Crystal Amelia Torres
CDMX
Overview
1
1
Language
8
8
years of professional experience
Work History
Bilingual Customer Service Agent
NBH
08.2024 - Current
- Conducted patient follow-up via phone and email, improving communication between healthcare providers and patients.
- Organised and maintained medical records with strict adherence to confidentiality protocols, ensuring patient privacy.
- Prepared correspondence, medical reports, and documents, utilising advanced proficiency in medical terminology.
- Followed data confidentiality measures to secure healthcare user information.
- Answered patients' questions in person, by email, or by phone.
- Scheduled, confirmed and re-scheduled appointments using booking system.
- Provided empathetic support to patients and families, offering guidance and assistance during challenging times.
- Organised information stored in medical charts, reports and documents.
- Managed patient appointments, coordinated schedules, and facilitated smooth operations in a busy medical practice.
- Supported other office workers to meet deadlines and follow internal procedures.
- Coordinated, updated and took appointments for doctors or nurses on booking management systems via different channels.
- Demonstrated understanding of procedures common in medical industry.
Bilingual Customer Service Agent
BPO
CDMX , Mexico
08.2022 - 02.2024
- Retrieved claim records to verify policyholder information and coverage before processing claims.
- Followed internal claims processing procedures to prevent fraudulent payments, guaranteeing high-quality assurance standards.
- Participated in regular team meetings to discuss challenges and share insights on improving service delivery.
- Assisted with claims processing and coordinating necessary documentation.
Management Assistant
DIF Municipal
Pinal de Amoles , Queretaro
11.2018 - 07.2021
- Helped staff with special projects by setting up schedules and organising resources.
- Managed inventory control, reducing waste and ensuring optimal stock levels at all times.
- Supervised supply purchases, management and tracking in line with budgetary requirements.
Skills
- Medical records
- Data entry
- Medical terminology
- Customer service
- Microsoft Office
- Claims verification
- Booking systems
- Confidential records
- Customer service excellence
- Client relationship management
- Positive attitude
- Multi-tasking
- Problem-solving
- Problem solver
- Written and verbal communication skills
- Basic computer knowledge
- Professionalism
- Active listening
- Verbal and oral communication
- Patient attitude
- Cash handling
- Telephone skills
Languages
Spanish
Advanced
C1
Timeline
Bilingual Customer Service Agent
NBH
08.2024 - Current
Bilingual Customer Service Agent
BPO
08.2022 - 02.2024
Management Assistant
DIF Municipal
11.2018 - 07.2021