Contact Center Patient Service Representative Resume

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Contact Center Patient Service Representative Resume Sylvia Galvan Contact Center Patient Service Representative (505) 555-XXXX sylvia.galvan@example.com sylviagalvan Albuquerque, NM 87106 STRENGTHS Considerate patient service Use a calm, respectful manner with older adult patients, helping them feel heard as appointment needs and instructions are addressed. Accurate documentation Check patient details and appointment records before closing each interaction, keeping information dependable for follow-up and care teams. Scheduling problem solving Review provider availability and coordinate with clinic teams to resolve conflicts, then explain practical options directly to patients. Dependable remote service Maintain a private, distraction-free workspace and hardwired internet connection, meeting assigned schedules and supporting occasional on-site needs. Peer support Share call documentation and scheduling system tips with new representatives, helping them get oriented to patient access procedures. SKILLS Patient appointment scheduling Inbound and outbound calls Appointment reminders EMR documentation Patient data entry Scheduling conflict resolution Patient communication Older adult service Call center service Phone etiquette Customer concern resolution Workforce schedule adherence Time management Remote patient support Patient follow-up LANGUAGES Spanish Proficient 30 English Native 40 SUMMARY Patient contact center professional with five years of experience supporting appointment access in remote and clinic based healthcare settings. Coordinate calls, scheduling, EMR documentation , and patient follow up with care teams, bringing a considerate approach to older adults and clear communication about visit details. Maintain accurate records, resolve scheduling conflicts, and meet service and schedule expectations in remote contact center operations . EXPERIENCE Contact Center Patient Service Representative Mesa Vista Patient Access Jun 2024 - Present Albuquerque, NM (Remote) Coordinate patient access in a 24/7 contact center, managing inbound and outbound calls to schedule, reschedule, and cancel appointments for older adults across multiple care teams. Document patient information, appointment details, call outcomes, and transactions in an EMR and scheduling system, checking records for accuracy before closing each interaction. Resolve appointment conflicts by reviewing provider availability and coordinating with medical staff and other departments, then communicate updated visit details and instructions directly to patients. Make follow-up calls to confirm appointments and provide reminders, using a calm, patient-centered phone manner to address questions and reduce missed communication. After six months in the role, achieved exceptional results for three consecutive months across average handle time , unavailable time, quality metrics, and schedule adherence; followed Workforce Management shift, arrival, departure, lunch, and break assignments, adapting to targets with 30 days' notice. Maintain a private, distraction-free home office with high-speed internet and a hardwired router connection, dependable care arrangements, and transportation available for occasional on-site support when required. Complete remote classroom-style training on updated scheduling workflows, applying new procedures in the EMR and call center to maintain accurate records and continue learning across patient access tasks . Patient Scheduling Representative Rio Grande Family Health Jan 2023 - May 2024 Albuquerque, NM Managed a daily queue of patient calls for a community clinic, booking and updating visits while prioritizing urgent scheduling needs and keeping appointment records complete. Entered patient demographics and appointment changes into the EMR, using basic Microsoft Excel tracking and Google Suite tools to reconcile follow-up lists with clinic schedules. Worked with medical assistants and front-office staff to resolve double bookings and provider-calendar changes, giving patients clear options and confirming revised instructions. Recorded call details and follow-up actions consistently, helping colleagues maintain continuity when patient requests crossed departments or shifts. Earned positive patient feedback for respectful service to older adults and reliable follow-through on appointment confirmation and reminder calls. Patient Services Associate Sandia Community Clinic Oct 2021 - Dec 2022 Albuquerque, NM Welcomed patients by phone and at the front desk, answered routine service questions, and routed clinical concerns to the appropriate medical staff. Supported appointment scheduling, rescheduling, and cancellations while learning clinic workflows and documenting patient interactions accurately in the scheduling system. Balanced incoming calls , check-in tasks, and follow-up requests by prioritizing time-sensitive needs and communicating appointment details in plain language. Completed customer service and EMR documentation training, applying privacy-conscious data entry and professional phone etiquette in a busy outpatient setting. LEADERSHIP, AWARDS & RECOGNITION Patient Appreciation Recognition, Mesa Vista Patient Access, 2025, for dependable follow-up and considerate service to older adult patients. Peer mentor for new patient access representatives, 2025 - Present, sharing call documentation practices and scheduling system navigation tips. EDUCATION Undergraduate Coursework Central New Mexico Community College 2012 Albuquerque, NM High School Diploma Santa Fe High School 2009 Santa Fe, NM CERTIFICATIONS HIPAA Privacy and Security Training 2025 Remote Customer Service Foundations 2024 PROFESSIONAL SKILLS Productivity Suites: Google Docs, Google Sheets, Google Drive Spreadsheet Software: Microsoft Excel, Google Sheets, LibreOffice Calc Office Applications: Microsoft Word, Microsoft Outlook, Google Docs Computer Platforms: Microsoft Windows, macOS, ChromeOS Video Conferencing: Zoom, Google Meet, Microsoft Teams Healthcare Information Systems: Electronic medical records, Patient scheduling systems, Contact center systems SKILLS Patient appointment scheduling Inbound and outbound calls Appointment reminders EMR documentation Patient data entry Scheduling conflict resolution Patient communication Older adult service Call center service Phone etiquette Customer concern resolution Workforce schedule adherence Time management Remote patient support Patient follow-up PROFESSIONAL AFFILIATIONS Member, American Association of Healthcare Administrative Management, participating in professional development for patient access and healthcare administration. Member, Healthcare Information and Management Systems Society, engaging with a professional community focused on health information systems. LANGUAGES Spanish (Proficient) English (Native) ADDITIONAL INFORMATION U.S. work authorization. Remote work setup includes high-speed internet, a direct router connection, a private workspace, dependable care arrangements, and transportation for occasional on-site support. ADDITIONAL INFORMATION U.S. work authorization. Remote work setup includes high-speed internet, a direct router connection, a private workspace, dependable care arrangements, and transportation for occasional on-site support.

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