Elsy Santamaria
Glendale
Summary
Dynamic representative with a solid foundation in customer service and processing orders efficiently. Known for strong leadership and effective problem resolution, consistently improving processes and managing customer/ patients accounts to drive organizational success.
Overview
12
12
years of professional experience
Work History
Custom Rehab Representative
Western Drug Medical Supply
Glebdale
10.2021 - Current
- Reviewed clinical data from medical records to assign ICD, CPT, and HCPCS codes.
- Reviewed account information to confirm patient and insurance information is accurate and complete.
- Submitted & followed up on any outstanding referrals or authorizations needed for care.
- Communicated with patients, healthcare personnel, including practitioners to promote accuracy and any inquiries.
- Quickly responded to staff and client inquiries regarding CPT codes.
- Maintained current working knowledge of CPT and ICD-10 coding principles, government regulation, protocols and third-party billing requirements.
- Processed orders and managed customer accounts efficiently by communicating, assisting questions regarding the process
- Demonstrated strong problem-solving skills when faced with challenging situations or complex inquiries from patients, medical personnel and medical insurance representatives
Customer Service Representative Team Lead
Western Drug Medical Supply
Glendale
03.2017 - 10.2021
- Trained new staff on customer service protocols and company policies.
- Resolved complex customer inquiries and complaints effectively and efficiently.
- Developed training materials to enhance team knowledge and performance.
- Monitored performance metrics to identify areas for improvement within the team.
- Collaborated with other departments to streamline service processes and communication.
- Assessed team workloads to ensure adequate coverage during peak periods of demand.
- Routed calls from multiple sites to correct personnel and assisted with complex cases.
- Coordinated with other supervisors, combining group efforts to achieve goals.
Customer Service Representative
Global Messaging Network
Los Angeles
08.2014 - 01.2017
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Answered customer inquiries and provided accurate information regarding services.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Utilized job-related software to prepare change of address records and issue service discontinuance orders.
Education
High School Diploma -
Allan F Daily High School
Glendale, CA06-2010
Skills
- ICD coding
- CPT coding
- HCPCS coding
- Insurance verification
- Referral processing
- Appointment scheduling
- Call Handling
- Client engagement
- Customer service
- Multitasking
- Team leadership
Languages
Spanish
Professional
References
References available upon request.
Timeline
Custom Rehab Representative
Western Drug Medical Supply
10.2021 - Current
Customer Service Representative Team Lead
Western Drug Medical Supply
03.2017 - 10.2021
Customer Service Representative
Global Messaging Network
08.2014 - 01.2017
High School Diploma -
Allan F Daily High School