Experience

ADVANCE COMM HEALTH

• Bilingual Call Center Operater

  • Feb 2016 - Present

  -Answers all calls in a professional manner, with a friendly helpful voice and is responsible for treating customers with dignity and respect in all circumstances.-Proactively assess the patient’s appointment need and works to schedule the patient the earliest appointment possible based on the patients’ medical need.-Collaborates with internal staff to handle acute care appointments that need to be worked into the provider schedule and escalates requests as needed.-Follows company… -Answers all calls in a professional manner, with a friendly helpful voice and is responsible for treating customers with dignity and respect in all circumstances.-Proactively assess the patient’s appointment need and works to schedule the patient the earliest appointment possible based on the patients’ medical need.-Collaborates with internal staff to handle acute care appointments that need to be worked into the provider schedule and escalates requests as needed.-Follows company scheduling template, organizational policies, and procedures for booking appointments.-Schedule appointments for multiple sites/locations.-Proactively confirms patient has a future visit with their primary provider and offers to schedule an appointment for patients without a future appointment scheduled who may have contacted ACH for another purpose.-Effectively manage calls to provide quality service so that as many patients can be serviced as quickly as possible.-Patient/Customer Service: assess the needs of patients outside of direct requests to schedule appointments and meets the customers need directly or thru partnering with or routing to other internal staff or external resources.-Responsible for promptly triaging/ascertaining the patients need.-Apply problem solving techniques to determine options for resolutions and presenting them to the patient.-Ensure professionalism is maintained during difficult and challenging patient complaints or issues while working diligently to provide a positive results and experience for the patient-Follows thru on requests/issues that are routed to other internal or external staff to ensure patient needs where met.-Proactively solicits feedback on service provided and utilizes feedback received for improved performance and quality of service.-Attend training and work to maintain knowledge of telephone systems, protocol, policies and procedures. Show more Show less



CVS/Caremark

• Hospitals and Health Care
• 1 - 100 Employee

• Store Associate/Promoted Photo Lab Supervisor

  • May 2008 - Present

  -Maintaining Equipment & Operations in Digital Cafe- Offering Services & Products - Using bilingual communications as ended..ex: Flu shot announcements-Interpreting for Spanish speakers for Phamacy and Front Store-Assisting customer at Kodak Kiosks- Acknowledging customers -Asking customers if they need help in finding item(s)- Informing customers of coupon center, current promotions and sales- Suggesting substitutes when Out of Stock-Being friendly and… -Maintaining Equipment & Operations in Digital Cafe- Offering Services & Products - Using bilingual communications as ended..ex: Flu shot announcements-Interpreting for Spanish speakers for Phamacy and Front Store-Assisting customer at Kodak Kiosks- Acknowledging customers -Asking customers if they need help in finding item(s)- Informing customers of coupon center, current promotions and sales- Suggesting substitutes when Out of Stock-Being friendly and courteous- Making sure their shopping experience is pleasant and memorable.- Updating cvs extracare card accounts- Enrolling new extracare card holders Show more Show less



Patient Financial Services, Inc.

• United States
• Financial Services
• 1 - 100 Employee

• Customer Service Representative

  • Sep 2009 - Feb 2013

  -Working with confidential information in call center/ medical billing setting- Listening to customers' issues concerning services rendered, billing and insurance - Being courteous and tack to callers- Escalating calls to appropiate person with issue expertise-Notating accounts with detail & accuracy-Set up payment arrangements- Disclosed terms and policies to patients and guarantors.- Processed payments via check, debit or credit - Pre-screened patients for… -Working with confidential information in call center/ medical billing setting- Listening to customers' issues concerning services rendered, billing and insurance - Being courteous and tack to callers- Escalating calls to appropiate person with issue expertise-Notating accounts with detail & accuracy-Set up payment arrangements- Disclosed terms and policies to patients and guarantors.- Processed payments via check, debit or credit - Pre-screened patients for medicaid eligiblity using questionaire. Show more Show less