José - Back Office & Customer Service Specialist with 5+ years in Healthcare & Insurance

Performed patient appointment bookings, handling scheduling needs across multiple clinics.

Handled bilingual calls, providing emergency and insurance support with professionalism and clarity.

Evaluated agent calls, created and modified operations manuals, and trained new staff to ensure process compliance.

Reviewed client documentation and loan requests, supporting accurate credit approval processes.

Assessed operational workflows, proposing improvements and facilitating team performance reviews.

Recieve calls and requisitions from patients on California form the 13 different clinic’s scheduling appointments, sending medical prescriptions, referrals, refills for medicine, vaccine appointments, behavioral health, dentist and optometrist., Teaching to the new hires how to set up an appointment and providing them the training for the system and the different areas to do the correct processes teaching the hipa regulations and all the systems and applications that we used., Verifying that the agents learned how to set up the appointments and take the correct decisions for set up the patients needs

Receive calls in English and Spanish from the people who have their vehicles insured to identify the location, type of emergency and type of service that we are going to send either an adjuster or a tow truck to carry out the rescue of the unit, verifying the coverage you have the customer in his policy giving a good attitude and quality of service

verify that the agents of references and of the document verification area apply what is established in the operations manual by following a tabulator to give an evaluation of the work performed by the agent, give training to new entrants of all the processes that are carried out in the operations area, Evaluate calls from agents who contact referrals and customers, create the operations manual and make modifications, propose ways of working for agents to do an efficient job, create monthly meetings with supervisors and managers to see the most common mistakes and they can work to improve them with their team.

reviewing and evaluating the requests sent by clients to request a loan, following the instructions in the Process Manual assigned by the quality area in order to determine if the client approves for their credit, support new agents to clarify any doubts while carrying out the work of floor support, make calls with the client to verify if any documentation is missing and also verify the references provided to us.