Rachel Casado
Summary
Experienced Customer Service Representative with Almost 5 Years of experience working in busy, fast-paced call center. Compassionate, Empathetic, Hard Working, Organized and a Team Player. Committed to providing prompt, quick and accurate service to large volume of incoming calls.
Overview
6
6
years of professional experience
Work History
Call Center Customer Service Representative
Eye Health Vision
11.2019 - Current
- Help large volume of customers every day with positive attitude and focus on customer satisfaction.
- Actively listen to customers, handled concerns quickly and escalated major issues to supervisor.
- Document and detail calls and complaints using call center's Imedicware database.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Responded to customer calls and emails to answer questions about Their Vision Needs
- Escalate complicated customer account issues to supervisors if needed.
- Perform various clerical duties by creating customer databases.
- Investigate and resolve customer inquiries quickly.
Medical Assistant
Independence Eye Associates
11.2017 - 11.2019
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Obtained client medical history, medication information, symptoms, and allergies.
- Performed medical records management, including scanning documents.
- Documented health history for patients in clinic.
- Scheduled appointments and registered patients.
- Assisted physicians with sterilizing instruments.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Taught patients about medications, procedures, and care plan instructions prior to having Cataract Surgery.
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment.
- Obtained and documented patient medical history and current complaints at intake.
- Answered telephone calls to offer office information, answer questions, direct calls to staff, Verified patient insurance coverage and collected required co-payments.
Medical Assistant
Easton Eye Associates
03.2017 - 11.2017
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Obtained client medical history, medication information, symptoms, and allergies.
- Performed medical records management, including filing, organizing and scanning documents.
- Called and faxed pharmacies to submit prescriptions and refills.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Taught patients about medications, procedures, and care plan instructions prior to Surgeries.
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment.
- Explained procedures to patients to reduce anxieties and increase patient cooperation.
- Helped improve patient outcomes by educating and advising on relevant treatments and care.
Skills
- Documenting Calls
- Call Controlling
- Eligibility Determinations
- Understanding Customer Needs
- Policy and Procedure Adherence
- Customer Data Confidentiality
- Directing Calls
- High-Volume Environments
- Good Listening Skills
- Good Judgment
- Correcting Discrepancies
Timeline
Call Center Customer Service Representative
Eye Health Vision
11.2019 - Current
Medical Assistant
Independence Eye Associates
11.2017 - 11.2019
Medical Assistant
Easton Eye Associates
03.2017 - 11.2017
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