Thalia Rangel
Plainfield,IL
Summary
Results-oriented Call Center Representative with over 8 years of experience in providing excellent customer service to patients. Demonstrated ability to build strong rapport, handle high call volumes, and adapt to new challenges. Fluent in English and Spanish with a proven track record of exceeding performance metrics.
Overview
11
11
years of professional experience
Work History
Contact Center Representative Navigator
Ascension Medical Group
Des Plaines, IL
12.2021 - Current
- Managed high volume inbound calls, delivering exceptional customer service and problem-solving skills.
- Ensured compliance with protected health information (PHI) and HIPAA regulations.
- Collaborated with multiple departments to streamline processes and enhance customer service.
- Registered patients, scheduled appointments, verified insurance eligibility, and communicated accurately.
- Followed up with patients post-emergency room visits or hospital stays.
- Assisting patients on finding a Primary Care Provider and helping them schedule their first visit.
- Assisted patients in both English and Spanish, addressing their specific needs.
- Utilizing multiple computer systems to log and retrieve information.
- Facilitated the onboarding of new employees on EMR systems and communication best practices.
- Ability to work independently and as a part of a team.
Call Center Representative
VNA Healthcare
Aurora, IL
11.2012 - 08.2017
- Managed multiple calls and tasks simultaneously in a fast-paced call center environment.
- Handled over 1000 calls from patients weekly, ensuring high-quality service.
- Collected and managed patient data, including personal information and insurance details.
- Cross-trained in various departments, including registration and central scheduling.
- Scheduled patients for different specialty care, including Primary Care, OB/GYN, Pediatrics, Behavioral Health, Dental, Optometry, Podiatry, Mammography, and laboratory services.
- Trained new hires to performed cross-training in the contact center and registration. Providing coaching skills, active skills, communication skills and facilitate EMR systems.
Education
High School Diploma -
Hubbard High School
Chicago, IL06-2006
Skills
- Call handling
- Data Entry
- Customer Service
- Appointment Scheduling
- Training Experience
- Call Center Customer Service
- EPIC system
- ATHENA system
- Fluent in English and Spanish
Languages
Spanish
Native/ Bilingual
English
Native/ Bilingual
Accomplishments
- Awarded agent for no report errors in 1 year
- Awarded twice for Top performer ( consistently meeting or exceeding in performance targets)
Timeline
Contact Center Representative Navigator
Ascension Medical Group
12.2021 - Current
Call Center Representative
VNA Healthcare
11.2012 - 08.2017
High School Diploma -
Hubbard High School
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