Janette Contreras
Buckeye ,AZ
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Customer Service Representative
State Of Arizona
10.2022 - Current
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Analyzing data to combine and or add to exiting investigation.
- Intake reporting for abuse neglect and exploitation from first responders and law enforcement
- Determined and routed investigation to the field for investigation of allegations
Patient Access Representative
Banner Healthcare
02.2022 - 07.2022
- Streamlined patient registration processes by implementing efficient data collection methods and reducing wait times.
- Improved patient satisfaction scores by actively addressing concerns and providing prompt assistance during the check-in process.
- Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
- Maintained accurate patient records, contributing to a well-organized database for seamless information access across departments.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
Customer Service Unit Supervisor
AHCCCS- State Of Arizona
05.2021 - 02.2022
- Improved unit efficiency by streamlining processes and implementing new management strategies.
- Proactively identified areas of improvement within the unit, implementing corrective actions to prevent future issues from arising.
- Created a comprehensive training program for new hires to ensure they were equipped with the necessary skills and knowledge needed to excel in their roles as unit supervisors.
- Achieved higher productivity levels by monitoring performance metrics and providing regular feedback to team members.
- Developed a positive work culture with a strong emphasis on collaboration, innovation, and continuous improvement.
Pharmacy Service Associate
Cigna
07.2019 - 03.2021
- Enhanced customer satisfaction by providing efficient and accurate prescription processing.
- Verified prescription information prior to entry in pharmacy computer system.
- Processed insurance claims accurately, minimizing billing discrepancies for patients and the pharmacy.
- Entered and processed patients' prescriptions into internal system via inbound phone calls
- Reduced average handle time with thorough product knowledge and quick problem-solving capabilities.
- Provided support for escalated calls, acting as a liaison between the customer and upper management when necessary.
Overpayment Unit Supervisor
Unemployment- State Of Arizona
08.2018 - 04.2019
- Enhanced customer satisfaction rates by addressing inquiries and resolving issues in a timely manner.
- Delivered consistent results by setting clear expectations and holding team members accountable for their performance.
- Boosted employee engagement levels through regular staff meetings, transparent communication, and recognition programs.
- Discussed staff development and training needs and provided schedule of continuing education opportunities.
- Interviewed prospective candidates for unit vacancies.
- Mentored newly hired employees, helping them acclimate quickly to the company culture and job responsibilities.
Education
Certificate - Human Services Certificate
Rio Salado Community College
Phoenix, AZ01.2006
High School Diploma -
Trevor Browne High School
Phoenix, AZ05.2005
Skills
- Data Entry
- Microsoft Outlook
- Staff Development
- Fluent Bilingual-Spanish
- Caseload Managing
- ICD-10
- State Computer Programs
- Leadership
- Healthcare Programs-Star/Equifax/MS4/First Net
- Time Management
- Multitasking
- Self-S
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Supervised team of 15 staff members.
- Collaborated with team of 4 in the development of New Hire Training in launching Genesys.
Certification
- Investigation Training - January-2006
- Customer Service Enhance Training -May-2011
- Supervisor Academy-February-2011
Timeline
Customer Service Representative
State Of Arizona
10.2022 - Current
Patient Access Representative
Banner Healthcare
02.2022 - 07.2022
Customer Service Unit Supervisor
AHCCCS- State Of Arizona
05.2021 - 02.2022
Pharmacy Service Associate
Cigna
07.2019 - 03.2021
Overpayment Unit Supervisor
Unemployment- State Of Arizona
08.2018 - 04.2019
Certificate - Human Services Certificate
Rio Salado Community College
High School Diploma -
Trevor Browne High School
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