Kathy Nomura
San Jose,CA.
Summary
Motivated Senior Client Service Representative with proven administrative, problem-solving and customer relations skills. Collaborative and driven with clear focus on putting clients first and supporting team needs. Well-organized, flexible and computer-savvy.
Overview
24
24
years of professional experience
Work History
US Customer Order Entry Support (Contingent)
Intuitive Surgical Inc
Sunnyvale, CA
09.2023 - Current
- Processed orders using ERP systems including SAP and Oracle.
- Assisted with resolving customer complaints regarding incorrect or incomplete orders.
- Interacted with customers via phone, email, or chat to answer questions about their orders.
- Informed customers of shipping dates and tracking and order information.
- Communicated with current customers regarding backorder availability, future inventory and special orders.
Senior Client Service Representative
Roche Molecular Systems Inc, Roche CAP/CLIA Laboratory
San Jose, CA
02.2012 - 05.2023
- Supported various pharma partners while they conduct clinical studies on medication response used for treatment of cancer patients to see whether a clinical trial is safe for them to participate in or if the medication is effective.
- For healthcare providers handled, evaluated, documented, and resolved issues and inquiries related to lab sample procurement, accessioning, and testing of clinical laboratory samples, test reports, billing and reimbursement.
- For patients, answered general questions about clinical lab offerings, provided cost estimate and billing support, inbound and outbound calls to physicians, patients and insurance plans.
- Pre-qualified patients for available financial aid, communicated out of pocket cost and received payments for healthcare services.
- Review case history and insurance notes to provide correct information to callers
- Liaise with the Clinical Sales Team to ensure customer experience
- Supply order fulfillment for clinics, hospitals and laboratories
- Assisted in the entry of quality control of patient and clinician data into Laboratory Information Management System (LIMS)
- Participated in company or department projects/initiatives, as needed.
Customer Service Advocate
Lifescan, Johnson And Johnson Inc
Milpitas , CA
07.2000 - 11.2011
- Provided medical device support to end users and healthcare professionals, while following work instructions, HIPAA, federal and state regulations
- Liaise with Clinical Sales team to ensure excellent customer experience.
- Assisted in department transition of duties, mentored new hires and vendor partner
- Documented customer notes with Siebel CRM software to keep records accurate and current.
- Processed orders for replacement strips and meter under warranty
Education
Certificate - Medical Terminology
Silicon Valley Adult Education/ Metro Ed
San Jose, CA06.1999
Some College (No Degree) -
Evergreen Valley College
San Jose, CA06.1997
Skills
- Regulatory Compliance
- HIPAA and Protected Health Information
- Quality Control
- Data Entry
- Order Fulfillment
- Shipping Issue Resolution
- Insurance Billing, Adjustments & Refunds
- SAP Order Management System
- Laboratory Information Management System (LIMS)
- Salesforce CRM
- Netsuite
- Medrio
- CatsWeb
- Google Apps
- Zoom / Teams
- Microsoft Office Expertise
- Remote and Hybrid Work
- Process Improvement
- FDA Regulations
- GHX EDI
Timeline
US Customer Order Entry Support (Contingent)
Intuitive Surgical Inc
09.2023 - Current
Senior Client Service Representative
Roche Molecular Systems Inc, Roche CAP/CLIA Laboratory
02.2012 - 05.2023
Customer Service Advocate
Lifescan, Johnson And Johnson Inc
07.2000 - 11.2011
Certificate - Medical Terminology
Silicon Valley Adult Education/ Metro Ed
Some College (No Degree) -
Evergreen Valley College