Serena Gutierrez
North Highlands,CA
Summary
My goal is to obtain a position where I can use my knowledge and talents in a stimulating, stable work environment. 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
18
18
years of professional experience
Work History
Patient Access Representative II
Sutter Medical Center Sacramento
Sacramento, California
05.2025 - Current
- Created and maintained accurate hospital accounts for incoming patients via air and ground transport, ensuring timely registration and minimizing delays.
- Verify patient insurance eligibility and benefits, ensuring accurate coverage and addressing discrepancies prior to or during the admission process.
- Notified insurance providers of patient admissions promptly, ensuring accurate processing and timely communication.
- Proficient in Epic, Kronos, and Workday, with experience navigating multiple healthcare systems in a fast-paced hospital environment.
- Demonstrated strong teamwork and communication skills, collaborating effectively with colleagues to support patients and department needs.
- Contributed to training committee that developed and implemented onboarding programs for new team members, enhancing their training and mentoring experience.
Patient Service Representative
SUTTER MEDICAL FOUNDATION
Sacramento, California
09.2024 - 05.2025
- Coordinated patient appointments and addressed inquiries to enhance patient experience.
- Handled patient check-in and check-out processes efficiently.
- Verified insurance information to ensure eligibility for services.
- Streamlined patient check-in and check-out processes for improved service delivery.
- Coordinated referrals between primary care providers and specialists.
- Assessed patient needs through direct interaction and observation.
- Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
Medical Office Representative II Float
Dignity Health
Sacramento, California
06.2023 - 09.2024
- Managed over 500 incoming calls daily in a high-volume call center.
- Coordinated patient scheduling and appointments to enhance office flow.
- Processed insurance claims and verified patient coverage, ensuring accurate billing.
- Worked in multiple specialties, floated to all specialties within the clinic setting.
- Gathered patient demographic information for accurate records.
- Utilized Cerner software for managing patient information and records.
Medical Office Representative II
Dignity Health
Sacramento, California
11.2022 - 06.2023
- Managed patient records using electronic health record systems.
- Processed patient copayments at front desk, contributing to accurate financial records.
- Greeted patients and assisted with appointment scheduling to enhance patient experience.
- Executed day-to-day duties with attention to detail, ensuring seamless operations.
- Prioritized and organized tasks to efficiently accomplish service goals.
Customer Service Excellency Representative
Visit California
Sacramento, Ca
01.2020 - 11.2022
- Enhanced customer satisfaction through proactive strategies that addressed needs and resolved concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times. Assist with live chats and emails.
- Assist customers' inquiries regarding the California Tourism Assessment Program. Solve complex problems, provide new contact online portal access.
- Conducted outbound calls on account balances owed, ensuring compliance with filing deadlines for businesses in five segment categories and analyzed assessment forms for data processing. Advanced experience with the usage of multiple online programs such as Salesforce, InContact, Outlook, Cxone, Word, Powerpoint, Excel, Slack, Zoom.
Front desk Receptionist
Gentle Dental
Rocklin, Ca
05.2019 - 07.2019
- Greeted guests at front desk, fostering a welcoming atmosphere while managing efficient check-in process.
- Coordinated patient appointments to ensure optimal scheduling and reduce wait times.
- Maintained patient accounts and organized records using computerized system; assisted with billing patients and insurance companies, coordinated schedules for doctors and hygienists, explained procedures to patients, sanitized equipment, monitored visitor access, and collected mail.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
Loan Repayment Counselor
ECMC
Rancho Cordova, Ca
02.2015 - 05.2019
- Counseled borrowers to resolve delinquencies, ensuring accurate updates in all systems.Demonstrated proficiency in various software applications to enhance work efficiency.; Guided borrowers in navigating repayment options, equipping them with resources for successful loan repayment. Advised borrowers on methods to prevent loan default and assisted with relief options. Experience with Financial literacy programs. Provided Active listening with proper communication; Worked efficiently to assist borrowers; Trained new employees on proper phone procedures to ensure effective communication.Successfully meet and exceed performance on a consistent basis; Maintained a yearly
- Maintained a yearly
- Quality Assurance score of 98.29%; Kept an updated list of top contributors to recognize high performers within the team.; Advanced with Word, Excel, PowerPoint,
- Observed regulatory, compliance and security policies and procedures to keep data as safe as possible from breaches.
- Gained expertise in multiple internet applications to enhance communication and collaboration.,Internet Explorer, Firefox, Outlook, Jabber, Zoom, Unity Client Onbase Imaging, Noble,Cisco phones,
- Epic,Nslds, Navient,Acs,Nelnet,Dps Gateway,Workday, Google Mail
Customer Service Representative
Gap Inc, Direct
Rocklin, Ca
07.2012 - 01.2015
- Answered multi-telephone and computerized dialing system in fast-paced environment; resolved customer complaints and disagreements efficiently.
- Input information into database, provided prompt courteous service, assisted in obtaining products for UK and EU markets, handled returns, verified customer information for personal credit card/membership accounts, managed credit card transactions, supported membership accounts, and demonstrated empathy while achieving sales goals.
- Maintained customer satisfaction by addressing needs and resolving concerns with proactive strategies.
Customer Service Representative
Tele-Direct Communications
Sacramento, Ca
08.2008 - 11.2011
- Delivered customer service support that contributed to increased client satisfaction.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Responded to customer telephone calls promptly, reducing on-hold wait times and improving service efficiency.
- Handled service duties for hospitals, car dealerships, television companies (PBS), tax services, and seminars nationwide; scheduled reservations, provided seminar information and directions, and obtained credit check information for car dealerships.
Education
High School Diploma -
Twin Rivers Adult School
North Highlands, CA05-2017
No Degree - Science Education
American River College
Sacramento, CASkills
- Epic System Navigation
- Patient registration
- Insurance verification
- Verifying Customer Identification
- Healthcare compliance
- Electronic records management
- Data entry
- Appointment scheduling
- Issue and Complaint Resolution
- Problem solving
- Team collaboration
- Safety Compliance
- Customer service orientation
- Composed under pressure
- Customer trust building
- Upbeat and Positive Personality
- Electronic records management
Timeline
Patient Access Representative II
Sutter Medical Center Sacramento
05.2025 - Current
Patient Service Representative
SUTTER MEDICAL FOUNDATION
09.2024 - 05.2025
Medical Office Representative II Float
Dignity Health
06.2023 - 09.2024
Medical Office Representative II
Dignity Health
11.2022 - 06.2023
Customer Service Excellency Representative
Visit California
01.2020 - 11.2022
Front desk Receptionist
Gentle Dental
05.2019 - 07.2019
Loan Repayment Counselor
ECMC
02.2015 - 05.2019
Customer Service Representative
Gap Inc, Direct
07.2012 - 01.2015
Customer Service Representative
Tele-Direct Communications
08.2008 - 11.2011
High School Diploma -
Twin Rivers Adult School
No Degree - Science Education
American River College