Marcela Serna-Garcia
Aurora
Summary
Dynamic individual with hands-on experience in Customer service and talent for navigating challenges. Brings strong problem-solving skills and proactive approach to new tasks. Known for adaptability, creativity, and results-oriented mindset. Committed to making meaningful contributions and advancing organizational goals.
Overview
15
15
years of professional experience
Work History
Patient Service Representative
Edward-Elmhurst Healthcare
09.2017 - Current
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Verified insurance eligibility and coverage for patients.
- Entered patient demographic and insurance data into electronic medical record system.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Took copayments and compiled daily financial records.
- Followed document protocols to safeguard confidentiality of patient records.
- Trained new staff on filing, phone etiquette and other office duties.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Answered incoming calls, scheduled appointments and filed medical records.
Teller
PNC Bank
07.2014 - 09.2017
- Balanced cash drawer daily and resolved discrepancies to provide accurate data regarding cash flow.
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Disbursed cash and checks accurately while maintaining security of cash drawers.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Trained new hires on customer service policies and procedures.
Teller Associate
TCF National Bank
05.2014 - 07.2014
- Monitored and verified suspicious activity on customer accounts.
- Established rapport with new clients to increase satisfaction and loyalty.
- Processed applications for new accounts.
- Performed account maintenance by closing out accounts and changing customer addresses.
- Executed wire transfers, stop payments and account transfers.
- Received loan and utility payments, sending funds to correct destinations.
Front Desk Receptionist
LA Fitness
08.2013 - 05.2014
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained confidentiality of sensitive data to protect customer and business information.
- Confirmed important personal and payment information for compliance with security and payment card industry standards.
- Answered questions and addressed, resolved, or escalated issues to management personnel to satisfy customers.
Cashier
Burger King
06.2010 - 08.2013
- Greeted customers entering store and responded promptly to customer needs.
- Built relationships with customers to encourage repeat business.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Worked flexible schedule and extra shifts to meet business needs.
- Worked closely with shift manager to solve problems and handle customer concerns.
- Learned duties for various positions and provided backup at key times.
Education
High School Diploma -
Bolingbrook High School
Bolingbrook, IL04.2010
Skills
- Medical Insurance
- Document Filing
- Payment Collection
- Insurance Verification
- Multi-Line Telephone Systems
- HIPAA Compliance
- Patient Care and Confidentiality
- Reliability and Dedication
- Exceptional customer service
- Strong work ethic
Languages
Spanish
Native or Bilingual
Timeline
Patient Service Representative
Edward-Elmhurst Healthcare
09.2017 - Current
Teller
PNC Bank
07.2014 - 09.2017
Teller Associate
TCF National Bank
05.2014 - 07.2014
Front Desk Receptionist
LA Fitness
08.2013 - 05.2014
Cashier
Burger King
06.2010 - 08.2013
High School Diploma -
Bolingbrook High School
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