Joann Gonzales
Gilbert,AZ
Summary
Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. Organized, dependable and successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
34
34
years of professional experience
Work History
Medical Administration Lead Representative
Cigna Medical Group
Mesa, AZ
02.2007 - 12.2023
- Check in and Check out Patients using EPIC System for a very busy Dr. Office and for Urgent Care.
- Maintained the Referrals, Worked on STAT Referrals.
- Evaluated inventory and delivery needs and optimized strategies to meet customer demands.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
- Devised and implemented processes and procedures to streamline operations.
- Generated reports detailing findings and recommendations.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Conducted regular reviews of operations and identified areas for improvement.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Educated staff on organizational mission and goals to help employees achieve success.
- Gathered, organized and input information into digital database.
- Evaluated customer needs and feedback to drive product and service improvements.
- Collected, arranged, and input information into database system.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
- Developed and maintained positive customer relations and coordinated with team members to properly handle requests and questions.
- Additional roles for the center: Center Cashier, Back up for CT/MRI Dept. , Flu Clinic Coordinator, Front Office Steering Committee,
- Maintained the process for Disability Insurance, FMLA, Long and Short Term. Completed the process from start to finish.
- Schedule and Check-in on R.I.S. program appointments for Mammo, Cardio, Dexa Scans, Ultra Sounds, CT/MRI.
Real Estate Agent
RE/MAX Anasazi Realty
Tempe, AZ
01.1990 - 12.2006
- Managed contracts, negotiations, and all aspects of sales to finalize purchases and exceed customer expectations.
- Negotiated, facilitated, and managed real estate transactions.
- Communicated with clients to understand property needs and preferences.
- Maintained connections with clients to encourage repeat business and referrals.
- Advised clients on market conditions and property value for informed decision-making.
- Presented purchase offers to sellers for consideration.
- Liaised between buyers and sellers to provide positive experiences for both parties.
- Educated clients looking to sell or buy on current market conditions, legal requirements, pricing, and mortgages.
Education
Associate of Arts - General Studies
Gila Pueblo College
Globe, AZ01.1987
High School Diploma -
Globe High School
Globe, AZ05.1985
Skills
- Telephone Reception
- Sales Reporting
- Customer Support
- Market Research
- Customer Relations
- Client Service
- Retention Strategies
- Client Services
- Staff Training
- Performance Improvement
- Paperwork Processing
- Records Management
Timeline
Medical Administration Lead Representative
Cigna Medical Group
02.2007 - 12.2023
Real Estate Agent
RE/MAX Anasazi Realty
01.1990 - 12.2006
Associate of Arts - General Studies
Gila Pueblo College
High School Diploma -
Globe High School