Bianca Vilela
Sandy,UT
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
9
9
years of professional experience
Work History
Customer Service Agent
Sutter Health
West Valley City, UT
11.2023 - 05.2024
- Enhanced customer satisfaction by efficiently resolving inquiries and addressing concerns.
- Collaborated with team members to ensure seamless coordination of tasks and efficient completion of projects.
- Developed strong relationships with clients, providing personalized service when booking, rescheduling, or canceling appointments.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Ensured compliance with HIPAA regulations while handling sensitive patient information during all aspects of appointment scheduling processes.
Customer Service Representative
CVS - Aetna
Sandy, UT
04.2023 - 11.2023
- Handled customer inquiries and suggestions courteously and professionally.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Met customer call guidelines for service levels, handle time and productivity.
Patient Liaison
Mountain Star Healthcare
Salt Lake City, UT
01.2015 - 09.2017
- Worked effectively with staff from all departments to coordinate resolutions.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Completed administrative patient intakes with case histories, insurance information, and mandated forms.
- Scheduled patient appointments in respective Doctor's calendars and followed up with phone call and email reminders.
Education
High School Diploma -
Canyon Heights High School
Kaysville, UT09.2014
Skills
- Reading Comprehension
- Referral Coordination
- Prior Authorization Processing
- Medical Terminology
- HIPAA Regulations
- Microsoft PowerPoint
- Active Listening
- Account Management
- Microsoft Word
- Call center experience
- Customer Service
- Scheduling
Languages
Spanish
Native or Bilingual
Timeline
Customer Service Agent
Sutter Health
11.2023 - 05.2024
Customer Service Representative
CVS - Aetna
04.2023 - 11.2023
Patient Liaison
Mountain Star Healthcare
01.2015 - 09.2017
High School Diploma -
Canyon Heights High School