Tania Aulan
Customer Service Representative
Jacksonville ,FL
Summary
Dynamic bilingual professional with extensive experience at UF Health Jacksonville, excelling in customer service and appointment scheduling. Proven ability to enhance patient satisfaction through effective communication and problem resolution. Skilled in data entry and time management, consistently exceeding performance metrics while maintaining a high level of professionalism in fast-paced environments.
Knowledgeable CSR with solid background in customer service roles and proven track record of resolving customer inquiries efficiently. Demonstrated strengths in active listening and problem-solving, consistently enhancing customer satisfaction.
Overview
15
15
years of professional experience
Work History
Bilingual CSR
UF Health Jacksonville
08.2024 - Current
- Exhibited high energy and professionalism when dealing with clients and staff.
- Helped patients complete necessary medical forms and documentation.
- Checked patient insurance, demographic, and health history to keep information current.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Provided administrative support to medical staff, assisting with various clerical tasks as needed.
- Served as a liaison between patients and healthcare providers, ensuring clear communication of necessary information.
- Used computer programs and registration systems to schedule patients for routine and complex procedures.
- Assisted patients experiencing difficulties navigating online patient portal, troubleshooting issues and providing guidance as needed.
- Completed clerical duties and tasks for clinic administration.
Patient Care Facilitator
Dedicated Senior Medical Center. Chenmed
12.2022 - 04.2024
- Served as a liaison between patients, families, and healthcare providers to ensure seamless communication and continuity of care.
- Reduced patient wait times by implementing efficient scheduling practices and prioritizing urgent cases.
- Answered incoming calls, scheduled appointments and filed medical records.
- Verified patient insurance eligibility and entered patient information into system.
- Provided excellent customer service to patients and medical staff.
- Greeted and assisted patients with check-in procedures.
- Resolved customer complaints using established follow-up procedures.
Medical Front Desk
American Care Medical Center
04.2022 - 10.2022
- Self-motivated, with a strong sense of personal responsibility.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Organized and detail-oriented with a strong work ethic.
- Managed time efficiently in order to complete all tasks within deadlines.
- Answered customer telephone calls promptly and appropriately handled needs.
- Handled payment and bill processing, change giving and payment collecting for guests.
- Collected room deposits, fees, and payments.
Medical Delivery Driver
Kairos's Transportation Services
08.2020 - 03.2021
- Provided exceptional customer service in every interaction with patients, healthcare professionals, and pharmacy staff.
- Assisted in resolving delivery issues by working closely with logistics team and healthcare providers.
- Demonstrated professionalism when interacting with healthcare facilities, representing the company positively at all times.
Sales Associate
Dillard's
10.2019 - 07.2020
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Prepared merchandise for sales floor by pricing or tagging.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
Medical Scheduler
Signet Diagnostic Imaging Call Center
09.2018 - 12.2018
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Followed up with patients to reschedule missed appointments.
- Ensured compliance with HIPAA regulations while handling sensitive patient information during all aspects of appointment scheduling processes.
- Maintained accurate records of patient demographics, insurance information, and medical history in electronic health systems.
- Verified insurance coverage and eligibility for medical services prior to scheduling appointments to prevent billing issues.
Education
Associate of Science - Business Computer
New Professional Technical Institute
Miami, FL10-2004
Associate of Science - Computer Programming
Technical School Salvador Garcia
Havana, Cuba07-1986
Skills
- Fluent bilingualism (Spanish- English)
- Call center experience
- Creative problem solving
- Money handling
- Decision-making
- Data entry
- Task prioritization and stress management
- Medical terminology
- Appointment scheduling
- Administrative and clerical support
- Multi-line phone talent
- Call center operations
- Time management and customer service
- Multitasking and organization
- Team collaboration
- Active listening
- Computer proficiency
Certification
- Hospitality and tourism management, Hospitality School Cubanacan - 1990-1991.
- Phlebotomy certificate, Fl. Phlebotomy Association-2003.
- Business computer, New Professional Tech Institute.2004.
- Registered medical assistant, FL Professionals registry 2022.
- BLS certificate, American Heart Association. 2025
Timeline
Bilingual CSR
UF Health Jacksonville
08.2024 - Current
Patient Care Facilitator
Dedicated Senior Medical Center. Chenmed
12.2022 - 04.2024
Medical Front Desk
American Care Medical Center
04.2022 - 10.2022
Medical Delivery Driver
Kairos's Transportation Services
08.2020 - 03.2021
Sales Associate
Dillard's
10.2019 - 07.2020
Medical Scheduler
Signet Diagnostic Imaging Call Center
09.2018 - 12.2018
Associate of Science - Business Computer
New Professional Technical Institute
Associate of Science - Computer Programming
Technical School Salvador Garcia
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