Aliyah Castro
Shreveport,LA
Summary
Experienced professional with a strong background in customer interactions and service solutions. Demonstrated expertise in conflict resolution, effective communication, and problem-solving, resulting in high levels of customer satisfaction and loyalty. Proven ability to collaborate effectively within a team and adapt to changing needs while consistently achieving results through efficient and empathetic service. Recognized for reliability and proactive approach in meeting both customer and organizational goals.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Behavioral Health Scheduling Representative
TriWest Healthcare Alliance
07.2023 - Current
- Performed outgoing calls, emails and other communications to veterans and medical professionals to schedule CCN appointments
- Maintained accurate patient records to properly track patient history and treatment while adhering to HIPPA regulations
- Managed multiple schedules and prioritized tasks to meet demands of a fast-paced work environment.
- Managed high-volume scheduling demands by prioritizing tasks according to urgency and resource availability.
- Provided exceptional customer service while addressing inquiries related to appointments, rescheduling requests, or general information on services offered.
Customer Service Representative
Activus Connect LLC
12.2022 - 06.2023
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Transferred data from documents into the client's system
- Made outbound calls to collect customer information missing from applications as needed.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Patient Care Coordinator
Orlando Health
04.2022 - 07.2022
- Performed analytical and data entry tasks to manage client accounts
- Worked closely with doctors, nurses, and other healthcare professionals to ensure patient needs are met.
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
- Streamlined communication between patients and healthcare providers, ensuring timely responses to inquiries and concerns.
- Communicated with insurance companies to verify coverage and obtain authorizations for medical treatments and procedures.
Intern
Brilliant Book Clubs
08.2018 - 05.2020
- Participated in outreach efforts such as digital campaigns to build online presence and client base
- Assisted with data entry and record-keeping tasks while also performing general office duties
- Utilized Microsoft Excel to organize schedules, appointments, and customer information.
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations.
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments.
- Sorted and organized files, spreadsheets, and reports.
- Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set.
Education
Bachelor of Science - Biological Sciences
Louisiana State University Shreveport
Shreveport, LA08.2026
Associate of Arts - Biology
Valencia Community College
Orlando, FL05.2023
Skills
- Microsoft Office
- Medical Terminology
- Prior Authorization
- Documentation And Reporting
- Appointment Scheduling
- EHR Systems
- Medical Billing
- Call Center
- Maintaining confidentiality
- Data entry proficiency
Certification
Microsoft Office Specialist: Excel Associate (Office 2019)
Languages
English
Native or Bilingual
Spanish
Professional Working
Timeline
Behavioral Health Scheduling Representative
TriWest Healthcare Alliance
07.2023 - Current
Customer Service Representative
Activus Connect LLC
12.2022 - 06.2023
Patient Care Coordinator
Orlando Health
04.2022 - 07.2022
Intern
Brilliant Book Clubs
08.2018 - 05.2020
Bachelor of Science - Biological Sciences
Louisiana State University Shreveport
Associate of Arts - Biology
Valencia Community College