Selene Rivas Alfaro
Frederick,MD
Summary
Customer Service Specialist with over 10 years of experience in fast-paced environments. Delivered exceptional service by managing multi-line phone systems, performing billing, and entering patient information into databases. Contributed to team success through effective prioritization and resolution of escalated customer issues.
Overview
11
11
years of professional experience
Work History
Customer service representative
Kaiser Permanente
12.2022 - Current
- Resolved customer complaints promptly, enhancing overall satisfaction.
- Addressed and solved customer issues with expertise and a friendly approach, fostering loyalty.
- Answered customer inquiries and provided accurate information regarding products and services.
- Clarified billing inquiries through detailed account reviews, ensuring customer understanding.
- Explained plan information, referrals, and authorization steps to members.
- Maintained confidential member information following Kaiser Permanente privacy guidelines.
Medical Receptionist
Lake Forest Foot and Ankle Center
01.2021 - 08.2022
- Coordinated surgery schedules and submitted prior authorizations to streamline patient care
- Managed prescription orders and communicated lab results to patients for informed health decisions
- Processed prescriptions to pharmacy and communicated lab results to patients for informed health decisions
- Performed billing and verified patients' benefits to facilitate accurate processing
- Answered multi-line phone system and directed callers to requested personnel and departments
Administrator
Portillos Granite and Marble LLC
08.2017 - 01.2021
- Followed up on customer accounts to resolve unpaid or past due balances, enhancing overall cash flow
- Monitored payroll, credit card purchases, and invoicing processes to identify and prevent financial errors
- Managed telephone communications to streamline handling of customer requests and messages to take messages or redirect calls to appropriate colleagues
- Improved office organization by developing filing system and customer database protocols
- Checked and maintained office stock levels to ensure availability of supplies for daily operations to determine supply levels and maintain inventory
Waitress
Matchbox Food Group
04.2016 - 08.2018
- Greeted customers, answered questions, and recommended specials to enhance dining experience and increase profits
- Greeted customers, answered questions, and recommended specials to enhance dining experience and boost sales
- Checked on guests to verify satisfaction with meals and suggested additional items to increase restaurant sales
- Checked on guests to verify meal satisfaction and suggested additional items to increase restaurant sales
- Coordinated with kitchen staff to monitor supply availability and manage customer wait times, ensuring efficient service
Education
High School Diploma -
Pennfoster High School
Frederick, MDSkills
- Insurance verification
- Prior authorization
- Billing inquiries
- Patient scheduling
- Multiline phone systems
- Customer relations
- Account management
- Data entry
- Customer follow-up
- Problem solving
- Clear communication
- Conflict resolution
- Attention to detail
- Effective communication
- Account updating
Timeline
Customer service representative
Kaiser Permanente
12.2022 - Current
Medical Receptionist
Lake Forest Foot and Ankle Center
01.2021 - 08.2022
Administrator
Portillos Granite and Marble LLC
08.2017 - 01.2021
Waitress
Matchbox Food Group
04.2016 - 08.2018
High School Diploma -
Pennfoster High School