Maria Beatriz Baranowski Côrtes Coutinho
Niagara Falls
Summary
Experienced and compassionate customer service professional with a strong background in healthcare administration and client relations. Skilled at fostering positive customer experiences, resolving issues efficiently, and managing complex administrative systems. Proven ability to communicate effectively, work in fast-paced environments, and build rapport with diverse individuals. Seeking to leverage over 10 years of experience in customer-focused roles to contribute to a dynamic team in a Canadian customer service environment.
Overview
12
12
years of professional experience
Work History
Practice Manager
The Chris O’Brien Lifehouse
08.2018 - 04.2024
- Delivered exceptional client service by liaising between patients and healthcare teams.
- Handled sensitive information while ensuring confidentiality and compliance with regulations.
- Managed front desk operations, scheduling, billing, and customer inquiries.
- Developed procedures to improve service delivery and reduce wait times.
- Led and trained staff to uphold quality service standards.
- Resolved patient concerns and ensured positive experiences throughout their visits.
Patient Liaison Manager
The Vein Institute
02.2015 - 04.2018
- Scheduled and confirmed patient appointments with efficiency and empathy.
- Quoted procedures and explained financial responsibilities clearly to clients.
- Acted as the primary point of contact for patient inquiries and support.
- Assisted in opening new clinics, enhancing accessibility for customers.
- Ensured compliance with medical regulations while maintaining high customer satisfaction.
Medical Receptionist
Eyes and Faces
07.2012 - 02.2015
- Greeted clients warmly and addressed concerns in a professional, caring manner.
- Handled billing, appointment bookings, and supply orders with attention to detail.
- Conducted patient intake and maintained accurate records.
- Provided seamless support to the medical team by managing front-line customer interactions.
Education
Master of Science - Management
Niagara Falls University
Niagara Falls, ONBachelor of Science - Psychology
Pontifical Catholic University
Skills
- Customer Service & Conflict Resolution
- Client Relationship Management
- Appointment Scheduling & Coordination
- Front Desk & Reception Operations
- Confidentiality & Data Protection (PHIPA Awareness)
- Problem Solving & Multitasking
- Team Collaboration & Communication
- Administrative Support & Record Management
Languages
English (Fluent)
Portuguese (Native)
French (Basic)
Spanish (Basic)
Timeline
Practice Manager
The Chris O’Brien Lifehouse
08.2018 - 04.2024
Patient Liaison Manager
The Vein Institute
02.2015 - 04.2018
Medical Receptionist
Eyes and Faces
07.2012 - 02.2015
Bachelor of Science - Psychology
Pontifical Catholic University
Master of Science - Management
Niagara Falls University
Additional Information
- Eligible to work in Canada
- Strong knowledge of customer service practices in healthcare and administrative environments
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