Maria Rivera
Neptune,NJ
Summary
Detail-oriented Customer Service Professional with extensive experience in complaint resolution and compliance. Enhanced call handling efficiency through effective CRM utilization and teamwork, driving improved patient interactions and satisfaction. Focused on delivering high-quality service and maintaining precise documentation.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Contact Center Representative
Hackensack Meridian Health System
Tinton Falls, New Jersey
09.2024 - Current
- Maintain knowledge of healthcare policies to answer questions accurately.
- Coordinated appointment scheduling and addressed health inquiries to enhance patient access to care.
- Provide detailed information about services and insurance options to callers.
- Resolve patient complaints by actively listening and offering effective solutions.
- Identified customer needs swiftly to provide tailored support and improve patient satisfaction.
- Recorded interactions in customer management system to ensure accurate and accessible patient records.
- Ensure compliance with privacy regulations while handling sensitive patient information.
- Collaborate with team members to improve call handling procedures and efficiency.
- Executed daily operational tasks with precision to support team objectives.
- Perform everyday functions using Epic, soft phone system, chat/emails
- Attend regular training sessions on relevant topics to stay updated with industry trends.
Office Manager
Freeman Computers
, NJ
01.2016 - Current
- Coordinated and managed events to ensure successful execution and participant satisfaction.
- Processed billing and managed advertising campaigns to increase brand visibility and customer engagement.
- Processed forms, repairs and inventory.
- Delivered exceptional customer service in call center, addressing inquiries and resolving issues promptly.
- Professionally handled customer complaints and concerns.
Central Access Representative
Robert Wood Johnson
05.2023 - 12.2023
- Registered patients, admitted them to the facility, verified insurance, coordinated referrals, screened for financial counseling, and collected all required copays, deductibles, or co-insurances.
- Coordinated scheduling of hospital and physician services across all RWJBH sites.
- Resolved customer complaints effectively.
Call Center Agent
Virtual One LLC
10.2017 - 05.2023
- Provided excellent customer service for the call center (inbound/outbound).
- Professionally handled customer complaints and concerns.
- Executed sales transactions, collected and entered data, managed events, placed orders, processed inventory, arranged repairs, and handled forms.
- Managed billing processes, coordinated advertising and marketing efforts, and scheduled appointments.
Education
Certificate - Paralegal Studies
Brookdale College
Lincroft01-2027
Associates - Criminal Justice
Katharine Gibbs College
Livingston, NJ05.2005
Skills
- Document management
- Verbal and written communication skills
- Customer service
- Compliance knowledge
- Team collaboration
- CRM software
- Call handling
- Issue resolution
- Workload management
- Chat and email management
- Insurance verification
- Client communication
Certification
- Emergency Medical Responder (EMR)
- Cardiopulmonary Resuscitation (CPR)
- Blood Borne Pathogens
- CEVO3
- ICS (Incident Command System) 100, 200, 700, 800
- SORA - Expired
Languages
- English
- Spanish
Languages
Spanish
Professional
References
References available upon request.
Timeline
Contact Center Representative
Hackensack Meridian Health System
09.2024 - Current
Central Access Representative
Robert Wood Johnson
05.2023 - 12.2023
Call Center Agent
Virtual One LLC
10.2017 - 05.2023
Office Manager
Freeman Computers
01.2016 - Current
Certificate - Paralegal Studies
Brookdale College
Associates - Criminal Justice
Katharine Gibbs College