TEODULA PAREDES
COLORADO SPRINGS,United States
Summary
Compassionate Healthcare Professional experienced in patient care coordination and population health. Achieved enhanced patient advocacy and continuity of care through collaboration with Department of Human Services to deliver medical and social services for vulnerable populations. Focused on training and mentoring staff while resolving complex patient issues and supporting multidisciplinary healthcare teams.
Overview
2
2
Languages
1
1
Certification
23
23
years of professional experience
Work History
Care Coodination Navigator
Peak Vista Community Health Centers
Colorado Springs, Colorado
08.2019 - Current
- Coordinated patient navigation services across multiple healthcare programs, improving patient access to essential services.
- Coordinated patient navigation services across multiple healthcare programs to enhance access.
- Collaborated with healthcare providers to facilitate seamless service access for patients.
- Engaged with various insurance companies to efficiently close care gaps.
- Engaged with various insurance companies to effectively close care gaps, ensuring patients received necessary treatments.
- Partnered with medical facilities to facilitate timely patient referrals and access to necessary care.
Customer Service Representative (Agent II)
Peak Vista Community Health Centers
Colorado Springs, United States
12.2018 - Current
- Assist in compiling information for Huddle boards in conjunction with Customer Services Center leadership.
- Collaborate with Customer Services Center leadership to ensure training manual and documentation are up to date with current practices.
- Collate and present data/ reporting for individual teams in conjunction with Customer Services Center leadership.
- Live by Peak Vista Core Values in order to reinforce Peak Vista's mission.
- Build trust by understanding the unique needs of our patients and customers and resolving those needs effectively and efficiently.
- Schedule and re-schedule patient appointments, communicate patient concerns and questions to care team in medical home, and put patients in contact with correct department to help meet their needs.
- Understand and abide by HIPAA guidelines.
- Provide professional patient care by obtaining, verifying, and documenting necessary demographic, insurance and other vital information.
- Offer assistance with de-escalation techniques to Agents 1 who experience upset patients.
- Assist with email appointment requests and portal appointment requests in conjunction with Customer Services Center leadership.
Customer Service Representative (Agent I)
Peak Vista Community Health Centers
Colorado Springs, United States
11.2016 - 12.2018
- Enhanced customer experience by addressing patient concerns with empathy and effectively resolving issues.
- Managed high call volume with tact and professionalism.
- Answered up to 20 calls per hour.
- Streamlined call center operations by efficiently resolving customer complaints to enhance service capacity.
- Accurately documented, researched and resolved patients' issues.
- Arranged scheduling of patient visits to ensure timely care.
- Facilitated appointment scheduling for Spanish-speaking patients to enhance communication.
- Forwarded requests to designated resources through effective communication with internal departments.
- Met or exceeded service and quality standards every review period.
Receptionist
Peak Vista Community Health Centers
Colorado Springs, United States
10.2015 - 11.2016
- Answered an average of 20 calls per hour, ensuring timely assistance for patient inquiries.
- Managed high call volume with tact and professionalism.
- Ensured superior customer experience by addressing patient concerns demonstrating empathy and resolving problems.
- Resolved customer complaints promptly, enhancing call center functionality and improving service capacity.
- Arranged and confirmed appointments for patients efficiently.
- Facilitated appointment scheduling for Spanish-speaking patients to ensure communication.
- Facilitated communication between departments to efficiently forward requests to the appropriate resources.
- Accurately documented, researched and resolved patients' issues.
- Met or exceeded service and quality standards every review period.
Customer Service Representative (agent I)
Peak Vista Community Health Centers
Colorado Springs, United States
01.2010 - 10.2015
- Handled high call volume with professionalism, maintaining composure under pressure.
- Answered up to 20 calls per hour.
- Addressed patient concerns with empathy, resolving issues to enhance overall customer experience.
- Accurately documented, researched and resolved patients' issues.
- Improved call center functionality and service capacity by resolving customer complaints efficiently and quickly.
- Coordinated patient appointments at healthcare facility.
- Assisted Spanish-speaking patients in scheduling doctor's appointments.
- Forwarded requests to designated resources, ensuring effective communication with internal departments.
- Met or exceeded service and quality standards every review period.
Customer Service Representative
ICT Group
Colorado Springs, United States
01.2005 - 08.2007
- Effectively managed a high volume of inbound and outbound customer calls.
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment.
- Resolved service, pricing, and technical issues by asking targeted questions to identify customer needs.
- Addressed and resolved customer product complaints empathetically and professionally.
- Provided accurate and appropriate information in response to customer inquiries.
- Collaborated with upper management to implement changes that enhanced customer satisfaction.
- Gathered and verified all required customer information for tracking purposes.
- Escalated unresolved customer grievances to appropriate departments for thorough investigation.
Sales Representative
MCI Telecommunications
COLORADO SPRINGS, United States
06.2003 - 08.2004
- Extended customer subscriptions, offering discounts and promotions to ensure high customer retention rates.
- Helped drive sales goals and achieve monthly quotas.
- Presented latest merchandise to prospective buyers.
- Provided an elevated customer experience to generate a loyal client.
- Confirmed changes implemented to effectively resolve customer issues.
- Responded to product questions with accurate information and details. with up-to-date knowledge of sales and company promotions.
- Developed a reputation as an efficient service provider with high levels of accuracy.
Education
High School Diploma -
Deming High School
Deming, New Mexico01-1996
Skills
- Care coordination
- Patient appointment scheduling
- Insurance verification
- Patient care navigation
- Patient referrals
- Patient outreach
- Client relationship management
- Customer satisfaction management
- Patient confidentiality
- Effective communication
- Effective communication skills
- Team Worker
- Team cooperation
- Adaptability
- Problem-solving
- Problem resolution
- Customer complaint resolution
- Customer service protocols
- Customer service
- Reception
- Appointment scheduling
- Data recording
- Phone
- Fluent in English
- Spanish
- Spanish speaking
- Cultural competency
- Medical terminology knowledge
- Healthcare navigation
- Time coordination
- Credit
- Insurance
- Sales strategies
- Pricing strategies
- Rapid learner
- Self-directed
- Active listening techniques
- Conflict management
- Empathy in service
Languages
English
Professional
Spanish
Professional
Certification
- • CPR / BLS Certified
• HIPAA Compliance
• Epic Electronic Health Record
• NextGen Electronic Health Record
Timeline
Care Coodination Navigator
Peak Vista Community Health Centers
08.2019 - Current
Customer Service Representative (Agent II)
Peak Vista Community Health Centers
12.2018 - Current
Customer Service Representative (Agent I)
Peak Vista Community Health Centers
11.2016 - 12.2018
Receptionist
Peak Vista Community Health Centers
10.2015 - 11.2016
Customer Service Representative (agent I)
Peak Vista Community Health Centers
01.2010 - 10.2015
Customer Service Representative
ICT Group
01.2005 - 08.2007
Sales Representative
MCI Telecommunications
06.2003 - 08.2004
High School Diploma -
Deming High School