Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Sonia Torres

Chicago,IL

Summary

After 26 years of experience at Howard Brown Health, it has been an amazing opportunity to build a strong customer service skills, established long term relationships with patients and clients, always striving to deliver excellent service. From medical reception, to being in the front line of many research studies. I am known for my abilities to communicate effectively with the diverse range of people who need access to medical care.

Overview

23
23
years of professional experience
1
1
Certification

Work History

Patient Service Representative

Howard Brown Health
09.2018 - 08.2024
  • Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
  • Verified insurance eligibility and coverage for patients.
  • Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
  • Filed and maintained patient records in accordance with HIPAA regulations.
  • Provided exceptional customer service to patients, answering questions and addressing concerns.
  • Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
  • Handled customer service inquiries in person, via telephone and through email.
  • Facilitated patient registration by accurately entering demographic and insurance information into electronic health record systems.
  • Took copayments and compiled daily financial records.
  • Built and maintained positive working relationships with patients and staff.
  • Actively participated in team meetings focused on improving workflows and enhancing overall practice performance.
  • Reduced no-show rates through consistent appointment reminder calls, leading to improved clinic productivity.
  • Processed payments using cash and credit cards, maintaining accurate records of transactions.
  • Increased overall practice revenue by diligently collecting copayments and outstanding balances at the time of service.

Call Center Representative

Howard Brown Health
08.2013 - 08.2018
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
  • Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
  • Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Managed high call volumes of 200 incoming calls while providing exceptional customer support and maintaining professional composure.

Research Associate

Howard Brown Health
08.2001 - 07.2013
  • Gathered and organized information for research purposes.
  • Conducted medical and behavioral interviews for study visits of 250 HIV pos/neg gay and bisexual men.
  • Administered neuropsychological test.
  • Entered data and participants lab results.
  • Recruited participants, screened to determine eligibility.
  • Conducted study visits and follow up appointments.

Education

High School Diploma -

Roberto Clemente HS
Chicago, IL
06-1980

Skills

  • Insurance verifying
  • Patient confidentiality
  • Scheduling appointments
  • Patient greeting
  • Data entry proficiency
  • Directing callers
  • Patient check-in
  • Multitasking
  • Educate patients

Certification

  • Customer service Training - 8hr course
  • Micro-Computer Training - 9 month course
  • Clerk typists Training - 6 month course
  • HIPAA certify


Languages

Spanish
Limited Working

Timeline

Patient Service Representative

Howard Brown Health
09.2018 - 08.2024

Call Center Representative

Howard Brown Health
08.2013 - 08.2018

Research Associate

Howard Brown Health
08.2001 - 07.2013

High School Diploma -

Roberto Clemente HS

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Sonia Torres