Dedicated professional with extensive experience in customer service and medical care, skilled in technical support and patient management.
Expertly manage high call volumes while delivering exceptional customer support.
Proficient in diagnosing and resolving technical issues for a range of digital devices.
Solid foundation in medical practices, providing care across various specialties.
Familiar with statistical tools like SPSS for analyzing customer data and improving service.
Startek Honduras
Handled a high volume of calls per day (>20) to provide solutions to each Comcast Xfinity customer.. Provided technical information about customer problems for the configuration of their digital devices.. Guided customers through the configuration of digital TV boxes, activation, troubleshooting, and equipment return processes.. Guided customers through the configuration of their internet modems and routers, troubleshooting, activation, and equipment return processes.. Promoted and sold mobile phone lines to eligible customers, including various promotions.. Transferred calls to the appropriate and more specific departments.. Managed service changes or increased benefits in customers' current contracts.. Manage service cancellations and contract terminations for clients.
ResultsCX Honduras
Managed more than 30 calls per day from members inquiring about their benefits and insurance policy statements.. Familiar with HIPAA forms and documentation.. Processed customer payments related to their policies, changed payment methods, reviewed erroneously applied charges, issued refunds, and reviewed payment history.. Processed medical equipment orders from the catalog provided by Humana Insurance.. Processed purchase orders and shipments of medications within the members' coverage, including verifying coverage for specific medications.. Processed pharmacy-related claims, directly contacting pharmacies for verification and resolution.. Performed primary provider changes for members and verified coverage for specific providers (in-network and out-of-network).. Escalated issues related to medical claims to the appropriate department into the contact center.. Escalated cases to the respective areas such as enrollment and disenrollment, for members whose policies were not yet effective or who were looking to change insurance companies.. Proper handling of tools such as Debut, Physician finder, Benefit grid, DME, RX Nova, RX connect Pro and CRM.
Doctor of Medicine Degree
High School Diploma
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Skilled in using CRM tools to track customer interactions and enhance service delivery.
Outlier AI
Execution of specific tasks where the answers provided by an Artificial Intelligence are reviewed, evaluated based on linguistic metrics, and the most appropriate one is selected.. Grammar correction of answers provided by an Artificial Intelligence following specific guidelines in order to adapt them to the audience.. Verification of the veracity of the information contained in the answers provided by the Artificial Intelligence.. Preparation of a general justification explaining why one answer provided by the Artificial Intelligence is better than the other, citing examples.. Review, correction, and grading of tasks performed by attempters following linguistic metrics.. Management of VPNs for the execution of specific tasks within the SRT platform.
Olanchito Polyclinic
Medical care for more than 16 patients daily, in the areas of gynecology, pediatrics, internal medicine, and minor surgery.. Minor surgical procedures such as stitch removal, sutures, wound care, ear cleaning, nail removal, and lipoma removal.. Pregnancy monitoring.. Growth monitoring for children.. Management of chronic diseases in adults such as high blood pressure and diabetes mellitus.
University Teaching Hospital
Quarterly rotation in different inpatient wards of the Hospital, within four main areas (Gynecology, Surgery, Internal Medicine, Pediatrics).. Outpatient care of patients in the Hospital's Emergency Departments, within four main areas (Gynecology, Surgery, Internal Medicine, Pediatrics).. Supervised performance of minor surgical procedures on pediatric and adult patients with traumatic injuries, such as lavage and suturing of wounds.. Supervised evaluation of pregnant patients in labor.. Supervised care of normal deliveries in the Hospital's delivery room.. Repair of grade I and II tears in patients after labor.. Ulcer care in diabetic patients.
