Paola Ibanez-Mercado
West Palm Beach
Summary
Experienced in customer service and administrative support, with a background in managing patient interactions and scheduling appointments. Demonstrated ability to monitor call queues and prioritize urgent inquiries, ensuring timely resolution of customer complaints. Maintained accurate records of customer interactions and transactions, contributing to improved service delivery. Proficient in CRM software and EHR systems, facilitating effective communication and data management.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Call Center Representative
Scheduling
West Palm Beach
2024.09 - Current
- Participated in daily huddles with team members in order to discuss common goals and objectives.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
- Maintained accurate records of customer interactions for future reference.
- Identified opportunities to upsell additional products or services when appropriate.
- Maintained records of customer interactions, transactions, comments and complaints.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
Medical Front Desk Receptionist
Interventional pain physicians of south florida
West Palm Beach
2022.02 - 2024.09
- Welcomes patients and visitors in person or on the telephone, and answering or referring inquiries.
- Scheduling appointments, and maintaining records and accounts.
- Checking insurances
- Taking copay payment and self pay payment
- Check in and out
- Post payment in ECW
- Make telephone conference and depo appointments
- Checking availity for referrals
Manager
Macy's
West Palm Beach
2018.02 - 2021.12
- Coached, mentored and trained team members in order to improve their job performance.
- Ensured compliance with industry regulations and company policies.
- Provided leadership during times of organizational change or crisis situations.
Education
High school diploma -
Santaluces Community High School
Skills
- Experience interacting with diverse team of different ages and cultures
- Self-motivated
- Goal oriented
- Flexibility
- Eagerness to accept challenges
- Resolve problems
- Attentive
- Positive
- Respectful
- Tactful personality
- Medical receptionist
- Insurance Verification
- Office experience
- CRM software
- Computer skills
- Communication skills
- Typing
- EClinicalWorks
- Customer support
- Time management
- EHR systems
- Patient care
- HIPAA
- Call routing
- Customer service
- Record keeping
- Data entry
- Problem solving
- Leadership skills
- Scheduling appointments
- Insurance verification
- Payment processing
- [Spanish] fluency
Certification
- Certified Medical Assistant
- Driver's License
- CPR Certification
Timeline
Call Center Representative
Scheduling
2024.09 - Current
Medical Front Desk Receptionist
Interventional pain physicians of south florida
2022.02 - 2024.09
Manager
Macy's
2018.02 - 2021.12
High school diploma -
Santaluces Community High School