Winona Gonzales
Colfax,CA
Summary
Dynamic Insurance Billing Coordinator at Image Specialty Partners with a proven track record in claim management and patient service. Recognized as Employee of the Year for optimizing workflows and enhancing team performance. Skilled in HIPAA compliance and effective communication, driving minimal write-offs and fostering strong stakeholder relationships.
Overview
21
21
years of professional experience
Work History
Insurance Billing Coordinator
Image Specialty Partners
07.2020 - 06.2025
- Claim Management & Follow-up: Orchestrated the end-to-end claim submission process for 8 offices, including meticulous 30-45 day follow-ups to ensure claim receipt and payment.
- Team Leadership: Managed and mentored a 2-person follow-up team, optimizing workflows and performance.
- Financial Acumen: Proactively managed 90-day insurance past-due reports, resulting in minimal write-offs. Responsibly posted insurance payments for 4 of 8 offices.
- Stakeholder Support: Provided expert support to both office staff and policyholders, resolving complex insurance inquiries with efficiency and clarity.
- Patient Service: Delivered exceptional patient service and phone support in a fast-paced environment.
- Award & Recognition: Recognized as Employee of the Year in 2023 for outstanding contributions and performance.
Customer Service Lead
Bass Pro Shops Outdoor World
09.2016 - 08.2020
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Enhanced customer satisfaction by resolving complex issues and providing timely solutions.
- Trained, oversaw, and mentored new team members to strengthen performance and job expertise.
- Handled escalated customer complaints professionally, ensuring prompt resolution and follow-up actions were taken as necessary.
- Supervised day-to-day customer service operations to provide staff with guidance and drive productivity.
- Improved team efficiency by implementing new training procedures and streamlining work processes.
- Managed high call volumes while maintaining a professional demeanor, resulting in increased customer loyalty.
Customer Service Representative
TMBC
08.2018 - 07.2020
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Leading a Service Dept to provide excellent customer service, processing warranty, running weekly reports for inventory control, assisting customers, telephone communications, scheduling for a team of 8, multitasking, quality control and overseeing the technicians and riggers preforming the tasks at hand.
Administrative Bookkeeper/HABA Manager
Grocery Outlet Bargain Market
04.2012 - 08.2014
- Streamlined bookkeeping processes by implementing efficient filing systems and automating data entry tasks.
- Enhanced budget management by tracking expenses and comparing actual costs to projected figures, ensuring financial stability.
- Supported audit preparations by gathering necessary documentation and responding promptly to auditor inquiries, facilitating a smooth process.
- Optimized payroll processing by staying current on labor laws and maintaining updated employee records, ensuring accurate payments.
- Ensured compliance with tax regulations by preparing and submitting required documentation accurately and within deadlines.
- Daily operations of inventory control, ordering, data entry, telephone communication, working a cash register, balancing tills, opening and closing daily books, deposits, managing a front end of 6+ years, marketing, customer service, stocking merchandise and running a department exceeding daily goals.
Head Cashier
Grocery Outlet Bargain Market
04.2011 - 04.2012
- Maintained a clean and organized work area, contributing to a pleasant shopping environment for customers.
- Mentored new cashiers, providing comprehensive training that resulted in increased productivity.
- Helped customers complete purchases, locate items, and join reward programs.
- Handled escalated customer concerns with professionalism and empathy, working diligently toward satisfactory resolutions.
- Educated employees on register use, merchandising, and customer service.
- Provided exceptional customer service by promptly resolving issues and fostering positive relationships with patrons.
- Performed store opening, closing, and shift-change actions and kept accurate shift-change logs.
Senior Service Representative
Safe Credit Union
06.2004 - 06.2007
- Streamlined service processes for improved efficiency and reduced response times.
- Developed strong relationships with clients, fostering trust and loyalty.
- Managed a diverse portfolio of accounts, balancing individual needs while maximizing revenue potential for the organization.
- Achieved high levels of customer satisfaction by maintaining expert knowledge on industry trends and product offerings.
- Daily operations of Cash handling, Vault security, Member Service, and Marketing.Assisted in monthly cash security audits, Managed members with account and loan options to secure their financial well being.
Education
High School Diploma -
Del Oro High School
Loomis06-1996
Skills
- Motivation and initiative
- Patient confidentiality
- Insurance verification
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking
- Reliability
- Excellent communication
- Organizational skills
- Team collaboration
- Customer service
Timeline
Insurance Billing Coordinator
Image Specialty Partners
07.2020 - 06.2025
Customer Service Representative
TMBC
08.2018 - 07.2020
Customer Service Lead
Bass Pro Shops Outdoor World
09.2016 - 08.2020
Administrative Bookkeeper/HABA Manager
Grocery Outlet Bargain Market
04.2012 - 08.2014
Head Cashier
Grocery Outlet Bargain Market
04.2011 - 04.2012
Senior Service Representative
Safe Credit Union
06.2004 - 06.2007
High School Diploma -
Del Oro High School
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