RIKAYA A. GONZALEZ
Snow Camp
Overview
2024
2024
years of professional experience
Work History
Patient Navigator
Valleygate Dental Surgery Centers
Greensboro, North Carolina
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
Greensboro, North Carolina
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
Chapel Hill, North Carolina
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
Kennesaw, Georgia
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
Whitsett, North Carolina
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
Miramar, California
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