Summary
Overview
Work History
Education
Skills
Timeline
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Lydia Heinz

Sacramento,Ca

Summary

Dynamic Health Care Customer Service Representative with TTEC experience, adept at enhancing patient satisfaction through effective communication and HIPAA compliance. Skilled in medical terminology and empathetic problem-solving, I consistently achieved high first-call resolution rates while managing sensitive information and maintaining accurate records. Committed to delivering exceptional customer service in fast-paced environments.


Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.

Overview

15
15
years of professional experience

Work History

Health Care Customer Service Representative

TTEC
06.2024 - 12.2024
  • Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
  • Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
  • Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
  • Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
  • Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
  • Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
  • Knowledge in Microsoft Office and Microsoft Excel.
  • Call center experience.

Med Center Custodian SR

UC Davis Health
07.2022 - 09.2024
  • Emptied trash cans and recycling bins to keep building clean and free of germs.
  • Kept building spaces premises clean inside and outside.
  • Maintained a well-organized supply closet for easy access to necessary tools.
  • Followed safety standards and when handling, mixing and storing hazardous chemicals.
  • Cleaned walls and ceilings with special reach tools following regular schedule.
  • Followed and applied the 7 Steps of cleaning.
  • cleaned and handled blood/bodily fluids, hazardous materials, and chemical waste.
  • room clean/ discharged patient rooms/patient care areas where there are patients under isolation precautions.
  • Able to lift a minimum of 50lbs, push/pull 200 lbs and to stand, walk, squat, and kneel for an extended period.
  • Experience and knowledge in multiple areas of cleaning/sanitizing UC Davis Medical Center.

Lead Cashier

Foodsco
01.2010 - 05.2022
  • Maintained a balanced cash drawer with diligent attention to detail and accurate counting practices.
  • Trained, mentored, and developed new cashiers with positive and encouraging techniques to maximize performance and team contributions.
  • Assisted customers by answering questions and fulfilling requests.
  • Conducted inventory counts by adding each item in stock and documenting in computer system.
  • Resolved customer complaints empathetically yet professionally, salvaging potentially negative experiences into positive ones.
  • Worked extra shifts during busy periods and covered for call-in employees to maintain service levels.
  • Oversaw the cleanliness and organization of the front-end area, creating a welcoming atmosphere for customers.
  • Coordinated breaks for fellow cashiers to ensure continuous coverage at all times while minimizing downtime.
  • Alleviated customer service needs with policy-appropriate solutions.
  • Monitored areas for security issues and safety hazards.
  • Processed refunds and exchanges in accordance with company policy.
  • Processed payments effectively and accurately handled cash, credit, debit and personal check transactions.

Education

High School Diploma -

Desert Hot Springs High School
Desert Hot Springs, CA
05-2005

Skills

  • HIPAA compliance
  • Insurance verification
  • Patient confidentiality
  • Appointment scheduling
  • Call center experience
  • Data entry proficiency
  • Medical terminology
  • Empathy and patience
  • Document and records management
  • MS office
  • Multitasking and organization
  • Customer service

Timeline

Health Care Customer Service Representative

TTEC
06.2024 - 12.2024

Med Center Custodian SR

UC Davis Health
07.2022 - 09.2024

Lead Cashier

Foodsco
01.2010 - 05.2022

High School Diploma -

Desert Hot Springs High School

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Lydia Heinz