Iris Arreola
Fort Worth,TX
Summary
Telehealth-focused support specialist with experience managing high-volume patient interactions across chat, email, and SMS using Zendesk. Skilled in guiding patients through care journeys, including medication refills, lab scheduling, and order tracking. Proven ability to meet performance metrics including QA, CSAT, and response time while delivering empathetic, high-quality support in fast-paced, remote environments.
Overview
6
6
years of professional experience
Work History
Member Experience Coordinator - Contract
Ro
Remote, TX
08.2025 - 02.2026
- Managed 50+ daily patient interactions across chat, email, and SMS using Zendesk
- Guided patients through care journeys including medication refills, lab scheduling, order tracking, and fulfillment issues
- Maintained QA scores above target (85%+) while meeting strict response time SLAs
- Documented all patient interactions in EMR systems with high accuracy to ensure continuity of care
- Collaborated with Clinical Ops and Pharmacy teams to resolve patient issues and complex cases
- Escalated sensitive or complex concerns to appropriate teams while maintaining patient satisfaction
- Identified recurring patient issues and contributed to workflow and process improvements to enhance patient experience.
Technical Support Expert - Contract
Concentrix
Remote, TX
03.2025 - 05.2025
- Managed high-volume customer interactions across chat, email, and phone channels
- Guided users through account access, document uploads, and system navigation
- Maintained strong performance across KPIs including CSAT, first response time, and resolution time
- Utilized internal tools and knowledge bases to resolve issues efficiently and accurately
- Escalated complex cases to specialized teams while ensuring a seamless customer experience
- Maintained detailed documentation of customer interactions and resolution
- Delivered high-quality support in a fast-paced, high-volume environment while consistently maintaining strong customer satisfaction scores.
Lead Two's Teacher
Northwood Learning Center
Fort Worth, TX
05.2022 - 05.2025
- Supported students through individualized instruction and behavioral interventions
- Collaborated with teachers and staff to implement IEP-based learning strategies
- Maintained accurate documentation of student progress and classroom activities
- Adapted quickly to changing student needs in a fast-paced educational environment
Lead Pharmacy Technician
CVS Pharmacy
Fort Worth, TX
09.2021 - 05.2022
- Assisted patients with prescription processing, medication inquiries, and insurance coverage and billing issues.
- Collaborated with pharmacists and healthcare providers to ensure accurate and timely patient care
- Maintained strict compliance with HIPAA and patient confidentiality standards
- Resolved patient concerns with empathy, improving satisfaction and trust
- Trained and supported team members in workflow processes and customer service best practices
Lead Registered Behavior Technician
Pine Cone Therapies
Keller, TX
05.2021 - 09.2021
- Implemented individualized treatment plans to enhance client behavior and developmental skills.
- Collaborated with interdisciplinary teams to ensure comprehensive care for clients with behavioral challenges.
- Trained and supervised a team of therapists, ensuring documentation accuracy and adherence to treatment protocols.
- Maintained accurate documentation of client sessions, ensuring compliance with organizational policies and regulations.
Special Education Resource Paraprofessional
Keller ISD
Keller, TX
10.2019 - 05.2021
- Supported students through individualized instruction and behavioral interventions
- Collaborated with teachers and staff to implement IEP-based learning strategies
- Maintained accurate documentation of student progress and classroom activities
- Adapted quickly to changing student needs in a fast-paced educational environment
Education
High School Diploma -
Timber Creek High School
Fort Worth, TXAssociate of Arts -
Tarrant County College (Coursework Completed)
Fort Worth, TXSkills
- Zendesk / CRM Systems
- Patient & Customer Support
- Telehealth Workflows
- EMR Documentation
- Medication & Lab Coordination
- Escalation Management
- QA & CSAT Performance
- First Response & Resolution Time
- Cross-Functional Collaboration
- HIPAA Compliance
Timeline
Member Experience Coordinator - Contract
Ro
08.2025 - 02.2026
Technical Support Expert - Contract
Concentrix
03.2025 - 05.2025
Lead Two's Teacher
Northwood Learning Center
05.2022 - 05.2025
Lead Pharmacy Technician
CVS Pharmacy
09.2021 - 05.2022
Lead Registered Behavior Technician
Pine Cone Therapies
05.2021 - 09.2021
Special Education Resource Paraprofessional
Keller ISD
10.2019 - 05.2021
High School Diploma -
Timber Creek High School
Associate of Arts -
Tarrant County College (Coursework Completed)