Summary
Overview
Work History
Education
Certification
Timeline
Generic

Gloria Canales

Lynchburg

Summary

Dynamic and detail-oriented professional with a proven track record at United Health Group, excelling in customer service excellence and problem resolution. Adept at managing high call volumes while ensuring data privacy compliance, fostering strong client relationships, and enhancing operational efficiency. Committed to delivering exceptional support and optimizing communication within teams.

Professional with extensive experience in providing exceptional customer service and administrative support. Strong focus on collaboration and adapting to changing needs ensures effective team dynamics and smooth operations. Skilled in managing multi-line phone systems, scheduling, and maintaining welcoming environment. Reliable, organized, and poised to enhance front desk efficiency and client satisfaction.

Overview

23
23
years of professional experience
1
1
Certification

Work History

Front Desk Receptionist

Westminster Canterbury
06.2018 - 12.2023
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
  • Scheduled, coordinated and confirmed appointments and meetings.
  • Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
  • Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
  • Collected room deposits, fees, and payments.
  • Enhanced customer satisfaction by providing efficient and professional front desk services.
  • Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
  • Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
  • Maintained confidentiality of sensitive data to protect customer and business information.
  • Improved communication flow by establishing daily briefing for front desk and administrative staff.

Insurance Customer Service Representative

United Health Group, Optum
04.2015 - 03.2017
  • Managed high call volume while maintaining professionalism, empathy, and attention to detail in each interaction.
  • Processed policy updates and changes accurately, ensuring client needs were met in a timely manner.
  • Answered incoming phone calls to articulate product value to prospective customers and support current policyholders.
  • Responded to customer requests for products, services, and company information.
  • Handled sensitive customer information with discretion, adhering to strict data privacy regulations at all times.
  • Completed customer applications and updated records to reflect current information.
  • Fielded customer complaints, escalating complex issues to management for resolution.
  • Fostered strong relationships with clients, providing personalized service and assistance on various insurance products.
  • Reviewed and adjusted customer coverage levels to address, identify, and resolve customer conflicts.
  • Contributed to team meetings with insightful feedback, aiming for continuous improvement in customer service.

Health Unit Coordinator

Holy Cross Hospital - Holy Cross Hospital
03.2001 - 10.2016
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Enhanced communication between medical staff by promptly answering phone calls, relaying messages, and responding to inquiries.
  • Assisted nursing staff with daily tasks, contributing to a well-organized and efficient unit environment.
  • Assembled and maintained patient medical records and other documents related to patient care.
  • Assisted with processing patient admissions, transfers and discharges.
  • Increased efficiency in the workplace by training new Health Unit Coordinators on policies, procedures, and software applications.
  • Managed multiple priorities simultaneously while maintaining attention to detail under pressure in a fast-paced healthcare environment.
  • Responded to patient call lights to expedite appropriate follow-through.
  • Ensured patient safety through strict adherence to HIPAA regulations and maintaining confidentiality of sensitive information.
  • Provided exceptional customer service by addressing patient concerns with empathy and professionalism.
  • Ordered supplies proactively to ensure adequate stock levels were maintained at all times within the health unit.
  • Maintained accurate patient records through diligent data entry and timely updates in the electronic health record system.
  • Contributed to a welcoming environment for patients and their families as the first point of contact at the health unit''s reception desk.
  • Entered work orders into computer system for appropriate departments regarding maintenance issues and biomed needs.
  • Served as an integral part of the health unit by willingly taking on additional responsibilities as needed, demonstrating adaptability and teamwork.
  • Coordinated successful discharges from the facility by liaising with other departments and ensuring necessary paperwork was completed promptly.
  • Aided physicians'' workflow efficiency by accurately transcribing orders into appropriate systems.
  • Streamlined patient admission process, significantly reducing wait times by meticulously organizing and updating patient records.
  • Increased department efficiency by organizing and maintaining stock of medical supplies, ensuring readiness for patient care needs.
  • Scheduled surgeries, managed pre-certifications and verified insurance coverage.
  • Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.

Education

Cerificate - Medical Billing And Coding

Montgomery College
Rockville, MD
04-2008

Certification

Physician Office Medical Billing

Timeline

Front Desk Receptionist

Westminster Canterbury
06.2018 - 12.2023

Insurance Customer Service Representative

United Health Group, Optum
04.2015 - 03.2017

Health Unit Coordinator

Holy Cross Hospital - Holy Cross Hospital
03.2001 - 10.2016

Cerificate - Medical Billing And Coding

Montgomery College

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Gloria Canales