Nicole Garcia
Customer Service Specialist III
Houston,TX
Summary
Astute Call Center professional offering polished communication skills. Brings excellent organizational skills and talent for overcoming customer objections. Self-motivated and true team player.
Overview
14
14
years of professional experience
1
1
Language
Work History
Customer Service Rep III
Memorial Hermann
10.2017 - Current
- Efficiently and courteously respond to high-volume calls and e-mails from patients regarding account inquiries
- Provide a high level of accuracy in analyzing patient accounts for errors, adjustments, and credits
- Interpret appropriate actions that will help resolve account issues for patient
- Document communications accurately and completely
- Establish appropriate financial arrangements to collect outstanding revenues from patient
- Analyze accounts for adjustments and generate re-bills; if necessary
- Ensure complex billing process complies with regulatory mandates/guidelines
- Prioritize and work assigned accounts via e-mail and phone to obtain prompt payment from patients.
- Demonstrate competency in identifying and prevent risk and receivable related loss to management.
- Provide a high degree of confidentiality/discretion and independent judgment.
- Identifies process improvement opportunities and provides feedback to management on ways to increase efficiencies and the effectiveness of servicing customer service needs.
- Serves as a mentor and resource by sharing knowledge and experience with other customer services specialist.
- Promotes individual professional growth and development by meeting
- Answered product and service questions, suggesting other offerings to attract potential customers.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Provided information regarding charge accounts and loyalty programs.
- Cultivated customer loyalty, promoted repeat business and improved sales.
- Recommended products to customers, thoroughly explaining details.
- Answered constant flow of customer calls with minimal wait times.
- Recorded account information to open new customer accounts.
- Leveraged sales expertise to promote products and capitalize on upsell opportunities.
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Processed customer adjustments to maintain financial accounts.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services and company information.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Collected and analyzed customer information to prepare product or service reports.
- Updated account information to maintain customer records.
- Assisted customers with setting appointments, special order requests, and arranging merchandise pick-up.
Patient Access Representative
UT Physicians
11.2014 - 08.2017
- Answer multi-line phones
- Schedule new and established patient appointments
- Call new patient referrals
- Spoke with Workers Comp adjusters to get new patient approvals
- Insurance verification
- Schedule Spanish speaking patients
- Entered all billing charges for patients
- Collected patient co-pays and co-insurance
- Posted payments to patient charts
- Surgery scheduling
- Scheduled peer to peer interviews for denied surgery cases
- Submitted clinical information for surgeries for cases that required additional information before approval
- Processed authorization request for in/outpatient surgery
- Posted surgeries with the hospital
- Collection of surgery co-payments.
Unit Secretary/Main OR
Memorial Hermann hospital
08.2008 - 11.2014
- Answer phones and announce when patients were coming out of surgery
- Updated families on patient status in the recovery room
- Entered physician’s orders in patient’s charts
- Kept record of all patients that entered the recovery room
- Transported patients to and from surgery
- Prepped next day surgery charts
- Managed surgery schedule
- Responsible for specimen pick up and drop off to the laboratory
- Made arrangements for patient transportation post-surgery
- Placed all departmental supply orders.
Education
GED -
Houston Community College
Houston, TX 05.2005 - 07.2005
Skills
Report preparation
Sales expertise
Complaint resolution
Staff education and training
Account management
Stocking and replenishing
Creative problem solving
Service standard compliance
Multi-line phone talent
Recordkeeping strengths
Administrative support
Training development aptitude
Professional telephone demeanor
Timeline
Customer Service Rep III
Memorial Hermann
10.2017 - Current
Patient Access Representative
UT Physicians
11.2014 - 08.2017
Unit Secretary/Main OR
Memorial Hermann hospital
08.2008 - 11.2014
GED -
Houston Community College
05.2005 - 07.2005