Edith Castorena

• Resolved issues for enhancing patient satisfaction.
• Improved communication by actively listening to patient needs.
• Utilized conflict resolution skills for maintaining positive interactions.
• Enhanced call center productivity by effectively managing high call volumes and maintaining a professional demeanor.
• Increased first-call resolution rates by thoroughly researching patient issues and offering comprehensive solutions.
• Ensured accuracy in data entry tasks associated with each call, minimizing errors that could impact future interactions.

• Provided 6 week, call center training to several new hires.
• Supported several departments within contact center including: RN’s, medical assistants and procedure scheduling
• Served patients by answering calls, scheduling appointments, and coordinating registrations.
• Maintained data integrity with accurate and concise documentation of patient-related interactions in EPIC
• Supported patient service needs by coordinating efficient referrals for additional resources.
• Improved quality of care with diligent attention to patient needs and delivery strategies.
• Worked effectively with diverse team to accomplish daily objectives and meet long-term goals.
• Maintained full compliance with legal, health, and safety regulations.
• Protected company and patient data by consistently following HIPAA policies.
• Served customers by going above-and-beyond to offer exceptional support for all needs.

• Greeted visitors and communicated to assess needs and provide direction.
• Managed registration desk by answering telephones and greeting incoming patients.
• Obtained payments directly from patients or through insurance reimbursement by completing and filing forms.
• Transmitted medical records and correspondence on behalf of patients and practitioners.
• Updated patient medical records with direct intake information and transcribed practitioner messages.
• Assisted patients with sales and service needs