Lizette Lopez
Summary
Experienced Customer Service Representative fluent in English and Spanish language. Professional employee dedicated to providing excellent service to current and new customers. Comfortable working in fast-paced environment attending to customer service needs including incoming calls, product questions, issue resolution and order processing. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Well-qualified scheduling professional with good team management skills and motivational approach.
Overview
11
11
years of professional experience
Work History
Service Representative
Kaiser Permanente
01.2019 - Current
- Greets members and provides reception services, to include directing and assisting members in navigating through the medical center
- Provides reception for designated area(s); verifies patient's visit with pre-established appointment scheduling; registers patients; verifies and selects appropriate insurance coverage including confirmation of alternate insurance
- Provides patient information to family members, following HIPPA
- Provides patients with assistance and education in using KP interactive and emerging technologies
- Schedule member appointments and follow-ups, by telephone or in person utilizing Kaiser Permanente's computer systems
- Ensures current schedules are accurate, makes authorized changes as appropriate
- Work closely with physician scheduler and LVN leads
- Verifies members' benefits, notifies member of applicable cost share
- Updates patients' demographics information to include all patient registration and billing information
- Escalate any issues as appropriate
- Answers calls and relays messages to staff
- Train New Hires
- Performs related clerical duties as required
- Carries out appropriate cash control procedures of balancing total revenue received with computer system cash drawer to ensure accuracy
- Establishes and maintains appropriate department files and records
- Collects, prepares and distributes statistical data as required
- Composes and types interoffice memorandums, as required
- Coordinates all departmental master schedule changes working closely with master scheduler
- Makes appropriate schedule changes for Department of Internal Medicine
- Follows up with appointment personnel to ensure that all schedule changes were completed in a timely and accurate manner
- Notifies appropriate medical office and hospital personnel when schedule changes occur.
- Enhanced customer satisfaction by swiftly addressing and resolving service-related issues.
- Increased customer retention with exceptional interpersonal skills and proactive problem-solving abilities.
- Implemented new service strategies, effectively reducing the number of escalated complaints received by management.
- Participate in ongoing KP training programs
- Serves as key point-of-contact for members experiencing technical difficulties, offering prompt resolutions
- Contributes to positive team morale by fostering an inclusive work environment that encouraged collaboration amongst colleagues from diverse backgrounds and skill sets.
- Mentor's new hires, providing guidance and support as needed while helping them develop their customer service skills.
- Consistently demonstrated a strong work ethic, arriving punctually for shifts and maintaining focus on providing top-tier service throughout entire workday.
Medical Assistant
Kaiser Permanente
07.2016 - 12.2018
- Assist patients to exam rooms and obtain complete and accurate vital signs
- Maintain timely patient flow and room availability
- Administer Immunizations to patients
- Administration of breathing treatments
- Stock and maintain exam rooms, nursing stations and individual workstations
- Complete Retinal Screenings
- Schedule patient appointments within department and direct booking for specialties
- Translate for Spanish speaking patients, QBS2.
Quality Assurance Analyst
Bank of America
11.2012 - 11.2013
- Worked closely with upper management to ensure that the scope and direction of each project/event stayed on schedule and on task
- Met with customers face-to-face to gather information and complete financial interviews
- Provided administrative support to executives and management team
- Determined proper staffing levels within the functional area based on the volume and type of work to be completed daily
- Scheduled and assign work to employees
- Monitored project/event progress throughout the day, adjusted work/event flow as appropriate
- Examined residential loan documentation for accuracy, completeness, and compliance
- Reviewed and implemented specific investor policy, procedure, and guideline
- Assisted with fraud detection
- Independently manages workflow and portfolios
- Made judgmental decisions on applications for unsecured lines of credit based on review of customers credit file, performance, and history
- Managed risk and fraud by verifying & maintaining the customer's exposure with the bank
- Member of Associate Satisfaction Team-planned monthly meetings
- Provided on the job training, assisted new hires with inquiries on system navigations, policy & procedures
- Serviced escalated calls and manager call backs
- Handled a high volume of inbound calls by assisting with payments over the phone, balance transfers, late fee and all account inquiries on business credit cards and lines of credit
- Educated consumers on terms and conditions & benefits of each personal credit card.
Education
Medical Assistant Diploma -
Modern Technology School
01.2014
General Education Diploma -
John A. Rowland High School
01.2003
Skills
- Bilingual in Spanish QBS Level 2
- Leader/Mentor
- Time Management
- 15 years recent direct experience with demonstrates computer literacy
- Health Connect
- Payment Mate
- Certified Medical Assistant with NCCT
- Medical Terminology
- 8 years recent experience on a computerized appointment system or equivalent experience
- Ability to understand and communicate effectively and diplomatically with all levels of personnel
- Adaptability to constant schedule changes and modification of the providers schedules
- Ability to perform multiple tasks in a heavy workload environment
Timeline
Service Representative
Kaiser Permanente
01.2019 - Current
Medical Assistant
Kaiser Permanente
07.2016 - 12.2018
Quality Assurance Analyst
Bank of America
11.2012 - 11.2013
Medical Assistant Diploma -
Modern Technology School
General Education Diploma -
John A. Rowland High School