Dawn Rodriguez
Diamond Bar,CA
Summary
Outgoing professional with collaborative and flexible approach to reaching mutually beneficial resolutions. Exceptional ability to work under pressure and during high volume queue/calls.
Overview
26
26
years of professional experience
Work History
Patient Care Coordinator
Western University of Health Sciences
10.2010 - Current
- Manage international students, promoting diversity
- Manage approximately 50 incoming and outgoing call, emails, and faxes a day
- Provide exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience
- Manage sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Communicate with insurance companies to verify coverage and obtain authorizations for treatments and procedures.
- Streamline communication between patients, students, and their respective faculty and ensuring timely responses to inquiries and concerns.
- Coordinate with billing department and claim processing, reducing errors and financial discrepancies.
- Foster strong relationships with referral sources for increased network connections, benefiting both clinic and its patients through expanded resources.
Front Office/Registered Dental Assistant
Titanium Dental Implant Center
04.2008 - 10.2010
- Managed front desk duties, including greeting patients, handling phone calls, and maintaining communication between staff members.
- Scheduled appointments for new and existing customers, factoring in provider availability and scheduling loads.
- Documented patient dental health information, medical history, and vital signs for future reference.
- Typed patient data into computer system using Eagle soft while following privacy laws and maintaining high-level accuracy.
- Provided exceptional customer service, addressing patient concerns and answering questions professionally and empathetically.
Customer Service/Sales
Lisi Aerospace
07.2005 - 06.2007
- Managed high call volume (no fewer than 60 calls day), while maintaining professional and friendly demeanor with all clients.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Demonstrated flexibility in adapting to fluctuating workloads, taking on additional responsibilities when needed without compromising quality of service.
Customer Service/Quality Assurance
EarthLink Internet Services
06.1998 - 12.2004
- Answered approximately 75 customer service calls per day, and promptly to avoid on-hold wait times.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Answered constant flow of customer calls with minimal wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
Registered Dental Assistant Licensure -
Citrus College
06.2007
Diploma -
John A. Rowland High School
06.1995
Skills
- Microsoft PowerPoint
- Excellent Verbal/Written Skills
- Microsoft Excel
- Ability To Work Independently
- Microsoft Access
- Team Player
- Microsoft Outlook
- Ability To Meet Deadlines
- Critical Thinking Skills
- HIPAA Compliance
- Organizational Skills
Accomplishments
Outstanding Student Service Award 2014, 2019, and 2022
Employment Objective
To obtain a position and work in an environment that will utilize my experience, knowledge, good judgment, excellent communication skills, and ability to work under pressure. Accustomed to working with a diverse patient clientele and providing a safe setting in which quality care is a primary objective.
References
Written references available upon request
Timeline
Patient Care Coordinator
Western University of Health Sciences
10.2010 - Current
Front Office/Registered Dental Assistant
Titanium Dental Implant Center
04.2008 - 10.2010
Customer Service/Sales
Lisi Aerospace
07.2005 - 06.2007
Customer Service/Quality Assurance
EarthLink Internet Services
06.1998 - 12.2004
Registered Dental Assistant Licensure -
Citrus College
Diploma -
John A. Rowland High School
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