SYLVIA PONCE
Azusa
Summary
Customer service professional equipped with strong background in client relations and problem-solving. Skilled in active listening, effective communication, and conflict resolution to ensure customer satisfaction. Known for strong team collaboration, adaptability, and reliability in meeting evolving demands. Consistently delivers results through empathy, patience, and solutions-focused approach.
Overview
12
12
years of professional experience
Work History
Customer Care Advocate
SuperCare Health
05.2024 - Current
- Liaison between customers and the company, ensuring their needs and concerns are addressed effectively.
- Prepares intake, gathers all necessary information about referral, patient demographics, contact person, physician, diagnosis, discharge time and place, items requested. Responding to customer inquiries, resolving complaints, and troubleshooting issues in a professional and timely manner.
- Identifying the specific topic and the type of assistance the caller needs, whether it pertains to benefits, eligibility, claims, financial spending accounts, or correspondence.
- Educate customers about the fundamentals and benefits of consumer-driven healthcare.
MCO CAP Phone Lead
SuperCare Health
05.2021 - 05.2024
- Trained new employees in product knowledge, customer service protocols, payment handling procedures, and safety regulations.
- Resolved customer complaints quickly and effectively while maintaining a high level of professionalism.
- Provided guidance and support to junior staff members during challenging situations. Liaised between managers and employees, communicating concerns and expectations to appropriate parties.
- Maintained up-to-date knowledge of changes in products or services offered by the company. Monitored customer service team performance metrics, identifying areas for improvement and providing feedback.
- Assisted customers via phone calls, emails or online chats while delivering exceptional customer service.
Customer Service Specialist
SuperCare Health
11.2017 - 05.2021
- Verifying patient's insurance eligibility (Medical/Medicare/Manage care), Respond to patient/client questions and concerns, Efficient in working in a high paced position while ensuring orders/prescriptions/authorizations are requested and processed within compliance and also within a strict timely manner.
- Durable Medical Equipment Knowledge, Answer high volume of incoming phone calls/faxes, Take Customer orders for durable medical and respiratory equipment, repairs, supplies and other misc Items.
- Prepare intake, gather all information, referral sources, Gather all documentation such as prescriptions, chart notes, diagnosis, CMN, ABG, Care plan prior to delivery, Inform patients of financial responsibilities, copays etc.
- Process orders to shipping or dispatching for technicians or RT deliveries. Trained in ICD-10 and CPT codes and able to apply them onto high level company programs
Store/Sale Manager
Advance America
10.2013 - 11.2017
- Greet Customers, Gather need documentation to aid in loan application, Handle invoices, processed payments and data entry, Handled incoming calls , payment and collection calls as well as emails and faxes, Correct Attributes for Residents, Maintain monthly store budget as well as payroll, Deal with account escalations., Maintain a balance cash drawer/safe throughout the day, Scheduled customer payment and appointments.
Education
Surgical Tech -
Premier Career College
01.2007
High School Diploma -
Azusa High
Azusa, CA05-2003
Skills
- Advanced telephone communication
- Adept at everyday software implementation
- Dependable team contributor
- Conflict resolution skills
- Data entry accuracy
Timeline
Customer Care Advocate
SuperCare Health
05.2024 - Current
MCO CAP Phone Lead
SuperCare Health
05.2021 - 05.2024
Customer Service Specialist
SuperCare Health
11.2017 - 05.2021
Store/Sale Manager
Advance America
10.2013 - 11.2017
Surgical Tech -
Premier Career College
High School Diploma -
Azusa High