Rickelle Duran

• Managed inbound and outbound customer service calls, ensuring high-quality support.
• Analyzed member eligibility for prescription benefits in accordance with plan provisions.
• Investigated complaints regarding eligibility determinations or denials..
• Evaluated changes in policies or procedures that impact the delivery of prescription drug services.
• Maintained confidential patient documentation to prevent data compromise and comply with HIPAA regulations.
• Updated system with order specifics and customer details, preferences, and billing information.
• Provided technical support for customers who experienced difficulty using the company's website or mobile applications.
• Participated in weekly team meetings to discuss targets, achievements, and customer service metrics
• Utilized various software programs such as Microsoft Office Suite and proprietary claim system applications
• Provided accurate, valid, and complete information to customers.
• De-escalated customer issues with proven conflict mediation and problem-solving abilities.
• Surpassed quality target by working through scripted response plans and applying personal knowledge base to resolve concerns.

Supervise and monitor the safety of children while parents are working out.

• Organize and participate in recreational activities, such as games and arts and crafts.
• Organize and neatly store toys and materials.
• Sanitize toys, play equipment and complete the daily cleaning checklist.
• Ensure that all necessary paperwork is completed, as needed - liability waivers, etc.
• Oversee Signing-In and Out of children with respective parent for each camp.

Made outbound calls and processed monetary donations. Representing police, veterans, and breast cancer charities for non-profit organizations.

• Consistently met daily, weekly, monthly call quotas set forth by management team
• Communicated effectively with clientele to maintain customer satisfaction and loyalty.
• Initiated outbound calls to prospective clients using scripts.
• Participated in weekly team meetings to discuss performance metrics and improvement ideas.

• Assisted physicians with patient care by taking vital signs, patient histories and preparing patients for examinations.
• Interviewed and engaged patients to obtain medical history, chief complaints and vital signs.
• Collected samples from patients for laboratory testing purposes.
• Administered injections, medications and treatments as directed by the physician.
• Performed basic laboratory tests such as urinalysis and blood glucose levels under direct supervision of a physician.
• Prepared laboratory specimens for analysis and organized lab results for review by the physician.
• Provided assistance to physicians in performing minor surgical procedures.
• Documented notes during patient visits.
• Ensured the cleanliness, sanitation, and maintenance of the facility, exam rooms and equipment.
• Kept examination room clean, stocked with necessary supplies and prepared for incoming patients.
• Efficiently handled administrative duties (e.g., answering phones, scheduling appointments, maintaining medical records, processing patients, billing and bookkeeping). And managed patient flow while greeting visitors in a professional manner.
• Adhered to HIPAA regulations regarding safeguarding confidential patient information at all times.
• Incorporated outside records into charts and EHR.
• Arranged transfers and referrals to other physicians, and hospitals.
• Reacted calmly and effectively in emergency situations, added empathy and a caring touch that put patients at ease.
• Participated in team meetings to improve workflows and contribute to improving patient population outcomes.

• Assisted physicians with patient care by taking vital signs, patient histories and preparing patients for examinations.
• Performed basic laboratory tests such as urinalysis and blood glucose levels under direct supervision of a physician or registered nurse.
• Collected samples from patients for laboratory testing purposes.
• Prepared laboratory specimens for analysis and organized lab results for review by the physician.
• Administered injections, medications and treatments as directed by the physician.
• Provided assistance to medical staff in performing minor surgical procedures.
• Positioned patients properly during examination or treatment for comfort and safety.
• Assisted with pre-operative preparation of patients including providing instruction about post-operative care plans.
• Relayed messages from patients to physicians about concerns, condition updates or refill requests to facilitate treatment.
• Adhered to HIPAA regulations regarding safeguarding confidential patient information at all times.
• Prepared treatment rooms for patient examinations.
• Kept examination rooms clean, stocked with necessary supplies and prepared for incoming patients.
• Ensured that all instruments used during exams were cleaned and sanitized properly after each use according to established protocols.

• Provided a safe, nurturing and stimulating environment for children to learn and grow.
• Maintained a clean and organized play area.
• Ensured all children had good hygiene including changing diapers as necessary.
• Instructed children on good sanitary habits when washing hands, using bathroom or eating.
• Engaged in creative play activities that promoted language development, physical activity and problem solving skills.
• Encouraged positive interactions between children by providing supervision at all times.
• Prepared meals, snacks and refreshments for children according to dietary needs and restrictions.
• Kept records of daily observations and information about activities, meals served and medications administered.
• Developed positive relationships with families by communicating regularly about their child's development, behaviors and upcoming events.
• Assisted children in development of social, communication and problem-solving skills.
• Used positive reinforcement and behavior modeling to instill discipline in children.
• Worked collaboratively with co-workers to ensure safety of all the children in care.

• Communicated regularly with customers to gain insights into their needs.
• Established processes for monitoring customer satisfaction levels.
• Organized training sessions for new hires to familiarize them with the workplace environment.
• Maintained accurate records of sales transactions using point-of-sale systems.
• Created reports on sales trends, inventory levels, and financial data.
• Supervised daily operations including scheduling shifts, assigning duties.
• Maintained up-to-date knowledge of company products and services.
• Collaborated with management on developing strategic plans for achieving business goals.
• Ensured compliance with safety regulations and company policies.
• Completed thorough opening, closing, and shift change functions to maintain operational standards each day.

• Answered inbound calls, chats and emails to facilitate customer service.
• Answered customer inquiries and provided accurate information regarding products and services.
• Informed customers about billing procedures, processed payments, and provided payment option setup assistance.
• Provided excellent customer service to resolve customer complaints in a timely manner.
• Resolved customer complaints promptly and efficiently.
• Maintained detailed records of customer interactions, transactions and comments for future reference.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.

• Communicated regularly with customers to gain insights into their needs.
• Organized training sessions for new hires to familiarize them with the workplace environment.
• Maintained accurate records of sales transactions using point-of-sale systems.
• Maintained up-to-date knowledge of company products and services.
• Supervised daily operations including scheduling shifts, assigning duties.
• Created reports on sales trends, inventory levels, and financial data.
• Maintained displays and visual presentation.
• Executed window changes and weekly floor set.
• Oversaw promotional planning each week.
• Coached and trained sales associates
• Ensured a smooth and efficient work environment.