Managed incoming calls from Texas-based patients to schedule virtual appointments and provide general assistance. Verified patient information to ensure accurate routing and transferred calls to the appropriate department or extension. Communicated with medical staff via email to relay patient requests, questions, or follow-up needs. Processed medication refill requests by coordinating with clinical teams to ensure prescriptions were sent to the correct pharmacy. Delivered efficient, patient-focused service while maintaining confidentiality and accuracy in documentation.

Designed and implemented customer service processes, understanding the customer needs being empathic and proposing solutions for the customers’ issues. Increasing the customers satisfaction with the service.

Modernized the Oracle template tool to improve the documentation on each case for easy understanding of the cases and increasing the productivity of the process. Created a method to assign the tasks to all the team in order to avoid having any pending tasks for a long time decreasing the backlog tasks and improving the team productivity.

Maintained organized records and performed billing-related tasks including payment collection and appointment scheduling. Supported front-desk operations and ensured seamless flow of client services. Communicated with clients to resolve issues and handled customer calls, including account verification through third-party bank interactions. Processed loan applications with close attention to detail and consistency. Delivered updates and clarification on loan application status to clients. Maintained data accuracy for applications and customer records.