Isamar Torres
Burbank,IL
Summary
Proactive Medical Office professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.
Overview
9
9
years of professional experience
Work History
Clinical Call Center Supervisor
Oak Street Health
08.2015 - 03.2023
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Trained team members on performance metrics and consumer behavior identification.
- Enhanced team performance with consistent coaching, feedback, and development opportunities.
- Collaborated with other departments for seamless coordination in addressing customer concerns, resulting in faster issue resolution.
- Developed training programs to enhance agent skill sets, leading to improved performance metrics across the board.
- Facilitated regular team meetings to discuss challenges, successes and strategies.
Patient Access Representative
Christian Community Health Center
12.2013 - 08.2015
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
Education
High School Diploma -
Links Community High School
Chicago, ILNo Degree - Sociology
Roosevelt University
Chicago, ILSkills
- Quality Assurance
- Call Monitoring
- Coaching and Mentoring
- Staff Motivation
- Document Management
- Operations Management
- Training Management
Languages
Spanish
Native or Bilingual
Timeline
Clinical Call Center Supervisor
Oak Street Health
08.2015 - 03.2023
Patient Access Representative
Christian Community Health Center
12.2013 - 08.2015
High School Diploma -
Links Community High School
No Degree - Sociology
Roosevelt University
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