Wendy Gonzalez
Silver Spring,MD
Summary
Assisted team in delivering exceptional customer service experiences. Adapted quickly to new tasks and received comprehensive training throughout employment. Summary of skills available upon request. Provided support as a receptionist managing high call volumes and in-person inquiries. Demonstrated flexibility and strong work ethic in achieving team goals. Focused on enhancing productivity through effective front office management.
Overview
2026
2026
years of professional experience
Work History
Switchboard Operator
Holy Cross Hospital - Holy Cross Hospital
Silver Spring, MD
2019 - Current
- Operated multi-line phone system to manage incoming calls efficiently.
- Directed calls to appropriate departments, enhancing communication flow.
- Collaborated with healthcare staff to ensure prompt patient assistance.
- Maintained accurate records of calls and messages for effective tracking.
- Provided information regarding hospital services to callers and visitors.
- Implemented improvements in call handling processes, reducing wait times.
- Monitored emergency codes and communicated critical information swiftly.
- Connected callers with appropriate professional, department, or business.
- Managed high volume of calls during peak hours, maintaining composure under pressure while efficiently handling each caller''s needs.
- Delivered excellent customer service through active listening skills and empathetic problem-solving approaches with callers'' concerns or complaints.
- Enhanced customer satisfaction by promptly addressing inquiries and directing them to the appropriate department.
- Assisted in reducing hold times with swift call handling and efficient use of switchboard system features.
- Strengthened company reputation by upholding confidentiality when dealing with sensitive information during call transfers.
Senior Reimbursement Counselor
AmerisourceBergen
Rockville, MD
11.2015 - Current
- Collects and reviews all patient insurance information needed to complete the billing, collections, appeal, and cash processes.
- Effectively utilize various means for collections, including but not limited to phone, fax
- Provide exceptional customer service to internal and external customers; resolves any customer requests in a timely and accurate manner; escalates complaints accordingly.
- Provide all necessary documentation required to expedite payments. This includes demographic, authorization/referrals, National Provider Identification (NPI) number, and referring physicians.
- Provides training and support to inter-departmental associates.
- Independently and effectively resolves advanced accounts with minimal supervision.
- Maintain confidentiality in regards to patient account status and the financial affairs of clinic/corporation.
- Communicate effectively to payors and claims clearinghouse to ensure accurate and timely electronically filed claims.
- Responsibility for particular geographic regions, physician office sites.
- Work on problems of diverse scope where analysis of data requires an evaluation of identifiable factors. Demonstrates good judgment in selecting methods and techniques for obtaining solutions. Networks with internal and external personnel in own area of expertise.
- Typically determines methods and procedures on new assignments.
- Perform related duties and special projects as assigned.
Front Desk
Glen A. Kan D.D.S
Silver Spring, MD
01.2011 - 01.2015
- Received and screened a high- volume of internal and external communications, email and mail.
- Maintained the front desk and reception area in a neat and organized fashion.
- Managed the reception area, including greeting patients and responding to the telephone and in person request for information.
Front Desk/Dental Assistant
Alpine Dental
Gaithersburg, MD
01.2006 - 01.2011
- Checked patients in and out.
- Verification of insurances.
- Managed patients accounts
Education
Computer Business Diploma - undefined
TESST College of Technology
Beltsville, MDNo Degree - Certification 90 Hours Child Care
Instituto Infantil
Silver Spring, MDHigh School Diploma - undefined
Springbrook High School
Silver Spring, MD01.2000
Skills
- Operating switchboards
- Quick-learning
- Telephone operations
- Dependability
- Empathy and patience
- Answering questions
- Strong telephone etiquette
- Flexibility
- Filing management
- Work prioritization
- FLUENT IN SPANISH
- Excellent verbal communication skills
- Assertiveness
- Multi-line phone systems
- Information processing
- Clerical support
Languages
Spanish
Elementary
Timeline
Senior Reimbursement Counselor
AmerisourceBergen
11.2015 - Current
Front Desk
Glen A. Kan D.D.S
01.2011 - 01.2015
Front Desk/Dental Assistant
Alpine Dental
01.2006 - 01.2011
Computer Business Diploma - undefined
TESST College of Technology
High School Diploma - undefined
Springbrook High School
Switchboard Operator
Holy Cross Hospital - Holy Cross Hospital
2019 - Current
No Degree - Certification 90 Hours Child Care
Instituto Infantil