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Competencies
Demonstrated experience with Case Coordination.
Demonstrated experience with Client Relationship Management.
Demonstrated experience with Intake Support.
Demonstrated experience with Escalation Management.
Demonstrated experience with Client Retention Communication.
Education
Languages
Summary
Professional profile
Experience
Medical Appointment Setter & Records Coordinator
Managed a high-volume caseload of patient appointments and follow-ups for a U.S. healthcare client, acting as the primary point of contact via live chat and phone.. Led documentation quality efforts by auditing medical records for missing or inconsistent data, directly supporting compliance and case accuracy within EHR/EMR systems.. Maintained HIPAA-compliant handling of sensitive patient information across all case touchpoints, supporting audit-readiness and risk reduction.. Facilitated cross-functional case follow-up with medical and administrative teams, ensuring continuity of care and timely case resolution.. Utilized Microsoft 365, Ofax PDF, and EHR/EMR platforms to manage end-to-end case documentation and administrative workflows.. Resolved patient scheduling conflicts proactively, contributing to smoother daily operations and improved patient experience.
Customer Service Representative – Roadside Assistance
Served as front-line case handler for urgent roadside assistance situations, managing client communication from first contact through resolution.. Coordinated dispatch logistics between drivers, towing providers, and service teams to accelerate case resolution and minimize client wait times.. Consistently met KPI and customer satisfaction benchmarks while managing high-volume, time-sensitive client interactions.. De-escalated and resolved customer emergencies under pressure, safeguarding service quality and client trust.. Documented every case accurately to support quality assurance reviews and internal reporting standards.
Logistics Coordinator / Customer Service Representative – Roadside Assistance
Coordinated end-to-end freight shipment scheduling and tracking, ensuring on-time delivery and minimizing case escalations.. Acted as communication liaison between drivers, clients, and internal teams, resolving transportation and delivery issues efficiently.. Supported roadside assistance case coordination, partnering with drivers and service providers to resolve urgent client issues.. Identified and implemented workflow improvements across logistics and customer service functions, improving case turnaround time.. Built dual-role expertise in logistics coordination and client-facing case support, developing a strong foundation for case management and operations coordination work.