Graciela Rivera
South Houston,TX
Summary
Customer Service professional with 20 years of experience supporting high-volume clinical operations, resolving customer issues, and delivering clear, friendly communication. Skilled in managing complex inquiries, coordinating schedules, and maintaining accurate documentation. Known for professionalism, patience, and the ability to help customers feel welcomed, valued, and supported — aligning with United’s commitment to creating memorable travel experiences. Strong communication with diversity group of people, including department and crew. Able to stand, walk and assist customers for extended period of time. Reliable, punctual, and able to work onsite with flexible scheduling needs (days, nights, weekends, holidays). Experience in high-volume environments requiring calm, professionalism, and multitasking. Comfortable with computers, mobile devices and new technology.
Overview
1
1
Certification
12
12
years of professional experience
Work History
Patient Care Coordinator
Baylor College of Medicine
Houston, USA
08.2021 - Current
- Provide friendly, professional support to patients, resolving issues and ensuring smooth service — mirroring United’s customer-facing expectations.
- Manage high-volume scheduling, documentation, and inquiries with accuracy and empathy.
- Serve as liaison between patients, providers, and external offices to ensure seamless communication.
- Handle complex requests, urgent needs, and fast-paced workflow while maintaining a positive attitude.
- Train new staff on systems, communication standards, and customer-service procedures.
Medical Assistant
Baylor College of Medicine
Houston, USA
08.2021 - Current
- Managed referrals, updated records, and coordinated appointments with strong attention to detail.
- Handled high-volume phone systems and customer questions with professionalism.
- Coordinated urgent visits between hospitals and physicians, demonstrating calm under pressure.
Medical Assistant
Houston Methodist Hospital
Houston, USA
09.2020 - 08.2021
- Confirmed appointments, updated charts, and supported customer needs in a fast-moving environment.
- Communicated clearly between departments to resolve issues quickly.
- Managed extremely high patient volume with minimal staff, maintaining excellent service.
Medical Assistant
Gastroenterology Consultant
Houston, USA
07.2014 - 09.2020
- Scheduled appointments, handled follow-ups, and maintained accurate customer documentation.
- Assisted customers with insurance questions and coordinated communication between offices.
Education
Certification - Medical Assistant Program
ATI
Houston, TXSkills
- EMR/EHR Systems (Epic, Cerner, eClinicalWorks)
- Insurance and Referral Coordination
- Referral Management
- Appointment scheduling
- Documentation & Data Entry
- High-Volume Call Handling
- Customer Support
- Problem Resolution
- Communication & Conflict De-escalation
- Multitasking
- HIPAA Compliance
- Microsoft Office
Certification
- Registered Certified Medical Assistant (RCMA)
- Basic Life Support (BLS)
Timeline
Patient Care Coordinator
Baylor College of Medicine
08.2021 - Current
Medical Assistant
Baylor College of Medicine
08.2021 - Current
Medical Assistant
Houston Methodist Hospital
09.2020 - 08.2021
Medical Assistant
Gastroenterology Consultant
07.2014 - 09.2020
Certification - Medical Assistant Program
ATI