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Natali
Coordinadora en atención al cliente y soporte en salud con experiencia en gestión de llamadas y logística
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Competencies
Excelente en transmitir información clara y resolver conflictos, tanto en inglés como en español.
Especialista en resolver consultas, problemas y retener clientes mediante soluciones personalizadas.
Capacidad para gestionar agendas, reservas y logística en entornos dinámicos y multiculturales.
Hábil en manejo de datos y herramientas digitales para mejorar procesos y resultados.
Education
Languages
Summary
Experiencia en gestión de llamadas, coordinación de citas, y soporte en salud y viajes. Destacada por habilidades en comunicación, resolución de problemas y retención de clientes en entornos bilingües.
Key Achievements
- Gestionó entre 60 y 80 llamadas diarias, brindando soporte profesional a pacientes y personal clínico.
- Coordino la programación de citas y la verificación de beneficios, mejorando la eficiencia en la atención sanitaria.
- Resolví con éxito problemas relacionados con reservas, pagos y cancelaciones, logrando alta retención de clientes.
- Soporté procesos de análisis de datos y benchmarking, optimizando la atención en proyectos de salud y viajes.
- Manejo efectivo de CRM y herramientas digitales para la resolución rápida de incidencias y atención personalizada.
Experience
HEALTHCARE COORDINATOR (ENGLISH AND SPANISH)
Managed 60–80 daily inbound and outbound calls, providing professional support to patients, healthcare providers, and clinical staff.. Coordinated appointment scheduling, benefit verification, medication refills, referrals, medical records requests, and account-related inquiries.. Resolved patient concerns by following healthcare procedures and escalating complex cases when appropriate.. Maintained accurate patient records in Athena by documenting interactions, updating and demographic information.
HEALTHCARE COORDINATOR (ENGLISH)
Managed benchmarking, RFI, and data analysis projects and accounts using HubSpot.. Troubleshot and resolved issues raised by mental health patients and providers via email and live chat.. Handled patient's complaints and responded to inquiries regarding service, billing, insurance verification, and technical support.. Updated customer data and served as the primary point of contact for booking assistance.
APPOINTMENT SETTER AND CUSTOMER RETENTION SPECIALIST (ENGLISH)
Communicated with customers via phone to address issues concerning scheduling, payments, cancellations, renewals, and collections.. Identified customer concerns, offered tailored solutions, and retained clients through proactive renewals, upselling services, and account upgrades.. Documented all interactions and outcomes accurately within the CRM system to ensure proper follow-up and reporting.
BUSINESS TRAVEL SUPPORT SPECIALIST (ENGLISH AND SPANISH)
Responded to customer inquiries via email and chat to effectively resolve business travel issues, including flights, hotels, and transportation.. Addressed logistical problems with providers and suppliers via phone.. Managed logistical aspects of business trips, adhering to established TravelPerk policies.. Maintained high satisfaction standards, exceeding customer expectations in managing bookings, queries, and requests.. Spearheaded benchmarking, RFI (Request for Information), and data analysis projects.