Dedicated professional with over 8 years in healthcare and customer service, specializing in medical interpretation, quality assurance, and clinical coordination. Skilled in ensuring compliance, accuracy, and exceptional client satisfaction.
Skilled in consecutive interpretation for medical, emergency, and legal scenarios, ensuring accuracy and confidentiality.
Experienced in performing live audits, providing feedback, and implementing corrective actions to ensure service quality.
Proven ability to resolve customer concerns efficiently across multiple channels, enhancing client satisfaction.
Coordinated clinical visits and patient enrollment, ensuring compliance with study protocols and timelines.
INNMEDI
First point of contact for patients, scheduled, rescheduled and confirmed appointments, informed of services offered and helped with patient inquiries over the phone, email and text messages.. Followed up on patients after discharge from the office to ensure their needs were met and to proactively offer follow ups if needed.. Contacted previous patients for seasonal immunization reminders to schedule appointments.. Kept constant communication with medical insurance companies to send in claims and relevant documentation for patient follow up.. Collaborated with suppliers and medical sales reps to maintain the stock of medical supplies required for the office.. Kept the patient database, inventory and regulated temperature logs up to date and performed daily cash audits.
Innovative Contact Solutions ICS
Addressed customer concerns and complaints and resolved issues promptly.. Navigated multiple systems to keep track of customer purchases, account information and shipping tracking.. Entered customer data into the company’s CRM.. Issued refunds, exchanges and price adjustments in compliance with the company policies.
Innovative Contact Solutions ICS
Addressed customer concerns and complaints and resolved issues promptly via chat.. Navigated multiple systems to keep track of customer purchases, account information and shipping tracking for two simultaneous chats.. Entered customer data into the company’s CRM.. Issued refunds, exchanges and price adjustments in compliance with the company policies.
Bachelor in Science and Letters
Good Clinical Practices Course
Good Clinical Practices Course
MD
So regarding the experience that I've had, I've worked in customer service for a brand that did delivery, like a retail store that did deliveries, and that was mainly my task. Also, I've worked as a medical receptionist. I've worked as a medical interpreter as well, and also like a supervisor and quality analyst. So I have a lot of experience in various different fields. And I have like a very keen eye for detail, and I'm very ambitious, and I work really well under pressure. So I'm a fast learner as well. So I feel like this is going to be a good match for me.
I have experience with tracking tools and also tracking of packages, communicating with drivers and things of that nature. And that would be like the experience that I have. I haven't worked as a dispatcher in the past, so I'm looking to expand my range by working in a position that I haven't previously occupied.
Well, I didn't really coordinate deliveries or pickups. Once again, I did not have experience, but I have had experience in package tracking for deliveries for a company or like a retail company, and what I would usually do was like communicate with the different departments that were in charge of the deliveries and making sure that I gather all of the necessary information that I need in order to analyze the situation and then go about it and communicate what the resolution is going to be based on the information that I've gathered. So, for example, if the delivery is delayed because the driver is stuck in a storm or something like that, then I can communicate that and I can be like, Okay, so I will let you know that your delivery has been delayed because there's been a storm, but the delivery package is in the center A, let's say, of the pickup, if in case you wanna go and like pick it up yourself, or something along those lines.
Well, I don't have previous experience as a dispatcher, but I do have experience as a staff member, and as a staff member, sometimes you get like a bunch of different tasks, and you have like limited availability in regards of time, so you have to like prioritize them. What I would usually do is gauge the impact and importance of each task, and then go like classify them that way to make sure that the most impactful, most important task goes at the top, and the least impactful, least important task goes at the bottom, and go through the list like one by one. That is usually how I handle them. Also keeping in time, keeping, sorry, in check the deadline for each task to add like another value to be evaluated. But yeah, that's usually how I do it.
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Effective communicator capable of managing diverse scenarios in healthcare and customer service settings.
INNMEDI
Enrolled subjects into the study and oversaw the informed consent procedure to ensure compliance.. Coordinated patient visits in order to comply with the visit calendar windows for randomized medication allocation, lab testing and follow up.. Managed subject personal and contact information and ensured it was up to date.. Logged medical information into the study database to keep it up to date.. Maintained blindness and confidentiality for study subjects to comply with HIPAA regulations.. Ensured regulatory correspondence was filed properly and notified of any adverse events or relevant findings to the necessary entities in a timely manner.. Collaborated with lab staff and medication couriers to ensure inventory was available to conduct visits within the expected timeframe.
Transactel S.A
Addressed customer concerns and complaints and resolved issues promptly via email and over the phone.. Navigated multiple systems to keep track of customer information, payment data and technical coordination could flow smoothly.. Updated CRM for payment method, address relocation and specific tags an account needed.. Handled payment plans, overdue accounts and service reconnection/disconnection/tech support orders in compliance with company guidelines.
Teleperformance
Handled medical, customer service, emergency services and legal injury scenarios interpreting for Eng-Spa in consecutive interpretation over the phone and in video call.. Maintained Accuracy, Impartiality, Advocacy and Confidentiality for medical encounters keeping a quality level meeting or exceeding expectations.. Managed a team of interpreters ensuring KPI compliance and continuous improvement by means of coaching and follow up.. Followed up on outliers with performance improvement plans to ensure team compliance.. Performed daily scheduling adjustments to keep up adherence and serviced hours reporting.
IntouchCX
Handled medical, customer service, emergency services and banking scenarios interpreting for Eng-Spa in consecutive interpretation over the phone and in video call.. Performed live audits to ensure compliance with the quality guidelines established by the client providing feedback and corrective actions for improvement.. Fostered collaboration with the operations and training teams for a holistic approach.. Analyzed QA data for trends and created action plans suited to the needs of the program to ensure compliance with the quality targets is maintained.. Calibrated with the rest of the QA team and the client’s QA team and went through audits to ensure compliance.. Presented QA data, trends and action plans for monthly business review with the client and managed reporting and compiling of information for continuous improvement.
AG Marketing
Performed live audits to ensure compliance with the quality guidelines established by the client providing feedback and corrective actions for improvement.. Fostered collaboration with the operations and training teams for a holistic approach.. Calibrated with the rest of the QA team and went through audits to ensure compliance.
Konnect CX
Handled medical, customer service, emergency services and banking scenarios interpreting for Eng-Spa in consecutive interpretation over the phone and in video call.. Performed live audits to ensure compliance with the quality guidelines established by the client providing feedback and corrective actions for improvement.. Fostered collaboration with the operations and training teams for a holistic approach.. Analyzed QA data for trends and created action plans suited to the needs of the program to ensure compliance with the quality targets is maintained.. Calibrated with the rest of the QA team and the client’s QA team and went through audits to ensure compliance.. Presented QA data, trends and action plans for weekly business review and managed reporting and compiling of information for continuous improvement.
Hello, this is Adriana, and I am 26. I live in Guatemala City, Guatemala, and I have been working in customer service and the BPO industry for a few years. I've worked remotely for the past five years or so. And I have experience in both supervisor and quality analyst roles as well. So I am looking for a new opportunity that better aligns with my long-term goals while keeping the remote position of it all.
Hello, this is Adriana. I am 26 and I live in Guatemala City, Guatemala. I would like to introduce myself and also get to know you a little bit better. I know that is true.
