Maria Rivera
Chicago,IL
Summary
Self-motivated Lead Customer Service Representative recognized for multitasking numerous requests to handle direct and escalated customer requirements. Excellent research, communication and problem-solving abilities. Driven to boost productivity with top-notch analytical and management abilities. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
16
16
years of professional experience
Work History
Customer Service Lead
Advocate Health Care
Oak Brook, IL
06.2020 - Current
- Consulted with customers regarding needs and addressed concerns.
- Coached, monitored and motivated new agents to boost performance and enhance job knowledge.
- Implemented company processes to effectively resolve customer service issues.
- Assisted operators with handling calls and took over escalated concerns to deliver expert solutions.
- Utilized active listening skills and asked open-ended questions to ascertain customer call needs.
- Participated in regular meetings with senior management team to discuss progress of projects and initiatives related to customer service operations.
- Handled customer inquiries and complaints in a professional manner.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
Patient Account Specialist
ATI Physical Therapy
05.2019 - 04.2020
- Communicate with patients and provide exceptional patient experience
- Maintain patient confidently per HIPPA regulations
- Resolve patient questions and complaints regarding insurance billing and adjust accounts as necessary
- Review explanation of benefits for consistency and work with insurance claim representatives and patients and other parties to clarify billing issues regarding commercial, auto and work compensation claims
- Resubmit claims and process all insurance/ patient correspondence
- Review denials or partially paid claims and work with involved parties to resolve discrepancies
- Manage assigned accounts ensuring outstanding/pending claims are paid in a timely manner
- Set up financial agreements with patients as necessary.
Customer Service representative
Miramed
06.2015 - 04.2019
- Account resolution via patient communication
- Inbound and outbound customer service contact with patients
- Processing rebills and correspondence
- Able to read insurance rejections and explain patient benefits and correctly proceed with accounts
- Able to properly communicate with insurance representatives
- Experience with Epic billing system
- Process payment for payers in a timely fashion
- Document all activities and updates statues on accounts in a timely fashion
- Document all activities and update statues on accounts accordingly
- Responsible to resolve any inquires or correspondence received from assigned accounts in a timely fashion
- Provide side by side training with new hires as well as assist with answering questions for all representatives.
Assistant store manager
Wendy's
06.2013 - 05.2015
- Provide direction, training and expertise required to ensure that the customer’s expectations are exceeded
- Responsible for accomplishing sales and profit goals
- Utilize knowledge to train employees on customer service skills, courtesy and safety regulations
- Provide quality products and service in a clean and safe environment to each and every customer
- Responsible for processing truck food orders and employee schedules.
Optician
Jcepenny Optical
06.2010 - 08.2012
- Assist optometrist with pre testing prior to exam
- Assists with dispensing eyeglasses and contact lenses to customers
- Performs insertion and removal training of contact lenses to customers
- Educate clients on proper eyeglasses and contact lens care
- Maintain accurate and organized patient records
- Check status and notify customers when orders are ready to be dispense.
Crew member
Wendy's
06.2008 - 06.2010
- Utilize knowledge of positional skills, customer service and courtesy, health and safety regulations and all Wendy’s policies and procedures
- Providing quality products and service in a clean and safe environment to each and every customer.
Education
Ivy Tech Community College -
08.2018
High school diploma -
JcepennyDonald E Gavit
05.2008
Skills
- Customer service
- Epic billing system
- Microsoft Word
- Microsoft Excel
- Microsoft Outlook
- Ability to multi-task
- Telephone skills
- Problem solving
- Strong sense of urgency and responsiveness
- Organizational skills
- Research and analysis
- Quality Assurance
- Team training and development
Timeline
Customer Service Lead
Advocate Health Care
06.2020 - Current
Patient Account Specialist
ATI Physical Therapy
05.2019 - 04.2020
Customer Service representative
Miramed
06.2015 - 04.2019
Assistant store manager
Wendy's
06.2013 - 05.2015
Optician
Jcepenny Optical
06.2010 - 08.2012
Crew member
Wendy's
06.2008 - 06.2010
Ivy Tech Community College -
High school diploma -
JcepennyDonald E Gavit