Astrid Maldonado
Royse City,TX
Summary
Dedicated Customer Service Specialist providing skills to prioritize and multi-task in fast-paced working environment. Successfully works as part of team to reach personal and business goals. Known for successfully handling escalated customer support issues.
Overview
1
1
Language
1
1
Certification
3
3
years of professional experience
Work History
Customer Service Representative (Temporary)
BCforward
Royse City, USA
04.2026 - 10.2026
- Responding to customer inquiries promptly via phone.
- Resolved customer complaints by investigating issues to identify root causes and implement solutions.
- Investigating customer complaints and service issues to identify the root cause.
- Documented customer interactions in CRM databases to ensure accurate records and facilitate follow-up.
- Achieved daily and monthly performance goals by monitoring talk time and resolution rates.
- De-escalated tense callers with active listening and clear communication.
- Guided clients through applications for state benefits including SNAP, KCSP, and FITAP to ensure eligibility and support.
- Provided clients with case status updates and required verification.
Financial Navigator/Customer Service Representative
Prism Health North Texas
12.2024 - 04.2026
- Verify patient insurance eligibility and coverage details prior to services to ensure accurate billing.
- Communicate eligibility determinations and financial responsibility clearly to patients via phone and patient portal.
- Identify insurance discrepancies and work with payers, providers, and billing teams to resolve eligibility and claim issues.
- Manage a high volume of incoming calls related to insurance eligibility, status, and coverage questions.
- Assisted patients with enrollment guidance, medication assistance programs, and alternative coverage resources.
- Recorded eligibility verification, insurance updates, and patient interactions in EMR systems to ensure accurate patient records.
- Handled high volume of incoming calls regarding insurance eligibility, status, and coverage inquiries to provide timely assistance.
- Conducted eligibility screenings to assess patient qualifications for insurance programs. and ensure timely and accurate enrollment.
- Conducted patient needs assessments and connected patients with nursing case management to support continuity of care and treatment adherence.
- Performed patient needs assessments and coordinated with nursing case management to facilitate continuity of care and enhance treatment adherence.
- Respond to incoming calls and emails promptly and route messages as needed.
- Facilitated connections for patients to available internal and external services. to internal and external services and resources.
- Assisted patients with HIV prevention and treatment programs.
Medical Receptionist
Pediatric Health Specialist
08.2024 - 12.2024
- Answered emails and chats for patients.
- Verified patient insurance information and collected co-pays and payments for services rendered.
- Maintained accurate electronic medical records (EMR) by updating patient demographics and medical history.
- Updated patient demographics and medical history in electronic medical records (EMR), ensuring accuracy and compliance with data regulations.
- Collaborated with medical billing department to resolve any issues related to insurance claims or billing discrepancies.
- Provided administrative support such as filing documents, scanning records into EMR system, and managing incoming/outgoing mail.
- Executed administrative support tasks, including filing documents, scanning records into EMR, and managing mail to maintain organized office operations.
Medical Scheduler/ Customer Service
Transtreme, LLC
Irving, USA
03.2024 - 07.2024
- Scheduled and rescheduled patients efficiently to minimize wait times and enhance patient experience.
- Delivered exceptional customer service by addressing inquiries promptly, resolving issues effectively, and ensuring high levels of customer satisfaction.
- Managed a high volume of incoming calls and emails, consistently meeting or exceeding performance metrics for response time and resolution.
- Demonstrated strong product knowledge to effectively answer customer questions and provide accurate information.
- Collaborated with cross-functional teams to escalate unresolved issues and ensure timely resolution for customers.
- Maintained detailed records of all customer interactions in the CRM system for future reference and analysis.
Education
Associate's degree -
Dallas College
Dallas, TXHigh school or equivalent -
Nimitz High School
Irving, TXSkills
- Organizational skills
- Patient records management
- EMR/EHR Navigation
- Clinical documentation
- Customer service
- Insurance verification
- Interpersonal skills
- Patient scheduling
- Data entry
- Multi-line phone systems
- Front desk
- Attention to detail
- Technical issue resolution
- HIPAA compliance
- Patient education support
- Patient Portal and Phone Support
- Administrative experience
- Microsoft Excel
- Customer inquiry handling
- Online customer support
- Patient confidentiality
- HIPAA
- Technical troubleshooting support
- Client phone interaction
- Microsoft Word
- Health insurance information
- Healthcare administration
- EMR systems
- Escalation handling
- Phone etiquette
- Productivity software
- Document review
- Healthcare administrative support
- Payment Collections
- Patient Assessment & Case Management
- Office experience
- Microsoft Outlook
- Availity
- HIPAA compliance
- Patient interaction
Languages
Spanish
Native/ Bilingual
A1
Certification
- Community Health Worker
- Driver's License
Timeline
Customer Service Representative (Temporary)
BCforward
04.2026 - 10.2026
Financial Navigator/Customer Service Representative
Prism Health North Texas
12.2024 - 04.2026
Medical Receptionist
Pediatric Health Specialist
08.2024 - 12.2024
Medical Scheduler/ Customer Service
Transtreme, LLC
03.2024 - 07.2024
Associate's degree -
Dallas College
High school or equivalent -
Nimitz High School