Marleny Abreu
Amityville,NY
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
15
15
years of professional experience
Work History
Customer Service Representative
New York Eye
Amityville, New York
07.2023 - Current
- Provided exceptional customer support for eye care services and products.
- Assisted patients with appointment scheduling and inquiries effectively.
- Managed patient records using electronic health record systems efficiently.
- Resolved customer complaints with empathy and professionalism promptly.
- Collaborated with healthcare staff to ensure seamless patient experiences consistently.
- Maintained a clean and organized reception area for optimal operations daily.
- Trained new team members on customer service protocols and systems effectively.
- Answered customer inquiries and provided accurate information regarding products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
Pharmacy Customer Service Representative
Walgreens
Amityville, NY
09.2018 - Current
- Greeted customers and answered questions regarding personal medications or over-the-counter pharmacy products.
- Received written prescriptions and refill requests from patients, evaluating information for completeness and accuracy before filling.
- Entered prescription information into computer databases.
- Assisted pharmacist with clearing high volume of prescriptions and responded to customer questions.
- Operated cash registers to accept payments from customers.
- Maintained proper storage and security conditions for drugs.
- Established or maintained medications and other patient profiles.
- Refilled medications, offered insight into over-the-counter products and verified insurance benefits.
- Transmitted claims to insurance companies for payment and reconciled EOBs.
- Created new customer profiles and updated demographics, allergies and new medications in pharmacy computer systems.
- Teamed with peers, technicians and pharmacists to prioritize and complete orders.
- Answered telephones to respond to questions or requests.
- Verified prescriptions and drug labels, documents and packages.
- Flagged potential side effects and allergies to prescribed medications for patients.
- Assisted customers by answering questions, locating items or referring to pharmacist for medication information.
- Prepared and processed medical insurance claim forms and records.
- Cleaned and maintained equipment or work areas according to prescribed methods.
- Communicated effectively with doctors and insurance agencies to resolve prescription cost discrepancies.
Dental Receptionist
Merrick Dental
Merrick, NY
06.2016 - 09.2018
- Greeted patients, determined purpose of visit and collected patient information into database.
- Assisted patients with filling out paperwork and insurance verification.
- Managed front office customer service, appointment management, billing and administration tasks to streamline workflow.
- Took customer payments and billed insurance companies for remaining balance.
- Verified, updated and entered patient information into system.
- Routed laboratory or diagnostic results to appropriate staff.
- Communicated with patients with compassion while keeping medical information private.
- Prepared reports, invoices, letters, or medical records using word processing, spreadsheet, or other software applications.
- Maintained master calendar and scheduled new appointments based on provider availability.
- Collaborated with multi-disciplinary staff to improve overall patient care and response times.
- Demonstrated proficiencies in telephone, e-mail, fax and front-desk reception within high-volume environment.
- Arranged documents for insurance claims.
- Completed relevant insurance and other claim forms.
- Scheduled tests, lab work or x-rays for patients based on physician orders.
- Adhered to HIPAA requirements to safeguard patient confidentiality.
- Ordered and maintained supply inventory for medical office.
- Scheduled cleanings and dental appointments for patients using appointment software.
- Answered telephones and directed calls to appropriate medical or adminstrative staff.
- Scheduled and confirmed patient appointments and consultations.
- Received and distributed incoming fax, mail and parcels to staff to facilitate communication.
Customer Service Call Center
Harold Levinson Associates Inc.
Farmingdale, NY
10.2012 - 06.2016
- Answered inbound calls, chats and emails to facilitate customer service.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Improved customer service wait times to mitigate complaints.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- Set up and activated customer accounts.
- Consulted with customers to resolve service and billing issues.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Educated customers on special pricing opportunities and company offerings.
- Mentored new employees on procedures and policies to maximize team performance.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
Dental Receptionist
Woodbury Oral Surgery
Woodbury, NY
02.2011 - 12.2013
- Greeted patients, determined purpose of visit and directed to appropriate staff.
- Adhered to HIPAA requirements to safeguard patient confidentiality.
- Interviewed patients to complete case histories and intake forms.
- Gathered medical information, dental health history and vitals from patients.
- Scheduled cleanings and dental appointments for patients using appointment software.
- Answered telephones and directed calls to appropriate medical or adminstrative staff.
- Scheduled and confirmed patient appointments and consultations.
- Answered and managed incoming calls and emails.
- Arranged documents for insurance claims.
- Demonstrated proficiencies in telephone, e-mail, fax and front-desk reception within high-volume environment.
- Collected payments from patients and arranged payment schedules.
Education
High School Diploma -
Half Hollow Hills High School East
Dix Hills, NY06.2010
Some College (No Degree) -
Wake Technical Community College
Raleigh, NCSkills
- Fast typing speed
- Verbal and Written Communication
- Prescription Order Verification
- Patient Profile Setup
- Data Entry
- Payment Processing
- Answering and Routing Calls
- Customer Service
- Problem-Solving Skills
- Insurance Verification
Languages
Spanish
Native/ Bilingual
English
Native/ Bilingual
Timeline
Customer Service Representative
New York Eye
07.2023 - Current
Pharmacy Customer Service Representative
Walgreens
09.2018 - Current
Dental Receptionist
Merrick Dental
06.2016 - 09.2018
Customer Service Call Center
Harold Levinson Associates Inc.
10.2012 - 06.2016
Dental Receptionist
Woodbury Oral Surgery
02.2011 - 12.2013
High School Diploma -
Half Hollow Hills High School East
Some College (No Degree) -
Wake Technical Community College