Rosa S.

Provide both established and prospective clients with estimate of their copays/deductibles for services Use intercom to handle all communication and documentation with different departments, clients, teammates, etc. Handle eligibility inbox and check client insurances to certify we are INN with client’s insurance Update billing invoices when either provider’s or client’s bring up any issues that have been found Issue refunds on invoices if a client was charged incorrectly, or charged twice, or provider requested Assist other teammates with any questions or issues that they came across

Work with different EMR(ECW, and Athena) systems for an anesthesiology company and a gastroenterologist company
Deal with patients and insurance agents in regards to issues with insurance billing and discrepancies
Shadow new hire on calls and make sure that they are ready to take calls on their own
Assist new hires on learning escalation flow and how to accurately verify patient and non-patients
Handle escalated calls of customer’s in different lines of service
Assist with learning new lines of business and provide feedback

Educated customers through live chat, email and phone on best tires, wheels or both for their vehicle Handled customer escalations and diffused critical situations (ex: issues w/payment, refunds, etc,) Updated assigned tasks in Asana with any new information that was provided by a manager/ customer Made sure that any emails pertaining returns, warranties and discounts were handed off to the correct department Monitor live chat support for any issues and assist team during peak hours, and slower times Help provide hands on experience for new team members, helping with any issues or questions they may have

Educated current and potential clients on the processes and clinic services as well as HIPAA Maintained knowledge on current clinic trends, rules, regulations and insurance changes Help clinic supervisors, director and managers with their daily tasks, as well as mail Maintain calendar for over 10 therapists and 2 psychiatrists, with scheduling done up to two months in advance Help maintain client files, and information, ensuring that all contact info/ clinic waivers were up to date Act as first point of contact for clients and resolved any issues before they were considered escalations

Act as morning key holder and opening manager, ensuring all systems and computers were ready for use Access customer accounts and inform them of plans to further enhance their experience Act on customer behalf and troubleshoot accounts if payment issues occurred Maintained customer satisfaction over 90% on accounts Used internal system to oversee and check the current trend of the account Tailored new plans/ promotions to customers and their needs

Act as both customer service/consultant to customers when questions regarding products arose Maintain knowledge of current products and floor changes to better service customers Handle over 50+ inbound customer calls to the store and give information on item availability and holds Maintain a small book of clientele, continuously touching base with them and handling any issues Handle high profile/VIP customers and attended to their needs whether on the phone or in store Help maintain floor standards, and assist with seasonal changes

Act as cash register lead and make sure each register was at 500 for the beginning of the day Be knowledgeable of large/high demand releases and upcoming events Help maintain the changing room and style customers, helping them choose appropriate products for their needs Assisted with customer returns and assisted with over 50+ transactions Answered customer questions in regards to product questions and recommendations on shoe style Oversee designated area of the floor and make sure it was always fully stocked

Source new clients by searching through salesforce and the general area for small businesses Establish a connection with a decision maker and explain why social media is vital for their business Show potential customers how and why interactions online can effect their business in generating more money Educate customers on the different levels of packages we had in order to handle their social media Create a ground for trust and continued partnership by being transparent and answering questions honestly Continue to maintain a pipeline of clients who are willing to do business in the future or are currently ready

Fluent in Spanish. 4 years of studying Mandarin Chinese. China Institute After School Program.