Customer Service Team Lead - CleanSlate Centers, Inc. & Total Wellness, LLC
(2022-10 - 2026-09)
- Led a team of centralized call center agents, providing guidance, support, and coaching to ensure optimal performance and adherence to company protocols.
- Served as the primary point of contact for escalated issues, addressing complex concerns and promptly resolving patient inquiries.
- Trained and mentored team members, ensuring consistent alignment with company policies and best practices.
- Monitored daily call volume and reviewed call recordings, providing feedback and ensuring compliance with Quality Assurance (QA) standards.
- Ensured compliance with confidentiality standards, company policies, and industry regulations.
- Managed and supported special projects that contributed to operational enhancements and process optimization.
Remote Patient Support Agent / Call Center Representative – Bilingual - CleanSlate Centers, Inc. & Total Wellness, LLC
(2020-08 - 2022-10)
- Answered and managed an average of 75-100 inbound/outbound calls per day plus emails and online chat, meeting KPIs.
- Completed new patient registration, healthcare insurance verification, and scheduling using computerized scheduling systems.
- Maintained accurate patient accounts by obtaining, recording, and updating personal, financial, and insurance information.
- Provided support, patience, and compassionate customer service; multi-tasked and problem-solved based on patients' needs.
Patient Service Specialist II – Otolaryngology, Family Medicine - Baylor Scott & White Family - Killeen, TX
(2013-04 - 2020-07)
- Verified insurance, co-pay, authorizations, and referrals in EPIC; received insurance authorizations for specialist visits.
- Completed new patient registration and scheduling; ensured orders, referrals, and appointments were completed prior to follow-up visits.
- Advised patients on financial arrangements; confirmed next-day appointments with correct location and report time.
- Aided in training new staff in the department.
