Angela Flores
Abilene,TX
Summary
Adept at expert problem solving and demonstrating reliability, I excelled at Hendricks Medical Center by enhancing customer satisfaction and streamlining documentation management. My ability to lead teams and adapt under pressure led to significant improvements in operational efficiency and client loyalty, showcasing my commitment to excellence and strong analytical skills.
Resourceful Specialist offering expertise in problem-solving, data analysis and customer service. Adept at quickly learning new technologies and processes for driving success. Proven track record of successfully managing multiple projects and developing innovative solutions.
Overview
24
24
years of professional experience
Work History
Refugee Cash Assistance Specialist
International Rescue Committee, IRC
12.2022 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Provided Intake's for Cuban Refugee's in the Midland and Abilene areas while assisting in completing application/forms.
- Reviewed all legal immigration documents to verify eligibility for acceptance into the IRC program.
- Compiled applications, forms and documents into a legal file through scanning and creating electronic files.
- Processed cash payments for eligible clients.
- Worked with systems such as, Excel, Microsoft, ETO, Client Track, and Integra.
Medical Referral Specialist
Hendricks Medical Center
04.2021 - 10.2022
- Scheduled appointments with specialists on behalf of clients.
- Verified insurance benefits and eligibility for [Type] procedures before referring clients.
- Coordinated with medical staff and patients to find cost-effective options for services.
- Built professional relationships with service providers.
- Transmitted correspondence and medical records by mail, e-mail and fax.
- Completed documents, case histories and forms, such as intake and insurance forms.
- Answered telephones and directed calls to appropriate staff.
Customer Advocate Specialist
Blue Cross and Blue Shield/HCSC
03.2001 - 04.2021
- Enhanced customer satisfaction by promptly addressing concerns and providing effective solutions.
- Assisted customers in navigating company website features and troubleshooting technical issues as needed.
- Conducted follow-up calls to ensure client satisfaction and gather valuable feedback for continuous improvement.
- Worked diligently to meet and exceed key performance indicators, demonstrating a strong commitment to customer service excellence.
- Conferred with customers by telephone or in-person to provide product or service information.
- Adhered to quality and service standards to support operational goals.
- Processed customer adjustments to correct and maintain financial accounts.
Education
High School Diploma -
Abilene High School
Abilene, TX05-1985
Skills
- Customer relations
- Expert problem solving
- Analytical thinking
- Documentation management
- Reliability
- Issue research
- Teamwork
- Team leadership
- Adaptability and flexibility
- Dependable
Timeline
Refugee Cash Assistance Specialist
International Rescue Committee, IRC
12.2022 - Current
Medical Referral Specialist
Hendricks Medical Center
04.2021 - 10.2022
Customer Advocate Specialist
Blue Cross and Blue Shield/HCSC
03.2001 - 04.2021
High School Diploma -
Abilene High School
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