Viviana Cruz
San Antonio,TX
Summary
Highly energetic student currently finalizing a degree in biology who is prepared to contribute to an organization’s success while developing new skills and gaining real-world experience. Highly organized and responsible with strong communication and critical thinking skills.
Overview
6
6
years of professional experience
Work History
Contact Center Intermediate
UT Health San Antonio
San Antonio, TX
07.2024 - Current
- Achieved efficient patient flow by effectively managing incoming calls for multiple clinic lines, directing patients to suitable departments.
- Enhanced new patient experiences through comprehensive explanations of clinic processes and options for student resident or faculty doctors.
- Streamlined appointment management by confirming, canceling, and rescheduling appointments across a range of clinics, promoting operational efficiency.
- Assisted clients by clarifying cost procedures and cancellation policies for various appointments.
- Supported coordination of prescription refills by communicating with healthcare providers and pharmacies, supplying essential information like NPI numbers.
- Oversaw patient updates on referral statuses and facilitated the referral process for acceptance into specialized programs. Coordinated recall initiatives by engaging with patients for their scheduled 3 and 6-month follow-up visits.
- Coordinated call transfers between patients and clinic staff, ensuring all patient inquiries received immediate attention and resolution.
- Conducted comprehensive training for new hires to ensure effective integration into the team.
- Developed structured training programs and produced informative PowerPoint materials to facilitate onboarding for new hires.
- Facilitated communication with potential clients through Formstack and Prospect to evaluate needs in screening,general dentistry and special care.
- Facilitated training and provided daily assistance to current employees.
- Supported morning huddle meetings by discussing call center staff coverage and clinic availability. Communicated updates on new policies to the team.
CONTACT CENTER AGENT
UT Dentistry
01.2023 - Current
- Managed incoming calls for multiple clinic lines, directing patients to appropriate departments and ensuring efficient patient flow.
- Provided detailed explanations of clinic processes for new patients, including options for student, resident, or faculty doctors.
- Scheduled, confirmed, canceled, and rescheduled appointments for various clinics, including student screenings, urgent care, periodontal, dental hygiene, prosthodontics, endodontics, oral medicine, general dentistry and special care clinic.
- Explained costs, procedures, and cancellation policies for different types of appointments.
- Coordinated prescription refills, communicating with doctors and pharmacies, and providing necessary information such as NPI numbers.
- Updated patients on referral statuses and assisted in the referral process for acceptance into specialized programs.
- Assisted in recall efforts, contacting patients for their 3 and 6-month follow-up visits.
- Facilitated communication between patients and clinic staff, transferring calls as needed and ensuring patients' inquiries were addressed promptly.
DELIVERY DRIVER
Doordash
01.2020 - 01.2023
- Planned optimal routes to deliver multiple orders per trip and achieve strong performance ratings.
- Served customers promptly by smoothly collecting and delivering high volume of orders.
- Stayed in constant communication with dispatching team to quickly respond to delivery updates.
- Delivered top customer satisfaction, reviewing feedback closely and addressing needs and requests of account holders.
- Communicated customer complaints, requests and feedback to company management for swift resolution.
Education
High School Diploma -
MCALLEN MEMORIAL HIGH SCHOOL
McAllen, TXSan Antonio College
San Antonio, TXThe University of Texas At San Antonio
San Antonio, TXSkills
- Customer Service
- Communication
- Time Management
- Organized
- Detail Oriented
- Microsoft Office Suite
Timeline
Contact Center Intermediate
UT Health San Antonio
07.2024 - Current
CONTACT CENTER AGENT
UT Dentistry
01.2023 - Current
DELIVERY DRIVER
Doordash
01.2020 - 01.2023
High School Diploma -
MCALLEN MEMORIAL HIGH SCHOOL
San Antonio College
The University of Texas At San Antonio