Icela Castillo

Managed incoming correspondence, prioritizing workload, managing multiple tasks at once, greeting /helping families, and answering phone calls.

• Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
• Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
• Developed strong relationship with clients by providing empathetic support and understanding during challenging health situations.
• Facilitated smooth communication between patients, insurance companies, and medical staff.
• Gathered information, assessed callers needs and directed patients to the correct department or resource.
• Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.