Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Paulina Alejandra Leija

Laredo

Summary

Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Shipping and Receiving Clerk

JAMCO Group
08.2023 - Current
  • Used pallet jacks and dollies to load and unloaded goods from trucks and containers.
  • Received incoming shipments, compared contents against associated records and transmitted to proper department.
  • Reviewed order data to verify transactions and shipping dates.
  • Completed basic mathematical calculations to check weights and dimensions of shipments.
  • Create warehouse shipping file and input shipping data (carrier, trailer number, seal number, bundles, crossing date, etc.)
  • Assign a shipping control number
  • Include all receiving controls that are planned to be shipped
  • Finalize shipping process and send all back-up documents to Accounting Department.
  • Warehouse staff delivers inventory report (and applicable notes) to Shipping/Receiving Dept
  • Create and send to customer OS&D Report if applicable
  • Finalize receiving report and send report to customer
  • Scan file documents into server
  • Transfer data into Aduasis
  • Pass file to Southbound Traffic staff
  • Inventory received from warehouse or freight bill;
  • Open reference Trade point to obtain a reference number. Complete input of general information (description of cargo, shipper, trailer number, bill of lading, etc.)
  • Assign a receiving number in AS400 WMS
  • Print general identification labels
  • Conducted counts and audits of inventories to identify and resolve discrepancies in records.
  • Processed invoices and order forms for goods received and shipped for proof of transactions.
  • Communicated with vendors and suppliers to verify timely delivery of goods.
  • Monitored scheduled shipment dates to achieve timely delivery, expediting as necessary, and communicating variances to customers.
  • Handled high-volume paperwork and collaborated with administrators to resolve invoicing and shipping problems.
  • Verified transactions, product orders and shipping dates and entered information into databases and reports.
  • Collaborated with internal departments to verify customer satisfaction and order accuracy.
  • Inspected merchandise and sent damaged pieces for repair before shipment.
  • Analyzed data to prepare reports and identify process improvements.
  • Verified orders by comparing names and quantity of items packaged with shipping documents.

ROI Medical Records Specialist

VRC @ Doctors Hospital Of Laredo
12.2018 - 01.2023
  • As and ROI specialist I am responsible for variety of daily tasks
  • Provide excellent customer service to walk in patients arriving to our facility to obtain medical records
  • Have knowledge of HIPAA regulations as well as Texas law regarding the requirements and process of releasing medical records
  • Having knowledge of the proper legal fees we are able to charge for process of medical records
  • Inform patients of legal procedure requirements and fees in order to obtain medical records
  • Receive and inspect daily mail from insurances, physicians requests, legal requests from attorneys or board of nursing and doctors
  • Process daily medical records requests from physicians or any continuation of care facility received via fax, in person or mail
  • Process daily medical records requests following rules and guidelines from attorneys, CPS workers, military, attorney generals, district attorneys, police officers, border and protection agencies, and investigators
  • Process daily medical records requests by following rules and guidelines from insurance companies such as BCBS & Cigna
  • Prepare and notarize affidavits for distinct clients such as attorneys and law enforcement
  • Prepare paper and digital medical records
  • Knowledge in SMS, Cerner, Availability, DM, Microfilm, and other programs needed in order to efficiently prepare and release medical records
  • Answer walk in patients questions as well as answering a constant incoming call phone daily
  • Experienced in working under constant pressure, fast paced environment and multi tasking.
  • Processed medical records requests from outside providers according to facility, state, and federal law.
  • Maintained patient records in compliance with security regulations.
  • Assisted in preparation of medical records to release to other medical facilities requesting for patient history and information.
  • Supported medical staff by providing organized and accurate medical records.
  • Maintained confidentiality of all medical records and sensitive information to comply with HIPAA regulations.
  • Scanned medical records in digital format for easy retrieval and accessibility.
  • Maintained patient confidence by keeping patient records information confidential.
  • Maintained patient records systems by archiving, scanning and indexing important documents and files.
  • Reviewed charts and flagged incomplete or inaccurate information.
  • Uploaded physician progress notes, history, and physicals into electronic medical records.
  • Obtained necessary signatures on information release forms to obtain medical and treatment records from other service providers.
  • Printed and photocopied documents to provide patients with copies of medical records.
  • Developed and maintained organized filing system for medical records to adhere to HIPAA regulations.
  • Responded to patient inquiries to provide information and details of medical records.
  • Analyzed complex medical records to identify discrepancies in accuracy and completeness.
  • Identified new methods to optimize medical records management.
  • Utilized electronic medical record systems to store, retrieve and process patient data.
  • Input data into computer programs and filing systems.
  • Communicated effectively with staff, patients, and insurance companies by email and telephone.
  • Followed up with medical staff regarding missing information in patient records.
  • Verified accuracy of patient information in medical records.
  • Scanned and uploaded medical records into electronic medical records system.
  • Maintained accuracy, completeness, and security for medical records and health information.
  • Tracked and monitored requests for medical records release.
  • Reviewed medical records for completeness and filed records in alphabetic and numeric order.
  • Followed exact procedures for handling transfers and other releases of medical records.
  • Transcribed and entered patient medical information into electronic medical records systems.
  • Sorted and distributed incoming and outgoing medical records.
  • Assisted in preparation of medical reports for external parties.
  • Assisted in training new staff on medical record processing and filing procedures.
  • Processed and tracked requests for medical records from external organizations.
  • Researched and resolved medical record discrepancies.
  • Kept accurate log of requests for medical information and records.

Compliance Auditor

EXL
01.2016 - 01.2018
  • Calculate weight, volume, or cost of goods to be moved
  • Complete shipping documentation, such as including bills of lading, packing lists, dock receipts, and certificates of origin
  • Keep records of goods dispatched or received
  • Verify proper packaging and labeling of exported goods
  • Verify adherence of documentation to customs, insurance, or regulatory requirements
  • Clear goods through customs, arranging for applicable duties and taxes
  • Complete customs paperwork
  • Make arrangements with customs brokers to facilitate the passage of goods through customs
  • Provide detailed port information to importers or exporters
  • Provide shipment status notification to exporters, consignees, or insurers
  • Arrange for transport, using a variety of modes, such as rail, short sea shipping, air, or roadways, to minimize carbon emissions or other environmental impacts
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
  • Check to ensure that appropriate changes were made to resolve customers' problems
  • Refer unresolved customer grievances to designated departments for further investigation
  • Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments.
  • Performed over [Number] compliance audits per month.
  • Analyzed all audit results and resolved all compliance issues.
  • Prepared reports for templates and maintained compliance database.
  • Participated in various training and development programs.
  • Prepared working papers, reports and supporting documentation for audit findings.
  • Trained new employees on accounting principles and company procedures.
  • Collaborated with accounting manager to comply with governing bodies and limit regulatory risks.
  • Partnered with auditors to track errors and add contributions to maintain accuracy.
  • Collected and reported monthly expense variances and explanations.

ER Clerk

LAREDO MEDICAL CENTER
01.2013 - 01.2016
  • Protect the security of medical records to ensure that confidentiality is maintained
  • Review records for completeness, accuracy, and compliance with regulations
  • Retrieve patient medical records for physicians, technicians, or other medical personnel
  • Enter data, such as demographic characteristics, history and extent of disease, diagnostic procedures, or treatment into computer
  • Compile and maintain patients' medical records to document condition and treatment and to provide data for research or cost control and care improvement efforts
  • Process and prepare business or government forms
  • Process patient admission or discharge documents
  • Post medical insurance billings
  • Contact customers to obtain or relay account information
  • Answer mail or telephone inquiries regarding rates, routing, or procedures.
  • Used electronic systems to enter provider orders and retrieve test results.
  • Facilitated patient prescriptions, new prescriptions, refills and pre-authorizations.
  • Facilitated collection of outside medical records and x-rays and indexed paperwork for scanning processes.
  • Processed insurance approval forms for scheduled procedures and office visits.
  • Utilized multiple PC applications throughout day.
  • Analyzed accounts for various requests and accounted resolution.
  • Processed payment files and analyzed audit reports.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.

Customer Service Representative

Concentrix
01.2012 - 12.2013
  • Was part of the, team for the New England region
  • In charged of answering patients technical, billing and sales questions
  • Resolve with efficiency patients technical questions regarding any issues with their tv cable equipment
  • Resolve patients questions about bundle prices and what they are paying for
  • Aim to include new sales and get customers to bundle up their plans.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Provided primary customer support to internal and external customers.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Tracked customer service cases and updated service software with customer information.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered prompt service to prioritize customer needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Promptly responded to inquiries and requests from prospective customers.
  • Trained new personnel regarding company operations, policies and services.
  • Sought ways to improve processes and services provided.
  • Promoted available products and services to customers during service, account management, and order calls.
  • Managed timely and effective replacement of damaged or missing products.
  • Cross-trained and provided backup support for organizational leadership.
  • Enhanced productivity levels by anticipating needs and delivering outstanding support.
  • Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
  • Developed and updated databases to handle customer data.

Customer Service Representative

Jcpenny
01.2011 - 01.2012
  • Keep records of customer interactions or transactions, recording details of inquiries, complaints, orcomments, as well as actions taken
  • Resolve customers' service or billing complaints by performing activities such as exchangingmerchandise, refunding money, or adjusting bills
  • Refer unresolved customer grievances to designated departments for further investigation
  • Supervise others and provide on-the-job training
  • Sort, count, and wrap currency and coins
  • Assist with duties in other areas of the store, such as monitoring fitting rooms or bagging and carryingout customers' items
  • Count money in cash drawers at the beginning of shifts to ensure that amounts are correct and thatthere isadequate change
  • Stock shelves, and mark prices on shelves and items
  • Maintain clean and orderly checkout areas and complete other general cleaning duties, such as moppingfloors and emptying trash cans
  • Answer customers' questions, and provide information on procedures or policies
  • Greet customers entering establishments
  • Establish or identify prices of goods, services or admission, and tabulate bills using calculators, cashregisters, or optical price scanners
  • Issue receipts, refunds, credits, or change due to customers
  • Assist customers by providing information and resolving their complaints
  • Receive payment by cash, check, credit cards, vouchers, or automatic debits.

Education

Associate of Science - Vocational Nursing

Laredo College
08.2024

Associate of Science -

Laredo College
Laredo, TX
05.2023

High School Diploma -

Hector J Garcia Early College High School
Laredo, TX
07.2013

Skills

  • Microsoft Office
  • EMR Systems
  • Bilingual
  • My typing ability is currently at 80 words per minute
  • I am proficient in any Office programs such as word, excel, power point, etc as well as proficient with
  • Both programs such as
  • Windows and Mac
  • Have 7 years experience in customer services am a very outgoing, patient, dedicated, responsible
  • Hard working, and a
  • Fast learner with an ecstatic personality
  • Report Preparation
  • Staff Training
  • Stocking and Replenishing
  • Senior Leadership Support
  • Microsoft Excel
  • Microsoft Word
  • Report Creation
  • Microsoft PowerPoint
  • Customer Relations
  • Active Listening
  • Retail Sales Customer Service
  • Customer Relationship Management
  • Warehousing Functions
  • Multi-Line Phone Talent
  • CRM Software
  • Administrative Support
  • Reading Comprehension
  • Data Evaluation
  • Product Organization
  • Computer Proficiency
  • Shipping and Receiving Understanding
  • Critical Thinking
  • Compliance Management
  • Project Coordination
  • Patient Health Information Access
  • Witness Testimony
  • HIPAA and Confidentiality Compliance
  • Payment Processing
  • Witness Testimony
  • Industry Trend Assessments

Certification

  • First Aid/CPR Certified
  • CNP - Certified Notary Public
  • HIPAA Certification
  • OSHA Certification

Languages

English
Native or Bilingual
Spanish
Native or Bilingual

Timeline

Shipping and Receiving Clerk

JAMCO Group
08.2023 - Current

ROI Medical Records Specialist

VRC @ Doctors Hospital Of Laredo
12.2018 - 01.2023

Compliance Auditor

EXL
01.2016 - 01.2018

ER Clerk

LAREDO MEDICAL CENTER
01.2013 - 01.2016

Customer Service Representative

Concentrix
01.2012 - 12.2013

Customer Service Representative

Jcpenny
01.2011 - 01.2012

Associate of Science - Vocational Nursing

Laredo College

Associate of Science -

Laredo College

High School Diploma -

Hector J Garcia Early College High School

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Paulina Alejandra Leija