Claudia Fernandez
North Richland Hills,TX
Summary
Friendly administrative professional offering excellent client engagement and telephone etiquette skills. Detail-oriented, organized and dependable. Ability to handle multiple tasks effectively and efficiently. Brings strong problem-solving skills and proactive approach to new tasks. Strong problem-solving abilities, willingness to learn, and excellent communication skills. Fluent in Spanish and comfortable working in fast-paced environments. Recognized for quickly analyzing and recognizing problems and finding efficient and cost-effective solutions.
Overview
29
29
years of professional experience
Work History
Referral Coordinator, Call Center Representative
Texas Eye And Laser Center
09.2021 - Current
- Improved customer satisfaction with timely appointment confirmations, reminder calls, chat support, and rescheduling as needed.
- Collaborated with team members to ensure seamless communication regarding schedule changes, updates, and special requests.
- Facilitated cross-functional collaboration between departments through clear communication of expectations related to scheduling requirements.
- Enhanced patient satisfaction with timely coordination of referrals and appointments.
- Streamlined referral process by implementing efficient tracking and communication systems.
- Reduced wait times for specialist appointments by proactively identifying available slots and coordinating schedules.
- Collaborated with medical staff to ensure appropriate referrals based on individual patient needs and insurance coverage.
- Provided exceptional customer service, addressing patient concerns and inquiries regarding the referral process.
- Demonstrated strong attention to detail and organizational skills in managing a high volume of referrals while maintaining exceptional levels of patient care.
- Responded to patient inquiries to offer timely updates regarding referral status.
- Accessed and reviewed patient records to verify receipt completed referral paperwork.
- Managed high-volume scheduling demands by prioritizing tasks according to urgency and resource availability.
- Adapted quickly to unexpected changes in staffing or workload levels, ensuring minimal disruption to daily operations.
- Provided exceptional customer service while addressing inquiries related to appointments, rescheduling requests, or general information on services offered.
- Reduced scheduling conflicts by proactively identifying potential issues and implementing appropriate solutions.
- Reduced call wait times by promptly responding to high volumes of medical-related calls and addressing patient inquiries.
- Maintained a professional and empathetic tone when assisting patients with sensitive health matters.
- Supported healthcare providers by accurately documenting patient information, appointment scheduling, and prescription refills.
- Maintained up-to-date knowledge on company policies and procedures to ensure consistency in caller assistance.
- Collaborated with doctors, cross-functional teams such as billing departments, surgery counselors or nursing staff to address complex patient concerns effectively.
- Utilized various software programs proficiently while multitasking between different tasks such as call documentation, email correspondence, or chat support.
- Delivered exceptional customer service to every patient by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Resolved complex issues through active listening, empathetic support, and clear communication with patients.
- Navigated various healthcare databases to obtain necessary information for assisting patients with medical inquiries or appointment requests.
- Prioritized urgent matters while multitasking, ensuring that critical issues were addressed promptly and accurately.
- Enhanced customer satisfaction by providing timely and accurate information in both English and Spanish.
- Managed high call volume efficiently by answering both English and Spanish calls.
Accounting Manager
Shuck Me LLC
11.2017 - 10.2020
- Organized budget documentation and tracked expenses to maintain tight business controls.
- Stayed on top of applicable federal and state requirements to minimize legal and financial risks.
- Applied proper codes to invoices, files and receipts to keep records organized and easily searchable.
- Managed all areas of accounting, including accounts payable and receivable, general ledger management, banking reconciliations and monthly balance sheet statements.
- Managed accounting operations, including journal entries, collection efforts, reconciliations and payroll processing.
- Completed weekly payroll for company employees, including calculating taxes, vacation and sick time.
- Performed routine closings, maintained clean, accurate and accessible records and kept close eye on transaction updates throughout each quarter.
Customer Service Specialist
Sprint Call Center
09.2008 - 05.2010
- Offered internal and external customers first-rate customer service to maximize satisfaction and business success.
- Took payment information and other pertinent information such as addresses and phone numbers to place orders.
- Recorded product or service failure complaints and notified appropriate departments.
- Handled over 30 calls per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
- Collected customer feedback and made process changes to exceed customer satisfaction goals 100%.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and effective solutions.
Front Desk Receptionist
Dr. Bhattacharya DC
03.1996 - 10.1999
- Organized paperwork such as charts and reports for office and patient needs.
- Enhanced office efficiency by handling 25+ callers per day.
- Maintained current and accurate medical records for over 10+ patients per day.
- Documented patient medical information, case histories and insurance details to facilitate smooth appointments and payment processing.
- Obtained payments from patients and scanned identification and insurance cards.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Promptly answered multi-line phone system and greeted callers enthusiastically.
- Completed clerical duties and tasks for clinic administration.
- Kept waiting room neat and organized at all times by stacking magazines, removing trash.
- Responded to correspondence from insurance companies to verify patient's coverage.
Education
High School Diploma -
Homer Hanna High School
Brownsville, TX05.1992
Skills
- Office administration
- Customer/Client relations
- Multi-Line Telephone Systems
- Organization skills
- Time management
- Appointment Scheduling
- Maintaining confidentiality
- Fluent in Spanish
Timeline
Referral Coordinator, Call Center Representative
Texas Eye And Laser Center
09.2021 - Current
Accounting Manager
Shuck Me LLC
11.2017 - 10.2020
Customer Service Specialist
Sprint Call Center
09.2008 - 05.2010
Front Desk Receptionist
Dr. Bhattacharya DC
03.1996 - 10.1999
High School Diploma -
Homer Hanna High School
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