Monique Trujillo-Flores
Campbell,Ca
Summary
Client Service Specialist with 7+ years of experience in mental healthcare and business office settings. Experienced with managing client charts and resolving service issues promptly. Track record of using problem solving abilities to address client needs and enhance service quality.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Client Service Specialist
Pacific Clinics
Los Gatos, CA
04.2018 - Current
- Verify intake documents and complete data entry by using Excel, Outlook, Teams, Medi-Cal.gov, and all agency electronic health record systems such as, Welligent, and PCNX.
- Verify Medi-Cal insurance and follow up with county contacts, families, and social workers for funding needs such as Medi-Cal identification numbers, Service Authorization Requests, Health Care Financing Administration Forms, and out of county transfers. Also, work in collaboration with our agency’s Finance Department to solve funding discrepancies.
- Point contact person for submitting and processing mental health referrals, coordinating with Santa Clara County Behavioral Health to obtain referral information.
- Provide customer service by answering telephone calls, answering questions about our services and giving mental health resources to clients.
- Interview potential clients for referral assessments and follow up on referral statuses.
- Support clinical program managers and staff with business processes, consent forms, legal documents and electronic health records system needs.
- Participate in hiring processes such as, interviewing candidates and training new hires.
- Apply critical thinking, problem solving, and research skills to streamline department processes and improve efficiency.
- Supported the startup of new mental health programs within the agency (ECM- formally HHP, SBIT, and the new structure of SBEI and SBOP) by developing business processes, leading trainings, and collaborating with agency directors.
Bank Teller
J.P. Morgan Chase
San Jose, Ca
04.2016 - 12.2017
- Completed financial transactions accurately and efficiently.
- Enforced customer privacy by following privacy laws and regulations.
- Communicated with the banking back office to gather customer information.
- Completed data entry by inputting customer information into the banking system.
- Provided account offers and information to expand the customer’s banking experience.
- Received the “Five Keys to Great Customer Service” recognition award.
Education
Bachelor of Arts - Sociology
San Jose State University
12.2019
Skills
- Compliance requirements
- Call center experience
- Data entry
- System documentation
- Attention to detail
- Time management
- Reliability
- Team collaboration
- Analytical thinking
- Conflict resolution
- Customer service excellence
Certification
Youth Mental Health First Aid
National Council for Mental Wellbeing
September 2022
Timeline
Client Service Specialist
Pacific Clinics
04.2018 - Current
Bank Teller
J.P. Morgan Chase
04.2016 - 12.2017
Bachelor of Arts - Sociology
San Jose State University