ANDRES CASTRO
WEST PALM BEACH
Summary
Dynamic professional with extensive experience at the University of Miami Health System, excelling in patient coordination and customer service. Bilingual in Spanish and English, I effectively manage VIP services while ensuring HIPAA compliance. Recognized for strong problem-solving abilities and a commitment to enhancing guest experiences through quality assurance and collaboration. Service-oriented professional rings proven history of facilitating guest satisfaction in hospitality roles. Responds to guest requests and complaints with immediate information and resolutions.
Overview
8
8
years of professional experience
Work History
Concierge Coordinator
University of Miami Health System
10.2021 - 03.2024
- Coordinates the full cycle of medical services for international or VIP patients by gathering all pertinent data from patient, referring physicians, and payers.
- Organizes transportation and lodging for patients transferring to or seeking services at UM facilities.
- Communicates with patients regarding our programs and services via phone calls using Nice In Contact phone system or e-mail.
- Facilitates membership agreement signature and payment collection for patients interested in joining UHealth Concierge program.
- Onboards new Concierge members by scheduling meet and greet meetings for patients with physicians to establish primary care provider and codes new members in Epic as well as in internal department logs for tracking purposes.
- Manages medical services for UHealth Concierge members by gathering all pertinent data and coordinating as needed.
- Serves as UHealth Concierge members liaison between clinical departments by gathering pertinent information from both parties to coordinate and provide quality patient care.
- Schedules appointments, registers UHealth Concierge members, and verifies insurance coverage.
- Communicates with UHealth Concierge members regarding estimate amounts due at point of service.
- Coordinates with UHealth Concierge members time of arrival, appointment location, and appointment instructions.
- Follows up with UHealth Concierge members on additional appointments needed, coordinates test scheduling and referrals.
- Answers multiple UHealth Concierge member requests including incoming triage calls, responding to patient questions and then documents messages in the appropriate programs such as UCHART/EPIC or Microsoft programs.
- Documents all patient interactions in department log to ensure continuity of care.
- Reviews Executive Health Inbox for inquiries and provides assistance by working with various departments to handle accordingly.
- Works cooperatively with colleagues and other departments including leadership to solve problems and enhance the smooth and efficient flow of the practice while displaying a positive attitude.
- Responsible for regular communication of the department's role to appropriate internal and external parties.
- Troubleshoots time sensitive issues and must work well under pressure independently and/or in a collaborative environment expeditiously.
- Handles Concierge membership renewal process by communicating upcoming membership expiration dates, facilitating the signature of a new agreement, and collecting payment or offboarding member should they choose not to renew.
- Blocks provider schedules as needed to ensure efficient clinical workflow.
- Communicates confidential information ensuring compliance with all regulatory guidelines (i.e., HIPAA) and University policies as appropriate.
- Adapts to changing work demands and environment. Anticipates potential problems and assists leadership in the development of contingency plans.
- Adheres to University and unit-level policies and procedures and safeguards University assets.
- Managed guest complaints and resolved issues efficiently and professionally.
- Maintained accurate records of guest inquiries and service requests for follow-up actions.
- Handled complaints from customers in an efficient manner while working towards satisfactory resolutions.
Cashier
BOCA CAR WASH
10.2019 - 02.2020
- Assist coworkers with sales, returns and inventory control processes
- Assist customers at checkout with sales, returns and other transactions
- Assist in training other cashiers
- Customer service
- Collect payments whether in cash or credit
- Redeem coupons
- Build a rapport with regular customers as well as develop and maintain effective, professional relationships with store employees and management
- Count, organize, and balance the cash drawer; fill out the cashier slip; and make deposits while in the presence of a manager or supervisor
- Follow all company standards in regards to paperwork, cash management and loss prevention
- Perform other duties as assigned by management
- Perform register sales transactions quickly and accurately in accordance with established cash control procedures and customer service guidelines
- Take pride in every aspect of your work and perform it with energy and enthusiasm
- Work with department managers to keep abreast of new products and services offered by the dealership and any changes in price
Laborer / Management
RICHARD HOME IMPROVEMENT OF PALM BEACH LLC
01.2016 - 02.2020
- My work was as needed part time in the family business (non paid)
- I was always assisting owner in various activities.
- Ensuring all work is performed in a timely and safe manner
- Assist Operators
- Assist in performing inventory on material
- Assist with preventative and routine maintenance on mobile and plant equipment
- Assists with office reorganization, furniture moves, meetings, and special events
- Expedites materials and equipment to work locations and sets up work sites
- Flexibility to work overtime, weekends, and emergency on-call hours
- Makes recommendation to supervisors and manager for improvements
- Performs other duties as requested by supervisor
- Provides assistance to craft workers, such as carpenters, plasterers and masons
- Works under the general supervision of a designated supervisor who makes assignments and provides specific instructions on new or standard procedures
Delivery Driver
CHINA SEA RESTAURANT
05.2017 - 07.2019
- Assist restaurant employees in preparing items for delivery, including packing products and sorting delivery items by route
- Assist in restaurant as necessary such as cleaning, inventory, packing, etc.
- Deliver food to the customer, which includes assistance with unloading, ensuring delivery of ticket and collecting payment, if necessary
- Deliver product within assigned route schedule and time windows. Immediately inform management team of any deviations
- Keep showroom clean and organized, including vacuuming, dusting, and handling household cleaning materials
- Provide excellent customer service (communication, provide information on cost, ordering and delivery times, etc.)
- Provide feedback to transportation management in terms of route changes or route concerns
- Provide shelf merchandise to stores upon request by manager or customer
- Provides timely communication back to manager regarding any changes related to the customer
Education
Private Pilot License - Aviation
Skyborne Airline Academy
Vero Beach, FL09.2024
Bachelor's of Health Science - Health Science
FLORIDA ATLANTIC UNIVERSITY
Boca Raton, FL08.2021
High School Diploma -
SEMINOLE RIDGE HIGH SCHOOL
Loxahatchee Groves, FL05.2017
Skills
- Bilingual (Spanish and English)
- Patient coordination
- Medical billing
- Customer service
- Data entry
- HIPAA compliance
- Inventory management
- Aviation regulations
- Management interaction
- Strong interpersonal skills
- Verbal and written communication
- Conflict resolution expertise
- Training and mentoring
- Information management
- Team supervision
- VIP service
- Quality assurance
- Guest experiences
- Personal information protection
- Guest accommodations
- Computer skills
- People skills
- Problem solving
- Adaptability
- Collaboration
- Decision Making
Timeline
Concierge Coordinator
University of Miami Health System
10.2021 - 03.2024
Cashier
BOCA CAR WASH
10.2019 - 02.2020
Delivery Driver
CHINA SEA RESTAURANT
05.2017 - 07.2019
Laborer / Management
RICHARD HOME IMPROVEMENT OF PALM BEACH LLC
01.2016 - 02.2020
Private Pilot License - Aviation
Skyborne Airline Academy
Bachelor's of Health Science - Health Science
FLORIDA ATLANTIC UNIVERSITY
High School Diploma -
SEMINOLE RIDGE HIGH SCHOOL
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