RIKAYA A. GONZALEZ
Snow Camp
Overview
2024
2024
years of professional experience
Work History
Patient Navigator
Valleygate Dental Surgery Centers
2024 - 2026
- Guide patients through the healthcare system from referral to treatment.
- Help patients understand their options and act in their best interest.
- Explain diagnoses, treatment plans, and legal rights to patients and their families.
- Connect patients with available programs like insurance, sliding fee scales, or other resources to overcome barriers to care.
- Manage patient paperwork, schedule appointments, and attend appointments with patients.
- Monitor patient progress and document interactions for data collection.
Mortgage Client Services Representative
Truist Bank
01.2021 - 01.2024
- Answer inbound client calls timely, accurately, professionally and courteously.
- Maintain required performance standards in quality, attendance, promptness and identifying client needs.
- Assist in the resolution of client needs.
- Ensure the security of client information and assist with minimizing bank losses by performing client authentication on each inquiry.
- Identify possible identity theft and fraud and escalate as appropriate.
- Accurately identify and track the call reason for solving client needs, support ongoing teammate training, forecasting and trending purposes.
- Engage with clients to understand their needs and leverage Truist products and services to best meet client expectations.
Patient Navigator
University of North Carolina School of Dentistry
01.2019 - 01.2021
- Acts as liaison between providers, patients and staff.
- Assists manager with process improvement and patient experience.
- Coordinates with patients, students and clinical staff concerning appointments.
- Drives patient satisfaction and maintains student and faculty relationships by rounding the clinics.
- Explains dental school policies, procedures, or services to patients using dental or administrative knowledge.
- Identify and facilitate service recovery for patient concerns.
- Manages and reconciles Medicaid and self-pay patients using dental for billing purposes.
- Manages the clinic schedules.
- Navigate patients through check-in and check-out procedures.
- Participates in patient feedback assessments and surveys.
- Provides high quality customer service resulting in positive patient feedback/experience on accuracy, timeliness and courtesy.
- Responds to suggestions and compliments submitted by patients, students and clinical staff and provide feedback to clinical affairs department.
- Screen individuals for known COVID-19 symptoms and risk factors before they entered the ASOD.
- Train colleagues on scheduling software to prepare for clinic operations.
- Use critical thinking to efficiently and effectively assign clinic space to student providers and faculty.
Customer Service Representative
Alorica
01.2018 - 01.2019
- Calmly assisted customers in resolving questions and complaints in a professional and helpful manner.
- Links existing and potential customers with the aims to resolve inquiries related to receivables management.
- Utilizes computer system to verify and document customer requests.
- Maintained and updated customer information as necessary.
- Escalates calls to supervisor when necessary and appropriate.
Lead of Quality Assurance
Del Monte
01.2016 - 01.2018
- Oversee and implement safety programs (i.e. food safety, sanitation programs, HACCP and GMP’s).
- Maintain compliance with all operating procedures including daily sanitation of processing room and equipment.
- Ensure that evaluation standards are consistently applied at all sources and markets.
- Specify the temperature and relative humidity conditions to be used for shipping product.
Corporal, Administrative Specialist
United States Marine Corps
01.2012 - 01.2016
- Specialist in creating travel orders for Marines going to training locations-created 5,000+ travel ordersverify each individual received correct payment for travel.
- Preparing and analyzing 5,000+ correspondence correcting grammar error and formatting.
- 4 years of experience in customer service, highly skilled in time management, program management.
- Proven program manager and managing records; record of excellence generating travel orders for Marines in a timely matter while maximizing cost efficiency.
- Awarded 2 Certificates of Commendation for excellent achievement in records management, accountability, and accuracy in payments.
Education
CPR Certified -
UNC Adams School of Dentistry
Chapel Hill, NC07-2021
Basic Training -
Marines
05-2012
Marine Combat Training -
Marines
10-2012
High School Diploma - undefined
Eastern Alamance High School
01-2009
Skills
- Records Management
- Program Management
- Personnel and General Operations
- Manpower Management
- Customer Service
- EPIC
- Time Management
- Scheduling
- Patient Experience
- Escrow Specialist
- Payment Processing
- Credit Disputes
- Front Desk
Timeline
Mortgage Client Services Representative
Truist Bank
01.2021 - 01.2024
Patient Navigator
University of North Carolina School of Dentistry
01.2019 - 01.2021
Customer Service Representative
Alorica
01.2018 - 01.2019
Lead of Quality Assurance
Del Monte
01.2016 - 01.2018
Corporal, Administrative Specialist
United States Marine Corps
01.2012 - 01.2016
High School Diploma - undefined
Eastern Alamance High School
Patient Navigator
Valleygate Dental Surgery Centers
2024 - 2026
CPR Certified -
UNC Adams School of Dentistry
Basic Training -
Marines
Marine Combat Training -
Marines