Petra Christian
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St. Cloud, Florida, United States
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Front Office Assistant/ Business AssistantHeartland DentalDec 2023 - Apr 2024 (5 months)• Greeted patients in the reception area.
• Triaged conversations with adherence to HIPAA laws.
• Checked voicemails, emails, patient text messages, and internal messages queue to assist as needed.
• Assisted with english/spanish outbound/inbound calls, patient registration, confirm appointments, services explanation, HIPAA forms, scheduling coordination, benefits verification, dental account receivable, insurance verification, dental coding/pricing, transaction reconciliation reports, billing analyzation, balance the end of day transaction, submit end of day reports, relationship management, escalation resolution, dental records mgmt. (Dentrix), and opening/closing the office.
• Processed dental claims with narratives,- Bilingual Specialty Care Specialist 1TruistJun 2022 - Oct 2023 (1 year 5 months)• Managed Inbound/outbound calls in English/Spanish following scripts and identity authentications.
• Adhered to federal acts and bank regulations (e.g., BSA/AML-KYC/CDD/USA Patriot Act/CIP/SAP/CFT/, Reg CC, Reg E, Reg Z, Reg D, UDAAP, CRFPB, FDIC, SAR, OFAC, UCC law, and UFO).
• Assisted with inquiries, fraud/ Identity theft detection and prevention, eBills -bill pay, client follow up, WIRE, DDA, Savings acct., Investments acct., Loan/Lines, car titles/registration, credit cards, sale leads, digital banking, acct. profile updates, products referrals, suspicious callers, unusual financial activity (UFO), escalation resolution, and Zelle.
• Processed internal transfers, overpayments reimbursements forms, research forms, courte - Medical Office Receptionist (on call)Premise HealthMay 2022 - Current (4 years 6 months)• Greeted and triage patients in the reception area.
• Assisted with english/spanish outbound/inbound calls, explanation of services offered, scheduling coordination, account registration/updates, check in/check out, HIPAA forms, electronic medical records management (Epic), insurance verification, choosing a PCP, escalation resolution, and walk in emergencies.
• Trained in OSHA act and HIPAA laws.
• Handled multitasking tasks, clerical duties, including pharmacy clerk and data entry.
• Liaised internally with Information Technology (IT), doctors, management, and staff.
• Maintain office areas clean and sanitized.
• Programs used: EPIC -EMR Hyperspace, MS Outlook, and MS Teams. Show less - Eligibility SpecialistRobert HalfSep 2021 - Dec 2021 (4 months)• Recognized for exceeding my daily goal of 25 screened cases by screening 45 + daily cases.
• Communicated in English/Spanish with adherence to identity authentications procedures.
• Assisted as a rental assistance case management, english/spanish outbound/inbound calls, revising completed and incomplete e-filed applications, collection of missing documentations, reporting fraud/identity theft, overpayments detection, property ownership verification, disbursements/ denials/ continuity of benefits, escalations resolution, case follow ups, and with update to landlord and tenants.
• Managed multitasking tasks, including data entry.
• Liaised internally with Information Technology, management, peers, and other departments.< - Bilingual Customer Service RepresentativeFaneuil IncMay 2021 - Jul 2021 (3 months)• Managed Inbound/Outbound calls in Spanish/ English with adherence to identity authentications HIPAA laws.
• Assisted with enrollment in major health plans/dental/ Husky state plan, billing analysis, Affordable Care Act approvals, referrals to brokers, CRM registration, letters translation, required documentations, application results, online acct. registration/updates, and adhered to HIPAA laws.
• Handled multitasking tasks and data entry.
• Liaised internally Information Technology, management, peers, and other departments.
• Programs used: Vistio, CRM, Access Health Ct worker portal, MS Word, MS Outlook, Consumer Portal, Softheon Dental, Kronos, and Sir Speedy. Show less - VAL/BI CSR-Sunport-H1Faneuil IncMar 2021 - May 2021 (3 months)• Answered calls in Spanish/English with adherence to identity authentication processes.
• Navigated through thirty-nine different provided schedules.
• Assisted with vaccine profile registration/updates, scheduling coordinator, confirmed appointments, search for other local providers, confirm local address directions, and arrange medical transportation.
• Managed simultaneous tasks, including data entry.
• Liaised internally Information Technology, management, peers, and other departments.
• Programs used: MS Teams, MS Word, MS Excel, NICE InContact, Appointment Plus, VMware Horizon Client mainframe, Kronos, and United Way Connecticut call scripts Show less - Wage Determination (DEO back-office contract)Faneuil IncNov 2020 - Jan 2021 (3 months)• Department of Economic Opportunity contract.
• Recognized for exceeding the daily goal of 60 applications resolved by solving 71 dailies.
• Assisted with collection of missing documentation, fraud/identity theft reporting, reviewal of IRS tax forms/paystubs/employer earnings letters, wages data entry, problem solving, and sent correspondence with determination results.
• Managed simultaneous tasks, including documents upload and data entry.
• Liaised internally Information Technology, management, peers, and other departments.
• Programs used: MS Teams, MS outlook/ Excel/ Word, DEO Connect, Kronos, Sun Tax, Cisco Finess, and Share Point. Show less - Hybrid Trainer / Bilingual Spanish TeamFaneuil IncMay 2020 - Jun 2020 (2 months)• Reliable and ethical performance leading to assist as a bilingual hybrid training and developing agents.
• Trained employees with written materials and developed them through live customers call environment.
• Creatively planned, developed, and implemented diverse teaching modalities.
• Performed live monitoring of calls, group coaching, and feedback meetings.
• Assessed teams' development and implementation.
• Managed multitasking tasks and data entry.
• Kept management informed of trainees’ progress.
• Monitored trainee’s adherence through company policies, procedures, including attendance and punctuality.
• Software used: Microsoft Teams, Outlook, Word, PDF, DEO Connect, Google Chrome, Kronos, Ci - Bilingual Customer Service Advocate / Claims SpecificFaneuil IncApr 2020 - Mar 2021 (1 year)• Reliable and ethical performance leading to assisting as a Floor Support to teammates to answer questions and solve escalated issues.
• Answered inbound calls in Spanish/English with adherence to identity verification guidelines.
• Assisted with incomplete applications documents, with e-filling, reporting fraud/ identity theft, overpayment detection, digital access credentials, benefits updates, debts incurred, appeals, disbursements, adjudication, and how to upload documents.
• Employers account support with the digital account credentials, add/remove user's, create accounts, add/remove roles, and dispute paid benefits.
• Managed multitasking tasks and data entry.
• Liaised internally with Information Technology - BBilingual Customer Service Representative - (Contract)Dec 2019 - Jan 2020 (2 months)• Answered inbound calls in English/Spanish with adherence to identity security authentications HIPAA processes.
• Assisted with pharmacy orders fulfillment, data entry, patient website navigation, digital credentials, account registration and updates, tracking shipment, plan coverage inquiries, and pharmacy items exchanges.
• Liaised internally with Information Technology (IT) team, management team, peers, and other departments.
• Documented purpose of the call and all actions taken.
• Programs used: MS Excel, MS Outlook, Envolve Pharmacy, and Skype chat. Show less - Bilingual Customer Service DispatchXPOJul 2019 - Oct 2019 (4 months)• Managed multitasking, clerical tasks, including data entry.
• Assisted with english/spanish outbound/inbound calls, appliances exchanges, client retention negotiation, change delivery method, and escalations resolution.
• Transportation coordinator (e.g. scheduling coordinator, outsourcing order fulfillment, re-routing, damage claims intake, dispatch coordinator, complaints intake, driver support, logistics solutions to sales and customer service groups, routes updates, customer liaison, GPS fleet monitoring, and escalations resolution).
• Liaised internally with XPO teams and with Lowes Home Improvement teams.
• Programs used: DMS (Delivery Management System), Internet Explorer, MS Excel, and MS Outlook. Show less - GProcurement Coordinator AssistantGB Construction Services Inc.Feb 2019 - May 2019 (4 months)• Communicated in English/Spanish.
• Assisted with billing analysis, Inventory control, orders fulfillment, purchase materials, Track material for timeliness, price changes, escalation resolution, and delivery coordination,
• Served as a liaison between vendors and GB Construction Services Inc.
• Managed multitasking tasks, clerical duties, including data entry.
• Liaised internally with management and the business owner.
• Programs used: MS Outlook, Adobe Acrobat Reader (PDF), and MS Excel. Show less - GAdmin Assistant/ Service/Warranty RepresentativeGB Construction Services Inc.Dec 2018 - Feb 2019 (3 months)• Greeted guest at the reception area.
• Managed multitasking tasks clerical duties, including data entry.
• Assisted with english/spanish outbound/inbound calls, mail sorting and distribution, ordering office supplies, meeting accommodations, recruitment process, escalation resolution, client follow up, and home builders assistance.
• Home warranty scheduling service coordinator, dispatch coordinator, routing, and monitor progress of job completion.
• Liaised internally with Information Technology (IT), management, peers, and other departments.
• Software used: USPS mail and MS Office. Show less - Customer Service Associate II - Bilingual (Contract)Magellan HealthSep 2018• Communicated in English/ Spanish.
• Assisted with education/inquiries/problem solving with website navigation, update accounts, PCP selection, insurance verification, billing analysis, scheduling coordination, medical transportation arrangement, insurance coverage, problem solving, disputes/appeals, HIPAA release forms, and with health plan services.
• Handled simultaneous tasks, clerk duties, including data entry.
• Adhered to HIPAA laws.
• Liaised as needed.
• Programs used: EDS, OKTA, TMR, HEDIS, ISERIES, and Outlook. Show less - Member Services Front End CashierSam's ClubDec 2016 - Mar 2019 (2 years 4 months)• Assisted in Spanish/English with door greeting, café duties, stocker, problem solving, check inventory availability, phone app, billing, in-store item location, sales and money handling, clean, local directions, cashiering, customer service liaison, and credit card/ membership sales.
• Handle simultaneous tasks, including basic math calculations and data entry.
• Liaised internally.
• Trained in OSHA act.
• Equipment used: cash register, and membership services software. - Sales Associate Clerk7-ElevenSep 2016 - Feb 2017 (6 months)• Assisted in English/Spanish with cashiering, stock merchandise, merchandise receiving clerk, prepared foods menus, cleaning/organizing, inventory control, sales and money handling and escalation resolution.
• Handled multitasking tasks and data entry.
• Trained in OSHA act.
• Adhered to food rotation quality standards, food safety, and sanitation regulations.
• Equipment used: cash register, barcode Inventory scanner, and printer. - WWarehouse SecretarySep 2013 - Nov 2013 (3 months)• Greeted guest at the reception area.
• Assisted with english/spanish outbound/inbound calls, product returns/ exchanges, reimbursements, orders fulfillment, inventory/pricing control, location direction's, payments collection, billing analyzation, product promotions, B2B collections, sales and money handling, and product escalation resolution.
• Transportation coordinator (e.g. create shipping labels, invoicing, bill of ladings, pallet calculation (volume/dimension), booking all LTL shipments, revision of shipped & received documents, scheduling coordinator, escalation resolution, and tracking shipments).
• Managed multitask tasks and data entry.
• Accounts receivable assistant: creation of accounts, set up payment tim - Call Center Operation Administrative AssistantSears Home ServicesApr 2009 - May 2013 (4 years 2 months)• Reliable and ethical performance leading to assist with quality assurance, proposals for process improvement, instruction manuals technical writing, metrics improvement, reporting, etc.
• Supervised a team of 40 associates as a manager on duty in the absence of management.
• Prioritized duties and managed multitasking tasks, clerical work, scheduled queue assignments, create helpdesk service tickets, including data entry.
• Reporting Analyst (e.g., KPI metrics, forecast, predictive data, and trends).
• Analyzed existing and new software for usage and to also recommend useful reports.
• Assisted all levels of management (e.g. Team managers, Unit manager, Operations manager, Regional managers, and C-level executives - CSR, Service FulfillmentSears Home ServicesFeb 2008 - Jun 2013 (5 years 5 months)• Scheduling coordinator for appliance installation and appliance maintenance departments.
• Assisted with english/spanish outbound/inbound calls, contractor onboarding, clients ‘account updates, county permits information, appliance parts ordering, appliance exchanges, client retention, installation cost negotiation, dispatched coordinator, and escalation resolution.
• Managed multitasking tasks, clerical duties, including data entry.
• Liaised internally with Information Technology (IT), management, peers, and other departments.
• Programs used: MS Outlook, MS Excel, MS Word, MS Power Point, Adobe Acrobat PDF, Service Bench, LIS parts and NPS. Show less - SBilingual Customer Service Home DeliverySears Home DeliveryFeb 2007 - Feb 2008 (1 year 1 month)• Transportation coordinator (e.g. scheduling coordinator, damage claims intake, complaints intake, re-routing, driver assistance, dispatch coordinator, provide logistics solutions to sales and customer service groups, client liaison, monitoring shipment, and escalations resolution).
• Assisted with client retention, inbound/outbound calls in english/spanish, orders fulfillment, appliance exchanges, and customer account updates.
• Handled simultaneous tasks, clerk tasks, including data entry.
• Liaised internally with Information Technology (IT), management, warehouse partners, and transportation teams.
• Programs used: POS, NPS, etc. Show less
Education
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- None degree - Graduate in 9 months, Massage TherapistFlorida Metropolitan UniversityJan 2006
- DNone degree- Graduate, Computer Applications in BusinessDevry University - FloridaJan 2005
- NNone degree- Graduate, GEDJan 1998