Esther Castillo Gonzalez
Albuquerque,NM
Summary
Hardworking customer service accustomed to fast-paced out patient call center environments. Quickly and effectively understands, documents and resolves customer concerns, driving satisfaction while meeting demanding business objectives. Well-versed in customer service standards and best practices.
Dedicated Customer Service Representative motivated to improve service satisfaction and contribute to overall company success. Well-developed communicator versed in out patient
solutions.
Overview
6
6
years of professional experience
Work History
School Bus Driver
Albert Sanchez School Busses
10.2024 - Current
- Demonstrated professionalism at all times while engaging with students, parents, colleagues, and administrators alike during daily duties.
- Obeyed federal, State and local traffic laws and regulations to enable safe transportation outcomes for participants.
- Completed pre-trip and post-trip bus inspections and documented info in vehicle logs.
- Maintained accurate records of student pick-ups and drop-offs, ensuring proper documentation for school administration purposes.
Patient Scheduler
Ardent/ Lovelace Medical Center
08.2023 - Current
- Enhanced patient satisfaction by efficiently scheduling appointments and managing appointment changes.
- Streamlined the scheduling process for improved patient flow and reduced wait times.
- Reduced no-show rates with timely appointment reminders and confirmation calls.
- Collaborated with medical staff to optimize appointment availability, ensuring patients received timely care.
- Maintained accurate patient records, updating contact information and insurance details as needed.
- Managed a high call volume, prioritizing tasks to provide exceptional customer service in a fast-paced environment.
- Contributed to an organized office atmosphere by maintaining up-to-date schedules for multiple providers.
Scheduler Contact Center
Sabio Systems/ Temp To Hire Lovelace Medical
08.2023 - Current
- Managed multiple schedules and prioritized tasks to meet demands of fast-paced work environment.
- Verified insurance coverage and eligibility for medical services prior to scheduling appointments to prevent billing issues.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Received and routed laboratory results to correct clinical staff members.
- Monitored patient wait times, providing updates to achieve optimal patient satisfaction.
- Answered phone calls and messages for Number-physician Type medical facility, scheduling appointments, and handling patient inquiries.
- Developed and implemented efficient scheduling systems to maintain organized medical appointment schedules.
Out Patient Clerk , Customer Service
UNIVERSITY OF NEW MEXICO HOSPITAL
07.2021 - 06.2023
- Answer inbound calls from patients
- Create medical numbers
- Schedule appointment
- Transfer patients to other clinics make out bound call to patients to schedule
- Maintained facility and patient confidentiality, complying with HIPPA policies and procedures.
- Assisted patients with resources needed.
Patient Care Coordinator
Carenet
12.2019 - 12.2020
- Completed insurance verifications and claim forms for patient intake and processing.
- Order medical cards
- Triage patients to speak to a registered nurse
- Verify symptoms of patients
- Escalated complex customer concerns to management for resolution.
- Interviewed patients to evaluate service and gather recommendations for improvement.
- Processed patient intake information and updated medical records prior to treatment.
- Received and routed care team messages and documents to appropriate staff.
- Facilitated communication between patients, medical and administrative staff, administrative staff and regulatory agencies.
- Explained policies, procedures and services to patients.
Cashier
Sam's Club
06.2020 - 06.2021
- Collected payments and provided accurate change.
- Completed daily recovery tasks to keep areas clean and neat for maximum productivity.
- Helped customers find specific products, answered questions and offered product advice.
- Worked closely with front-end staff to assist customers.
- Processed sales transactions to prevent long customer wait times.
- Accepted cash and credit card payments, issued receipts and provided change.
- Helped with purchases and signed customers up for rewards program.
- Verified customer age requirement for alcohol or tobacco purchases.
- Learned roles of other departments to provide coverage and keep store operational.
- Answered customer questions and provided store information.
- Scanned merchandise using point-of-sale system for accurate purchase totals.
- Used suggestive selling techniques to promote add-on sales.
- Operated cash register or POS system to receive payment by cash, check and credit card.
- Preserved appearance of store by arranging and replenishing displays and merchandise racks.
- Processed refunds for worn, damaged and broken merchandise.
- Directed trash removal and sanitation procedures to keep aisles and register area organized.
Customer Service Representative
Alorica
09.2018 - 10.2019
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Educated customers on special pricing opportunities and company offerings.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
Education
GED -
Central New Mexico Community College
Albuquerque, NM05.2012
Skills
- Credit Card Payment Processing
- Scheduling and Coordinating
- Friendly
- Team Building
- Patient Greeting
- Insurance Information Collection
Languages
Spanish
Native or Bilingual
Timeline
School Bus Driver
Albert Sanchez School Busses
10.2024 - Current
Patient Scheduler
Ardent/ Lovelace Medical Center
08.2023 - Current
Scheduler Contact Center
Sabio Systems/ Temp To Hire Lovelace Medical
08.2023 - Current
Out Patient Clerk , Customer Service
UNIVERSITY OF NEW MEXICO HOSPITAL
07.2021 - 06.2023
Cashier
Sam's Club
06.2020 - 06.2021
Patient Care Coordinator
Carenet
12.2019 - 12.2020
Customer Service Representative
Alorica
09.2018 - 10.2019
GED -
Central New Mexico Community College
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