Arlene Haunert
Vallejo
Summary
Dynamic customer service professional with extensive experience at Fortuna BMC, excelling in conflict resolution and patient care. Proven ability to manage high call volumes while maintaining a 90% customer satisfaction rating. Bilingual in Tagalog and English, adept at building relationships and ensuring compliance with medical terminology and documentation standards.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Delivery Driver
DOOR DASH
San Francisco
08.2018 - Current
- Customer Service Interaction Order
- Delivery picks up food and other items from local restaurants to the customer's door step in a timely manner.
- Navigation using our Door Dash app.
- Time Management.
- Problem Solving.
Remote Inbound Call Center Medical-Dental Representative
FORTUNA BMC
McClellan Park
08.2024 - 11.2024
- Greeted customers warmly to set the tone of customer experience and provide a welcoming and friendly atmosphere.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
- Responded to customer questions via telephone and written correspondence insurance benefits, provided contracts, eligibility, and claims.
Self Employed Personal In-Home Caregiver
ROLAND AFRICA MANAGEMENT
Hacienda Heights
07.2023 - 06.2024
- Assisted clients with activities of daily living, promoting independence and quality of life.
- Build strong relationships with clients to deliver emotional support and companionship.
- Coordinated closely with family members regarding updates on patient conditions or concerns that arose during the course of caregiving duties.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Contributed to a positive atmosphere for patients by using effective communication and active listening skills.
- Guided patients to the restroom to support bladder and bowel relief requirements.
Remote Inbound Patient Qualifications Specialist
APRIA HEALTHCARE, DME
Lake Forest
11.2022 - 06.2023
- Handled urgent patient discharge requests for a 24-hour hospital facility, ensuring compliance with medical insurance coverage and health plan authorizations.
- Reviewed new patient orders and clinical requirements submitted by referral physicians, facilitating timely access to necessary medical equipment and services.
- Managed patient confidential information, adhering to HIPAA regulations, and ensured accurate coding and data entry.
- Followed all company policies and procedures to deliver quality work.
Remote Inbound Call Center Customer Service Representative
COVERED CALIFORNIA/COLORADO SUBSIDY HEALTHCARE, FANEUIL MARKETPLACE
McClellan Park
10.2019 - 10.2022
- Managed high call volume exceeding 40 calls per day, providing enthusiastic and professional assistance to clients.
- Resolved client issues efficiently, including billing inquiries, technical support, and product information, ensuring client satisfaction.
- Provided bilingual support in Tagalog and English, catering to clients' preferred language.
- Developed and implemented case templates for various client medical needs, enhancing efficiency and service quality.
- Provided empathetic support for customers experiencing personal difficulties, building rapport and trust in our brand.
Remote Inbound Patient Customer Service Representative
VILLAGEMD Chicago
IL
07.2018 - 09.2019
- Handled non-urgent client calls, triaged urgent calls based on medical conditions, and assisted licensed practitioners with referrals.
- Utilized multiple systems simultaneously to access client information, schedule appointments, and verify insurance coverage.
- Demonstrated strong knowledge of medical terminology and procedures, ensuring accurate assistance to clients.
- Maintained detailed records of client interactions and provided additional assistance as needed.
- Inbound Call Center Administrative Office (On-Site).
Remote Inbound Patient Customer Service Representative
MMC GROUP
Irving
02.2018 - 05.2018
- Assisted veterans and dependents in preparing forms and documents for benefits claims, maintaining a 90% customer service rating.
- Handled high call volume, greeting, and assisting veterans with professionalism and empathy.
- Reviewed and processed medical records and service verification status for veterans, ensuring accuracy and compliance.
- Took an active role in patient and family planning processes, providing detailed instructions and responsive assistance.
- Routed 911 dispatched emergency calls.
Inbound Call Center Customer Service Representative
GAP INC
Rocklin
02.2017 - 01.2018
- Online Orders (On-Site), Managed incoming calls for online orders, addressing customer concerns promptly and efficiently.
- Provided detailed information on menus, order procedures, and delivery times, ensuring customer satisfaction.
- Safeguarded customer information during credit card transactions and processed account documents accurately.
- Educated customers on company policies, including return procedures and merchandise quality.
- Managed timely and effective replacement of damaged or missing products.
Outbound Customer Service Representative
SYNCHRONY FINANCIAL
Blue Ash
03.2012 - 12.2016
- Established and managed accounts for business clients, promoting credit line incentives and upcoming promotions.
- Handled high-volume outbound calls, meeting deadlines, and multitasking effectively to meet company demands.
- Provided detailed information on promotional offers and credit line options to corporate clients, ensuring customer engagement and satisfaction.
- Received monthly incentive bonuses for exceptional performance and promoted to higher positions within the company.
- Executed outbound 70 calls more and converted 100% of calls into sales.
- Perfect attendance, excellent work performance protected to leadership trainees.
Education
HIGH SCHOOL DIPLOMA -
Vallejo Adult School
Vallejo, CA10.1988
Skills
- Communication skills
- Computer literacy
- Documentation review
- Bilingual
- Microsoft word
- Microsoft excel
- Data
- Organizational Skills
- Order Entry
- Oracle
- Communications Skills
- Community Relations
- Delivery Driver Experience
- Medical Terminology
- Secure File Transfer Protocol
- ADP
- Phone Etiquette
- Patient Care
- Java
- Microsoft PowerPoint
- Transfer Assistance
- Medicaid Health Insurance Rep
- Medical Enrollment
- Medicare Specialist
- Call handling
- Data entry
- Billing inquiries
- Technical support
- Customer service
- Medical terminology
- Compliance standards
- Relationship management
- Patient interaction
- Active listening
- Conflict resolution
- Eligibility determination
- Relationship building
- Empathy display
- CRM navigation
- Account updating
- Telephone etiquette
- Customer satisfaction
- Quality assurance
- Payment processing
- Multitasking and organization
- Documentation and reporting
- Reliability and punctuality
- Follow-up procedures
- Language fluency
- Membership renewals
- Product knowledge
- Analytical
- Proficient in [software]
- Verbal and written communication
Certification
Mandatory Compliance: Complete Required Certifications
Awards
Kudos - going above and beyond to ensure delivering/assisting great experience for the clients, members, customers
Languages
- Tagalog
- English, Fluent
- Tagalog, Native (Write: Beginner, Read: Intermediate, Speak: Fluent)
Languages
Tagalog
Full Professional
Timeline
Remote Inbound Call Center Medical-Dental Representative
FORTUNA BMC
08.2024 - 11.2024
Self Employed Personal In-Home Caregiver
ROLAND AFRICA MANAGEMENT
07.2023 - 06.2024
Remote Inbound Patient Qualifications Specialist
APRIA HEALTHCARE, DME
11.2022 - 06.2023
Remote Inbound Call Center Customer Service Representative
COVERED CALIFORNIA/COLORADO SUBSIDY HEALTHCARE, FANEUIL MARKETPLACE
10.2019 - 10.2022
Delivery Driver
DOOR DASH
08.2018 - Current
Remote Inbound Patient Customer Service Representative
VILLAGEMD Chicago
07.2018 - 09.2019
Remote Inbound Patient Customer Service Representative
MMC GROUP
02.2018 - 05.2018
Inbound Call Center Customer Service Representative
GAP INC
02.2017 - 01.2018
Outbound Customer Service Representative
SYNCHRONY FINANCIAL
03.2012 - 12.2016
HIGH SCHOOL DIPLOMA -
Vallejo Adult School