Juanita Herrera
Kissimmee
Summary
Resourceful Representative focused on patient care and customer service. Friendly and adaptable professional. Demonstrated abilities to resolve even the toughest challenges.
Bringing several years' experience in customer service and healthcare support. Well-developed communication, time management and problem-solving abilities.
Experienced in fast-paced environments and adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed.
Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals.
Overview
15
15
years of professional experience
1
1
year of post-secondary education
Work History
Sales Support Agent
Kay/Signet Jewelers
Orlando
11.2024 - Current
- Responsible for providing superior experience to all valued guests, engaging in conversation to obtain in depth details of the guests needs, present merchandise based on these details, provide each guest with details about each piece shown and offer service plans, and financing options.
Patient Account Specialist
Medix Staffing
Orlando
05.2025 - 11.2025
- Managed patient account inquiries and resolved billing issues efficiently.
- Facilitated communication between patients, providers, and insurance companies.
- Processed patient payments and maintained accurate account records.
- Educated patients on billing processes and financial responsibilities clearly.
- Analyzed account discrepancies and implemented corrective actions promptly.
- Documented interactions in electronic health record systems accurately.
- Collaborated with relevant parties to resolve billing issues, insurance claims, and patient payments.
- Communicated with customers regarding payment plans and past due accounts.
- Participated in special projects as assigned by management team.
- Negotiated payment arrangements with delinquent customers as needed.
Insurance Verification Specialist
AcariaHealth Specialty Pharmacy
Orlando
11.2021 - 11.2024
- Verified insurance eligibility and benefits for specialty medications.
- Collaborated with healthcare providers to obtain necessary documentation.
- Utilized electronic health record systems for data entry and updates.
- Communicated with patients regarding insurance coverage and medication access.
- Resolved discrepancies in insurance claims and authorizations efficiently.
- Trained new staff on insurance verification processes and protocols.
- Entered data in EMR database to record payer, authorization requirements and coverage limitations.
- Navigated through multiple online systems to obtain documentation.
- Maintained accurate documentation on all pre-authorization requests, denials and appeals.
City Letter Carrier
United States Postal Service
Orlando
07.2021 - 09.2021
- Delivered mail and packages to residential and commercial addresses daily.
- Sorted and organized incoming mail for efficient delivery routes.
- Operated postal vehicles while following traffic and safety regulations.
- Maintained accurate records of mail deliveries and customer interactions.
- Collaborated with team members to ensure timely mail distribution.
- Adapted to changing weather conditions during outdoor delivery tasks.
- Maintained professional and effective public relations with customers and community members.
Patient Care Advocate
Cigna-Express Scripts
Orlando
04.2020 - 07.2021
- Advocated for patient needs through effective communication and support.
- Coordinated with healthcare providers to facilitate patient care solutions.
- Resolved patient inquiries utilizing Cigna-Express Scripts systems and resources.
- Assisted patients with insurance verification and claims processing issues.
- Applied HIPAA privacy and security regulations while handling patient information.
- Verified demographics and insurance information to register patients in computer system.
- Participated in training sessions to stay updated on healthcare policies and registration software.
- Handled high volume of incoming calls, providing exceptional customer service to patients and families.
Internet Help Desk
Walt Disney World
Orlando
09.2019 - 03.2020
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Assisted with customer requests and answered questions to improve satisfaction.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Utilized various software and tools to streamline processes and optimize performance.
Patient Care Coordinator
AcariaHealth Specialty Pharmacy
Orlando
11.2018 - 09.2019
- Managed communication between patients and healthcare providers seamlessly.
- Assisted with insurance verification and benefits investigation promptly.
- Provided education on medication usage and adherence to patients clearly.
- Collaborated with pharmacy staff to ensure timely prescription processing.
- Documented patient interactions and care plans accurately in systems.
- Resolved patient inquiries and concerns with empathy and professionalism.
- Trained new team members on patient coordination best practices efficiently.
- Maintained accurate records of all patient care activities using electronic health record systems.
- Ensured that all necessary documentation was completed accurately and submitted in a timely manner.
- Assured regulatory compliance and professionalism across patient service.
- Completed insurance verifications and claim forms for patient intake and processing.
Customer Service Representative II
Centene
Tacoma
08.2016 - 06.2018
- Assisted clients with inquiries and problem resolution using CRM software.
- Managed customer accounts and ensured accurate information entry in databases.
- Collaborated with cross-functional teams to improve service processes and customer satisfaction.
- Conducted follow-ups with clients to ensure satisfaction and gather feedback for improvements.
- Resolved billing issues by coordinating with finance and technical departments effectively.
- Maintained up-to-date knowledge of products and services to assist customers efficiently.
- Documented customer interactions in compliance with regulatory standards and company guidelines.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Paraeducator
Tacoma Public School
Tacoma
05.2014 - 06.2016
- Assisted teachers in classroom management and instructional support.
- Provided one-on-one support to students with diverse learning needs.
- Facilitated small group activities to enhance student engagement.
- Implemented behavior management strategies to promote positive interactions.
- Collaborated with staff to develop individualized education plans for students.
- Assisted in the preparation of instructional materials and classroom resources.
- Fostered a safe and inclusive learning environment for all students.
- Supervised and monitored student behavior in classrooms, hallways, cafeterias, school yards, and other areas.
- Assisted teachers in preparing materials for lessons and activities.
- Instructed students in basic academic skills such as reading, writing, math, science and social studies.
- Monitored students' progress in skill and personal behavioral development and reported on findings to teachers and parents.
- Served as classroom aide to teachers and worked one-on-one with special needs students.
Sales Associate
Radio Shack
Tacoma
03.2011 - 06.2016
- Processed sales transactions using point-of-sale systems efficiently.
- Maintained store cleanliness and organized merchandise displays to enhance visibility.
- Managed inventory levels and performed regular stock checks for accuracy.
- Assisted customers with product selection and provided knowledgeable recommendations.
- Participated in promotional events to increase brand awareness and drive sales initiatives.
- Greeted customers and provided exceptional customer service.
- Helped customers find specific products, answered questions, and offered product advice.
- Performed cashier duties such as accepting payments, issuing receipts and counting money back change.
- Answered incoming telephone calls to provide store, products and services information.
- Maintained cleanliness of store environment including floors, windows, displays.
- Restocked shelves as needed to ensure sufficient inventory levels.
- Built and maintained relationships with peers and upper management to drive team success.
- Received and displayed product shipments on store retail shelves upon delivery.
- Attended weekly team meetings to review performance goals and objectives.
- Adhered to company initiatives and achieved established goals.
- Tracked sales performance metrics to identify trends in market place.
- Processed returns, exchanges, and refunds in accordance with company policies.
- Opened and closed cash registers by counting money, separating charge slips and balancing drawers.
Education
Certificate - Entrepreneurship & Leadership
eCornell University
01.2024 - 02.2024
Medical Office Assist. Cert. -
Pierce College
03.2009 - 04.2010
GED -
Bates Vocational College
08.2000 - 01/2001
Skills
- Insurance verification
- Patient communication
- Account management
- Payment processing
- Billing resolution
- Electronic health records
- Regulatory compliance
- Attention to detail
- Effective communication
- Adaptability to policies
- Conflict resolution
- Time management
- Cross-cultural sensitivity
- Professionalism and ethics
- Patient confidentiality
- Phone and email etiquette
- Multitasking and organization
- EMR
- Customer service
- Health insurance knowledge
- Eligibility determination
- Data entry
- Verbal and written communication
- Money handling
- Complaint processing
- HIPAA compliance
- Quality assurance
- Strong empathy
- Release of information
Timeline
Patient Account Specialist
Medix Staffing
05.2025 - 11.2025
Sales Support Agent
Kay/Signet Jewelers
11.2024 - Current
Certificate - Entrepreneurship & Leadership
eCornell University
01.2024 - 02.2024
Insurance Verification Specialist
AcariaHealth Specialty Pharmacy
11.2021 - 11.2024
City Letter Carrier
United States Postal Service
07.2021 - 09.2021
Patient Care Advocate
Cigna-Express Scripts
04.2020 - 07.2021
Internet Help Desk
Walt Disney World
09.2019 - 03.2020
Patient Care Coordinator
AcariaHealth Specialty Pharmacy
11.2018 - 09.2019
Customer Service Representative II
Centene
08.2016 - 06.2018
Paraeducator
Tacoma Public School
05.2014 - 06.2016
Sales Associate
Radio Shack
03.2011 - 06.2016
Medical Office Assist. Cert. -
Pierce College
03.2009 - 04.2010
GED -
Bates Vocational College
08.2000 - 01/2001