Araceli Torres
Las Vegas
Summary
Professional with strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.
Overview
12
12
years of professional experience
Work History
Patient Care Coordinator
The Wisdom Teeth Guys
08.2024 - Current
- 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.
- Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow.
- 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.
- Coordinated scheduling of appointments to maximize healthcare providers' availability and patient convenience.
Account Manager
Barclays Bank
05.2022 - 06.2024
- Negotiated payment arrangements to cure delinquent accounts.
- Assisted various departments collecting delinquent accounts from 30 to 180 days.
- Built and maintained strong client relationships to drive business growth.
- Strengthened client relationships through regular communication and effective problem solving.
- Established strong rapport with clients by consistently exceeding their expectations in quality and service delivery.
- Delivered exceptional customer service by resolving client concerns quickly and efficiently.
- Conducted regular account reviews with clients to assess performance, identify areas for improvement, and strategize future growth opportunities.
Collections Representative
Wyndham Destinations
12.2019 - 03.2022
- Identified past due accounts and contacted account holders to arrange payments.
- Updated account status records and collection efforts.
- Handled irate customers smoothly to achieve performance targets.
- Met demands of busy collections group by performing high volume of daily calls.
- Proficiently navigated industry-specific software tools for efficient tracking, reporting, and analysis of collection efforts.
- Managed a high volume of inbound and outbound calls, achieving daily targets for contacts and commitments to pay.
- Processed payments and contracts on accounts.
Health Care Customer Service Representative
Humana
09.2016 - 11.2019
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Developed strong relationships with clients by providing empathetic support and understanding during challenging health situations.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
Customer Service Representative/Sales
Telus International
10.2013 - 05.2016
- Assisted with troubleshooting Google One application as well as other app features and services.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- 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.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Motivated sales team to exceed sales quotas through friendly competition and other incentive programs.
Education
High School Diploma -
Environmental Charter High School
06.2008
Skills
- Critical thinking skills
- HIPAA compliance
- Organizational skills
- Appointment scheduling
- Customer service
- Patient relations
- Insurance verification
- Patient care coordination
- Medical terminology
- Patient documentation
- Relationship building
- Payment collection
- Creative problem solving
- Case management
- HIPAA protocol adherence
- Punctual and hardworking
- Caring and empathetic
- Spanish fluency
- Word processing
- Conflict resolution
- Data collection
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Patient Care Coordinator
The Wisdom Teeth Guys
08.2024 - Current
Account Manager
Barclays Bank
05.2022 - 06.2024
Collections Representative
Wyndham Destinations
12.2019 - 03.2022
Health Care Customer Service Representative
Humana
09.2016 - 11.2019
Customer Service Representative/Sales
Telus International
10.2013 - 05.2016
High School Diploma -
Environmental Charter High School
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