Janet Munoz
Peoria,AZ
Summary
Customer-focused professional with 4+ years of experience providing exceptional service in a high-volume call center environment. Resolved an average of 20 customer issues daily, consistently exceeding resolution time goals. Eager to contribute my customer service expertise to a company committed to customer satisfaction.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Bilingual Patient Advocate - Remote
Elevate Patient Financial Solutions
, California
04.2023 - 04.2024
- Provided comprehensive patient support via multiple communication channels (phone, email, voicemail, text) in a high-volume, remote work environment
- Efficiently verified insurance eligibility and benefits for dates of service, ensuring accurate billing and minimizing claim denials
- Guided patients through the healthcare system, assisting with insurance applications, document collection, and follow-up with county agencies
- Proactively managed the collection and submission of required documentation for insurance applications, faxing materials to the appropriate county offices and tracking application status on behalf of patients
- Prepared and mailed necessary forms and applications to patients, obtaining signed consent and ensuring compliance with regulatory requirements
- Accurately updated hospital records with correct insurance information, facilitating timely and accurate billing
- Conducted patient interviews to address inpatient and outpatient insurance concerns, explaining complex insurance concepts such as premiums, co-pays, deductibles, and payer reimbursements in a clear and understandable manner
- Resolved patient insurance-related inquiries and escalated complex issues to appropriate channels, ensuring timely resolution and patient satisfaction
Patient Data Manager
Smile America Partners Inc.
Phoenix, AZ
03.2021 - 03.2023
- Managed patient data entry and maintained accurate records, ensuring data integrity for efficient patient care
- Provided exceptional customer service via high-volume inbound and outbound phone calls, promptly responding to voicemails and addressing patient inquiries in a timely manner
- Proactively collected missing patient information (name, DOB, address, SSN, insurance details) to complete patient profiles and facilitate seamless enrollment processes
- Efficiently verified patient insurance eligibility and benefits, ensuring accurate billing and minimizing claim denials
- Utilized Microsoft Excel to track patient enrollments, analyze data, and generate reports to monitor program effectiveness
- Communicated effectively with patients via email using Microsoft Outlook, addressing concerns, requesting missing information, and providing program updates
- Collaborated effectively with other departments to ensure seamless patient care coordination and efficient information sharing
- Resolved patient inquiries and escalated complex issues to appropriate channels, ensuring timely resolution and patient satisfaction
Team Lead
GEODIS
Phoenix, AZ
08.2019 - 12.2019
- Onboarded and trained new employees on warehouse picking procedures, ensuring efficient and accurate order fulfillment
- Provided comprehensive safety training to new hires, reinforcing safe operating procedures and minimizing workplace accidents
- Monitored employee performance on the warehouse floor, providing constructive feedback and addressing any performance gaps to optimize productivity
- Provided ongoing support and guidance to new employees, answering questions and addressing concerns to facilitate their successful integration into the team
- Enforced safety protocols and procedures, responding promptly to any spills or accidents to maintain a safe working environment
- Delivered exceptional customer service to internal employees, addressing their inquiries and providing timely assistance
Sales Associate and Cashier
In Style Brands for Less
Tempe, AZ
11.2018 - 05.2019
- Prepared merchandise for display by stocking new items, pricing clothing accurately, and arranging displays to attract customers
- Provided exceptional customer service, assisting customers at the register, fitting rooms, and throughout the store, addressing inquiries and resolving concerns effectively
- Processed customer transactions efficiently and accurately, handling cash and credit card payments with professionalism and attention to detail
- Maintained a clean and organized sales floor and fitting room area, ensuring a pleasant shopping experience for customers
Child Care Contractor
Phoenix, AZ
09.2016 - 07.2018
- Developed and implemented engaging activities and games for children, fostering creativity and promoting their social and emotional development
- Ensured the health and well-being of children by providing nutritious meals, assisting with hygiene routines, and adhering to established eating and sleeping schedules
- Maintained a clean and safe environment for children by performing light housekeeping duties
- Built positive and nurturing relationships with children, providing individualized attention and support to meet their unique needs
Sales Associate
Xi Clothing
Phoenix, AZ
08.2017 - 02.2018
- Delivered exceptional customer service on the sales floor, in fitting rooms, and at the register, addressing customer inquiries and providing personalized recommendations
- Replenished merchandise and maintained organized displays, ensuring a visually appealing and easy-to-navigate shopping environment
- Processed customer transactions accurately and efficiently, handling cash and credit card payments
- Proactively assisted customers in locating desired merchandise, offering product knowledge and suggesting complementary items to enhance their shopping experience
- Maintained a clean, organized, and well-stocked sales floor, contributing to a positive customer experience
Education
High School Diploma -
MGRM Pinnacle Peak
Tempe, AZ05-2019
Skills
- Customer Relationship Management (CRM)
- Conflict Resolution
- Active Listening
- Empathy
- Problem-Solving
- Sales
- Verbal Communication
- Written Communication
- Interpersonal Communication
- Bilingual (English/Spanish)
- Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)
- Data Entry
- Time Management
- Prioritization
- Goal-Oriented
- Adaptability
Certification
- Medical Receptionist Skills, Indeed Assessment, Proficient, 02/01/23
- Customer Service, Indeed Assessment, Proficient, 03/01/21
- Retail Customer Service, Indeed Assessment, Proficient, 02/01/23
Timeline
Bilingual Patient Advocate - Remote
Elevate Patient Financial Solutions
04.2023 - 04.2024
Patient Data Manager
Smile America Partners Inc.
03.2021 - 03.2023
Team Lead
GEODIS
08.2019 - 12.2019
Sales Associate and Cashier
In Style Brands for Less
11.2018 - 05.2019
Sales Associate
Xi Clothing
08.2017 - 02.2018
Child Care Contractor
09.2016 - 07.2018
- Medical Receptionist Skills, Indeed Assessment, Proficient, 02/01/23
- Customer Service, Indeed Assessment, Proficient, 03/01/21
- Retail Customer Service, Indeed Assessment, Proficient, 02/01/23
High School Diploma -
MGRM Pinnacle Peak
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