Anna Valdez
Webster,TX
Summary
Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
14
14
years of professional experience
Work History
Quality Assurance Analyst
Village Medical
Houston, TX
12.2016 - 12.2023
- Analyzed customer service calls to identify areas of improvement and provide feedback to agents.
- Monitored customer conversations for quality assurance purposes, ensuring that all policies were followed.
- Assisted in developing and implementing call center procedures and protocols.
- Evaluated customer interactions for compliance with company standards and regulations.
- Provided coaching and guidance to call center representatives as needed.
- Developed action plans to improve customer satisfaction levels and reduce repeat calls.
- Collaborated with other departments to ensure a seamless customer experience.
- Reviewed recordings of customer interactions for accuracy and completeness.
Front Office Medical Assistant
Bay Area Medical Clinic
Houston, TX
01.2010 - 06.2015
- Greeted and checked in patients, collected necessary paperwork, and updated patient information.
- Verified insurance coverage and obtained authorizations for services.
- Answered phone calls, responded to inquiries, scheduled appointments, and managed calendars.
- Collected co-pays and payments from patients.
- Prepared patient charts with demographic data prior to each visit.
- Ensured medical records were properly filed according to established protocols.
- Scanned documents into electronic health record system.
- Processed referrals to specialists or other healthcare providers.
- Completed prior authorization requests for diagnostic imaging studies or specialty medications as requested by provider.
- Updated patient medical records.
Education
High School Diploma -
Houston Can Academy
Houston, TX05-2007
Skills
- Customer Service
- Customer Needs Assessment
- Call Monitoring
- Conflict Resolution
- Management
- Time Management Abilities
- Problem-Solving Abilities
- Effective Communication
- Organizational Skills
- Self Motivation
- Client Relationship Management
- Teamwork and Collaboration
- Relationship Building
- Analytical Skills
- Data Collection
- Analytical Thinking
- Active Listening
- Multitasking
- Task Prioritization
- Reliability
- Adaptability and Flexibility
Languages
Spanish
Professional
Timeline
Quality Assurance Analyst
Village Medical
12.2016 - 12.2023
Front Office Medical Assistant
Bay Area Medical Clinic
01.2010 - 06.2015
High School Diploma -
Houston Can Academy