Maria Fortuna
Crystal Lake,IL
Summary
Dynamic customer service professional with extensive experience at DuPage Medical Group, excelling in enhancing patient satisfaction through effective communication and critical thinking. Bilingual in Spanish and English, proficient in Microsoft Office, and adept at streamlining processes, I consistently resolve inquiries efficiently, fostering trust and loyalty among clients.
Overview
16
16
years of professional experience
Work History
Remote Customer Service Representative
Yin& Yang Trucking
01.2020 - 09.2025
- Assisted customers with inquiries, providing accurate information and resolving issues promptly.
- Utilized customer support software to document interactions and track service requests efficiently.
- Collaborated with team members to enhance customer satisfaction through effective communication strategies.
- Handled 75 to 80 inbound calls,
Medical Customer Service Representative
DuPage Medical Group
04.2016 - 12.2019
- Facilitated patient inquiries and resolved issues efficiently, enhancing overall customer satisfaction.
- Coordinated appointment scheduling across multiple departments, optimizing patient flow and reducing wait times.
- Educated patients on insurance benefits and billing processes, ensuring clarity and understanding of services rendered.
- Implemented process improvements in call handling, increasing operational efficiency and reducing call resolution time.
- Assigned Primary Care Providers to patients using their demographics.
Eligibility & Billing Analyst I
Valence Healthcare
10.2013 - 04.2016
- Analyzed billing discrepancies to ensure accurate invoicing and timely resolution of issues.
- Corresponded with brokers and other providers in regards to primary care assignments, member terminations and enrollments.
- Adjusted member's accounts for tax credits, retro-eligibility and COB issues.
- Processed ID cards for members
Member Service Representative
Optum Health/North American Medical Management
03.2010 - 10.2013
- Handled 80 to 100 inbound calls from members, providers and other health plan representatives for claims status, authorizations and primary care assignments, ensuring timely resolutions and enhancing satisfaction levels.
- Developed strong relationships with members, fostering trust and loyalty through personalized service.
- Facilitated onboarding of new members, providing comprehensive orientation to services and benefits.
- Collaborated with team to streamline service processes, improving overall operational efficiency.
Education
Associate of Science - Medical Billing And Coding
Colorado Technical University
Colorado Springs, CO01-2011
High School Diploma -
Ameican School of El Salvador
El Salvador05-1990
Skills
- Customer service
- Active listening
- Critical thinking
- Data entry
- Bilingual Spanish/English
- Proficient in Microsoft Office (Word, Excel and Outlook
Languages
Spanish
Native or Bilingual
Timeline
Remote Customer Service Representative
Yin& Yang Trucking
01.2020 - 09.2025
Medical Customer Service Representative
DuPage Medical Group
04.2016 - 12.2019
Eligibility & Billing Analyst I
Valence Healthcare
10.2013 - 04.2016
Member Service Representative
Optum Health/North American Medical Management
03.2010 - 10.2013
Associate of Science - Medical Billing And Coding
Colorado Technical University
High School Diploma -
Ameican School of El Salvador
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