Veronica Reveles

Bilingual healthcare and customer service professional with experience in medical offices, health plan member outreach, insurance and benefits programs, durable medical equipment, and pediatric care. Fluent in English and Spanish with strong communication, active listening, problem-solving, and multitasking skills. Experienced in assisting patients and members, scheduling appointments, explaining healthcare services and benefits, maintaining confidential records, and working with electronic medical and customer service systems.

Knowledgeable in HIPAA requirements and dedicated to providing compassionate, professional, and efficient service.

Communication Center Representative - ComplexCare Solutions

(2025-06 - 2026-03)

• Conducted inbound and outbound calls with health plan members to schedule in-home health assessments with nurse practitioners and other clinical providers.
• Explained the purpose, process, and benefits of in-home assessments while following established guidelines and procedures.
• Built rapport and trust with members through empathetic, professional, and positive communication.
• Used active listening and needs-based communication to address questions, overcome objections, and encourage members to schedule appropriate services.
• Scheduled appointments for members with healthcare providers and physician offices as needed.
• Maintained strict adherence to HIPAA requirements and company policies regarding confidential member information.
• Documented member interactions accurately and efficiently while maintaining high standards of customer service.
• Followed company procedures and quality standards while supporting operational goals.

Customer Service Representative - Arizona Department of Economic Security

(2022-11 - 2024-12)

• Handled high-volume incoming calls from individuals applying for Medicaid/healthcare coverage, nutrition assistance, and cash assistance programs.
• Provided accurate information regarding program eligibility, application processes, and available benefits.
• Supported the HEA+ online account system, including password resets and account assistance.
• Worked in the P-EBT/Sun Bucks program hotline department, providing general information regarding eligibility and program requirements.
• Reviewed EBT transaction histories and submitted documentation for suspected fraudulent activity involving EBT cards.
• Used multiple systems and applications, including HEA+, AZTEC, ONBASE, Remote Desktop, and Microsoft Teams.
• Protected sensitive customer information while following department procedures and confidentiality requirements.
• Assisted customers with complex questions while maintaining professionalism, patience, and empathy.

Registered Medical Assistant - Banner Health

(2020-03 - 2021-02)

• Provided clinical support for pediatric patients from birth through 18 years of age.
• Obtained and documented vital signs and performed vision screenings, urinalysis, rapid strep testing, and influenza testing.
• Prepared patient charts and documentation for upcoming appointments.
• Prepared vaccines for administration according to office procedures.
• Reviewed incoming documents and faxes and ensured information was properly received and processed.
• Maintained a professional, compassionate, and patient-centered environment for children and their families.

Medical Assistant / VFC Coordinator - Wee Care Pediatrics

(2019-01 - 2020-03)

• Served as a secondary Vaccines for Children (VFC) Coordinator, helping ensure vaccines were ordered, tracked, and maintained appropriately.
• Used ASIIS to review patient immunization records and help ensure patients remained current with recommended vaccinations.
• Obtained vital signs and performed vision screenings, urinalysis, rapid strep testing, and influenza testing.
• Scheduled patient appointments and assisted families with healthcare-related needs.
• Administered nebulizer treatments as directed.
• Prepared prescriptions and medical supply orders, including Pediasure and incontinence supplies, for delivery to patients' homes.
• Resolved prescription issues, including refaxing prescriptions and assisting with prior authorization requests.
• Prepared patient charts and documentation for upcoming appointments.

Customer Service / Sales Representative - Metro by T-Mobile

(2018-11 - 2020-01)

• Provided personalized customer service by identifying customer needs and recommending appropriate phones, plans, and accessories.
• Processed sales transactions and handled cash accurately.
• Managed inventory and distributed products to other locations as needed.
• Entered and maintained inventory information in company systems.
• Assisted customers with troubleshooting and basic device-related concerns.
• Built positive customer relationships through professional communication and needs-based sales.
• Maintained a high level of organization while managing multiple customer and operational responsibilities.

Medical Assistant - Foot & Ankle Specialty Center

(2018-02 - 2018-12)

• Greeted patients, answered telephone calls, scheduled appointments, and provided front-office customer service.
• Updated, organized, and filed patient medical records.
• Completed insurance forms and assisted with administrative and clinical office functions.
• Assisted physicians with procedures, including nail trimming, ingrown toenail procedures, and in-office surgeries.
• Performed foot X-rays according to office procedures.
• Prepared thorough and understandable HPI documentation for physician review.
• Assisted with maintaining an organized and efficient clinical environment.

Bilingual Customer Service Representative - Apria Healthcare

(2016-09 - 2017-12)

• Assisted healthcare customers with durable medical equipment and supply orders.
• Entered customer orders and coordinated delivery through the appropriate local branch.
• Processed orders for CPAP machines and related respiratory supplies.
• Provided bilingual customer service in English and Spanish.
• Assisted other departments with Spanish-language interpretation, including Oxygen, Billing, and Respiratory Therapy departments.
• Communicated with customers and internal departments to help resolve questions and ensure accurate order processing.

Medical Assistant Program - Minor Studies: Phlebotomy - Arizona College of Allied Health

Certified Nursing Assistant Program - Pima Medical Institute

High School Diploma - Hamilton High School