Call Center Patient Care

AURORA LASTRA

Orlando, Florida 678-***-**** ***********@*****.***

Highly motivated individuals with over 19 years’ experience providing leadership, outstanding administrative capabilities, with strong background in compliance, Proven ability to build strong customer/client relationships EDUCATION

GED Accelerated Secondary Education Patient Care Technician-Certification

• Centro de Educación Segundaria acelerada de Villas de Loíza EXPERIENCE

Bilingual Call Center Rep (Fully Remote) / Health First Plan of New York / New York, NY 10/2020-10/2024

Handling inbound and outbound calls to and from customers to address their needs while adhering to internal Service Salesforce. • Create and/or follow ups for up to 30 days on Personal Care services requests for the Mainstream population. in Salesforce. • Answer all calls or complete outbound calls according to approved scripts. • Searches ePACEs for Medicaid Medical Scheduler/ Community Health Centers/ Orlando, Florida 02/2020-10/2020

Schedules patient appointments according to CHC protocols/guidelines. • Answers the telephone promptly in a courteous and professional manners. • Obtains and enters accurate demographic information into CHC electronic health records

(address, telephone number, insurance information, etc.). • Schedules patient appointments according to scheduling Patient Scheduler – Contract/ U.S. Anesthesia Partners/Orlando, Florida 01/2019-03/2019

Data entry into scheduling and billing software for all incoming surgical cases received from facilities and surgeon office staff via email, fax or phone calls.

Identify and resolve any discrepancies, conflicts, or missing information through communication with facilities and surgeon office staff. Make assignments as directed by physician scheduler or scheduling team member. Notify all providers of his/her daily schedule according to division requirements. Collaborate with other divisions for cross coverage needs.

Performs other duties as assigned.

SKILLS

• Microsoft

• Independent Worker

• Proven ability to build strong customer/client

• Exceptional communication Fluent in Spanish