SALVADOR PENA
Phoenix,AZ
Summary
Customer Service Professional with expertise in coaching, documentation, and active listening. Recognized for strong decision-making skills and reliability. Demonstrated resourcefulness and effective leadership in various roles.
Overview
18
18
years of professional experience
Work History
Customer Service Lead
Pediatrix Medical Group
01.2024 - Current
- Served as primary contact for escalated calls and patient disputes.
- Researched issues and conducted collection efforts on outstanding accounts.
- Resolved complex customer service issues, ensuring timely updates to patients.
- Trained and mentored new team members to enhance job performance.
- Handled escalated complaints professionally, ensuring prompt resolution.
- Provided top-tier customer satisfaction in all interactions.
- Assisted with onboarding by sharing expertise in company policies and procedures.
Customer Service Coordinator
Pediatrix Medical Group
08.2012 - 01.2024
- Primary contact for escalated calls, patient disputes.
- Researches issues and performs collection efforts on outstanding accounts including telephone contact with responsible parties and payers
- Provide the highest level of customer satisfaction in all duties performed
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Assisted with onboarding new hires by sharing expertise in company policies, procedures, systems usage.
- Exceeded performance goals consistently through effective communication and problem-solving skills.
Customer Service Representative
Pediatrix Medical Group
04.2007 - 08.2012
- Inbound customer service
- Insurance and demographic updates
- Setting up payment plans and settlements, insurance claim inquiries.
- Processed credit card payments for patients
- Provided excellent customer service to patients
Education
High School Diploma -
South Mountain High School
Phoenix, AZ05.1999
Skills
- Customer service excellence
- Critical thinking
- Call center operations
- Follow-up strategies
- Microsoft Excel proficiency
- Account management
- Medical terminology expertise
Timeline
Customer Service Lead
Pediatrix Medical Group
01.2024 - Current
Customer Service Coordinator
Pediatrix Medical Group
08.2012 - 01.2024
Customer Service Representative
Pediatrix Medical Group
04.2007 - 08.2012
High School Diploma -
South Mountain High School
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