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Kelly Romero
Customer Service Representative
Silver Spring,MD
Summary
Dynamic Bilingual Customer Service Representative with 14 years of experience handling incoming calls, resolving customer issues, inputting orders and processing shipments. Native English speaker and fluent in Spanish. Dedicated to maintaining highest customer satisfaction while processing large volumes of calls in busy offices.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
Medstar Health Inc, PUBS
Arlington, VA
08.2018 - Current
- Advocates on the patients behalf in order to achieve proper, warranted best results and gain patient favor (other MedStar depts. and entities, collection agencies, website vendors, outside labs, etc).
- Answers and resolves patient/guarantor inquiries daily, via telephone, mail, fax, web or in person. Able to handle at least 35 daily incoming questions and/or service-related concerns, meeting team- specific benchmarks as it applies to interdepartmental issues, special handling, and response time to customers.
- Applies knowledge of MedStar Managed Care contracts and the associated rules for claim processing in order to achieve proper reimbursement and customer satisfaction.
- Attends training sessions, workshops offered, staff meetings and work events.
- Communicates to MPBS leadership any system or procedural problems/inconsistencies to prevent problem recurrence and/or to improve existing processes.
- Correct invoices and accounts that have erroneous registration and/or insurance information and ensures that all associated claims have the correct financial classification for timely processing or reprocessing.
- Interviews (via phone and/or in person) patients in need of referral or recommendation to appropriate support and/or charity care programs. Proposes budget/payment plans to customers as the situation warrants and in accordance with MPBS standards and procedures.
- Updates GE IDX after each inquiry to ensure proper documentation of inquiries and resolutions.
- Uses established guidelines to make independent decisions concerning specific patient issues in need of resolution, therefore building trust and rapport with patient population.
Customer Service Representative
Medstar Cardiology Associates
20011, Washington DC
08.2006 - 08.2018
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided information regarding charge accounts and loyalty programs.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Answered constant flow of customer calls with minimal wait times.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Identified and responded to customer requests and concerns through email, online chat and phone for both English and Spanish-speaking customers.
- Investigated and resolved accounting, service and delivery concerns.
Education
Certificate - Medical Administrative
The Chubb Institute-Westbury
Arlington, VA 01.2009 - 06.2009
Skills
Bilingual-Spanish
undefinedSoftware
MedConnect
Invision
Microsoft Teams
Timeline
Customer Service Representative
Medstar Health Inc, PUBS
08.2018 - Current
Certificate - Medical Administrative
The Chubb Institute-Westbury
01.2009 - 06.2009
Customer Service Representative
Medstar Cardiology Associates
08.2006 - 08.2018
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