Summary
Overview
Work History
Education
Skills
Timeline
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Jennifer Garza

Chicopee,Ma

Summary

I am highly motivated, creative and versatile professional with several years of experience in customer service, patient care, healthcare insurance and obtaining insurance referrals. I have an aptitude for analyzing problems, developing and simplifying procedures, and finding solutions. Proven ability to motivate and work effectively with diverse population, especially skilled at building effective productive work relationships with patients and staff members.

Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

28
28
years of professional experience

Work History

Customer Service Representative

Wellfleet Group LLC
08.2020 - 09.2024
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Promptly responded to inquiries and requests from prospective customers.
  • Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
  • Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.

Contact Service Rep

Baystate Health System
01.2004 - 01.2020
  • Collect/verify/update all account demographic and insurance information
  • Communicate in a professional, respectful and appropriate manner to all the patients and or family members as well as providers offices
  • Collaborate with service area/practices and acts as liaison between Baystate Health and our external customers to satisfy patients requests
  • Schedule patients appointments accordingly and obtaining referrals when needed and assessing the appropriateness of the request and resolves any discrepancies per department procedures
  • Ability to understand and become knowledgeable of release of information standards, policies, procedures and HIPPA regulations
  • Exhibits strong decision making, and organizational skills, with a proven ability to work efficiently and professionally under pressure in a fast paced team oriented or self directed environment and demonstrates the ability and willingness to adapt to special circumstances

Office Assistant

Belcher School
01.1997 - 01.2007
  • Answers telephone and addresses caller questions and concerns
  • Transfer calls to proper individual and/or department as needed
  • Mails student report cards, school brochures, and or necessary forms
  • Welcomes visitors to the building and provide directions around the building as needed
  • Provides students with tardy slip
  • Maintains records of students absences
  • Sorts and distributes mail delivered to the school
  • Contacts parents in the event of student illness or behavioral issues
  • Orders all school supplies and distributes as well

Education

High School Diploma -

John Jay High School
San Antonio, Tx
01.1986

Skills

  • Customer service
  • Written communication
  • Verbal communication
  • Multi tasking
  • Goal oriented
  • Motivated
  • Medical terminology
  • Insurance eligibility verification
  • Patient scheduling
  • Telephone etiquette
  • Centricity Business
  • Gateway
  • Kyrus
  • Radnet
  • Active Listening

Timeline

Customer Service Representative

Wellfleet Group LLC
08.2020 - 09.2024

Contact Service Rep

Baystate Health System
01.2004 - 01.2020

Office Assistant

Belcher School
01.1997 - 01.2007

High School Diploma -

John Jay High School

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Jennifer Garza