Krystal Romero
Ft Liberty,North Carolina
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
13
13
years of professional experience
Work History
Care Connector
AmeriHealth Caritas
Charleston, SC
07.2016 - 01.2018
- Provided assistance to members and providers through inbound calls in the role of a team member within the Rapid Response and Outreach Team
- Conducting outreach activities.
- Conducting Care Needs Screenings and Social Determinant of Health (Opportunities of Health) screenings.
- Providing care coordination support to address barriers to care.
- Coordinated patient care services with the medical team to ensure quality and timely delivery of care.
- Assisted in creating a positive environment for patients, family members, and staff by providing excellent customer service.
- Followed up with discharged patients after they left the facility to ensure they were receiving adequate post-care support.
Bilingual Customer Service Representative
Ameri Health Caritas
Charleston, SC
04.2015 - 07.2016
- Conducted outbound calls to inform and educate policy holders about their rights and responsibilities.
- Managed incoming phone calls with professionalism and courtesy
- Aided both English and Spanish speaking members and their families by facilitating access to care and helping resolve plan-related challenges
- Received, recorded and resolved member complaints and problems.
- Managed multiple computer systems to access and update customer accounts.
- Took ownership of each call by listening attentively to understand individual needs.
Interpreter Contractor
Parla Translating
Charleston, SC
02.2015 - 04.2015
- Demonstrated strong interpersonal skills by fostering open and clear communication in client interactions
- Translated in basic medical terminology
- Submitted daily reports for each assignment.
- Facilitated communication between non-English speaking patients and healthcare providers.
- Conducted research to ensure accurate understanding of technical terminology and colloquialisms.
Bilingual Account Specialist Fraud Dept/Sales
Iqor
North Charleston, SC
08.2007 - 10.2010
- Managed communication effectively for resolving concerns regarding fraudulent activities and overdue payments
- Offered assistance to Spanish-speaking clients
- Conducted research and investigation on 'special' delinquent accounts.
- Processed payments for customers, including credit card transactions, checks, wire transfers, and ACH payments.
- Established accounts for new customers and updated existing accounts with current demographic and order information.
- Handled spirited customer conversations and alleviated disputes using appropriate communication skills and conflict resolution techniques.
Bilingual Account Specialist
Capital Collections
Charleston, SC
10.2005 - 07.2007
- Managed the collection of loans for a high-performing business
- Handled delinquent accounts
- Ensured accurate and efficient data entry on a daily basis.
- Developed and maintained customer accounts by accurately recording customer information.
- Processed payments for customers, including credit card transactions, checks, wire transfers, and ACH payments.
- Received, prioritized and responded to multiple points of customer communication.
Receptionist/Sales/ServiceDpt.
ITSC –Tele communications
Charleston, SC
07.2005 - 12.2006
- Effectively facilitated call transfers using a switchboard system.
- Scheduled and confirmed appointments for installations.
- Performed Outbound calls per employee needs.
- Oversaw financial transactions.
- Managed all incoming mail distribution, courier services, faxes, and photocopying documents as requested.
- Assisted with special projects assigned by management when required.
- Provided excellent customer service at all times while interacting with both internal and external customers.
Education
Phlebotomy Technician Certification -
Trident Tech College
01.2011
High School Diploma -
Brittian Academy
High Point, NC05-2005
Some College (No Degree) - Emergency Medical Technology
Trident Technical College
Charleston, SC01-2014
Skills
- 8 years of Customer Service and Call Center Settings
- Medical terminology knowledge
- Spanish and English Fluency
- Excellent communication and writing skills in English and Spanish
- Proficient with computer literate such as Microsoft Word, Microsoft Excel, Power point and Internet
- Able to work independently and under pressure also
- Insurance Verification
- Insurance company knowledgeable
- Quality Assurance
- Multitasking and Organization
- Team Collaboration
- Appointment Scheduling
- Care Coordination
- Customer Service
- Patient Education
- Eligibility Determination
- Problem-Solving
Languages
Spanish
Native/ Bilingual
References
References available upon request.
Timeline
Care Connector
AmeriHealth Caritas
07.2016 - 01.2018
Bilingual Customer Service Representative
Ameri Health Caritas
04.2015 - 07.2016
Interpreter Contractor
Parla Translating
02.2015 - 04.2015
Bilingual Account Specialist Fraud Dept/Sales
Iqor
08.2007 - 10.2010
Bilingual Account Specialist
Capital Collections
10.2005 - 07.2007
Receptionist/Sales/ServiceDpt.
ITSC –Tele communications
07.2005 - 12.2006
Phlebotomy Technician Certification -
Trident Tech College
High School Diploma -
Brittian Academy
Some College (No Degree) - Emergency Medical Technology
Trident Technical College
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