Victoria Aguilar
Crosby
Summary
Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Looking for a new role where hard work and dedication will be highly valued.
Overview
9
9
years of professional experience
Work History
Front Desk Specialist
Baylor College of Medicine Medical Center
7200 Cambridge St 9A
03.2025 - Current
- Managed patient check-in processes to enhance operational efficiency.
- Coordinated appointment scheduling and maintained accurate patient records.
- Provided exceptional customer service to patients and visitors through effective communication.
- Streamlined front desk operations, improving workflow and reducing wait times.
- Collaborated with medical staff to ensure seamless patient care delivery.
- Handled sensitive guest complaints with discretion and professionalism, working towards a speedy resolution that maintained positive relationships with valued clientele.
- Participated in regular staff meetings to share ideas, address concerns, and discuss ways to improve overall clinic operations.
- Trained new front desk staff members, sharing best practices and contributing to a more cohesive team environment.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Confirmed appointments, communicated with clients, and updated client records.
Client Service Representative
El Centro de Corazón
Houston, Texas
08.2020 - Current
- Adjusted bills and refunded money to resolve customers' service or billing complaints.
- Performed administrative duties such as filing, faxing, photocopying.
- Completed registration procedures for patients, expertly inputting information to meet provider, facility and legal requirements.
- Implemented patient satisfaction surveys to identify areas for improvement.
- Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
- Guided patients through the completion of consent and other required medical forms.
- Scheduled and confirmed patient appointments with patients and healthcare professionals.
- Facilitated patient registration, verifying all required documentation is collected and filed properly.
- Reviewed eligibility responses to assess patient benefit level and prepare estimates.
- Communicated financial obligations to patients and collected fees at time of service.
- Obtained necessary signatures for privacy laws and consent for treatment.
- Utilized technology and specialized software to maximize productivity.
- Scanned documents into electronic health record system as needed.
- Screened patients for eligibility for state, local and federal assistance programs.
- Processed insurance verifications and authorizations to ensure coverage of services.
- Answered incoming calls in a professional manner.
- Contributed to team meetings, sharing insights and strategies for improving patient access services.
- Processed patient co-pays, deductibles, and other payments, ensuring accurate financial records.
Cashier
Walgreen's Pharmacy
Pasadena, Texas
11.2017 - 08.2020
- Preserved appearance of store by arranging and replenishing displays and merchandise racks.
- Collected payments and provided accurate change.
- Processed credit card, cash, and check payments, ensuring all transactions were accurate.
- Processed returns and exchanges of merchandise in accordance with store policies.
- Provided excellent customer service while promoting loyalty programs to increase sales potential.
Education
High School Diploma -
Sam Rayburn High School
Pasadena, Texas05.2016
Some College (No Degree) -
San Jacinto College
Pasadena, TXSkills
- Customer focus
- Outbound calling
- Escalation management
- Client profile building
- Customer education
- Payment processing
- Communication skills
- Customer support
- Benefits determination
- Call center experience
- Check-in coordination
- Patient interviewing skills
- Appointment confirmation
- Patient greeting
- Insurance verifying
- Fluent is English and Spanish
- Scheduling appointments
- Problem-solving skills
- Customer service
Languages
English
Full Professional
Spanish
Full Professional
Timeline
Front Desk Specialist
Baylor College of Medicine Medical Center
03.2025 - Current
Client Service Representative
El Centro de Corazón
08.2020 - Current
Cashier
Walgreen's Pharmacy
11.2017 - 08.2020
Some College (No Degree) -
San Jacinto College
High School Diploma -
Sam Rayburn High School