Stephanie Rubalcava
Apple Valley,California
Summary
Detail-oriented professional with excellent communication, interpersonal, and creative thinking skills. Aiming to leverage my abilities, motivation, and skills to successfully contribute to your company. I'm also able to adhere and maintain quality assurance and accuracy while doing the task at hand in a fast-paced environment. I have proven through skills and knowledge, that I can adjust to drastic or uncertain scenarios that transpired on such short notice.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Customer Care Representative
Elevance
01.2023 - Current
- Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner
- Researches and analyzes data to address operational challenges and customer service issues
- Thoroughly documents inquiry outcomes for accurate tracking and analysis
- Responds to internal and external customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims
- Able to perform basic job functions with help from co-workers, specialists, and managers on non-basic issues
Customer Service Representative 3
Maximus - Panther Agency
05.2022 - 11.2022
- Inbound high-volume call log while utilizing phone, email, chat, and electronic escalations for communications
- Research members cases, educate members on Health Plans and providers, escalating calls all while maintaining privacy policies and confidentiality (HIPPA)
- Utilized automated systems to log and retrieve call information
- Enroll members in Health Plans and switching member providers, updating member information
- Attending meetings and training as well as staying educated on up-to-date systems
- QA and other key metrics met and are able to respond without delay
Customer Service Representative
Maximus - Panther Agency
08.2021 - 04.2022
- Inbound high volume call log while documenting and tracking all inquiries
- Updated and maintained database with accurate customer information and timely data entry
- Maintained logs and documentation to detail key information regarding incoming calls
- Read from scripts to promote uniformity and consistency in communications
- Navigated multiple computer systems and applications and utilized search tools to find information
- Maintained confidentiality while utilizing phone, email, chat, and electronic systems to assist callers without delay
Business Consultant
Small Business Growth Alliance
05.2021 - 07.2021
- Investigated products or markets to determine areas for opportunity
- Considered cost effectiveness, technical feasibility and acceptance to assess or propose sustainability initiatives
- High volume outbound call log contacting small business owners
- Educating business owners on how to grow and save by offering products and services
- Set appointments for business owners interested in improvement on services and products
Front and Back Office Medical Assistant
Dr. Mikes Clinic
09.2007 - 10.2008
- Assisted physicians and nursing personnel with injections, phlebotomy, and other patient care procedures
- Prioritized patient needs identified through phone, electronic, and walk-in communication to comply with established guidelines
- Triaged patients and performed vital checks for patient flow facilitation
- Cleaned and sterilized instruments and disposed of contaminated supplies
- Set up medical laboratory equipment
- Helped physicians examine and treated patients, handing them instruments and materials and performing such tasks as giving injections and removing sutures
- Performed routine laboratory tests and sample analyses
- Greeted and logged in patients arriving at office and clinic
- Collected blood, tissue, and other laboratory specimens, logged specimens and prepared them for testing
- Prepared and administered medications as directed by physician
Medpasser/Supervisor
Hesperia Senior Campus
02.2005 - 09.2007
- Administered daily medications safely to residents, with correct timing/dosage while documenting and monitoring for any side effects
- Assisted with residents with hygiene, monitoring, and ambulatory needs
- Communicating with families, Physicians, and Pharmacy in a professional manner via phone, Fax, and with physical/verbal communication
- Attended training courses for safe medication/errors, Alzheimer, Hospice, safe and sound narrative charting leadership, skills in residential among other training (certificate upon requests)
Education
ASSOCIATES - MATH AND SCIENCE
Victor Valley College
Victorville, CA06.2022
ASSOCIATES - BUSINESS ADMINISTRATION
Victor Valley College
Victorville, CA06.2022
MEDICAL BILLING AND CODING -
San Joaquin Valley College
Hesperia, CA12.2016
MEDICAL TERMINOLOGY -
San Joaquin Valley College
Hesperia, CA11.2016
HIGH SCHOOL DIPLOMA -
Options For Youth
Hesperia, CA06.2002
Skills
- Skilled In Microsoft Office
- Membership Inquiries And Renewals
- Excellent Attention To Detail
- Computer Proficiency
- Call Volume And Quality Metrics
- Inbound And Outbound Calling
- Consulting Supervisors
- Electronic Information Systems
- Call Documentation
- Efficient And Detail-Oriented
- Calm And Professional Under Pressure
- Customer Data Confidentiality
- HIPPPA
- Inbound customer service
- Data entry
- Call center experience
- Complaint handling
- Problem resolution
- First call resolution
- Documentation and reporting
- Database research
- Time management
- Multitasking and organization
- Empathy and patience
- Active listening
- Verbal and written communication
- Decision-making
- Stress management
- Punctuality and reliability
- Computer skills
- Calm under pressure
- Policies and procedures adherence
- Customer data confidentiality
- Inbound call management
Certification
- Medical Assistant Front Office /Back Office
- Phlebotomy
- Medical Terminology
- Computer Office Skills
Timeline
Customer Care Representative
Elevance
01.2023 - Current
Customer Service Representative 3
Maximus - Panther Agency
05.2022 - 11.2022
Customer Service Representative
Maximus - Panther Agency
08.2021 - 04.2022
Business Consultant
Small Business Growth Alliance
05.2021 - 07.2021
Front and Back Office Medical Assistant
Dr. Mikes Clinic
09.2007 - 10.2008
Medpasser/Supervisor
Hesperia Senior Campus
02.2005 - 09.2007
ASSOCIATES - BUSINESS ADMINISTRATION
Victor Valley College
MEDICAL BILLING AND CODING -
San Joaquin Valley College
MEDICAL TERMINOLOGY -
San Joaquin Valley College
HIGH SCHOOL DIPLOMA -
Options For Youth
ASSOCIATES - MATH AND SCIENCE
Victor Valley College
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