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
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
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
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