Nancy Soto
Port Saint Lucie,FL
Summary
Flexible and dependable associate with a background in customer service and administration. Recognized for exceptional communication and problem-solving abilities, contributing to improved patient experiences and operational efficiencies. Dedicated professional with strong customer service skills. Known for reliability and effective communication, consistently maintaining positive relationships and addressing diverse needs.
Overview
15
15
years of professional experience
Work History
Business Services Associate
South Florida Orthopeadics & Sports Medicine
Port Saint Lucie, Florida
06.2025 - Current
- Updated patient accounts in computer system, submitted payments and changed personal details.
- Maintained a positive working relationship with fellow staff and management.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Scheduled appointments for patients via phone and in person.
- Relayed messages from patients to physicians about concerns, condition updates or refill requests to facilitate treatment.
- Organized charts, documents and supplies to maintain team productivity.
- Participated in team meetings to improve workflows and contribute to improving patient population outcomes.
- Promoted patient comfort by quickly responding to calls and handling diverse needs.
- Answered patient questions promptly through email, phone and in person.
- Followed protocol for the intake and accounting of large sums of cash and numerous card transactions.
- Maintained facility and patient confidentiality, complying with HIPPA policies and procedures.
- Utilized information-gathering techniques while analyzing and identifying implications to make correct planning and scheduling decisions.
- Collaborated with internal staff members such as Billing Specialists, Medical Coders., to resolve any discrepancies in patient's insurance information.
- Updated patient and insurance data and input changes into company computer system.
- Determined the estimated self-pay portion by calculating charges, co-insurance, and deductibles.
Bilingual Call Center Agent
TaskUs
Cali, Colombia
12.2020 - 09.2024
- Managed bilingual customer inquiries via phone and chat.
- Resolved customer issues with empathy and efficiency.
- Collaborated with team members to improve service quality.
- Escalated complex issues to appropriate departments promptly.
- Maintained knowledge of company policies and procedures continuously.
- Demonstrated strong problem solving skills in order to resolve complex situations.
- Adhered to company policies and procedures when dealing with customer inquiries.
- Assisted customers in Spanish and English with inquiries, complaints and requests for information.
Medical Sales Representative
Procter & Gamble Co
Cali, Colombia
11.2010 - 12.2019
- Educated healthcare professionals on product features and benefits.
- Collaborated with cross-functional teams for product launches and campaigns.
- Delivered engaging presentations to medical staff and stakeholders.
- Analyzed competitor products and strategies for market positioning.
- Provided ongoing support and training to clients on product usage.
- Coordinated promotional events to enhance brand visibility in healthcare settings.
- Educated healthcare providers on product features, benefits, and usage instructions.
- Established strong relationships with physicians through regular visits to discuss products and services.
- Followed up regularly with existing customers via phone calls or emails.
- Scheduled appointments with healthcare professionals to promote products or services.
Education
Sales Certification
Procter & Gamble
Bogota, Colombia08-2018
Marketing Certification
University Santiago De Cali
Cali, Colombia 10-2013
Bachelor of Science - Dental Mechanic
University Santiago De Cali
Cali, Colombia11-1999
Skills
- Experience in Leadership
- Reliable & Trustworthy
- Friendly, Positive Attitude
- Critical Thinking
- Flexible Schedule
- Planning & Organizing
- Customer Service
- People Skills
- Fluent in Spanish
- Good Work Ethic
- Computer Skills
- Analytical Thinking
- Communication and Interpersonal Skills
- Coverage and Authorizations
- Insurance terminology
Timeline
Business Services Associate
South Florida Orthopeadics & Sports Medicine
06.2025 - Current
Bilingual Call Center Agent
TaskUs
12.2020 - 09.2024
Medical Sales Representative
Procter & Gamble Co
11.2010 - 12.2019
Sales Certification
Procter & Gamble
Marketing Certification
University Santiago De Cali
Bachelor of Science - Dental Mechanic
University Santiago De Cali