Jorge Luis Castillo Calderon
Call Center Agent
Mexicali
Summary
Dynamic Virtual Medical Assistant with a proven track record at Outpatient Call Solutions, excelling in patient scheduling and HIPAA compliance. Adept at enhancing patient flow and satisfaction through effective communication and conflict resolution. Bilingual in English and Spanish, I prioritize patient-focused care while optimizing clinic operations for maximum efficiency.
Overview
6
6
years of professional experience
Work History
Virtual Medical Assistant
Outpatient Call Solutions
06.2021 - Current
- Collaborated with healthcare staff to verify alignment of appointment scheduling with clinic protocols.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Coordinated with other departments to facilitate seamless operation and excellent patient care.
- Confirmed appointments one day prior to minimize missed appointments and maximize clinic utilization.
- Managed multiple schedules and prioritized tasks to meet demands of fast-paced work environment.
- Resolved conflicts in scheduling or resource allocation quickly and professionally, minimizing disruptions to daily operations.
- Maintained confidentiality of patient information to comply with HIPAA regulations and protect patient privacy.
- Supported patient care by effectively managing appointment cancellations and rescheduling, optimizing healthcare provider time.
- Facilitated smooth transition to telehealth services for patients, ensuring continuous care during challenging times.
- Enhanced team collaboration by organizing regular meetings to discuss scheduling challenges and solutions.
- Assisted in the training of new schedulers, sharing knowledge and best practices for efficient schedule management processes.
- Tailored scheduling protocols to accommodate emergency cases, ensuring timely care.
- Collaborated with clinical staff to ensure appropriate allocation of time for various types of appointments and procedures.
Bilingual Customer Service Representative
Telvista Call Center
06.2019 - 06.2021
- Ensured confidentiality of sensitive customer information by adhering strictly to data protection regulations during all interactions.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Collaborated with other departments as needed to resolve customer issues that required cross-functional support or expertise.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Supported company growth by consistently meeting or exceeding performance metrics for call handling, first contact resolution, and customer satisfaction.
- Participated in ongoing training sessions aimed at enhancing product knowledge and refining customer service skills.
Education
High School Diploma -
CBTis No.21
Mexicali, Baja California, Mexico 05.2001 -
Skills
Medical terminology
Patient-focused care
Data entry
Patient flow management
Customer service
HIPAA compliance
Patient relations
Indirect patient care
Patient scheduling
Appointment setting
Fluent in English and Spanish
Timeline
Virtual Medical Assistant
Outpatient Call Solutions
06.2021 - Current
Bilingual Customer Service Representative
Telvista Call Center
06.2019 - 06.2021
High School Diploma -
CBTis No.21
05.2001 -
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