Rose Marie Cosme
Clermont,FL
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty. Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
17
17
years of professional experience
Work History
Insurance Verification Specialist
Southlake Gastroenterology
Orlando, FL
03.2024 - Current
- Verified patient eligibility for insurance coverage by contacting insurance carriers and obtaining the necessary authorization numbers.
- Maintained accurate documentation on all pre-authorization requests, denials and appeals.
- Interpreted Explanation of Benefits statements from various insurers and communicated relevant information with other departments as needed.
- Evaluated policies and procedures related to Insurance Verification activities.
Customer Service Representative
American Airlines
Mco
11.2022 - 02.2024
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Responded to customer requests for products, services, and company information.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Provided primary customer support to internal and external customers.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Medical Office Coordinator
South Lake Hospital
Clermont, FL
12.2017 - 08.2022
- Processed pre-admissions, new case information and referrals in a timely manner.
- Planned and supported staff office meetings by preparing agendas and setting up audio-visual equipment.
- Performed time and attendance data entry, printed completed payroll and made necessary corrections.
- Coordinated patient care changes and relayed updated plans to various staff members assigned to patients.
- Updated and maintained schedules for patients as well as managed client correspondence.
- Processed new office referrals to correct agencies within 24 hours of receiving notice.
- Supported billing staff by making corrections to invoices and insurance submissions.
- Scheduled, rescheduled, and cancelled appointments for dental patients.
- Maintained patient databases and updated information in alignment with HIPAA protocols.
- Managed appointments, registrations and patient relations.
- Pulled charts and prepared for nurse and doctor assessment.
- Verified benefits and worked with insurance companies to obtain payments.
- Trained all new employees on records management system.
- Oversaw office records and maintained strict document management standards.
- Aided with prescription refill requests.
- Maintained optimal supply levels by closely monitoring and proactively replenishing supply inventory.
- Communicated with patients, insurance companies and providers.
Laboratory Assistant
South Lake Hospital
Clermont, FL
06.2007 - 11.2009
- Maintained documentation on tests performed in lab.
- Tracked collected specimens by initialing, dating, and noting times of collection.
- Prepared samples for shipping and disposed of bodily fluids in proper containers.
- Obtained samples for testing following standard protocols.
- Processed patient specimens according to priority and documented results.
- Implemented lab procedures to prevent errors and protect staff.
- Maintained safe, tidy and organized laboratory environment for accurate test results.
- Inspected laboratory equipment to maintain good working condition for optimal results.
- Performed testing and quality control using approved laboratory procedures and instrumentation.
- Collaborated with other departments to establish cohesive laboratory operations.
- Trained new laboratory personnel to apply proper laboratory techniques and best practices.
- Oversaw items in inventory and reordered before supplies diminished.
- Prepared blood smears and determined levels of normalcy.
- Developed and implemented new protocols to improve accuracy of laboratory results.
Education
Phlebotomist - Phlebotomy
Florida Technical College
Orlando, FL05.2007
High School Diploma -
Cornerstone Christian Academy
03.2007
Skills
- Active Listening
- Documentation
- Money Handling Abilities
- Grammar
- Report Creation
- Coordination
- Travel Planning
- Delivery Scheduling
- Customer Retention Strategies
- Microsoft Word
- Clerical Support
- Critical Thinking
- Customer Account Management
- Computer Proficiency
- Administrative Support
- Calm and Professional Under Pressure
- Managing Multiple Tasks
- Customer Service
- Microsoft Excel
- Customer Relations
Timeline
Insurance Verification Specialist
Southlake Gastroenterology
03.2024 - Current
Customer Service Representative
American Airlines
11.2022 - 02.2024
Medical Office Coordinator
South Lake Hospital
12.2017 - 08.2022
Laboratory Assistant
South Lake Hospital
06.2007 - 11.2009
Phlebotomist - Phlebotomy
Florida Technical College
High School Diploma -
Cornerstone Christian Academy