Nancy Tello
Joliet,IL
Summary
Dynamic and results-driven professional with extensive experience at Silver Cross Hospital, excelling in customer service and conflict resolution. Proven ability to enhance patient flow and satisfaction through effective communication and team collaboration. Skilled in call management and appointment coordination, consistently achieving operational excellence in high-pressure environments.
Customer service professional with strong background in delivering exceptional support and customer satisfaction in high-volume environments. Known for excellent communication skills and ability to resolve issues promptly. Highly collaborative and adaptable, ensuring team success and consistently meeting targets.
Knowledgeable with solid background in customer service and problem resolution. Proven ability to handle high call volumes efficiently while maintaining friendly demeanor. Demonstrated expertise in effective communication and conflict resolution.
Experienced with customer interactions, effective communication, and problem-solving. Utilizes active listening and empathy to address customer concerns. Track record of maintaining calm and professional demeanor in high-pressure situations.
Overview
21
21
years of professional experience
Work History
Call Center Representative
Silver Cross Hospital
03.2025 - Current
- Assisted patients with inquiries regarding services and appointment scheduling.
- Managed high-volume calls while maintaining a positive customer service experience.
- Documented patient information accurately in electronic health record systems.
- Collaborated with healthcare staff to address patient concerns and improve service delivery.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
Registrar
Silver Cross Medical Group Hedges
03.2024 - 01.2025
- Collected and verified patient information for accuracy and completeness.
- Scheduled appointments and managed patient inquiries effectively.
- Collaborated with medical staff to ensure seamless patient flow.
- Resolved patient issues and concerns with professionalism and empathy.
- Ensured patient privacy and confidentiality, adhering to HIPAA regulations in handling sensitive personal information.
- Facilitated timely check-in by greeting visitors and establishing purpose of visits.
- Reduced wait times for patients by expediting the check-in process through proficient multitasking abilities.
- Managed high-stress situations calmly and professionally while prioritizing multiple competing demands during peak hours or emergency situations.
- Collected and processed co-payments and out-of-pocket charges using [Software].
- Verified medications, symptoms and other important patient information for entry into patient management system.
Medical Registrar
Silver Cross Hospital (Outpatient)
02.2023 - 03.2024
- Developed and implemented protocols for efficient patient flow in outpatient settings.
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked well in a team setting, providing support and guidance.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Managed time efficiently in order to complete all tasks within deadlines.
- Paid attention to detail while completing assignments.
Supervisor
Lewis University
08.2004 - 03.2023
- Supervised daily operations, ensuring compliance with university policies and procedures.
- Trained and mentored staff on best practices and operational efficiency.
- Implemented process improvements, enhancing workflow and service delivery.
- Coordinated scheduling to optimize resource allocation across departments.
- Monitored performance metrics, identifying areas for improvement in team productivity.
- Resolved conflicts effectively, maintaining a positive workplace atmosphere and morale.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Supervised catering staff, ensuring adherence to quality standards and service excellence.
- Coordinated event logistics, including menu planning, vendor management, and equipment setup.
- Streamlined inventory management processes, reducing waste and optimizing resource allocation.
- Implemented customer feedback systems, improving service delivery and client satisfaction rates.
- Led cross-functional teams in executing large-scale events, maintaining high operational standards.
- Established strong relationships with clients, fostering loyalty and repeat business opportunities.
- Managed a team of catering staff members, ensuring proper training and adherence to company standards for quality service.
- Enhanced client satisfaction by providing exceptional catering services for various events, including corporate meetings and weddings.
- Maintained strict compliance with local health department regulations regarding food safety and sanitation practices.
- Fostered strong relationships with clients through clear communication about their needs and expectations during the planning process.
Education
High School Diploma -
Joliet West Hight School
Joliet, IL06-2003
Skills
- Customer service
- Call management
- Conflict resolution
- Patient scheduling
- Team collaboration
- Time management
- Problem resolution
- Communication skills
- Staff training and mentoring
- Appointment coordination
- Patient information verification
- Call center customer service
Languages
Spanish
Timeline
Call Center Representative
Silver Cross Hospital
03.2025 - Current
Registrar
Silver Cross Medical Group Hedges
03.2024 - 01.2025
Medical Registrar
Silver Cross Hospital (Outpatient)
02.2023 - 03.2024
Supervisor
Lewis University
08.2004 - 03.2023
High School Diploma -
Joliet West Hight School