ALEJANDRA URDANETA
Winter Garden,FL
Summary
Detail-oriented Customer Service Specialist with seven years of experience in healthcare, insurance, hospitality, and administration. Skilled in client communication, problem resolution, and multitasking to enhance operational efficiency. Committed to fostering positive customer relationships and delivering exceptional support.
Overview
21
21
years of professional experience
Work History
Certified Clinical Medical Assistant
NATIONAL HEALTHCARRER ASSOCIATION (NHA)
Orlando, Florida
05.2024 - Current
- Coordinated front office operations, managing patient check-in and addressing billing inquiries to enhance patient experience.
- Facilitated patient examinations and procedures, ensuring smooth workflows and supporting healthcare providers effectively.
Licensed Insurance Agent
Orlando, USA
11.2022 - Current
- Guided customers in selecting insurance products tailored to their needs and eligibility.
- Delivered support to clients on insurance plans, coverage options, and policy updates to enhance their understanding.
- Addressed customer inquiries with professionalism and clarity to ensure satisfaction.
- Maintain accurate client records and ensure compliance with state regulations.
Medical Referral Coordinator
Orlando Family Physicians
Orlando, USA
05.2021 - 09.2021
- Coordinated patient referrals, authorizations, and appointments to streamline patient access to care.
- Maintained accurate data entry and documentation in EMR systems to support efficient patient management.
- Delivered front-line customer service by addressing inquiries and resolving concerns to enhance patient experience.
Patient Care Coordination Lead
Orlando Family Physicians
Orlando, USA
10.2018 - 05.2021
- Resolved escalated patient concerns to ensure positive experiences and maintain trust.
- Streamlined workflow processes to minimize wait times and increase patient satisfaction.
- Supervised daily operations of the patient care team to ensure excellent service delivery.
- Educated new staff on customer service protocols and scheduling systems to enhance team effectiveness.
Patient Care Coordinator
Orlando Family Physicians
Orlando, USA
09.2017 - 09.2018
- Facilitated effective communication between patients and providers to enhance patient experience.
- Coordinated appointment scheduling, insurance verification, and patient support to streamline office operations.
- Handled high-volume phone calls and front desk interactions to maintain smooth patient flow.
Cashier
Westgate Lakes Resort
Orlando, USA
07.2017 - 09.2018
- Processed payments and resolved customer concerns, ensuring accurate transactions and customer satisfaction.
- Provided friendly customer service in a fast-paced hospitality environment, contributing to positive guest experiences.
- Maintained clean and organized work area to support efficient service and enhance guest satisfaction.
Warehouse Clerk
Westgate Lakes Resort
Orlando, USA
02.2017 - 07.2017
- Coordinated inventory and supply requests to enhance internal customer service.
- Documented and distributed materials accurately and on time to support operational needs.
Senior Accountant
Urdaneta, Gonzalez & Avocados
Maracaibo, Venezuela
01.2007 - 01.2014
- Delivered client-focused financial services, enhancing accuracy of reporting and reconciliation.
- Resolved client discrepancies and provided timely updates to ensure satisfaction.
- Facilitated client communication with Roque Urdaneta to address inquiries.
Junior Accountant
Santamaría Gonzalez & Avocados
Maracaibo, Venezuela
01.2005 - 01.2007
- Assisted clients with bookkeeping, audits, and preparation of financial documentation to ensure compliance and accuracy.
- Managed client communications
Education
Bachelor’s Degree - Public Accounting
Universidad Dr. Rafael Belloso Chacín
Maracaibo, Venezuela01.2005
High School Diploma -
U.E. Colegio La Presentación
Maracaibo, Venezuela01.1997
Skills
- Customer service and client support
- Call center, phone support
- Conflict resolution and problem solving
- Patient scheduling and coordination
- Insurance knowledge (licensed agent)
- Data entry and documentation
- Multitasking and time management
- Microsoft Office (Word, Excel)
- CRM and EMR systems
- Bilingual: Spanish (native), English (conversational)
- Patient engagement
References
Available upon request
Timeline
Certified Clinical Medical Assistant
NATIONAL HEALTHCARRER ASSOCIATION (NHA)
05.2024 - Current
Licensed Insurance Agent
11.2022 - Current
Medical Referral Coordinator
Orlando Family Physicians
05.2021 - 09.2021
Patient Care Coordination Lead
Orlando Family Physicians
10.2018 - 05.2021
Patient Care Coordinator
Orlando Family Physicians
09.2017 - 09.2018
Cashier
Westgate Lakes Resort
07.2017 - 09.2018
Warehouse Clerk
Westgate Lakes Resort
02.2017 - 07.2017
Senior Accountant
Urdaneta, Gonzalez & Avocados
01.2007 - 01.2014
Junior Accountant
Santamaría Gonzalez & Avocados
01.2005 - 01.2007
Bachelor’s Degree - Public Accounting
Universidad Dr. Rafael Belloso Chacín
High School Diploma -
U.E. Colegio La Presentación