Veronica Padon
Charleston,WV
Summary
Seeking a role as a Dental Customer Service Representative at Aetna. Aiming to apply my customer service skills, healthcare industry knowledge, and dental experience to aid members in understanding their benefits and procedures.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Bilingual Navigator Concierge / Customer Advocate
Blue Cross Blue Shield
03.2022 - 07.2023
- Resolved policy discrepancies, achieving 90% customer satisfaction rate
- Analyzed claims to identify common fault trends, reducing outstanding claim payments by
- Utilized data-driven approach to improve customer satisfaction by 25%
- Resolved claim discrepancies by coordinating with members and providers, resolving 5 cases within 48 hours
- Managed complete customer experience, resulting in 99% satisfaction rate.
Dental Assistant
Dentistry School, Santos Cruz Office
- Assisted with all aspects of general dental procedures
- Supervised sterilization and preparation of dental instruments and equipment
- Updated and maintained patient dental histories in electronic health record systems
- Prepared patients for oral examinations and assisted in treatments.
- Sterilized rooms and prepped equipment and instruments for 5 procedures daily
Phlebotomist
Charleston Area Medical Center
01.2020 - 01.2021
- Mentored and coached new team members, resulting in high retention rates
- Conducted audits of patient charts and test results, achieving 100% adherence with quality standards
- Provided high-quality patient care through daily telephone screenings and triage of patient needs
- Managed patient records in compliance with HIPAA regulations.
- Established and maintained positive working relationships with patients, staff and clinical personnel to build trust and camaraderie
Education
BBA -
BridgeValley Community And Technical College
Charleston, WV2025
Certified First Mental Health Aid Effective Communications and Human Relations, Dale Carnegie -
Mental Health Aid
2011
Skills
- Dental insurance coverage interpretation
- Data-driven customer service
- Advising and Educating Patients
- Compliance with HIPAA and healthcare regulatory guidelines
- Customer experience management from enrollment to post-service
- Chair Side Assistance
- Medical Records Management
- Health and Safety Practices
- Electronic Charting
Certification
- Certified Mental Health Aid
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Bilingual Navigator Concierge / Customer Advocate
Blue Cross Blue Shield
03.2022 - 07.2023
Phlebotomist
Charleston Area Medical Center
01.2020 - 01.2021
Dental Assistant
Dentistry School, Santos Cruz Office
BBA -
BridgeValley Community And Technical College
Certified First Mental Health Aid Effective Communications and Human Relations, Dale Carnegie -
Mental Health Aid
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