TIFFANY GONZALES
Austin,TX
Summary
Compassionate and trauma informed human being dedicated to advocating and making a difference for others.
Overview
21
21
years of professional experience
Work History
Patient Advocate II
Point Healthtech
01.2022 - 02.2024
- Responded to patient concerns and questions with compassionate and knowledgeable service.
- Managed approximately 50 incoming and outgoing calls, emails, and faxes per day to and from customers and providers.
- Provided emotional support to patients and families during challenging medical situations, fostering trust and rapport.
- Educated patients on available resources and programs.
- Entered detail into Salesforce and managed database of information while maintaining HIPAA compliance.
- Negotiated payment plan arrangements with medical billing departments on behalf of patients experiencing financial hardship.
Billing Manager
eCommission
05.2013 - 05.2021
- Responsible for interviewing, hiring, onboarding, goal setting, employee training, coaching, performance evaluations, and creating an environment where employees felt empowered to perform their job duties in a safe and understanding space.
- Created new department workflows and procedures, and used those templates to build a Billing Handbook with step-by-step instructions for all billing processes.
- Initiated and conducted training sessions providing direct feedback that enhanced departmental processes and helped all Billing Specialists reach their individual and team goals.
- Worked with the Billing Director and lead weekly team meetings to discuss new workflow issues and allow the team to ask questions and address concerns.
- Made myself available for support to all team members for questions, collaborative problem solving, and escalated calls.
Recovery Specialist
Performant Corp
09.2008 - 05.2013
- Responsible for managing and updating a portfolio of past due accounts.
- Ensured the accuracy of payments, balances, and personal information.
- Secured top agency for our firm by working in a fast paced team environment.
- Remained calm, stayed professional, and provided exceptional service on calls, even when engaging with heightened emotions.
Entertainer
TIFFANY GONZALES
06.2005 - 09.2008
- Lead a team of 6 in developing and implementing creative ideas to improve and maintain our entertainment program.
- Scheduled nightly routines based on company guidelines to include, choreography, skits, songs, and audience participation.
- Interviewed and trained new hires and current employees in order to adapt to an ever-changing audience and secure the most profits for our specific bar.
Customer Service Representative
Sitel
04.2003 - 09.2004
- Provided excellent customer service to new and long-standing customers by attending closely to concerns and developing solutions.
- Documented conversations with customers to track requests, problems, and solutions.
- De-escalated customer concerns, maintaining calm, empathetic, and friendly demeanor.
- Assisted management as a lead in taking over duties in their absence, such as recording sales records, calls, call times, answering co-workers' questions, and handling escalated calls.
Education
Certified Trauma Recovery Coach
IAOTRC
08.2023
Certified Transformational Coach
Being True To You
02.2024
Diversity and Inclusion Certification - DEI
HR University
Professional Administrative Certificate of Excellence (PACE) - ASAP -
ASAP
High School Diploma -
Central High School
San Angelo, TXSkills
- Customer Service
- Microsoft Office
- Communication
- Diversity & Inclusion
- Team collaboration
- Sensitive material handling
- Database entry
- Proactive Problem Solving
- Empathy Development
- Critical Thinking
Additional Information
Current Volunteer For:
Texas Harm Reduction Alliance
Austin Pets Alive!
Timeline
Patient Advocate II
Point Healthtech
01.2022 - 02.2024
Billing Manager
eCommission
05.2013 - 05.2021
Recovery Specialist
Performant Corp
09.2008 - 05.2013
Entertainer
TIFFANY GONZALES
06.2005 - 09.2008
Customer Service Representative
Sitel
04.2003 - 09.2004
Certified Trauma Recovery Coach
IAOTRC
Certified Transformational Coach
Being True To You
Diversity and Inclusion Certification - DEI
HR University
Professional Administrative Certificate of Excellence (PACE) - ASAP -
ASAP
High School Diploma -
Central High School
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