Victoria Belizaire
Summary
To obtain a position with a company that will allow me to professionally develop and utilize my knowledge, technological skills, bilingual skills and customer service experiences to enhance and support external and internal customers and the company.
Overview
10
10
years of professional experience
Work History
Medical Call Center Coordinator
Central Florida Kidney Specialists
10.2023 - Current
- Handle inbound and outbound calls, including the processing and upkeep patients profiles and handling inquiries and issues
- Reach out to all new patients and introduce them to services and products via telephone
- Respond to incoming calls and answer any related questions
- Greeting patients professionally both in person and on the phone
- Answer high volume call volume from automated phone system
- Enter new, scheduling, or updating patient profile including primary care physician, referring physician, insurance information and updating patient's current information, as necessary in the Electronic Health Record
- Quickly answering or properly referring questions and concerns to appropriate personnel
- Optimizing provider schedules and patient satisfaction with efficient scheduling
- Notifying providers of patient arrivals
- Ensuring availability of treatment information by retrieving and updating patient records
- Verifying financial records and collecting patient charges while filing and expediting third-party claims
- Maintaining office inventory and equipment by anticipating supply needs and expediting supply orders
- Make reminder calls daily to patients for upcoming appointments
- Answer and manage phone calls and fax line as needed
- Address voicemails throughout the day
- Scan new patient medical records into the system before appointment
- Other duties as assigned.
Patient Care Specialist/Call Center
Acaria Health Specialty Pharmacy
04.2019 - 10.2023
- Handle inbound and outbound calls, including the processing and upkeep of pharmacy orders and handling of order inquiries and issues
- Reach out to all new patients and introduce them to services and products via telephone
- Respond to incoming calls and answer any related questions
- Maintain patient census and reach out to patients prior to them needing their medications
- Ascertain from the patient all of their supply needs and review medication inventory
- Offer any additional support or assistance, such as consultations with pharmacists and classes
- Maintain statements and inform patients of co-pays and past due amounts
- Process payments in the form of credit card transactions
- Schedule delivery of medication after all patient needs are addressed
- Document all related communications with pharmacy personnel, patients, physicians, nursing agencies and other related individuals
- Provide technical support to physicians, nurses, and patients
- Assist and maintain all related pharmacy records (prescription logs, care plans, medication profiles, and any other related files) as determined by the pharmacist
- Perform various related tasks as determined by management or the State Board of Pharmacy or Joint Commission.
CSR I/Call Center
Alight Solutions
11.2015 - 03.2019
- Handled high volume of inbound calls from our clients' employees to answer questions, provide education, and solve complex HR and financial issues related to their health care benefits, 401k savings and retirement plans, leaves of absence, payroll, etc
- Processing transactions such as health enrollments, tax and direct deposit updates, 401k withdrawals or contributions, and retirement elections
- This may include additional research and ongoing casework
- Toggle between multiple screens and systems to provide answers and support, this may include assisting the caller in navigating the system
- Creating and updating files in our database as well as communicate with any third parties to research and assist the customer with updates or inquiries
- Communicate regularly with participant, managers and supervisor, providing product updates, technical support and other account-related reports such as changing account information, account retention, and a diversity of participant related calls
- Resolve participant requests in a timely manner Acts as a liaison between client and internal departments to resolve issues
- Analyze and understand when an issue requires a sense of urgency or the need to escalate to determine root cause and involves additional team members when necessary
- Identify problem trends and makes recommendations for eliminating problem sources
- Identify and makes suggestions for process improvements to help develop new processes and procedures
- Provide overflow support for customer service calls
- Navigate in a Windows Microsoft, Lotus, Skype, Bluezone, Service Connect & CSPro-(VSIOP) based system through a series of databases in order to access the appropriate information to service the participant
- Research information and calls return back to the participant with resolutions of their case
- Work with the development team: it consists of putting ideas together to make the job easier for the co-workers & new hires, planning events for birthdays, anniversary & holidays for the employees.
Special Accounts Coordinator/CSR/Call Center
Mears Transportation
09.2013 - 11.2015
- Coordinate new or existing accounts and provide client satisfaction by optimizing revenue and encouraging account growth
- Communicate with clients regularly, providing product updates, marketing ideas, technical support and other account-related reports such as billing and invoicing, changing account information, account retention, and a diversity of customer related calls
- Resolve client requests in a timely manner Acts as a liaison between client and internal departments to resolve issues
- Analyze and understand when an issue requires a sense of urgency or the need to escalate to determine root cause and involves additional team members when necessary
- Identify problem and make the necessary recommendations for eliminating problem sources
- Identify and makes suggestions for process improvements
- Develop processes and procedures
- Provide overflow support for customer service calls as needed as well as provide administrative support for Account Manager as needed
- Pre-assign work to qualified chauffeurs
- The order received, phone, email or fax must be coordinated and scheduled in the most efficient manner with customer satisfaction being the number one priority
- The pre-assigning process may be via phone or in person
- Navigate in a Windows based system through a series of databases in order to access the appropriate information to service the customer
- Research information and calls the customer back as required.
Education
American Senior High School
Hialeah, FLSkills
- Microsoft applications (Word, Excel, Power Point, Email Applications, Web Browsers, Copier/Fax, Microsoft Outlook)
- Lotus Notes
- Envolve System
- Script Med System
- SharePoint
- Customer Service
- Problem Solving
- Conflict Resolutions
- Organizational skills
- Scheduling Proficiency
- Empathy and patience
- Data entry accuracy
- Team collaboration
Training
BSA/ Compliance, April 2010, Steps to take in the event of a robbery, How to identify phishing, Fraudulent checks and money laundering Integrity Selling, November 2008, How to approach people, Interviewing and finding out customers' needs, Demonstrating what is being sold, Validating your claim, Negotiating problems and objections, Closing out sales
Languages
Spanish
Native or Bilingual
Timeline
Medical Call Center Coordinator
Central Florida Kidney Specialists
10.2023 - Current
Patient Care Specialist/Call Center
Acaria Health Specialty Pharmacy
04.2019 - 10.2023
CSR I/Call Center
Alight Solutions
11.2015 - 03.2019
Special Accounts Coordinator/CSR/Call Center
Mears Transportation
09.2013 - 11.2015
American Senior High School
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