Joanna Garcia

• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Generated reports detailing metrics such as call times and satisfaction ratings
• Responded to team support questions quickly to maintain call center efficiency
• Oversee team of 4 agents and delegated tasks
• Responded to customer calls and emails to answer any concerns and follow up with resolutions
• Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
• Maintained in-depth understanding of procedures and information to offer knowledgeable and educated responses to diverse customer questions.
• Processed payments for deposits
• Collected demographics from patients
• Verified dental and medical insurances and explained benefits to patients

• Managed office of 10+ employees
• Create training material for new hires and train new staff
• Insurance verification
• Insurance aging report
• Aging report
• Check in and out patients and review treatment plans with finances
• Worked with collection agency to send accounts for payment recovery

• Created treatment plans for patients for future services and explained finances.
• Assisted with applying for financial lines of credit for patients
• Communicated with insurance companies to verify coverage and obtain authorizations for dental treatments and procedures.
• Worked closely with patients to deliver excellent and direct individualized patient care.

03/2020 Closed due to Covid 19 Pandemic

• Updated reports, managed accounts, and generated reports for company database.
• Managed payroll and employee schedules
• Meet monthly production goals
• Train new staff with Eaglesoft system
• Increase revenue by 3% annually
• Review treatment plans with patients, set up payment plans,
• Assist dentist with procedures such as composites, crowns, and prophylaxis

• Phlebotomy
• Electronic medical record system used Epic and Eclinical works.
• Sanitized, restocked, and organized exam rooms and medical equipment.
• Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
• Obtained client medical history, medication information, symptoms, and allergies.
• Performed medical records management, including filing, organizing and scanning documents.
• Collected and documented patient medical information such as blood pressure and weight.
• Assisted with routine checks and diagnostic testing by collecting and processing specimens.
• Completed EKGs and other tests based on patient presentation in office.
• Prepared lab specimens for diagnostic evaluation.

• Casualty & Property License Certified
• Generated quotes and proposals for clients to match individual needs.
• Cultivated relationships with clients to identify and meet insurance needs and establish trust and rapport.
• Followed up promptly with interested clients to close sales.
• Provided comprehensive product knowledge and guidance to help clients on product selection.
• Sought out new clients and developed client relationships through networking, direct referrals, lead databases, and cold calling.
• Sold auto, home, life, and other various insurance products to individuals