Crystal Burciaga
Grand Prairie,TX
Summary
Patient Service Representative with over 10 years experience working in both the public and private sectors. Diplomatic, personable, and adept at managing sensitive situations. Highly organized, self-motivated, and proficient with client services, bringing exceptional ability to handle high volume calls, negotiation and conflict resolution skills to handle complaints in a courteous and professional manner.
Dependable professional with track record of success in field, attention to detail and proactive mindset. Seeks opportunities to improve processes and workflows for team benefit. Conscientious, hardworking and excels at multitasking in fast-paced environments.
Overview
11
11
years of professional experience
Work History
PSR Supervisor
Gateway Diagnostic Imaging
Arlington, TX
02.2021 - Current
- Scheduled with patients and physicians offices.
- Assisted in training in new employees
- Call patients and schedule Ultrasound, CAT Scans, X Rays, and MRI related exams
- Developed and maintained a safe working environment, adhering to all safety protocols and regulations.
- Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
- Resolved customer complaints and issues promptly, ensuring customer satisfaction and loyalty.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Trained new employees on company policies and procedures.
- Identified needs of customers promptly and efficiently.
- Monitored employee productivity to provide constructive feedback and coaching.
- Trained new employees on company policies, job duties, and performance expectations.
- Maintained positive working relationship with fellow staff and management.
- Assisted with customer requests and answered questions to improve satisfaction.
Bilingual Patient Service Representative
Touchstone Medical Imaging
05.2020 - 01.2021
- Schedule patients for diagnostic exams and procedures
- Checking in/out patients
- Answer multiple phone lines
- Insurance verification
- Collect at TOS
- Ensure accurate patient data entry
- Process orders from physician's office
- Scheduling
- Process medical records
- Prepare EOD report
- Train new employees on systems and daily workflow
Bilingual Contact Center Agent
Solis Mammography
05.2019 - 03.2020
- Provide efficient and timely assistance to patients
- Scheduling appointments in multiple modalities
- Inbound and outbound calls/English and Spanish
- Maintain current KPI expectations
- Exceeds QA score expectations
- Completed training and nesting in the top of my class
ESL Bilingual Aid/ Discipline Clerk/Attendance Clerk
GPISD
12.2016 - 12.2019
Call Center Customer Service
Silverleaf Resorts
01.2014 - 12.2015
- Set appointments for vacation package customers to tour facility
- Upsell vacation packages
- Enthusiastically performed at a high level in a customer service driven environment
- Received inbound calls, as well as initiating outbound calls
Education
High school diploma - General Studies
South Grand Prairie High School
Grand Prairie, TX06.2002
Skills
- Customer Service Skills
- Escalation Experience
- 60 wpm
- Organizational skills
- Bilingual English/Spanish
- Quality Assurance
- Multi-line Phone Systems
- Insurance Verification
- Medical Scheduling
- Medical Office Experience
- Medical Receptionist
- Experience Working With Students
- Decision-making
- Customer service
- Task delegation
- Goal oriented
- Attention to detail
- Team building
- Coaching and mentoring
Languages
Spanish
Native/ Bilingual
Timeline
PSR Supervisor
Gateway Diagnostic Imaging
02.2021 - Current
Bilingual Patient Service Representative
Touchstone Medical Imaging
05.2020 - 01.2021
Bilingual Contact Center Agent
Solis Mammography
05.2019 - 03.2020
ESL Bilingual Aid/ Discipline Clerk/Attendance Clerk
GPISD
12.2016 - 12.2019
Call Center Customer Service
Silverleaf Resorts
01.2014 - 12.2015
High school diploma - General Studies
South Grand Prairie High School