Maria Torres Rojas
El Cajon,CA
Summary
Dedicated and detail- oriented Customer Care Representative with 10+ years of experience and medical reception/ back office proven expertise at DAP Health, excelling in customer service and problem-solving. Recognized for building strong relationships and enhancing patient satisfaction through effective communication and empathy. Proficient in EHR systems and adept at managing high call volumes while ensuring compliance with HIPAA regulations. Committed to continuous improvement and team collaboration.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Care Representative
DAP Health
El Cajon, CA
06.2015 - Current
- Assisted customers by addressing inquiries and resolving issues effectively.
- Provided support in navigating services, enhancing customer satisfaction.
- Learned and utilized customer relationship management software to track interactions.
- Adapted quickly to new procedures and updates, ensuring compliance with company guidelines.
- Documented customer feedback to improve service offerings and resolve recurring issues.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Managed high call volume with exceptional professionalism and efficiency.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
- Navigated multiple computer systems and applications to find information.
- Logged call information and solutions provided into internal database.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
- Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
- Participated in training sessions for new hires, sharing insights on best practices in customer service excellence.
- Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
- Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.
- Participated in ongoing training sessions to enhance skills and stay current on industry best practices.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with team members to streamline communication processes within the department.
Education
Graduate Certificate - Medical Assistant
Pima Medical Institute
Chula Vista, CA05-2014
Skills
- Customer service & problem solving
- Inbound customer service
- Data entry
- Call center experience
- Patient scheduling
- Appointment coordination
- EHR(Epic, microsoft, excel)
- Multi-line phone system
- HIPAA compliance
- Medical record management
- Administrative support
- Relationship building
- Conflict mediation
- Documentation and reporting
- Database research
- Time management
- Multitasking and organization
- Empathy and patience
- Active listening
- Adaptability and flexibility
- Decision-making
- Phone etiquette
- Task prioritization
- Quality assurance
- Cultural awareness
- Issue follow up
- Computer skills
- Teamwork and collaboration
- Understanding customer needs
- Strong communication & interpersonal skills
Certification
- Certified CPR/BLS
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Customer Care Representative
DAP Health
06.2015 - Current
Graduate Certificate - Medical Assistant
Pima Medical Institute