ELISSA VASCONEZ
San Diego
Summary
Highly experienced, resourceful, and dedicated Client Service Associate with seven years of experience working in customer service and health care. Strong expertise in excellent communication skills, fast learner, and bilingual (English/Spanish). Hardworking, professional, and outgoing individual ready to use my skills and abilities to push to the next level towards to achieving company goals.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Client Support Specialist
Hologic
San Diego, CA
06.2024 - 01.2025
- Respond to inquiries regarding service issues, test information, supplies, and requests for clinical or anatomic pathology reports.
- Managing entire order process for specific OAEs, and any accounts that are assigned to those OAEs, in Salesforce.com (SFDC).
- Faxing or calling Ordering Provider when necessary for missing information, clinical discrepancies, specimen issues, etc. and for following up consistently to obtain in a timely manner.
- Faxing specimen requests to pathology and following up regularly to expedite turnaround time (TAT)
- Handling inbound and outbound calls (60 a day)
- HIPAA Compliance: Maintain strict patient confidentiality and follow HIPAA regulations when handling patient information.
Client Success Associate
National University
01.2023 - 04.2024
- Addressing customer concerns and product issues, and communicating in a professional, positive manner.
- Attended training sessions to grow knowledge of product and to develop customer service skills.
- Resolving phone and email customer / staff inquiries.
- Maintaining accurate records for weekly/monthly reporting.
- Referred unresolved customer grievances to designated departments or individuals for further investigation.
- Maintaining confidentiality of information.
- Gathering data from various sources, including databases, spreadsheets, and other structured or unstructured data sets.
- Entered data into computer utilizing word, excel, powerpoint and outlook.
Client Service Associate
LPL Financial
11.2021 - 09.2022
- Built sustainable client relationships built on trust by applying excellent communication and interpersonal skills.
- Track, monitor and ensure customer complaints or issues are handled in a timely manner including escalating as necessary, getting to resolution and root cause analysis.
- Managed over 40 calls per day.
- Assisted clients with preparing financial plans, conducting investment research and completing trades and transactions to assess and meet financial goals.
- Communicated professionally with clients and Financial Advisors.
- Providing sound financial advice to clients.
Customer Service Representative
Blue Shield of CA (Magellan Mental Health)
11.2020 - 10.2021
- Working knowledge of Protected Health Information (PHI), HIPPA
- Maintain frequent phone calls with provider representatives, third party customers representatives and case managers.
- Answering inbound calls inquiring services, billing, claims, prior authorizations, crisis and eligibility and benefits.
- Provide exceptional customer service, resolve any customer request in a timely and accurate manner.
- Entered data into a computer utilizing word, excel and outlook.
Patient Service Representative
Covance
09.2019 - 03.2020
- Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
- Call center Inbound/outbound calls.
- Answered up to 60 calls.
- Identify needs, clarify information, research every issue provide solutions or alternatives.
- Work with different medical insurance companies to determine if patients are eligible for their treatment.
- Training and knowledge of ICD 10,CPT/HCPCS Codes.
Caregiver
Accent Care
04.2019 - 08.2019
- Maintained clean and well-organized environment for client happiness and safety.
- Prepared and submitted client progress notes.
- Oversee clients schedule consisting of exercise routines, doctors appointments, medication intake and recreational activities.
- Monitored vital signs and medication use, documenting variances and concerning responses.
Administrative Assistant
T.I.P Services
09.2017 - 03.2019
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Meeting with clients to assess their immigration needs, provide information on available services, and advise on relevant immigration options and procedures.
- Assisted supervisor with daily tasks.
- Assemble and process tax returns and process extensions as needed.
- Perform full administrative duties including typing memorandums and engagement letters, correspondence, documents and reports.
- Entered data into a computer utilizing word, excel, and outlook, filing records, answering phone calls, and relaying messages.
Education
High School -
Otay Ranch High School
San Diego, CA06-2018
Skills
- Detail Oriented
- Proficient with MS Office
- Bilingual (English/Spanish)
- Teamwork and collaboration
- Salesforce
- Customer Account Management
- Excellent Communication Skills
- Critical thinker and problem solver
Certification
- Feb 2024
- Salesforce Certification
Timeline
Client Support Specialist
Hologic
06.2024 - 01.2025
Client Success Associate
National University
01.2023 - 04.2024
Client Service Associate
LPL Financial
11.2021 - 09.2022
Customer Service Representative
Blue Shield of CA (Magellan Mental Health)
11.2020 - 10.2021
Patient Service Representative
Covance
09.2019 - 03.2020
Caregiver
Accent Care
04.2019 - 08.2019
Administrative Assistant
T.I.P Services
09.2017 - 03.2019
High School -
Otay Ranch High School