Milagro Ochoa
Modesto
Summary
A focused Client Service Specialist understanding the importance of customer service in the healthcare industry. Highly skilled, well organized, with demonstrated knowledge of healthcare procedures and 5+ years of client and patient experience. Self-starter with excellent judgment and multitasking abilities.
Overview
14
14
years of professional experience
2
2
Languages
Work History
Customer Service Representative
ArteraAI
12.2024 - Current
- Deliver exceptional customer service to a diverse clientele, including clinicians, clinical staff, and administrators, ensuring a seamless and high-quality ordering experience
- Guide customers through the entire lifecycle from onboarding and training to order management, proactively identifying and resolving challenges with a courteous and solution-oriented approach
- Respond to ticketed inquiries with a strong sense of urgency and curiosity, applying critical thinking and problem-solving skills to achieve prompt, effective resolutions
- Collaborate cross-functionally with internal teams and external partners, fostering strong working relationships to enhance service delivery
- Manage escalated calls with professionalism and efficiency, resolving complex customer issues to the satisfaction of both the client and the organization
- Fulfill customer requests for products, services, and company information, maintaining a high standard of accuracy, responsiveness, and client satisfaction
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients
Client Service Associate II
Guardant Health
08.2023 - 11.2024
- Responsible for receiving and responding to all types of communication: phone, email and web inquiries from customers (physician offices, laboratories, and hospitals), sales representatives and patients
- Contribute to volume growth in the territory by resolving cases quickly with a sense of urgency
- Work in a team environment and contribute to the department and company goals
- Keep precise and clear documentation of all email, fax, phone communications and follow up activities
- Managed approximately 40 incoming calls, emails and faxes per day from customers
- Adhere to Standard Operating Procedures (SOP’s) pertaining to data entry and data verification requirements
- Contact physicians and other medical personnel to obtain missing information required to complete the order entry process
- Follow up with HCPs for outstanding payment
- Partner with the Clinical lab to ensure client information is correctly entered
- Collaborated with stakeholders for business needs and ensure they align with the organization’s strategic goals
- Assist with kit ordering, coordinating Offsite Phlebotomy Services as needed
- Communicate to clients, patients and sales team using Salesforce (CRM) and other integrated software platforms
- Achieve team and individual goals and monitor personal metrics
- Use problem solving skills to resolve customer complaints and escalated situations
Client Service Support II
Invitee
02.2021 - 08.2023
- Provided email and phone support to customers, including physicians, clinics, medical staff, and patients, ensuring high-quality service and satisfaction.
- Consistently achieved team and individual goals, as measured by personal metrics, by applying critical thinking and problem-solving skills
- Monitored and analyzed personal performance metrics, contributing to continuous improvement in service delivery and client satisfaction
- Familiarity with oncology tests
Data Processing Associate
Invitee
12.2017 - 02.2021
- Consult with the sales team, client relationship manager, billing, and lab operations to resolve discrepancies and create effective solutions
- Facilitate clients during the entire sample to report process, and assist with educating clients on policies and processes
- Contact hospitals and clinics to confirm patient demographics, ICD-10 codes, genetic test panels, and insurance, to resolve data discrepancies
- Assist with coordinating sending of collection kits and arrangement of phlebotomy draws for patients
- Contact; as primary POC for ordering healthcare providers
- Functioned as the liaison for the new providers for product questions, submissions, and processes; communicate and escalate cross-functionally as needed
- Resolved patient/customer complaints by identifying problems and coordinating appropriate corrective actions to enhance client satisfaction
- Transcribed and compliance review of sensitive client documentation and supportive materials to ensure accuracy and integrity of data within HIPPA guidelines and company policy
Data Entry Clerk
Sutter Health
09.2017 - 12.2017
- Able to demonstrate professional attitude and courtesy with clients when interfacing with clients and patient
- Ensure accurate data and medical records while maintaining a well organized filing system
- Transferred data from handwritten clinician orders to digital systems, maintaining minimal data entry errors
- Identified discrepancies in order information, efficiently triaging over issues monthly to appropriate teams via Salesforce and JIRA
- Prioritized projects to meet team goals in timely manner
- Streamlined data entry processes for faster EMR input, reducing errors and inconsistencies in patient records.
- Consistently completed all daily tasks and assignments
- Maintain strict standards of quality and policies to adhere to HIPPA compliance
- Trained and assisted new hires on diagnostic procedures in both verification and documentation
- Contributed to ad hoc projects, including presentations and reports, enhancing team knowledge and process understanding
- Streamlined patient records by efficiently managing EMR system updates and data entry.
- Ensured employee data and consent surveys into computer records
- Verified entered client and account data by reviewing, correcting, deleting, or reentering data; combining data from when account information is incomplete; purging files to eliminate duplication of data.
Front Desk Coordinator
Invitee
01.2017 - 04.2017
- Greeted clients entering the establishment with a positive attitude, enhancing the overall client experience.
- Assisted clients with sign-in for meetings with employees, ensuring a smooth and efficient process.
- Maintained e-mails and calendar for office workday, improving organizational efficiency and communication
Caregiver
Home Support Services, IHSS
10.2011 - 08.2016
- Provided comprehensive care for disabled individuals over the age of 60, ensuring their daily living needs were met, including changing, bathing, and bathroom assistance
- Maintained a clean and safe living environment, enhancing residents' comfort and well-being
- Accompanied patients to clinics and appointments, ensuring timely and accurate communication with healthcare providers
Education
Bachelor of Science - Public Health Education
San Francisco State University
San Francisco, CA 05.2001 -
Skills
- High customer service standards
- Project organization
- Salesforce
- Jira
- Microsoft Word
- Sales Support
- Call management
- Adaptability and flexibility
- Customer relationship management
Customer relationship management
Timeline
Customer Service Representative
ArteraAI
12.2024 - Current
Client Service Associate II
Guardant Health
08.2023 - 11.2024
Client Service Support II
Invitee
02.2021 - 08.2023
Data Processing Associate
Invitee
12.2017 - 02.2021
Data Entry Clerk
Sutter Health
09.2017 - 12.2017
Front Desk Coordinator
Invitee
01.2017 - 04.2017
Caregiver
Home Support Services, IHSS
10.2011 - 08.2016
Bachelor of Science - Public Health Education
San Francisco State University
05.2001 -
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