JENNIFER ORTIZ
Las Vegas,NV
Summary
Experienced Customer Service Representative fluent in English and Spanish language. Professional employee dedicated to providing excellent service to current and new customers. Comfortable working in fast-paced environment attending to customer service needs including incoming calls, product questions, issue resolution and order processing.
Overview
6
6
years of professional experience
Work History
Customer Service Representative
Athena Diagnostics
2021.09 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved Patient and Client complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Patient Care Coordinator
Quest Diagnostics Quest Health Connect
2021.03 - 2021.09
- Exceeded goal of 150+ Outbound calls a day
- Communicated with others about scheduling and updates on Call list through Teams
- Represent multiple medical insurances and provide information on benefit they are offering their members
- Scheduled for DRS & HRA appointments
- Multi-tasking in between systems
- Fast paced calls
- Worked over 45+ hours a week
- High quality scores on calls
- Tracked amount of appts scheduled daily
- Followed the conversational script provided by QHC and keeping calls under 15 minutes.
Patient Service Representative
Intermountain Healthcare
2020.02 - 2021.03
- The Patient Care Representative (PCR) is primarily responsible for contacting and interviewing patients prior to their appointments
- The position also requires supporting the Call Center by providing effective customer service to patients, vendors, insurance companies and other medical facilities
- Assist co-workers with problem solving
- Received over 85 inbound calls a day
- Handle English & Spanish Patients
- Training new hires on hands
- Schedules and registers patient appointments and information
- Protects patients’ rights by maintaining confidentiality of personal and financial information and follows guidelines for HIPPA regulations.
Sales Associate
Ross Dress for Less
2018.06 - 2020.02
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
Education
High School Diploma -
Pittsburg High School
06.2003
Skills
- Customer Satisfaction
- Computer Software savvy
- Certified Bilingual Spanish & English
- Critical Thinker
- Inbound calls
- Outbound calls
- Verbal Communication
- Rapport building
- Teamwork
- Filing
- Outlook
- Management
- Organizational Skills
- HIPAA
- Insurance Verification
- Medical Scheduling
Timeline
Customer Service Representative
Athena Diagnostics
2021.09 - Current
Patient Care Coordinator
Quest Diagnostics Quest Health Connect
2021.03 - 2021.09
Patient Service Representative
Intermountain Healthcare
2020.02 - 2021.03
Sales Associate
Ross Dress for Less
2018.06 - 2020.02
High School Diploma -
Pittsburg High School
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