Summary
Overview
Work History
Education
Skills
Timeline
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Renea Maldonado

Gallup,NM

Summary

Adept at medical insurance verifacation and patient communication, I enhanced billing accuracy and customer satisfaction at Gallup Indian Medical Center. My compassionate approach and proficiency in HIPAA compliance fostered trust and respect among diverse patient populations. Skilled in Electronic Health Records Management, I consistently prioritize patient confidentiality and care coordination.

Overview

19
19
years of professional experience

Work History

Medical Support Assistant

Gallup Indian Medical Center
05.2016 - Current
  • Provided backup support to office staff by completing billing and filing tasks, answering phones and scheduling appointments.
  • Reduced billing errors by diligently verifying insurance coverage and obtaining necessary authorizations prior to procedures.
  • Provided exceptional customer service to patients from diverse backgrounds, fostering an inclusive environment that promoted trust and respect.
  • Used RPMS to maintain and record patient data and generate reports.
  • Enhanced office workflow for medical staff by maintaining accurate records and timely data entry.
  • Maintained strict confidentiality, adhering to HIPAA regulations while handling sensitive patient information.
  • Interviewed patients to verify and update clinical and demographic records.
  • Performed medical records management, including filing, organizing and scanning documents.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.

Health Assistant

Miyamura High School
09.2014 - 05.2016
  • Reduced the incidence of preventable complications by assisting with routine health screenings and assessments.
  • Maintained clean environment with due consideration to health and safety issues and infection control policy.
  • Engaged with patients to provide critical information.
  • Compiled and maintained patient medical records to keep information complete and up-to-date.
  • Provided emotional support to patients and families, fostering a more comfortable healthcare environment.
  • Maintained an organized supply inventory system, reducing waste while ensuring adequate stock levels for necessary supplies.
  • Provided excellent customer service to patients and school staff.
  • Participated in ongoing training sessions, staying current with best practices in health care assistance.
  • Administered medication under supervision, ensuring adherence to healthcare plans and contributing to patient recovery.
  • Skilled at working independently and collaboratively in a team environment.

Customer Service Representative

Kohls Department Store
10.2013 - 06.2014
  • Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
  • Delivered prompt service to prioritize customer needs.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Implemented rewards program that encouraged repeat business and strengthened customer relationships.
  • Skilled at working independently and collaboratively in a team environment.
  • Excellent communication skills, both verbal and written.
  • Worked well in a team setting, providing support and guidance.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked flexible hours across night, weekend, and holiday shifts.

Client Reservation Specialist

Rolf Lohse
02.2013 - 08.2013
  • Enhanced customer satisfaction by efficiently managing reservation inquiries and bookings.
  • Coordinated bookings for up to 20 hairstylist's.
  • Displayed excellent problem-solving skills when addressing complex booking situations or guest concerns, enhancing overall customer satisfaction levels.
  • Provided exceptional customer service throughout the entire booking process, leading to positive reviews and referrals.
  • Managed high call volumes while maintaining a professional demeanor and accurate recordkeeping.
  • Provided high level of customer service to each person by engaging customer and using active listening and effective interpersonal skills.
  • Provided customers with information about availability and pricing.
  • Worked closely with front desk to achieve full occupancy of salon's.
  • Improved customer satisfaction by promptly addressing inquiries and providing accurate information regarding reservations, cancellations, and modifications.
  • Monitored customer reviews and feedback to maintain satisfaction and provide superior customer service.

Customer Advocate

Blue Cross Blue Shield of New Mexico
10.2012 - 01.2013
  • Listened to customers in actively to assess issues and provide accurate information.
  • Documented customer concerns and inquiry resolutions in internal computer system.
  • Conducted thorough research to provide accurate information and resolve complex issues for customers.
  • Collaborated with team members to ensure consistent high-quality service delivery across the organization.
  • Maintained comprehensive records of all client interactions, allowing for efficient follow-up and enhanced overall service quality.
  • Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
  • Delivered prompt service to prioritize customer needs when calling in about their insurance benefits.
  • Educated customers about billing, payment processing and support policies and procedures.

Call Center Sales Representative

Steam Global Services
01.2012 - 09.2012
  • Increased customer satisfaction by efficiently handling inbound and outbound sales calls.
  • Managed escalated calls professionally, resolving complex issues effectively while maintaining rapport with callers.
  • Utilized CRM systems proficiently to track customer interactions, ensuring accurate records for future reference and followups.
  • Retained existing customers by addressing concerns promptly and offering personalized solutions to meet their needs.
  • Strengthened customer loyalty through empathetic listening and understanding individual requirements.
  • Reduced average call times by quickly addressing customer inquiries and resolving issues proactively.

Food Service Secretary

Gallup McKinley County School District
08.2009 - 03.2011
  • Managed filing system, entered data and completed other clerical tasks.
  • Maintained electronic filing systems and categorized documents.
  • Provided clerical support to company employees by copying, faxing, and filing documents.
  • Performed cash and check transactions to complete student lunch purchases.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Handled cash with high accuracy and took care to check bills for fraud.
  • Learned duties for various positions and provided backup at key times.
  • Built relationships with the student's and staff members to encourage repeat business.

Sr Account Manager

Discover Finacial Services
01.2008 - 04.2009
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Delivered prompt service to prioritize customer needs.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Identified upselling opportunities to increase revenue generation.

Dental Receptionist

a Gentle Smile Dental
08.2007 - 12.2007
  • Increased office efficiency with meticulous record-keeping of patient information, treatment plans, and payment history.
  • Provided excellent customer service by promptly addressing patient inquiries via phone, email, or in-person interactions.
  • Processed medical insurance claims and payments.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Understood dental terminology and insurance breakdowns to communicate with external stakeholders.
  • Greeted visitors and patients to determine needs, check appointments, and direct accordingly.
  • Prepared insurance claim forms, explained benefits, and outlined pricing details for procedures and services.
  • Helped patients complete necessary medical forms and documentation.
  • Cleaned and sanitized dental tools and equipment, straightened treatment rooms, and restocked supplies to prep for next patient and maintain health and safety practices.
  • Recorded patients' health histories, documented current symptoms, and pulled up records from prior visits for dentists to view and evaluate.
  • Maintained a clean and sterile work environment to prevent cross-contamination and infection.
  • Performed x-rays safely while adhering to radiation safety guidelines, ensuring high-quality diagnostic images for dentists'' evaluations.
  • Prepared patient x-rays and images for dentist review.
  • Handled administrative tasks such as billing, insurance claims processing, and appointment confirmation calls to support office operations efficiently.
  • Assisted dentists with complex procedures, ensuring optimal patient care and treatment outcomes.
  • Increased patient retention by building rapport through excellent communication skills and a friendly demeanor.
  • Prepared instruments and equipment for use in dental procedures, ensuring their availability when needed.

Lunch Cashier

Gallup McKinley County School District
10.2005 - 08.2006
  • Operated cash register to record transactions accurately and efficiently.
  • Operated cash register for cash and check transactions with excellent accuracy levels.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Maintained a balanced cash drawer, ensuring accurate accounting at the end of each shift.
  • Assisted customers with inquiries and provided exceptional service, resulting in positive feedback from shoppers.
  • Restocked and organized merchandise in front lanes.
  • Handled cash with high accuracy and took care to check bills for fraud.
  • Built relationships with students and staff members to encourage repeat business.
  • Performed cash, and check transactions to complete student and staff purchases.

Education

No Degree - Nursing Assistant

Central New Mexico Community College
Albuquerque, NM
10-2011

No Degree - Dental Assistant

Pima Medical Institute
Mesa, AZ
09-2007

High School Diploma -

Gallup High School
Gallup, NM
05-2005

Skills

  • Detail Oriented
  • Medical coding familiarity
  • Medical record assessment
  • HIPAA Compliance Knowledge
  • Patient Communication
  • Adaptable to change
  • Insurance Verification
  • Patient Care Coordination
  • Patient Confidentiality Maintenance
  • Patient Records Maintenance
  • Medical office administration
  • Electronic Health Records Management
  • Professionalism in Healthcare
  • Medical terminology proficiency
  • Customer Service
  • Reliable team player
  • Direct Patient Care
  • HIPAA Compliance
  • Patient-focused care
  • Compassionate
  • Maintaining confidentiality
  • Electronic Health Records
  • CPR
  • Patient Assessments
  • Electronic Medical Records
  • Data Entry
  • Medical Terminology
  • Valid NM driver's license
  • First Aid
  • Complex Problem-Solving
  • Payment Collection
  • Medical terminology knowledge
  • Fluent in Navajo
  • Medical Records Management

Timeline

Medical Support Assistant

Gallup Indian Medical Center
05.2016 - Current

Health Assistant

Miyamura High School
09.2014 - 05.2016

Customer Service Representative

Kohls Department Store
10.2013 - 06.2014

Client Reservation Specialist

Rolf Lohse
02.2013 - 08.2013

Customer Advocate

Blue Cross Blue Shield of New Mexico
10.2012 - 01.2013

Call Center Sales Representative

Steam Global Services
01.2012 - 09.2012

Food Service Secretary

Gallup McKinley County School District
08.2009 - 03.2011

Sr Account Manager

Discover Finacial Services
01.2008 - 04.2009

Dental Receptionist

a Gentle Smile Dental
08.2007 - 12.2007

Lunch Cashier

Gallup McKinley County School District
10.2005 - 08.2006

No Degree - Nursing Assistant

Central New Mexico Community College

No Degree - Dental Assistant

Pima Medical Institute

High School Diploma -

Gallup High School

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Renea Maldonado