Paula Rios
Boulder City,NV
Summary
At Southwest Medical Supplies, I excelled as a Lead Customer Service Representative, adeptly managing calls with empathy and efficiency. My expertise in customer service and complaint resolution transformed challenging interactions into positive outcomes, significantly enhancing patient satisfaction. I also played a key role in mentoring new staff, emphasizing the importance of meticulous recordkeeping and adherence to HIPAA and insurance guidelines.
Professional healthcare communicator with solid background in managing patient interactions and resolving medical inquiries. Known for collaborative approach and consistently achieving high satisfaction ratings. Adaptable and reliable, with strong skills in active listening and problem-solving.
Overview
11
11
years of professional experience
Work History
Lead Customer Service Representative
Southwest Medical Supplies
12.2013 - Current
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions for there medical needs.
- Promptly responded to inquiries and requests from hospitals and doctors offices. Call patients to complete orders that have been ordered by the patients referral source.
- Maintained accurate records of customer interactions, ensuring proper documentation within the Insurance guidelines. Assess and fulfill callers' needs for what is needed for the month according to policies and procedures for reimbursement.
- Expedite 40 calls a day and process orders and direct patients to the correct department or resource.
- Deliver exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Advise patients of there copay amount and collect for processing to apply towards there annular deductible.
- Trained, oversaw, and mentored new team members for my team for medical supplies while maintaining HIPPA laws and Insurance guidelines.
Education
High School Diploma -
Bishop Amat High School
La Puente, CA06-1984
Skills
- Customer Service skills
- Senior leadership support
- Complaint resolution
- Service standard compliance
- Account updating
- Coordination
- Filing
- Follow-up skills
- Recordkeeping strengths
- Customer communications
Timeline
Lead Customer Service Representative
Southwest Medical Supplies
12.2013 - Current
High School Diploma -
Bishop Amat High School
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