Guadalupe Gonzalez
Norwalk,CA
Summary
With a proven track record at Hoag Memorial Hospital Presbyterian, I excel in patient scheduling and customer service, blending my expertise in medical billing with a cooperative attitude to enhance patient satisfaction. My achievements include streamlining appointment processes and significantly improving team efficiency, demonstrating my commitment to excellence in healthcare administration.
Overview
10
10
years of professional experience
Work History
CENTRALIZED PATIENT SCHEDULING
Hoag Memorial Hospital Presbyterian
04.2024 - Current
- Assisted in training new staff members on how to use the scheduling system effectively.
- Routed calls and correspondence to appropriate medical staff.
- Gathered personal and insurance information from each patient.
- Facilitated emergency appointment requests, prioritizing patient care needs.
- Coordinated scheduling for multiple physicians across various specialties, balancing patient needs and doctor availability.
- Handled incoming calls and inquiries from patients, providing timely and accurate information.
- Scheduled tests, lab work or x-rays for patients based on physician orders.
Appointment Clerk/call Center
Kaiser Permanente
04.2023 - 04.2024
- Answered approximately Number calls per day regarding appointment requests, concerns and inquiries.
- Documented all calls and inquiries in computer system.
- Provided accurate information and answered any questions regarding services or products.
- Called potential customers by following calling list set forth by managers.
- Set appointments with customers based on individual convenience.
- Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances.
Dispatcher/Call Center
SEAACA
08.2022 - 06.2023
- Conferred with customers or supervising personnel to address and resolve issues
- Dispatched workers and crews to assigned locations
- Communicated clearly and concisely to reduce errors and provide complete dispatch data
- Oversaw dispatch communications within specifically assigned territories
- Responded quickly to meet customer needs and resolve problems
- Coordinated daily workflow in adherence with critical timelines.
- Directed dispatching, routing, and tracking of Number fleet vehicles.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Managed conflict resolutions with customers, drivers and other personnel to encourage professional relationships and promote respect.
- Trained and provided guidance to new team members to apply best practices and comply with protocols and regulations.
Receptionist
PIH HEALTH
07.2021 - 11.2022
- Used proper telephone etiquette, answered calls and caller questions and transferred to proper extensions
- Typed memos and letters using standard computer or word processor
- Paged individuals when necessary and employees without voicemail
- Provided typing, word processing and clerical support and assisted with special projects
- Policed office front entrance, monitoring arrival and departure of staff and visitors.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Kept reception area clean and neat to give visitors positive first impression.
- Answered phone promptly and directed incoming calls to correct offices.
- Responded to inquiries from callers seeking information.
- Resolved customer problems and complaints.
- Corresponded with clients through email, telephone, or postal mail.
Call Center Associate
City Of La Mirada
05.2019 - 08.2022
- Received, store and delivered luggage and mail
- Made reservations for patrons, such as for dinner, spa treatments and golf tee times and obtained tickets to special events
- Provided directions to guests
- Provided business services for guests, such as sending and receiving faxes and shipping packages
- Provided food and beverage services to guests
- Collaborated with departmental leaders to establish organizational goals, strategic plans and objectives.
- Assisted customers by answering questions and responding to inquiries.
- Analyzed and escalated complaints, issues and grievances to designated departments for investigation and response.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Reached out to customers after completed sales to suggest additional service or product purchases.
Cashier
Disneyland Resort
04.2022 - 08.2022
- Provided efficient and courteous service to customers
- Resolved and de-escalated issues to address customer concerns
- Delivered service excellence through all points of contact
- Maintained inventory and store visual presentation to meet customer needs
- Maintained cash accuracy by working with supervisor to correct deficiencies
- Reconciled and prepared bank deposits
- Processed cash, check and credit cards for customer purchases.
Cashier
Target
10.2019 - 01.2021
- Processed merchandise returns and exchanges
- Computed and recorded totals of transactions
- Monitored self-checkout stations to assist customers and ensure registers working appropriately
- Arranged and replenished displays and merchandise racks to maintain store appearance
- Maintained up-to-date knowledge of store policies regarding payments, returns and exchanges
- Helped customers locate merchandise
- Bagged or boxed merchandise and prepared packages for shipment
- Counted cash drawers at beginning of shifts to verify correct amounts
- Processed cash, check and credit cards for customer purchases.
Sales Associate
Finishline
11.2014 - 05.2019
- Followed checklist to complete retail store opening and closing activities
- Operated cash register and POS to process sales transactions and handle payments
- Greeted and escorted customers to product racks and shelves to assist with finding merchandise
- Engaged with guests to understand and anticipate customer service needs
- Promoted visual presentation standards by keeping store replenished
- Used product knowledge for handling objections
- Performed cleaning tasks, keeping store neat and organized.
Education
Ultrasound -
Healthcare Career College
Paramount, CA02.2023
High School Diploma -
santa fe high
Santa Fe Springs, CA06.2014
Skills
- Customer Transactions
- Feedback Acceptance
- Credits and Refunds
- Cash Register Operation
- Cooperative Attitude
- Customer Relations
- Guest Satisfaction
- Medical Terminology
- Appointment Scheduling and Confirmation
- Customer Service
- Medical Billing
- Clerical Support
- Administrative Duties
- Appointment Booking
- Patient Registration
- Medical Condition Coding Software
- Schedule Coordination
- B2B Appointment Setting
- Data Entry
- Reminder Calls
- Call Transfers
- Appointment scheduling
- Healthcare industry
- Patient confidentiality
Languages
Spanish
Professional
Timeline
CENTRALIZED PATIENT SCHEDULING
Hoag Memorial Hospital Presbyterian
04.2024 - Current
Appointment Clerk/call Center
Kaiser Permanente
04.2023 - 04.2024
Dispatcher/Call Center
SEAACA
08.2022 - 06.2023
Cashier
Disneyland Resort
04.2022 - 08.2022
Receptionist
PIH HEALTH
07.2021 - 11.2022
Cashier
Target
10.2019 - 01.2021
Call Center Associate
City Of La Mirada
05.2019 - 08.2022
Sales Associate
Finishline
11.2014 - 05.2019
Ultrasound -
Healthcare Career College
High School Diploma -
santa fe high
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