Maribel Aguero
Summary
Customer Service Representative with proven ability to maintain professionalism and efficiency, resulting in reduced patient dissatisfaction. Strong motivation to leverage education and skills to improve operational processes. Committed to continuous learning and skill development through practical experience. Proficient in Microsoft Word and Excel, complemented by advanced interpersonal skills.
Overview
22
22
years of professional experience
Work History
Admitting Worker
UCI Medical Center
Newport Beach, CA
01.2025 - Current
- Executed clerical duties and front-office operations to support patient care.
Ensured smooth patient flow and continuous communication with clinical staff and physicians.
Greeted visitors and answered telephones in accordance with established standards. Collected copays, closed cash drawer daily, and prepared weekly deposits for Brink's service.
Entered medical records accurately via Epic. Knowledgeable in many major insurances, scanned medical records, verified insurance through OneSource, and coordinated patient scheduling, including confirmations, cancellations, and rescheduling.
Maintained accurate information using various software for scheduling and document management.
Verified patient insurance coverage to ensure eligibility prior to appointments. - Established professional working relationships with staff.
- Built and maintained working relationships with peers and upper management.
- Maintained positive working relationship with fellow staff and management.
Member Service Representative
WelbeHealth
Long Beach, CA
04.2021 - 03.2022
- Answered incoming calls, delivering exceptional customer service to healthcare providers.
Identified and clarified issues, researching alternative solutions for complex inquiries.
Provided status updates on medical authorization requests to facilitate patient care. - Scheduled surgical appointments and updated patient charts in the Athena system.
Entered patient orders and referrals accurately into the system.
Verified benefits and eligibility to ensure accurate processing of requests.
Assisted provider line with claim status inquiries, resolving discrepancies as needed.
Collaborated with hospitals and facilities for inpatient admissions and discharges. - Provided support to members regarding account inquiries, processing transactions, and resolving issues.
- Handled customer complaints in an efficient and courteous manner.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebases to develop strategic solutions.
Member Service Representative
Caremorehealth
Cerritos, CA
09.2019 - 03.2021
- Managed high volume of inbound calls while coordinating medical transportation for members.
Scheduled and confirmed patient appointments for flu vaccines at Caremore care centers.
Utilized Citrix and Navigator systems to efficiently schedule doctor appointments.
Assisted callers in identifying transportation needs and accurately input orders into Navigator.
Activated return trips using Mrm system, ensuring timely service.
Confirmed transportation trips by contacting ALC dispatch to verify details.
Documented customer conversations in Facets to track requests and resolutions.
Filed grievances for members displaying signs of dissatisfaction. - Answered incoming calls regarding membership benefits and services.
- Followed up with customers after their interaction with the organization's services.
Member Service Representative
Molina Healthcare
Long Beach, CA
05.2015 - 09.2019
- Processed HIPAA enrollment and cancellation requests, addressing complaints and grievances effectively.
Provided assistance with member inquiries, ensuring timely follow-up as necessary.
Cultivated strong corporate relationships through adherence to customer service principles.
Resolved escalated issues related to out-of-network primary care physicians and billing discrepancies.
Verified eligibility and benefits for prior authorization requests, maintaining accuracy.
Managed claims status updates, ensuring members received prompt information.
Maintained organized records of open issues using Excel, facilitating efficient tracking.
Coordinated urgent medical requests across departments and assisted with web portal access. - Tracked customer feedback through surveys or other methods to identify trends or areas of improvement.
- Adhered to all applicable policies, procedures, regulations, and laws.
- Helped members resolve account problems and navigate internal systems to handle routine needs.
- Consulted with customers regarding needs and addressed concerns.
- Reviewed new account applications to verify eligibility of prospective members.
- Updated databases with new and modified customer data.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
Customer Service Representative
LAX Airport
Inglewood, CA
05.2015 - 09.2015
- Streamlined cargo order processing upon arrival to ensure timely operations.
Executed accurate data entry for flights, effectively tracking arrivals and departures.
Facilitated efficient logistics management by coordinating freight release to trucking companies.
Recorded lost luggage details to support customer service initiatives and improve resolution processes.
Managed email correspondence, addressing inquiries promptly to enhance communication.
Conducted outbound and inbound calls for effective operational coordination.
Compiled statistical data for special reports submitted to US Customs for compliance.
Created monthly records, closed terminated files, and completed audit charts for flight documentation.
Administrative Assistant
FRED RIVALDO
CARSON, CA
05.2003 - 05.2011
- Executed month-end closing entries for accurate reporting and recordkeeping.
Managed daily bookkeeping functions, focusing on accounts receivable, accounts payable, and bank reconciliations.
Oversaw business opening and closing procedures to ensure operational efficiency.
Applied mathematical skills to verify totals and rectify discrepancies in records.
Facilitated customer payments through cash, check, and credit card transactions.
Coordinated timely payments to vendors and clients to maintain positive relationships.
Evaluated expense reports for compliance with company policies and accuracy.
Monitored accounts payable and receivable, delegating tasks as necessary.
Education
High School Diploma -
Norwalk High School
Norwalk, CA06.1993
Skills
- EPIC system proficiency
- Insurance verification
- Medical record management
- Time management
- Communication skills
- Cash handling
- Clerical support
- Team collaboration
- Relationship building
- Conflict resolution
- Patient scheduling
- Problem solving
- Attention to detail
- Customer service
- Bilingual - Spanish
BLS Certified
Basic Life Support
Timeline
Admitting Worker
UCI Medical Center
01.2025 - Current
Member Service Representative
WelbeHealth
04.2021 - 03.2022
Member Service Representative
Caremorehealth
09.2019 - 03.2021
Member Service Representative
Molina Healthcare
05.2015 - 09.2019
Customer Service Representative
LAX Airport
05.2015 - 09.2015
Administrative Assistant
FRED RIVALDO
05.2003 - 05.2011
High School Diploma -
Norwalk High School
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