11
- Ensured HIPAA compliance.
- Contacted insurance companies to obtain Prior Authorization for Medical Procedures.
- Achieved high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices and facilitating proactive work environment.
- Assisted in resolving and satisfying client requests and internal operational issues.
- Skillfully developed departmental goals, objectives, standards of performance, policies and procedures.
- Routinely collaborated with department managers to correct problems and improve services.
- Use ICD-10 codes and HCPCS
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Oversaw 45 employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Increased efficiency and productivity through effective staff training regarding customer service protocols, performance metrics, consumer behavior identification and call resolution techniques.
- Assessed personnel performance and implemented incentives and team-building events to boost morale.
- Processed over 400 orders daily and received 800 to 1,000 inbound / outbound calls daily.
Office Manager/ ACA Assistant Manager
Liberty Tax Service
2012.11 - 2016.03
- Verified clients eligibility and claims status with Covered CA.
- Partnered successfully with Blue Shield to produce over 8,000 Covered CA applications on First Open Enrollment.
- Partnered successfully with Health Net, Anthem Blue Cross, Wells Fargo, Santa Ana Clinica Medica Familiar to provide Client and Community Outreach
- Trained and Certified 60 new Enrollment Counselors
- Engaged prospects and customers through various events, including trade shows, seminars and workshops.
- Built and strengthened industry partnerships to improve product placements, amplify coverage and maximize effectiveness of marketing strategies.
- Kept front office clean and well-organized to keep areas presentable for guests and maximize professional appeal.
- Optimized office schedule to balance team workloads, group productivity and financial targets.
Skills
- Multitasking
- Exceptional communication skills
- Skilled in call center operations
- Interviewing
- Training programs development
- Medicare and Medicaid eligibility
- Medical terminology
- Organizational skills
- Team Leadership
- Problem resolution
- Telephone etiquette
- Staff Training
Languages
Fluent in English and Spanish
Certification
Tax Professional
Covered CA Certified Enrollment Counselor
CTEC Certified
Public Notary
Customer Service Representative
Timeline
Fields Operation Care Coordinator
Healthy Smiles For Kids Of Orange County
2020.06 - Current
Tele Care Coordinator
Healthy Smiles For Kids Of Orange County
2019.11 - 2020.06
Trainer /Call Center Supervisor
SG Homecare
2016.08 - 2019.11
Office Manager/ ACA Assistant Manager
Liberty Tax Service
2012.11 - 2016.03
Tax Professional
Covered CA Certified Enrollment Counselor
CTEC Certified
Public Notary
Customer Service Representative
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