Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Cristina Vazquez

Goodyear,AZ

Summary

Friendly and flexible candidate with solid customer service background. Quick learner possessing basic understanding about managing patient records, scheduling software and medical terminology. Collaborative administrative professional with strong task prioritization and organizational skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

6
6
years of professional experience
1
1
Certification

Work History

MEDICAL APPOINTMENT SCHEDULER

SimonMed Imaging
10.2019 - 09.2020
  • Answered phone calls and messages for Number-physician Type medical facility, scheduling appointments, and handling patient inquiries
  • Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments
  • Verified insurance coverage and eligibility for medical services prior to scheduling appointments to prevent billing issues
  • Completed administrative patient intakes with case histories, insurance information and mandated forms
  • Provided excellent customer service by addressing questions or concerns of patients in a professional manner
  • Entered data into electronic medical records system accurately and efficiently
  • Answered telephones and directed calls to appropriate staff
  • Completed insurance or other claim forms
  • Resolved conflicts related to scheduling discrepancies or miscommunications between provider offices
  • Utilized problem-solving skills to develop creative solutions when faced with complex issues
  • Utilized excellent customer service skills to address patient inquiries and answer questions regarding appointment scheduling
  • Explained financial requirements and obligations to patients, entering payments into practice management system
  • Collaborated with healthcare staff to verify alignment of appointment scheduling with clinic protocols.
  • Maintained confidentiality of patient information to comply with HIPAA regulations and protect patient privacy.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.

CUSTOMER RETENTION SPECIALIST

Concentrix
05.2019 - 10.2019
  • Utilized knowledge of customer experience to create specialized plans for customer retention
  • Evaluated current customer retention strategies and recommended improvements
  • Developed new strategies for customer retention activities
  • Reviewed successes and failures to learn from previous mistakes
  • Read from scripts to promote uniformity and consistency in communications
  • Utilized CRM software to track customer interactions and preferences
  • Obtained and examined relevant information to assess validity of complaints and determine possible causes
  • Educated sales teams on best practices for upselling and cross-selling products or services
  • Ensured compliance of all processes related to customer retention initiatives by auditing regularly
  • Managed client relationships with a focus on providing excellent service quality
  • Referred unresolved customer grievances to designated departments for further investigation
  • Built sustainable relationships and trust with customer accounts using open and interactive communication
  • Made appropriate account corrections to resolve customer problems
  • Handled inbound calls to resolve customer inquiries, billing issues and product or service concerns
  • Analyzed and collected customer information to prepare product or service reports
  • Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints
  • Navigated multiple computer systems and applications and utilized search tools to find information
  • Retained client's business by promptly implementing solutions that drove satisfaction
  • Conducted call de-escalations to effectively assist upset customers
  • Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
  • Responded to customer requests for products, services, and company information
  • Answered customer telephone calls promptly to avoid on-hold wait times
  • Updated account information to maintain customer records
  • Implemented and developed customer service training processes
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Trained new personnel regarding company operations, policies and services
  • Met customer call guidelines for service levels, handle time and productivity
  • Answered constant flow of customer calls with minimal wait times
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
  • Followed up with customers about resolved issues to maintain high standards of customer service
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
  • Utilized problem-solving techniques to identify solutions for complex customer inquiries
  • Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts
  • Monitored daily performance metrics such as call volume, wait times, resolution times
  • Conferred with customers by telephone or in-person to provide product or service information
  • Created detailed reports outlining customer feedback trends over time
  • Read from scripts to promote uniformity and consistency in communications
  • Assisted with training and mentoring new team members
  • Used job-related software to complete contract forms, prepare change of address records or issue service discontinuance orders
  • Developed new strategies for customer retention activities.
  • Promoted available products and services to customers during service, account management, and order calls.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.

CUSTOMER SERVICE REPRESENTATIVE SPECIALIST

IQor SM Clark
09.2014 - 09.2016
  • Utilized knowledge of customer experience to create specialized plans for customer retention
  • Developed new strategies for customer retention activities
  • Read from scripts to promote uniformity and consistency in communications
  • Utilized CRM software to track customer interactions and preferences
  • Obtained and examined relevant information to assess validity of complaints and determine possible causes
  • Educated sales teams on best practices for upselling and cross-selling products or services
  • Ensured compliance of all processes related to customer retention initiatives by auditing regularly
  • Managed client relationships with a focus on providing excellent service quality
  • Referred unresolved customer grievances to designated departments for further investigation
  • Built sustainable relationships and trust with customer accounts using open and interactive communication
  • Made appropriate account corrections to resolve customer problems
  • Handled inbound calls to resolve customer inquiries, billing issues and product or service concerns
  • Analyzed and collected customer information to prepare product or service reports
  • Gave accurate and appropriate information to answer questions, troubleshoot issues and resolve complaints
  • Navigated multiple computer systems and applications and utilized search tools to find information
  • Retained client's business by promptly implementing solutions that drove satisfaction
  • Conducted call de-escalations to effectively assist upset customers
  • Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
  • Responded to customer requests for products, services, and company information
  • Updated account information to maintain customer records
  • Implemented and developed customer service training processes
  • 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
  • Answered constant flow of customer calls with minimal wait times
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions
  • Followed up with customers about resolved issues to maintain high standards of customer service
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly
  • Utilized problem-solving techniques to identify solutions for complex customer inquiries
  • Delivered personalized customer service relating to questions and promptly resolved basic problems on customer accounts
  • Monitored daily performance metrics such as call volume, wait times, resolution times
  • Conferred with customers by telephone or in-person to provide product or service information
  • Read from scripts to promote uniformity and consistency in communications
  • Used job-related software to complete contract forms, prepare change of address records or issue service discontinuance orders
  • Analyzed customer feedback surveys to identify areas of improvement in the customer service department.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Education

High School Diploma -

Dominican College of Tarlac
Tarlac, Philippines
03.2003

Skills

  • Patient Interviews
  • Customer Service
  • Time Management
  • Phone Call Answering
  • Office Management
  • Administrative Procedures
  • Data Entry Documentation
  • Document Retrieval
  • Schedule Patients
  • Calendar and Appointment Management
  • Medical Records Verification
  • Medical Report Preparation
  • Patient Relations
  • Payment Scheduling and Collection
  • Data Entry
  • Data Entry Software
  • Computer Proficiency
  • Patient Health Information Access
  • Taking Client Histories
  • Office Coordination
  • Scheduling Tests and Procedures
  • Teamwork and Collaboration
  • Patient Admission
  • EMR Systems
  • Appointment Scheduling and Confirmation
  • Collecting Intake Information
  • Appointment Booking
  • Software Applications
  • Online Systems
  • Clerical Support
  • Reading Comprehension
  • Call Transfers
  • Information Assistance
  • Administrative Office Operations
  • Customer Relationship Management
  • Effective Written and Verbal Communication
  • Customer Relations
  • Patient Scheduling
  • Insurance Verification
  • Medical Terminology
  • HIPAA Compliance
  • Administrative Support

Certification

  • Certified Social Media Manager, Coursera

Timeline

MEDICAL APPOINTMENT SCHEDULER

SimonMed Imaging
10.2019 - 09.2020

CUSTOMER RETENTION SPECIALIST

Concentrix
05.2019 - 10.2019

CUSTOMER SERVICE REPRESENTATIVE SPECIALIST

IQor SM Clark
09.2014 - 09.2016

High School Diploma -

Dominican College of Tarlac

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Cristina Vazquez