Mary Castillo Lopez
Merced
Summary
Knowledgeable about overseeing schedules, administration and training. Hardworking and detail-oriented team leader experienced in call center environments, customer service management and team leadership.
Overview
13
13
years of professional experience
Work History
Call Center Coordinator
Castle Family Health Centers
11.2010 - Current
- Led daily team meetings to review performance, set targets and motivate staff.
- Resolved escalated patient issues promptly and professionally to maintain satisfaction.
- Handled patients inquiries and suggestions courteously and professionally.
- Actively listened to patients, handled concerns quickly and escalated major issues to supervisor.
- Updated account information to maintain patient records.
- Offered advice and assistance to patients, paying attention to special needs or wants.
- Investigated and resolved patients inquiries and complaints quickly.
- Trained new personnel regarding company operations, policies and services.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Checked patient insurance, demographic, and health history to keep information current.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Managed multi-line phone system and pleasantly greeted patients.
Education
No Degree - Medical Assisting
Galen College of Medical And Dental Assistants
Modesto, CANo Degree - Massage Therapy
Massage Therapy Institute
Merced09.2007
Skills
- Motivational Leadership
- Maintaining Clean Work Areas
- Employee Engagement
- Constructive Feedback
- Patient Privacy
- Benchmark Setting
- Employee Performance Reviews
- Patient Information
- Call Transfers
- HIPAA Guidelines
- Outbound Calls
- Enforce Policies
Timeline
Call Center Coordinator
Castle Family Health Centers
11.2010 - Current
No Degree - Medical Assisting
Galen College of Medical And Dental Assistants
No Degree - Massage Therapy
Massage Therapy Institute
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