Angela Rivera
Aurora,IL
Summary
Welcoming Front Desk Associate with several years of experience in hospitality. Extensive knowledge of customer relations and commitment to individualized care. Successful at multitasking, polite and positive with exceptional telephone etiquette. Proficient in assisting guests with questions and concerns. Easily adaptable to high-pressure, dynamic situations. Warm and friendly individual helps customers in any situation. Enjoys working closely with team members to deliver positive guest experience. Experience in busy and successful Healthcare setting.
Overview
16
16
years of professional experience
Work History
Front Desk Receptionist
UChicago Medicine Advent Health
Bolingbrook Il
03.2023 - Current
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
Front Desk Associate
Compass One Healthcare
Bolingbrook, IL
06.2021 - Current
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Greeted visitors and guests at front desk and engaged in pleasant conversations while managing to provide information.
- Performed basic daily/nightly tasks.
- Answered visitors and guest questions and referred them to the proper department.
- Liaised with housekeeping and maintenance staff to address requests and complaints made by visitors and guests.
- Answered visitors and guest telephone calls promptly and appropriately handled needs.
- Maintained cleanliness and organization of front desk area.
- Responded swiftly to visitors requests and other inquiries made via in person or by phone.
- Greeted visitors and guest upon arrival, offered assistance, and answered questions to build rapport.
- Asked visitors and guest questions to meet special requests.
Medical Receptionist
Physician Immediate Care
Plainfield, IL
07.2018 - 05.2021
- Helped patients complete necessary medical forms and documentation.
- Managed office bookkeeping with insurance billing and patient payments.
- Answered phone calls and messages for physician and medical facility, scheduling appointments, and handling patient inquiries.
- Received and routed laboratory results to correct clinical staff members.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Organized paperwork such as charts and reports for office and patient needs.
- Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
- Obtained payments from patients and scanned identification and insurance cards.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Maintained current and accurate medical records for patients.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Managed multi-line phone system and pleasantly greeted patients.
- Performed various administrative tasks by filing, copying and faxing documents.
- Organized and maintained patient chart filing system to promote quick data finding for staff.
Call Center Representative
Sodexo USA
Bolingbrook, IL
01.2008 - 04.2015
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained staff on operating procedures and company services.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Delivered prompt service to prioritize customer needs.
- Promptly responded to inquiries and requests from prospective customers.
- Implemented and developed customer service training processes.
- Increased efficiency and team productivity by promoting operational best practices.
- Sought out extra training opportunities to enhance customer relationship management abilities.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Attended telephone skills and program information training sessions to boost aptitude.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Trained new personnel regarding company operations, policies and services.
Education
No Degree - Hospitality
Joliet Junior College
Joliet, IL08.2002
High School Diploma -
Bolingbrook High School
Bolingbrook, IL06.2000
Skills
- Multi-Line Phone Systems
- Conflict Management
- Guest Satisfaction
- Time Management
- Problem-Solving Skills
- File Management
- Guest Interaction
- Answering Customer Questions
- Front Office Support
- Records Preparation
- Listening Skills
- Guest Relations
- Call Transfers
- Registration
- Customer Care
- Maintenance Team Collaboration
- Constructive Feedback
Timeline
Front Desk Receptionist
UChicago Medicine Advent Health
03.2023 - Current
Front Desk Associate
Compass One Healthcare
06.2021 - Current
Medical Receptionist
Physician Immediate Care
07.2018 - 05.2021
Call Center Representative
Sodexo USA
01.2008 - 04.2015
No Degree - Hospitality
Joliet Junior College
High School Diploma -
Bolingbrook High School