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Customer Service & Training Specialist with 8+ years in Healthcare & BPO
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Competencies
Effectively communicated in English and Spanish to serve diverse client and patient needs.
Provided high-quality support for healthcare and general customer inquiries via phone and email.
Managed appointment setting, patient eligibility verification, and insurance claims processing.
Led training sessions and coached new agents to ensure adherence to service standards.
Utilized soft skills to resolve customer conflicts and maintain satisfaction.
Education
Languages
Summary
Customer service specialist with over 8 years of experience in healthcare and BPO, skilled in bilingual communication, healthcare scheduling, and staff training.
Key Achievements
- Conducted bilingual training sessions to enhance agent onboarding and performance at CCD
- Handled complex patient inquiries, maintaining documentation accuracy and collaboration with healthcare providers
- Developed extensive expertise in customer support, insurance verification, and conflict resolution across multiple organizations
Experience
Trainer
Conducted training sessions for new agents, Ensured understanding of company protocols and service quality standards, Delivered bilingual training in English and Spanish, Monitored agent performance and provided coaching sessions
Customer Service Representative
Handled inbound and outbound calls, Assisted patients with appointment scheduling and insurance inquiries, Ensured accurate documentation of patient data, Collaborated with healthcare providers
Customer Service Representative
Delivered high-quality customer support, Assisted clients with policy explanations and claims follow-ups, Maintained customer satisfaction targets
Appointment Setter
Specialized in patient scheduling for healthcare services, Verified patient eligibility and confirmed provider availability, Documented scheduling details
Customer Service Agent
Managed customer inquiries via phone and email, Developed skills in de-escalation and conflict resolution