Marcena Gantala
San Diego,CA
Summary
Organized, dependable candidate successful at managing multiple priorities with a positive attitude. Eager to take on added responsibilities and meet team goals.
Overview
21
21
years of professional experience
Work History
Client Care Specialist
Ethos Veterinary Specialty Hospital
06.2022 - Current
- Provide excellent customer service by checking in clients, preparing exam rooms, and responding to client inquiries either in person, via phone or through email.
- Interact with team members across departments to research and resolve customer issues.
- Determine level of urgency for patients to be triaged when coming in through Emergency Department.
- Work independently both onsite during overnight hours and at home via remote access.
- Manage 30+ calls per day when working remote call center.
Account Manager
Integrity Health Information Services
01.2007 - 04.2013
- As senior associate, helped train new hires and brought conflict calls to resolution.
- Developed relationships with larger clients and established payment schedules.
- Used QuickBooks to create invoices.
- Maintained excel sheets to monitor monthly past-due balances.
- Imported electronic files daily to ensure workflow for administrative team could be completed promptly.
- Worked on-site at UCSD Hospital/Release of Information to cross train with fellow associates. Utilized EPIC software to process medical record requests for various clients, including walk-in patients.
- Followed HIPAA guidelines to properly handle protected health information.
Collections Specialist
Bactes Imaging Solutions
01.2003 - 11.2006
- Consistently ranked in the department’s top tier for collections, keeping client past due balances below 20% of total open invoices.
- Acted as liaison for the company’s largest client. Traveled out of state to learn client's process and discuss ways to improve interactions.
- Utilized strong verbal and written communication skills to interact with both internal and external customers.
Education
High School Diploma -
Mira Mesa High School
San Diego, CA06.1997
Skills
- Verbal and Written Communication
- Critical Thinking
- Scheduling
- Protected Health Information
- Call Center Experience
- Client Relations
- Record Preparation
Additional Information
Proficient in Windows PC, Microsoft Office (Excel, Outlook, Teams, Word), Adobe, Epic systems
Career Step, Certified Medical Coder
Enrolled in online course. Expected completion March 2024.
www.careerstep.com
Fortified Families, Small Business Owner
Independent Contractor, April 2019-present
www.fortifiedfamilies.com
Providing cooking classes for children one day per week at local recreation center.
Zamorano Educational Foundation (non-profit), Volunteer
Board member/Fundraising Coordinator, April 2018-September 2019
Helped raise funds for Zamorano Fine Arts Academy's art programs.
Certified Integrative Nutrition Health Coach
Institute for Integrative Nutrition, July 2014
www.integrativenutrition.com
Timeline
Client Care Specialist
Ethos Veterinary Specialty Hospital
06.2022 - Current
Account Manager
Integrity Health Information Services
01.2007 - 04.2013
Collections Specialist
Bactes Imaging Solutions
01.2003 - 11.2006
High School Diploma -
Mira Mesa High School
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