Summary
Overview
Work History
Education
Skills
Timeline
Generic

Victoria Cantu

Houston,TX

Summary

Proficient customer service representative in charge of answering more than 50 calls a day in a fast and effectively manner, resolve issues with empathy and care. Ability to document specific points about a case. Capable of working with a team and share ideas to conduct a task that brings the best outcome to our extensive experience in the customer service industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Calm and composed in stressful situations with successful record of reducing customer dissatisfaction through acknowledgment, decisive communication and focused solutions. Motivated to maintain customer satisfaction and contribute to company success.

Overview

8
8
years of professional experience

Work History

Front Desk Receptionist

Midtown Family Medicine
03.2024 - Current
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
  • Scheduled, coordinated and confirmed appointments and meetings.
  • Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
  • Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
  • Collected room deposits, fees, and payments.
  • Enhanced customer satisfaction by providing efficient and professional front desk services.
  • Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
  • Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
  • Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
  • Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
  • Maintained confidentiality of sensitive data to protect customer and business information.
  • Maintained accurate records of visitor logs for security purposes and compliance with company policies.
  • Assisted with administrative tasks such as filing, data entry, and document preparation, supporting overall office productivity.
  • Supported billing department by verifying coverage details to ensure correct invoicing of clients and prompt payment from insurers.
  • Safeguarded client privacy by adhering to stringent HIPAA regulations in all aspects of work responsibilities.
  • Collaborated with healthcare providers to obtain required patient information for accurate insurance verification.
  • Strengthened relationships between insurers, clients, and healthcare providers through clear communication and timely resolution of disputes or inquiries.
  • Streamlined the verification process with meticulous attention to detail, ensuring accurate data entry and documentation.
  • Demonstrated expertise in various insurance plans, including HMOs, PPOs, and government-sponsored programs, ensuring accurate verification for diverse client populations.
  • Verified all patient demographic information when registering for services.
  • Facilitated smooth transitions between health plans or policy changes for clients by coordinating updates across departments within the organization as needed.

Customer Service Representative

Apex(Contract)
10.2023 - 12.2023
  • Verified patient eligibility and benefits for insurance coverage.
  • Processed incoming requests, inquiries, and authorizations from health care providers.
  • Researched insurance plans to determine coverages and benefits available.
  • Provided detailed information regarding medical policies, procedures, and protocols.
  • Assisted with managing billing issues and resolving discrepancies.
  • Performed outbound calls to verify patient's insurance coverage status.
  • Adhered to HIPAA guidelines when handling confidential information.
  • Verified that patients had proper insurance coverage prior to procedures or appointment scheduling.
  • Maintained accurate records of patient data in the system.
  • Assisted in scheduling, rescheduling, and canceling appointments for patients.
  • Verified insurance information prior to appointment booking.

Customer Service Adcocate

Harris Health CHC Member Services
11.2021 - 09.2023
  • Provide excellent costumer service to more than 50,000 members by answering any type of questions they may have in regards of their eligibility, interpret their benefits and answer any claim concerns they may have
  • Multitasking between active listening, empathy, problem solving and communication in a timely manner while maintaining HIPAA laws confidentiality
  • Assist Members with Eligibility, Authorization, Claim and Pharmacy questions
  • De-escalate issues that may arise -Assist Members to access medical care by locating/assigning a physician -Meet Schedule adherence -Compliant with Call Quality KPI’s and HIPAA
  • Provided accurate, valid, and complete information to customers in a timely manner.
  • Explained complex regulations related to Medicaid programs to clients in a clear and concise manner.
  • Researched and responded to inquiries from clients regarding Medicaid coverage and benefits.
  • Maintained an up-to-date understanding of federal and state laws governing Medicaid services.
  • Monitored changes in state policies and regulations concerning Medicaid programs and adjusted procedures accordingly.
  • Assisted in scheduling, rescheduling, and canceling appointments for patients.
  • Verified insurance information prior to appointment booking.
  • Managed a high volume of emails related to appointment scheduling requests.
  • Resolved customer complaints in a professional manner.
  • Ensured compliance with HIPAA regulations when handling confidential information.
  • Worked collaboratively with other team members to meet departmental goals.
  • Utilized various software programs such as Microsoft Office Suite for reporting purposes.
  • Provided assistance with additional tasks as needed or requested by management.
  • Scheduled and confirmed appointments.
  • Updated reports and daily logs for management use and permanent files.

CPI Wirecloth and Screens, INC
08.2018 - 11.2021
  • Verified orders by comparing names and quantity of items packaged with shipping documents
  • Inspected incoming and outgoing shipments to identify discrepancies with records, while efficiently working to maintain enough supply levels to meet business and customer needs
  • In charged of packaging and securing shipment items to delivered materials to different work areas and staff
  • Maintained up-to-date price lists to accurately calculate shipping shortage and demurrage costs.

City Wings Manager/ Bartender

Big
02.2017 - 08.2018
  • Supervised and trained staff on preparing and delivering drinks, handling food and money, also setting up bar at the beginning of shift and breaking down at the end of each shift to facilitate operations
  • Organized bar inventory and storage procedures to keep stock within optimal levels and meet expected customer demands
  • Performed opening and closing duties such as: printing sales reports, setting up for incoming shift, preparing cashdrawers and taking inventory
  • Maintained relationships with restaurant vendors to facilitate effective inventory management and implement cost controls.

Education

Bachelor of science -

San Jacinto College
Pasadena, TX

High School Diploma -

J. Frank Dobie High School
Houston, TX
05.2006

Skills

  • Computer skills
  • Schedule planning
  • Staff supervision
  • Safety and compliance
  • Multi-line phone talent
  • Computer Proficiency
  • Microsoft Office Expertise
  • Inbound and Outbound Calling
  • Typing Proficiency
  • Microsoft Outlook

Timeline

Front Desk Receptionist

Midtown Family Medicine
03.2024 - Current

Customer Service Representative

Apex(Contract)
10.2023 - 12.2023

Customer Service Adcocate

Harris Health CHC Member Services
11.2021 - 09.2023

CPI Wirecloth and Screens, INC
08.2018 - 11.2021

City Wings Manager/ Bartender

Big
02.2017 - 08.2018

High School Diploma -

J. Frank Dobie High School

Bachelor of science -

San Jacinto College

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Victoria Cantu