Jennifer Guido
San Antonio,TX
Summary
Experienced patient and customer care professional with 9+ years in healthcare support, known for compassionate communication, insurance navigation, and HIPAA-compliant documentation. Skilled in coordinating referrals, scheduling appointments, and resolving concerns with efficiency and empathy.
Overview
2027
2027
years of professional experience
Work History
Patient Care Advocate
Rene Jaso MD
- Assisted patients with appointment scheduling, referral coordination, and visit preparation.
- Communicated insurance coverage details, eligibility questions, and billing concerns clearly.
- Documented patient interactions accurately in electronic medical records and care notes.
- Coordinated follow-up calls to confirm treatment instructions and care plan adherence.
- Maintained confidentiality while supporting compassionate, patient-centered service delivery.
Customer Service Advocate
Stone Oak Family Doctors, WellMed
02.2019 - 06.2026
- Coordinated referrals to specialists, ensuring continuity of care and timely follow-up for complex cases.
- Escalated unresolved issues to specialized teams and monitored progress through resolution.
- Improved response efficiency by streamlining workflow steps and prioritizing urgent requests.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Managed high-volume calls, chats, and emails while maintaining consistent service quality.
Engagement Care Coordinator
OPPM
09.2016 - 07.2018
- De-escalated complex complaints with calm communication and policy-based solutions.
- Recommended process improvements to reduce call handling errors and improve customer experience.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Consistently met or exceeded performance goals, contributing to the overall success of the call center.
Education
BBA - Marketing, Psychology
Texas A&M University
College Station, TXSkills
- Multitasking
- Organizational skills
- HIPAA compliance
- Appointment scheduling
- Insurance practices
- Empathy display
- Compassionate client care
- Insurance navigation
- Friendly and outgoing
- Electronic health records
- Patient check-in
- Insurance verification
Timeline
Customer Service Advocate
Stone Oak Family Doctors, WellMed
02.2019 - 06.2026
Engagement Care Coordinator
OPPM
09.2016 - 07.2018
Patient Care Advocate
Rene Jaso MD
BBA - Marketing, Psychology
Texas A&M University