Maricela Guillen
Toltec,AZ
Summary
Bilingual. 18+ years Ophthalmic Assistant with 11+ years Ophthalmic scribe experience. Enthusiastic COA well versed in front office duties with great people skills and dedicated work ethic. Well-qualified in providing quality patient care in a fast paced environment. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
19
19
years of professional experience
Work History
Customer Service Professional
Prudential Financial
11.2023 - Current
- Enhanced customer satisfaction by addressing and resolving complaints promptly and professionally.
- Streamlined call center operations for improved efficiency and reduced wait times.
- Maintained high-quality service standards by adhering to company policies and procedures.
- Increased customer loyalty with personalized support and assistance in selecting suitable products or services.
- Collaborated with cross-functional teams to resolve complex customer issues, fostering a positive work environment.
- Developed rapport with customers through active listening and empathetic communication, resulting in enhanced satisfaction levels.
- Conducted thorough research to provide accurate information, enhancing the overall customer experience.
Certified Ophthalmic Assistant/Scribe
Southwestern Eye Center
01.2008 - 11.2023
- Performs pretest such as (but not limited to) visual acuity, auto-refraction, manual and automated lensometry, manifest, Goldman and Tonopen tonometry test and keratometry
- Check pupils, extra-ocular muscles and confrontational fields
- Perform daily diagnostic testing such as OCTs, visual fields, A-scans/B-scans and funds photography
- Documents doctors findings in electronic health records (EHR) system, reviews patient charts and documents testing and examination results
- Knowledgeable in electronic billing and coding process within EHR.
- Increased patient satisfaction by addressing concerns and answering inquiries regarding eye health and procedures.
- Facilitated effective communication between patients and medical staff, acting as a liaison when needed.
- Triaged phone calls from patients and outside contacts and handled in order of importance.
- Safeguarded patient privacy, adhering to HIPAA regulations while handling sensitive information.
Medical front office receptionist
Southwestern Eye Center
01.2005 - 01.2008
- Welcomed patients and visitors with a smile, scheduled appointments in person or over the phone, checked patients in and out, answered all patients questions, triage patients calls, maintained the reception area, maintain patient accounts by obtaining, records and updating personal and financial information
- Performed all insurance and benefits verifications and pre- authorizations, prepare medical records.
- Enhanced patient experience by efficiently managing appointment scheduling and confirming appointments in a timely manner.
- Reduced patient wait times with proficient multitasking, handling phone calls, and managing walk-in patients simultaneously.
- Increased patient satisfaction, managing insurance verifications and addressing billing inquiries professionally and promptly.
- Ensured smooth daily operations, collaborating with team members to address any issues that arose during office hours.
- Facilitated communication between medical providers and patients by acting as a liaison regarding test results or follow-up care instructions.
- Increased privacy compliance by strictly adhering to HIPAA regulations when handling sensitive patient information both digitally and physically.
Education
Ophthalmic Scribe Certification -
JCAHPO
01.2015
Certified Ophthalmic Assistant -
JCAHPO
01.2009
Firefighter I & II Certificate -
Central Arizona College
01.2007
Emergency Medical Technician Certificate -
Central Arizona College
01.2006
High school diploma -
Santa Cruz Valley Union High School
01.2005
Skills
- Certified Ophthalmic Assistant (COA), Ophthalmic Scribe Certified (OSC) I'm a dedicated team player, quick problem solver, excellent computer skills, HIPPA trained, with proper phone etiquette
- Problem Solving
- Adaptability
- Telephone Etiquette
- Attention to Detail
- Active Listening
- Time Management
- Computer Literacy
- Multitasking
- Call Management
- Call Triaging
- Customer Service
- Documentation
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Professional
Prudential Financial
11.2023 - Current
Certified Ophthalmic Assistant/Scribe
Southwestern Eye Center
01.2008 - 11.2023
Medical front office receptionist
Southwestern Eye Center
01.2005 - 01.2008
Ophthalmic Scribe Certification -
JCAHPO
Certified Ophthalmic Assistant -
JCAHPO
Firefighter I & II Certificate -
Central Arizona College
Emergency Medical Technician Certificate -
Central Arizona College
High school diploma -
Santa Cruz Valley Union High School
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