Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Ronda Colis

Phoenix,AZ

Summary

Knowledgeable and dedicated customer service professional with extensive experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

23
23
years of professional experience

Work History

White Glove Advocate

OptumCare Connection
08.2023 - 11.2023
  • Worked effectively with fellow team members to coordinate effective solutions to any question or concern.
  • Delivered friendly service and offered expert support in every interaction.
  • Maintained positive relationships with members to build and nurture dynamic partnerships.
  • Assisted individuals in navigating health care system to resolve issues, understand rights and express views.
  • Made referrals to appropriate services, following up to confirm patients received access to required care.
  • Distributed supportive services information to help individuals enhance ways of living and achieve self-sufficiency.
  • Coordinated calls with patient and Health Plans for benefits, referrals and appointments
  • Outreach calling campaign for members eligible for White Glove program (identified through predictive analytics).
  • Follow script and conduct phone calls to address patient needs in open-ended way.
  • Provided assistance with appointment scheduling, obtaining referrals or test results, medication assistance, activities of daily living, and social determinants of health.
  • Address health plan and drug plan satisfaction by answering questions related to benefit coverage or connecting patients to mail order pharmacy services.

Patient Registration Representative

Healthcare Support Staffing
03.2023 - 08.2023
  • Explained financial responsibilities to patients as well as payment options and potential collection procedures imposed upon patients and other responsible parties.
  • Secured patient privacy by learning and following HIPAA regulations to keep organization compliant with relevant laws.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Maintained clean and organized workspaces to promote smooth operation and easy access to patient information.
  • Accurately inputted patient and insurance information into company's computer system using various systems.
  • Imaged and scanned patient and registration documentation into electronic patient records.
  • Gathered demographic and insurance information to register patients for medical appointments.
  • Set up patients in system by documenting key data, confirming eligibility, and verifying insurance benefits.
  • Collected payments and co-pays from customers using large variety of insurance programs, adjusting amounts based on specific plan directives.
  • Verified insurance coverage to confirm patient coverage for necessary medical services.
  • Obtained payments from patients and scanned identification and insurance cards.
  • Greeted visitors and initiated triage processes for clients to streamline patient flow.
  • Registered and verified patient records before triage with most up-to-date information.
  • Placed new supply orders, managed inventory and restocked clerical spaces.
  • Navigated : Recondo, Cerna, Sorian, FastFax, Medianalitics systems.

Care Coordinator

Optum Health (Temporary thru Aston Carter)
11.2022 - 03.2023
  • Scheduled in-person, virtual and phone appointments for patients for PCP, OBGYN and pediatric.
  • Secured patient privacy by learning and following HIPAA regulations to keep organization compliant with relevant laws.
  • Registered and created New Patients charts
  • Verified patient’s insurances
  • Sent encounters to doctors on behalf of patients
  • Sent requests for medication refills
  • Requested various scripts requests
  • Checked and verified doctors, department s schedules
  • Maintain production levels and quality goals
  • Work independently and possess problem solving goals with focus on detail
  • Establish and maintain effective working relationships in a team environment
  • Absorb and apply new and changing information
  • Manage personal stress; the ability to remain calm and controlled in stressful situations
  • Excellent written and verbal communication skills
  • Proficient computer skills including MS Office (Word, Excel, PowerPoint, Access, and Outlook) 10-key proficiency and the ability to type 30 WPM
  • Strong listening and interpersonal skills
  • Excellent verbal and written communication skills Highly organized, detail oriented and a self-starter with strong analytical skills and the ability to multi-task.
  • Communicated with patients, ensuring that medical information was kept private.
  • Scheduled surgeries, managed pre-certifications and verified insurance coverage.
  • Built strong relationships with clients to deliver emotional support and companionship.

Outbound Customer Service Rep

AVESIS
03.2021 - 04.2022
  • Averaged 50 to 100 outbound calls to patients and provider.
  • Scheduled dental appointments for patients.
  • Collected demographics from providers.
  • Maintain up-to-date knowledge of Medicare and Medicaid practices and benefits for over 8 states.
  • Secured patient privacy by learning and following HIPAA regulations to keep organization compliant with relevant laws.
  • Maintain production levels and quality goals.
  • Work independently and possess problem solving goals with focus on detail.
  • Establish and maintain effective working relationships in a team environment.
  • Absorb and apply new and changing information.
  • Manage personal stress; the ability to remain calm and controlled in stressful situations.
  • Excellent written and verbal communication skills.
  • Proficient computer skills including MS Office (Word, Excel, PowerPoint, Access, and Outlook)
  • 10-key proficiency and the ability to type 30 WPM.
  • Strong listening and interpersonal skills.
  • Excellent verbal and written communication skills Highly organized, detail oriented and a self-starter with strong analytical skills and the ability to multi-task.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Placed outbound customer service or customer satisfaction calls to follow up on issues.
  • Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
  • Boosted customer service satisfaction ratings through consistent quality control.

CUSTOMER SERVICE REPRESENTATIVE

AVESIS
05.2017 - 03.2021
  • Answered an average of 50-100 calls per day, addressing and documenting customer inquiries and comments regarding their benefits and claims.
  • Answered and researched claim details for dental and vision providers.
  • Secured patient privacy by learning and following HIPAA regulations to keep organization compliant with relevant laws.
  • Collected and updated information on patient’s demographics.
  • Send correspondences to various departments.
  • Mailed, faxed, and e-mailed information to patients
  • Researched and responded to all customer complaints and grievances thoroughly and professionally.
  • Maintain up-to-date knowledge of Medicare,Medicaid and commercial practices and benefits for over 8 states.
  • Maintain production levels and quality goals.
  • Work independently and possess problem solving goals with focus on detail.
  • Establish and maintain effective working relationships in a team environment.
  • Absorb and apply new and changing information.
  • Manage personal stress; the ability to remain calm and controlled in stressful situations
  • Excellent written and verbal communication skills.
  • Proficient computer skills including MS Office (Word, Excel, PowerPoint, Access, and Outlook) required..
  • 10-key proficiency and the ability to type 30 WPM
  • Strong listening and interpersonal skills required.
  • Excellent verbal and written communication skills Highly organized, detail oriented and a self-starter with strong analytical skills and the ability to multi-task.

Production Worker

TILITE
09.2016 - 04.2017
  • Answered customers questions about products, complaints, and quotes
  • Researched and communicated information regarding products, complaints, quotes, customers billing, credit card and orders
  • Received purchases orders via e-mail or phone and picked, packed, and shipped materials via FedEx, UPS WorldShip, TNT and DHL.
  • Followed safety procedures and guidelines to maintain safe working environments.
  • Used equipment properly to avoid workplace hazards or injuries.
  • Resolved issues quickly to maintain productivity goals.
  • Organized work to meet demanding production goals.
  • Inspected final products to assess compliance with quality standards and established tolerances.
  • Managed inventory levels and restocked supplies to keep up with high production needs.
  • Troubleshot production issues and provided timely solutions.
  • Maintained organized work area by cleaning and removing hazards.
  • Met production targets and tight deadlines by collaborating closely with team members.
  • Inspected finished products for quality and adherence to customer specifications.
  • Used problem-solving and issue-resolution skills to promptly and successfully address production problems.
  • Oversaw logistics and inventory management for storeroom.

CASHIER

SAFEWAY
03.2016 - 08.2016
  • Stocked and maintained inventory levels according to store policies
  • Maintained knowledge of current sales and promotions, policies regarding payment and exchanges and security practices.
  • Greeted customers entering store and responded promptly to customer needs
  • Built relationships with customers to encourage repeat business
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels
  • Worked flexible schedule and extra shifts to meet business needs
  • Helped customers complete purchases, locate items, and join reward programs
  • Counted money in cash drawers at beginning and end of shifts to maintain accuracy
  • Assisted customers with returns, refunds and resolving transaction issues
  • Answered questions about store policies and addressed customer concerns
  • Addressed customer needs and made product recommendations to increase sales
  • Upsold additional products and services to customers, increasing revenue
  • Handled cash with high accuracy and took care to check bills for fraud
  • Used POS system to enter orders, process payments and issue receipts
  • Learned duties for various positions and provided backup at key times
  • Maintained current knowledge of store promotions and highlighted sales to customers
  • Processed refunds and exchanges in accordance with company policy

Material Handler

TECHNICO
09.2010 - 02.2016
  • Receive and count stock items, and record data manually or using computer
  • Pack and unpack items to be stocked on shelves in stockrooms, warehouses, or storage yards
  • Verify inventory computations by comparing them to physical counts of stock and investigate discrepancies or adjust errors
  • Store items in orderly and accessible manner in warehouses, tool rooms, supply rooms, or other areas
  • Mark stock items using identification tags, stamps, electric marking tools, or other labeling equipment
  • Clean and maintain supplies, tools, equipment, and storage areas to ensure compliance with safety regulations
  • Determine proper storage methods, identification, and stock location based on turnover, environmental factors, and physical capabilities of facilities
  • Keep records on the use and/or damage of stock or stock handling equipment
  • Examine and inspect stock items for wear or defects, reporting any damage to supervisors
  • Dispose of damaged or defective items or return them to vendors
  • Drive trucks to pick up incoming stock or to deliver parts to designated locations
  • Issue or distribute materials, products, parts, and supplies to customers or coworkers, based on information from incoming requisitions
  • Purchase new or additional stock or prepare documents that provide for such purchases
  • Compile, review, and maintain data from contracts, purchase orders, requisitions, and other documents to assess supply needs
  • Confer with engineering and purchasing personnel and vendors regarding stock procurement and availability
  • Determine sequence and release of back orders according to stock availability
  • Prepare products, supplies, equipment, or other items for use by adjusting, repairing, or assembling them as necessary
  • Recommend disposal of excess, defective, or obsolete stock
  • Completed all repairs and maintenance work to company standards.
  • Operated forklifts and pallet jacks to transfer large products from one area of warehouse to another, allowing for easier accessibility
  • Read production orders, work orders, shipping orders and requisitions to determine items to be moved, gathered, or distributed
  • Attached identifying tags to containers to mark with identifying shipping information

REPRESENTATIVE

MEDIX
01.2001 - 06.2008
  • Accurately communicates information regarding member eligibility, benefits, claim status and authorization inquiries to callers while maintaining confidentially
  • Researching and correcting any issues found in the overall process to resolve customers concerns as the first line of contact
  • Working incoming cases via phone (primarily) or fax to process coverage requests from members or providers.
  • Researched relevant resources to assist members, identified member representation needs and troubleshot next steps to provide optimal support for member

Education

SAN DIEGO COMMUNITY COLLEGE

MESA COLLEGE

Skills

  • Excellent written and verbal communication
  • MS Windows proficient
  • PowerPoint
  • Excel
  • Outlook
  • POS systems knowledge
  • Customer-oriented
  • Retail merchandising experience
  • Cash handling and inventory management
  • Benefits Administration
  • Document Review
  • Attention to Detail
  • Administrative Support
  • Conflict Resolution
  • Team Collaboration
  • Interpersonal Skills
  • Establishing Effective Relationships
  • Policy Knowledge
  • Effective Multitasking
  • Deadline Adherence
  • Building Trust and Relationships
  • Exceptional Telephone Etiquette
  • Support Services

References

Available upon request

Timeline

White Glove Advocate

OptumCare Connection
08.2023 - 11.2023

Patient Registration Representative

Healthcare Support Staffing
03.2023 - 08.2023

Care Coordinator

Optum Health (Temporary thru Aston Carter)
11.2022 - 03.2023

Outbound Customer Service Rep

AVESIS
03.2021 - 04.2022

CUSTOMER SERVICE REPRESENTATIVE

AVESIS
05.2017 - 03.2021

Production Worker

TILITE
09.2016 - 04.2017

CASHIER

SAFEWAY
03.2016 - 08.2016

Material Handler

TECHNICO
09.2010 - 02.2016

REPRESENTATIVE

MEDIX
01.2001 - 06.2008

SAN DIEGO COMMUNITY COLLEGE

MESA COLLEGE

Similar Profiles

CREATE PROFILE
Ronda Colis