Rina Pena
The Bronx,NY
Summary
Personable and dedicated Customer Service Representative with extensive experience in the healthcare industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses. Experienced in fast-paced environments and adaptable to last-minute changes. Thrives under pressure and consistently earns high marks for work quality and speed.
Overview
17
17
years of professional experience
Work History
Phlebotomist
Allergy, Asthma & Immunology
New York, NY
02.2024 - 06.2024
- Performed venipuncture and other blood collection procedures according to established standards.
- Maintained a clean, safe, and organized work environment.
- Verified patient information prior to specimen collection.
- Provided assistance to clinical staff during patient visits.
- Collected specimens from pediatric, adult, geriatric patients.
- Documented patient information into electronic medical records system.
- Adhered to HIPAA guidelines regarding patient privacy.
- Provided excellent customer service while interacting with patients.
- Maintained accurate records of collected specimens and test results.
- Obtained blood samples for medical testing and transfusion through venipuncture or capillary puncture.
Program Coordinator
Centene
St. Louis, MO
04.2022 - 12.2023
- Reviewed medical records to ensure accuracy of required information needed for pre-authorization requests.
- Verified patient eligibility for insurance coverage by contacting insurance carriers and obtaining the necessary authorization numbers.
- Developed effective working relationships with team members across multiple departments.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Maintained records of customer interactions, transactions, comments, and complaints.
- Assisted customers with navigating the company's website to locate desired information or items for purchase.
- Utilized knowledge base to answer inquiries from customers quickly and effectively.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
Customer Service Representative
American Water
Scranton, PA
09.2020 - 08.2021
- Managed high volumes of inbound and outbound calls in fast-paced environment.
- Reviewed files, records and other obtained documents to respond to customer requests.
- Notified customers of delinquent accounts with attempt to collect outstanding amounts.
- Remained calm, stayed professional and provided exceptional service on calls, even when interacting with difficult individuals.
- Received payment and posted to appropriate customer accounts.
Social Service Administrative Secretary
Mary Manning Walsh Home
New York, NY
01.2007 - 01.2020
- Daily function tasks consist of:
- Responsible for facilitating communication from In-house to outside facilities
- Prepare hospitalization transfer
- Obtain approvals from Medicare/Medicaid
- Data Entry
- Verify and submit daily census to finance
- Maintain a list of residents whom are able to be interviewed for DOH surveyor
- Enter referrals into the hospital referral system portal
- Input residents update onto Sigma
- Update and notify clinical departments of room changes, transfers, returns from the hospital, discharges and deaths
- Fill in for the Admissions department when needed
- Answer and screen telephone calls, take accurate information and refer to appropriate departments
- Responsible for making arrangements for transportation and escorts for outside appointments and services
- Conduct discharge interviews (Facility surveys)
- Create, Update and distribute daily of any resident discharge
- Prepare new admissions initial charts and remove charts upon discharge and file in appropriate designated location.
Education
Nursing Practice
BMCC
The Bronx, NY07.2011
GED -
Newtown High School
Corona, NY03.2006
Skills
- Experienced in Microsoft Word Programs (Excel, Power Point)
- Medical Billing Software (Medisoft)
- Billing, Verification of Insurance and Referrals prior to appointment, copay, collections, coding & posting of claims
- Billing, Verification of Insurance and Referrals prior to appointment, copay, collections, coding & posting of claims
- Certify EKG & Phlebotomy Technician
- Able to type 65WPM
- Bilingual (Eglish/Spanish) able to read, write and speak
- Switchboard operator
- General office skills (faxing, copying, Data Entry)
- EPIC/HHA exchange /HCS / SigmaCare
- Experienced with the elderly population
- Venipuncture
- Data Entry
- Infection Control
- Paperwork Processing
- Medical Records Maintenance
- HIPAA
- Blood collection
- Medical terminology knowledge
- Patient support
- Anatomy and physiology
- Patient Care
- Therapeutic phlebotomy
- Quality Control
- HIPAA Compliance
- Sanitation and sterilization
Languages
Spanish
Native/ Bilingual
Timeline
Phlebotomist
Allergy, Asthma & Immunology
02.2024 - 06.2024
Program Coordinator
Centene
04.2022 - 12.2023
Customer Service Representative
American Water
09.2020 - 08.2021
Social Service Administrative Secretary
Mary Manning Walsh Home
01.2007 - 01.2020
Nursing Practice
BMCC
GED -
Newtown High School
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