Mia Molina
McKinney,TX
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Call Center Representative
HorsePower Brands/ProNexis
08.2023 - Current
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner
- Streamlined call flow processes for more efficient response times and increased productivity
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions
- Managed high call volumes while providing exceptional customer support and maintaining professional composure
- Provided personalized assistance to clients, fostering strong relationships and promoting brand loyalty
- Offered comprehensive product knowledge to customers, empowering them to make informed decisions about their purchases or subscriptions
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times
- Placed outbound customer service or customer satisfaction calls to follow up on issues
- Processed debit and credit card and electronic check payments
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
Medical Scheduler
DHAT - Allen
12.2021 - Current
- Managed multiple schedules and prioritized tasks to meet demands of fast-paced work environment
- Verified insurance coverage, precerts, and eligibility for medical services prior to scheduling appointments to prevent billing issues
- Followed up with patients to reschedule missed appointments
- Maintained confidentiality of patient information to comply with HIPAA regulations and protect patient privacy
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts
- Managed complex calendars for multiple medical practitioners, verifying accuracy of all appointments
- Collaborated with healthcare staff to verify alignment of appointment scheduling with clinic protocols
- Prepared and processed patient referrals and transfer requests
- Managed patient flow and triage calls to prioritize patient needs and put efficient use of clinic resources
- Received and routed laboratory results to correct clinical staff members
- Answered calls and did overnight voicemails, all the online requests for appointments, all incoming faxes and head scheduler for one of the main providers
- Confirmed appointments one day prior to minimize missed appointments and maximize clinic utilization
- Obtained payments from patients and scanned identification and insurance cards
- Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments
- Maintained accurate patient records for proper tracking of patient history and treatment
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
Medical Scheduler / Medical Assistant
Wellness Dallas - Plano, TX
08.2021 - 12.2021
- Gathered forms and copied insurance cards to collect patient information for billing and insurance filing
- Maintained confidentiality of patient information to comply with HIPAA regulations and protect patient privacy
- Completed administrative patient intakes with case histories, insurance information and mandated forms
- Answered telephone calls to offer office information, answer questions, and direct calls to staff
- Verified insurance coverage and eligibility for medical services prior to scheduling appointments to prevent billing issues
- Performed patient treatment and prepped for x-rays
- Stitched x-rays and patient consults
- Obtained payments from patients and scanned identification and insurance cards
- Developed and implemented efficient scheduling systems to maintain organized medical appointment schedules
- Maintained accurate patient records for proper tracking of patient history and treatment
- Monitored patient wait times, providing updates to achieve optimal patient satisfaction
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
Data Entry Clerk
Reynolds And Reynolds - College Station, TX
11.2020 - 08.2021
- Completed data entry tasks with accuracy and efficiency
- Updated and maintained customer information, documents and records
- Used computer software to store and retrieve data
- Organized, sorted, and checked input data against original documents
- Managed documents by organizing forms, making photocopies, filing records, preparing correspondence, and creating reports
- Checked for accuracy by verifying data and records
- Communicated with supervisors and colleagues to process data quickly and resolve discrepancies
- Entered data into various computer systems accurately using Microsoft Office Suite
- Managed and organized documents for data entry tasks
- Created spreadsheets for more efficient recordkeeping
- Collated and organized data entry documents into filing systems for easy access
- Analyzed current data records to provide detailed reports.
Education
Associate Degree In Nursing - Nursing Science
Blinn College
High School Diploma -
Lexington High School
Skills
- Collecting Intake Information
- Insurance Authorizations and Insurance Verification
- Faxes and Phone Calls Intake
- Organization and Time Management
- Medical Records Verification
- Data Entry Software
- Schedule Patients
- Teamwork and Collaboration
- Problem-solving skills
- Customer Service
- Customer communications
- Call Control
- Inbound Phone Call Management
Certification
First Aid/CPR Certified
Timeline
Call Center Representative
HorsePower Brands/ProNexis
08.2023 - Current
Medical Scheduler
DHAT - Allen
12.2021 - Current
Medical Scheduler / Medical Assistant
Wellness Dallas - Plano, TX
08.2021 - 12.2021
Data Entry Clerk
Reynolds And Reynolds - College Station, TX
11.2020 - 08.2021
Associate Degree In Nursing - Nursing Science
Blinn College
High School Diploma -
Lexington High School
First Aid/CPR Certified
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