Mildred M Hernandez
Waterbury,CT
Summary
Talented remote Customer Service Agent with background communicating with customers. Highly skilled at answering questions and providing information. Expert at handling difficult situations smoothly for excellent customer experiences and top reviews. Highly efficient and productive working remotely.
Overview
13
13
years of professional experience
Work History
Remote Customer Service
United Healthcare Group
Remote, CT
01.2022 - Current
- Assessed customer needs and provided solutions to resolve their issues in a timely manner.
- provided follow-up services to ensure satisfaction with services.
- Provided accurate information about products or services to customers.
- Maintained records of customer interactions and transactions for future reference.
- Identified and escalated priority issues as needed.
- Followed up with customers to ensure their requests were addressed properly.
- Adhered to all company policies and procedures when dealing with customers.
- Performed call backs to customers as necessary for further assistance or clarification on inquiry topics.
- Developed strong relationships with existing customers through proactive outreach via telephone conversations and emails.
- Complied with quality assurance standards while handling customer inquiries.
- Analyzed call logs related reports to identify trends in customer inquiries or complaints.
- Listened attentively to customer concerns and provided appropriate solutions within the time limits.
- Verified accuracy of data entered into system prior submitting order forms.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Managed high volumes of inbound and outbound calls in fast-paced environment to build, cultivate and establish lucrative client relationships.
- Maintained accurate records of incoming calls in internal database.
- Coordinated topics with call center scripts to handle consumer questions, delivering appropriate answers.
- Identified consumer needs, clarified information and researched issues to provide alternative solutions.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Engaged actively with callers, confirming or clarifying information and diffusing anger.
- Responded to customer inquiries via email in a timely manner.
- Responded to customer inquiries through chat in a timely and accurate manner.
- Identified and analyzed complex problems to develop effective solutions.
- Displayed strong telephone etiquette, effectively handling difficult calls.
Licensed Practical Nurse
AGAPEKAREZ NURSING
WATERBURY, CT
01.2021 - 12.2022
- Performed physical assessments, including vital signs and health history documentation.
- Provided patient care in accordance with physicians' orders and nursing standards of practice.
- Assisted patients with personal hygiene activities such as bathing, dressing, eating, grooming, and toileting needs.
- Administered medications and treatments according to established protocols.
- Observed changes in patient's condition and reported any significant changes to the registered nurse or physician.
- Ensured that all clinical documentation is accurate and up-to-date in the electronic medical record system.
- Communicated effectively with patients, family members, healthcare team members, and other stakeholders regarding patient care plans or concerns.
- Provided emotional support to patients dealing with illness or injury related issues.
- Answered patients inquiries and provided accurate information regarding health and services.
- Provided excellent customer service
- Evaluated patient health concerns and provided appropriate interventions via video or telephone calls.
- Coordinated follow-up visits with primary care providers or specialists as necessary.
- Adhered to ethical standards while providing quality healthcare services remotely.
- Answered incoming patient calls, gathering history and symptoms to determine scope of medical complaints.
- Collected data to represent symptom onset, presenting problem and medical diagnoses.
- Maintained strict patient data procedures to comply with HIPAA laws and prevent information breaches.
Customer Service Representative
Community Health Center
Waterbury, CT
08.2011 - 12.2021
- Greeted patients upon arrival and directed them to the appropriate area.
- Provided customer service by answering patient questions and addressing concerns.
- Verified insurance information, collected payments, and scheduled appointments.
- Answered incoming calls in a professional manner.
- Processed referrals from primary care physicians to specialists for further treatment or evaluation.
- Informed patients about payment options, billing policies, and procedures related to their visit or procedure.
- Sorted and distributed incoming mail daily.
- Inputted patient demographic data into electronic health record system.
- Scanned documents into electronic health record system as needed.
- Performed administrative duties such as filing, faxing, photocopying.
- Followed up with customers after calls to ensure satisfaction with service provided.
- Explored alternative solutions when initial attempts failed to resolve an issue.
- Utilized computer systems such as Microsoft Office Suite for data entry purposes.
- Assisted in the coordination of patient referrals to other medical providers.
- Maintained a database of referral information and tracked referrals received and sent out.
- Communicated with patients regarding their referral status, providing updates when necessary.
Education
Nursing Diploma - Nursing
Porter And Chester Institute - Enfield
Enfield, CT01-2021
Certificate - Medical Assistant, Office Administration
Katharine Gibbs School
Piscataway, NJ06-2004
Skills
- Complaint Handling
- Quality Control
- De-Escalation Techniques
- Customer Service
- Network Administration
- Data Assessment
- Documentation
- HIPAA Compliance
- Compassionate Client Care
- ADL Assistance
- Behavioral Management
- Appointment Scheduling
- Data Entry
- Inbound and Outbound Calling
- Complaint Resolution
- Reading Comprehension
- Multi-Task Management
- 10-Key
- Positive and Professional
- Problem Resolution
- Typing Proficiency
- Call Triaging
- Follow-Up Skills
- Professional Telephone Demeanor
- Computer Proficiency
- Adaptive Team Player
- Medical Terminology Knowledge
- Adaptability and Flexibility
- Interpersonal Communication
- Organizational Skills
Languages
Spanish
Native/ Bilingual
English
Native/ Bilingual
References
References available upon request.
Timeline
Remote Customer Service
United Healthcare Group
01.2022 - Current
Licensed Practical Nurse
AGAPEKAREZ NURSING
01.2021 - 12.2022
Customer Service Representative
Community Health Center
08.2011 - 12.2021
Nursing Diploma - Nursing
Porter And Chester Institute - Enfield
Certificate - Medical Assistant, Office Administration
Katharine Gibbs School