Kimberly Guerrero
Customer Experience Specialist
Corpus Christi,TX
Summary
Compassionate Customer Experience Specialist with 10+ years of experience in interacting with patients, families, customers, clients, members and other avenues to answer questions about policies, services or products. Qualified to deal with insurance documentation, knowledgeable about healthcare processes and administrative requirements. Proven skills in high paced and stressful environments with expertise in time management and organization. Focused on representing a company with pride and showing the ability to follow all company policies and procedures. Positive and upbeat with excellent interpersonal communication skills.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Faneuil Inc.
10.2023 - 01.2024
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust.
- Improved patient satisfaction by providing exceptional customer service during the call to help choose a different primary care physician.
- Demonstrated excellent multitasking abilities by simultaneously handling multiple tasks such as navigating systems, taking notes on calls, and answering inquiries from clients.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively participated in team meetings focused on improving workflows and enhancing overall practice performance.
Patient Service Representative
CVS Specialty Pharmacy
09.2020 - 08.2023
- Streamlined customer support processes for increased efficiency and faster resolution times.
- Collaborated with team members to create a positive work environment and improve overall customer experience.
- Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
- Handled complex insurance pre-authorization processes accurately, enabling timely delivery of necessary medical services.
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
Front Desk Receptionist
Hilton
05.2012 - 08.2014
- Developed a thorough knowledge of local attractions and events to serve as an informed resource for guests seeking recommendations or directions.
- Managed phone lines efficiently, directing calls appropriately while providing courteous assistance when necessary.
- Collected room deposits, fees, and payments.
- Enhanced guest satisfaction by promptly addressing inquiries and concerns at the front desk.
- Provided exceptional customer service, resulting in a high percentage of repeat guests and positive reviews.
- Performed administrative tasks such as filing, data entry, and inventory management to support hotel operations.
Education
Associate of Arts - Business Management
Wor-Wic Community College
Salisbury, MD 05.2001 -
Skills
- Multitasking and Organization
- Phone and Email Etiquette
- Team Collaboration
- Payment Processing
- Administrative and Office Support
- Providing Information and Resources
- Resolving Problems
- Documenting and Recording Information
- Calm and Effective Under Pressure
- Caring and Empathetic
- Patient Confidentiality and Data Security
- Multi-Line Telephone Systems
- Claims Handling and Coverage Verification
- Outbound Calling and Inbound Calling
- Upselling
- Business Development
- Guest Relations
- Negotiation Tactics
- Customer Service
- Meeting deadlines
- Excellent people skills
- HIPPA Compliance
- Goal-Driven
- Excellent Written and Verbal Communication
- Reliability
Timeline
Customer Service Representative
Faneuil Inc.
10.2023 - 01.2024
Patient Service Representative
CVS Specialty Pharmacy
09.2020 - 08.2023
Front Desk Receptionist
Hilton
05.2012 - 08.2014
Associate of Arts - Business Management
Wor-Wic Community College
05.2001 -
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