Lisette Calanni
Answering Service Care
Miami,FL
1
Certification
17
years of professional experience
Bilingual Customer Service Specialist skilled in resolving customer inquiries,managing complaints, and providing exceptional support in both English and Spanish. Strong communication, problem-solving, and interpersonal skills valued by employers, with a focus on team collaboration, achieving results and adapting seamlessly to changing customer needs. Dedicated to building positive customer relationships while delivering professional, efficient service.
Work History
Bilingual Customer Service Agent/ Industry Expert
5 Years 11 Months- Bilingual Customer Service Agent: Answer inbound calls and make outbound calls with professionalism, warmth, and accuracy.
- Follow call scripts and industry-specific guidelines while actively listening and addressing caller needs.
- Perform lead intakes, gather information, and document details with precision.
- Schedule appointments and transfer calls to the appropriate contacts as needed.
- Dispatch messages accurately and efficiently, ensuring clear and detailed communication.
- Navigate multiple systems and maintain thorough call documentation.
- Provide outstanding customer service by demonstrating empathy and patience.
- Live chat, SMS, and email support.
- Bilingual Industry Expert: Support Quality Assurance and Training Department , assist with training and ensure agents meet quality standards and feel empowered to succeed.
- Provide guidance to agents in handling challenges, errors, and complaints during customer interactions.
- Support the Human Resources team by performing bilingual testing for new hires.
- Assist in maintaining high-quality service by monitoring agents’ performance and providing constructive feedback.
- Delivered bilingual support to diverse customer inquiries, enhancing service satisfaction.
- Resolved complex issues efficiently, ensuring timely communication with clients.
- Implemented process improvements that streamlined customer service workflows and reduced response times.
- Guided new agents through onboarding processes, fostering team collaboration and knowledge sharing.
Patient Services
2 Years 4 Months- Provided patient services at reception area.
- Handled intake of new patient information, created medical records, and facilitated admissions.
- Responsible for checking in all patients and making sure all follow up patients have diagnostic testing, any studies, labs and/or hospital records as ordered by physician are in chart prior to patient seeing physician.
- Prepared all new patient charts with required documentation.
- Responsible for confirming insurance benefits and eligibility for new and existing patients and updating insurance information as changes occur.
- Created templates and progress notes for new and follow-up appointments for all assigned physicians.
- Collected all copayments and outstanding balances.
- Performed end-of-day closing for all cash, check, and credit card transactions processed during the workday.
- Took vital signs of all patients.
- Placed all patients in exam rooms promptly.
- Responsible for collecting all copay and outstanding balances.
- Responsible for end of day closing for all cash, check and credit card transactions made throughout the work day.
- Contact all no-show patients for rescheduling.
- Maintained confidentiality of patients' records according to all HIPAA / HITECH laws. Maintained and updated current medical records.
- Responsible for all meaningful use tabs for EMR.
- Assisted medical records and billing departments as needed.
Front Desk Manager & Patient Coordinator
4 Years 2 Months- Oversaw daily office operations to ensure efficiency and staff coordination.
- Managed incoming calls and messages, maintained office supplies, filed PA patient charts, reviewed and distributed all incoming faxes including STAT and dialysis referrals, oversaw office billing, collected co-payments, and prepared bank deposits to ensure smooth office operations.
- Followed unit-specific safety and infection control standards.
- Supervised medical records department to ensure accurate documentation.
- Acting Medical Records Supervisor.
- Routed inactive and complete medical records to archives for storage and updated archive log-in system.
- Managed patient admissions and documentation processes for new clients.
- Handled intake of new patient information, created medical records, and facilitated admissions.
- Retrieved consultation reports, obtained physician authorizations and set appointments for patients to referred specialists, procedures, diagnostic testing facilities and hospitals.
Education
High School Diploma
Certified Phlebotomy Technician - Phlebotomy
Skills
Customer service & support
Call center experience
Data Entry & Record Management
Bilingual: English & Spanish
Problem-Solving
Multitasking and organization
Written & verbal communication
Administrative support
Certification
Certified Phlebotomy Technician, Florida International Association of Phlebotomy Technicians, Inc., Nov. 2013, CPR and AED Certified, American Heart Association, Oct 2013
Timeline
Bilingual Customer Service Agent/ Industry Expert
Answering Service Care
09.2020 - CurrentRead More
Patient Services
The Neurology Group
11.2014 - 03.2017Read More
Front Desk Manager & Patient Coordinator
The Kidney Treatment Center of South Florida
03.2010 - 05.2014Read More
American Academy High
High School Diploma
Read More
Florida International Association
Certified Phlebotomy Technician from Phlebotomy
Read More