JESSICA CASTILLO
Customer Service Representative
Woodworth,LA
Summary
The ability to adapt, overcome, and conquers with above average communication and office skills. Customer service professional dedicated to effective team management and customer satisfaction. I am a Management professional effective at building highly-motivated teams, as well as leading cross-functional teams in a fast-paced environment. Flexible customer service offering years of experience facilitating operations in all office settings. Leverages skills for efficient office operation. Organized and attentive professional with demonstrated talent in administrative support.
Overview
30
30
years of professional experience
1
1
Language
Work History
Field Clerk
PLC Construction Inc
03.2018 - 02.2021
- Obtaining Purchase Orders and placing orders for material, equipment, safety supplies, etc
- Complete SimOps report on a daily basis for Operations to obtain permit to work and hot permits
- Project reporting to the customer at required intervals (daily, weekly, etc.) while the project is on-going
- Complete daily time tickets that consist of daily production description, employee name, Id, hours worked daily, list equipment used for each project
- Required to submit all daily production and tracking reports with supporting documentation by the required deadline for all Anadarko Inspectors and Superintendents for current ongoing projects
- Provide administrative support on various projects by submitting RFI's to obtain per job budget, Project and AFE numbers for all invoices issued for each project to ensure timely billing
- Enter payroll daily, check for accuracy of hours, job numbers, and billing information such as equipment rentals, tool trucks, work trucks, etc
- Provide all contractors with verification of Daily Sign In sheet for daily manpower report
- Create all tracking folders for JSA's, field equipment inventory, safety meeting log, invoices, etc
- Submit weekly timesheet and time tickets for payroll
- Submit weekly expense reports for all employee's and Superintendent's
- Send and receive emails daily which include attaching files, forwarding, writing and responding in a professional and courteous manner
- Attend all Safety, SimOps and Inspector meetings daily.
FRONT DESK RECEPTIONIST
Excel ER
Odessa, TX
10.2016 - 12.2017
- Register walk in patients for emergent services
- I conduct registration and obtain financial information to register patients
- Explain and obtain signatures for legal forms and registration
- Effective teamwork skills and the ability to meet deadlines and productivity standards
- Knowledge of credit and collection laws, billing forms, medical billing regulations, insurance benefit calculations
- Perform financial counseling when appropriate or make the appropriate contact to assist the patient with financial assistance
- Knowledge of credit and collection laws, billing forms, medical billing regulations, insurance benefit calculations
- Met all customer call guidelines including service levels, handle time and productivity
- Solved unresolved customer issues
- Promptly responded to inquires⁷ies and requests from prospective customers
- Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals
- Strong leader of customer support staff
- Facilitated inter-departmental communication to effectively provide customer support
- Scheduled staff shifts to cover peaks and lulls in customer inquiries
- Trained staff on operating procedures and company services
- Identified individual development needs with appropriate training
- Updated customer orders from start to finish in an accurate and timely manner
- Devised and published metrics to measure the organization's success in delivering world class customer service
- Developed highly empathetic client relationships and earned a reputation for exceeding service standard goals
- Maintained up-to-date knowledge of product and service changes
- Managed workflow to exceed quality service goals.
Fitness Instructor
Biobolic Fitness
Kermit, TX
01.2003 - 12.2017
- Sign up the general public for fitness membership, personal training sessions and fitness classes
- Review all contracts, waivers, membership fees with all new members
- Enter all data into Gym Master software along with collecting all membership payments with Blue Pay and PayPal
- Maintain all equipment, order any replacement parts for equipment and or general office supplies
- Keep track of all deposit logs, update staff on any new policies and help members with scheduling classes and or sessions with our personal trainers.
PATIENT ACCESS REPRESENTATIVE
Medical Center Hospital
Odessa, TX
06.2016 - 01.2017
- Includes one on one customer service in person and over the phone to register for outpatient services in the radiology department
- My job duties include but, are not limited to verifying patient demographics when they present in person or over phone to pre-register
- I conduct registration and obtain financial reimbursement for all patients accessing services
- I review all accounts information to optimize collection efforts; resolve issues as they arise to promote point of service decisions
- Perform financial counseling when appropriate or make the appropriate contact to assist the patient with financial assistance.
ADMISSIONS REPRESENTATIVE II
Memorial Medical Center
Las Cruces, NM
04.2008 - 05.2016
- Front admissions representatives include one on one customer service in person and over the phone to register for outpatient services
- My job duties include calling patients to receive all demographics to update patients account to in turn call patient medical insurance to receive eligibility, benefits and authorization information to ensure patient is aware in advance of all insurance benefits
- I then contact the patient with all insurance information and collect any copays, deductibles, out of pocket and or co insurance
- I deal with CPT codes, diagnosis codes, doctors' orders, and register walk in patients with doctor orders in hand
- We currently use Meditech for registering patients which includes a total of eight screens from start to finish we must start and complete a registration in less than five minutes
- We are also recently starting with Relay Health systems registering with this new system includes updating demos, checking verifying insurance coverage, running a soft credit proposal to show eligibility for payment
- Investigate and resolve customer inquiries and complaints in an empathetic manner
- Adhere to all confidentiality requirements at all times
- Met all customer call guidelines including service levels, handle time and productivity
- Cross-trained and backed up other managers
- Solve unresolved customer issues
- Promptly responded to inquiries and requests from prospective customers
- Assume ownership over team productivity and manage work flow to meet or exceed quality service goals
- Strong leader of customer support staff
- Facilitated inter-departmental communication to effectively provide customer support
- Trained staff on operating procedures and company services
- Identified individual development needs with appropriate training
- Updated customer orders from start to finish in an accurate and timely manner
- Effective liaison between customers and internal departments
- Maintain accurate records of past due customer account activity.
SCHEDULE COORDINATOR
DR. BEHNAZ YALDA D.M.D., M.S
Frederick, MD
08.2002 - 01.2005
- In a periodontal office involving one doctor and one hygienist
- I participated with the Levin Group for the last session of the course which taught me about perfect day scheduling and was given scripts to assist me in communicating with the patients on a professional level at all times
- I used Dentrix V4.0-10.5 software on a daily basis
- My duties involved answering multiple phone lines, checking voicemail and email for confirmations or cancellation of appointments, filing charts, printed route slips, printed x-rays from the Dexis system, sent out items to labs, ordered supplies for the office at times, and sent out letters to patients and doctors
- I scheduled patient's appointments according to procedure and always made sure that enough time was allowed
- I also prepared all charts for patients that were scheduled as well as called and confirmed appointments 48 hours in advance, making sure that any cancellations were filled in a timely manner
- I was very involved with one on one customer service
- Investigated and resolved customer inquiries and complaints in an empathetic manner
- Cross-trained and backed up other customer service managers
- Adhered to all confidentiality requirements at all times.
Education
G.E.D -
Edinburg High School
Edinburg, TX 06.2001 - 06.2001
Skills
Types [60] WPMCritical thinkingTeam playerAttention to detailOrganizedPhysician billingReliableTeam buildingWorkers' compensation knowledgeFiling and data archivingHIPAA complianceQuick learnerOSHA complianceIndependent workerQuality assuranceInsurance eligibilityField ClerkData EntryMentone Gas PlantNorth Loving ROTFTarga Gas PlantExcellent time management skillsEffective problem solverEffective workflow managementAdherence to high customer service standards
Proficient Microsoft Outlook and Word
Exceptional telephone etiquetteScheduling
Sorting and labeling
Clerical Support
Dependable and Responsible
Planning and Coordination
Active Listening
Timeline
Field Clerk
PLC Construction Inc
03.2018 - 02.2021
FRONT DESK RECEPTIONIST
Excel ER
10.2016 - 12.2017
PATIENT ACCESS REPRESENTATIVE
Medical Center Hospital
06.2016 - 01.2017
ADMISSIONS REPRESENTATIVE II
Memorial Medical Center
04.2008 - 05.2016
Fitness Instructor
Biobolic Fitness
01.2003 - 12.2017
SCHEDULE COORDINATOR
DR. BEHNAZ YALDA D.M.D., M.S
08.2002 - 01.2005
G.E.D -
Edinburg High School
06.2001 - 06.2001