TRIXIE TADENA
AUBURN,WA
Summary
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. Passionate about promoting lasting customer satisfaction by delivering quality service and unparalleled support. Proficient in customer service best practices and related options.
Overview
18
18
years of professional experience
Work History
Customer Service Representative/Gate Service Agent
Delta Airlines
01.2019 - 03.2023
- Greet customers to guide and assist them with the ticketing and baggage check-in process.
- Use SNAPP to sell, print, and reissue tickets.
- Manage the check-in process, ensuring that customers have the proper travel documentation.
- Tag baggage and perform lifting tasks that involve transferring baggage from scales to conveyor belts.
- Practices safety-conscious behaviors in all operational processes and procedures.
- Use computers to assist customers with seat availability, make gate announcements regarding the boarding process, flight status, checking and handling baggage, managing, and initiating the boarding process.
- Operate jet ways to place them in position prior to aircraft arrival and lift, opening, closing, and securing aircraft doors.
- Practices safety-conscious behaviors in all operational processes and procedures.
- Mentor for new employees for Gate Training
Patient Services Representative/Shift Leader
Valley Medical Center Emergency Room
02.2016 - 01.2021
- Interview patients to verify their identity and match them to an existing patient history, if appropriate.
- Responsible to change patient insurance information on accounts in accordance with the Insurance Carrier Change Policy and Procedure. Changes to insurance carriers or other pertinent insurance information require data entry and account notes.
- Determine accurate demographic and insurance/third party coverage information. Makes copies of insurance cards and other information as required (living will, referrals, etc.)
- Chooses appropriate insurance plan and initiates steps to meet requirements such as pre-authorization, authorization or referral for services.
- Documents the receipt of card copies, referral or authorization and enters pertinent notes for billing purposes.
- Checks all schedules on a daily basis to determine patients who have not been pre-registered for services within the next 14 days.
- Schedules appointments in the computer system, either from phone calls or patients presenting in person.
- Contacts the Financial Counselor for patients who need assistance with their account, need a price quote or wish to make payment arrangements.
- Provide information regarding our Charity Care Program to patients who may need assistance with their account and/or refer to the Financial Counselor.
- Assists patients by providing directions, answering questions and acting as liaison with other departments.
- Actively participates in all workflow design or process improvement work groups, as assigned by manager or lead.
- Utilize all manuals, contacts and information available within the Patient Accounts/Registration office as a resource for quality and accurate information.
- Responsible to perform a daily audit of all registrations performed to verify accuracy.
- Maintains confidentiality of all accessible patient financial and medical records information and views information only on a needs to know basis.
Front Desk Medical Receptionist
The Sports Medicine Clinic
07.2010 - 01.2016
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Managed multi-line phone system and pleasantly greeted patients.
- Organized paperwork such as charts and reports for office and patient needs.
- Used computer programs and registration systems to schedule patients for routine and complex procedures.
- Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
- Remained aware of provider schedules and scope of practice on evolving basis to organize and schedule appropriate care.
- Completed clerical duties and tasks for clinic administration.
Patient Service Representative
The Polyclinic
05.2005 - 02.2010
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Verified insurance eligibility and coverage for patients.
- Entered patient demographic and insurance data into electronic medical record system.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Managed patient registration process, confirming data accuracy and completeness.
- Built and maintained positive working relationships with patients and staff.
- Took copayments and compiled daily financial records.
- Assisted patients in filling out check-in and payment paperwork.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Handled customer service inquiries in person, via telephone and through email.
- Balanced deposits and credit card payments each day.
- Developed and implemented customer service policies and procedures.
- Answered incoming calls, scheduled appointments and filed medical records.
- Verified patient insurance eligibility and entered patient information into system.
- Provided excellent customer service to patients and medical staff.
- Greeted and assisted patients with check-in procedures.
- Trained new staff on filing, phone etiquette and other office duties.
Education
- Medical Administrative Assistant
Bryman College
Renton, WA04.2004
Skills
- Ability to prioritize, multi-task, and to be detail oriented and efficient
- Can quickly adapt to changing demands and perform under pressure
- Good judgment; capable of making decisions without supervision
- Very well organized
- Resourceful, creative problem solver, and fast learner
- Good communication skills, hard-worker, exceptional customer service
- MS Office: Word, Excel, PowerPoint, Explorer
- Typing 65 WPM/35 kpm
Timeline
Customer Service Representative/Gate Service Agent
Delta Airlines
01.2019 - 03.2023
Patient Services Representative/Shift Leader
Valley Medical Center Emergency Room
02.2016 - 01.2021
Front Desk Medical Receptionist
The Sports Medicine Clinic
07.2010 - 01.2016
Patient Service Representative
The Polyclinic
05.2005 - 02.2010
- Medical Administrative Assistant
Bryman College
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