ESMERALDA FIGUEROA
Franklin Park
Summary
Customer service and healthcare professional with over 20 years of experience in fast-paced environments. Proven ability to manage medical administration, supervise teams, coordinate care, and maintain accurate records. Highly organized, empathetic, and ready to return to a full-time professional role.
Overview
16
16
years of professional experience
Work History
Care Coordinator
Family Caregiver & Home Educator
Franklin Park
05.2023 - Current
- Primary caregiver and home educator coordinating medical, therapy, and educational services
- Managed appointments, documentation, schedules, and progress tracking
- Communicated with healthcare providers and external professionals
- Planned individualized early-learning curriculum and structured daily routines
Customer Service Call Center Supervisor
PCG Consulting
Maywood
12.2021 - 05.2023
- Manage the day-to-day performance of a team of CCRs ensuring that all customer inquiries are being managed and routed in a timely and successful manner.
- Accountable for the team's daily call answer rate and first call resolutions.
- Managed customer issues and complaints; conducted follow-up calls to ensure resolution of all inquiries.
- Oversaw escalated customer complaints, tracking and analyzing critical issues to drive effective resolutions.
- Managed escalations effectively, resolving complex issues quickly while maintaining elevated levels of professionalism and empathy towards customers
- Identified training needs and provided targeted training to enhance CCR performance.
- Reviews daily, weekly, and monthly performance with their team and Care Manager.
- Acted as a back-up for team members by answering calls and handling customer inquiries.
Medical Receptionist
Patel Medical Esthetic
Franklin Park
11.2016 - 07.2021
- Greeted and checked in patients, collecting personal, medical, and insurance information to ensure accurate records and smooth patient intake.
- Schedule, reschedule, and verify patient appointments, schedule appointments with secondary care providers.
- Coordinated physician schedules, maintaining patient flow by effectively communicating patient arrivals and delays to optimize clinic operations.
- Used EMR software to manage patient records and files, reinforcing patient confidentiality according to HIPAA regulations.
- Obtain Insurance authorizations for all procedures being performed in and outside of the office.
- Collected patient co-payments and recorded transactions, obtaining third-party payer authorizations and communicating outstanding balances to ensure timely payments.
Family Caregiver
Melrose Park
01.2010 - 10.2016
- Provided companionship, feeding help, personal hygiene, and toileting assistance.
- Assisted with personal care, transportation, medications, equipment, and life enrichment activities.
- Look after eating habits and arrange for diet/menu as prescribed by the doctors.
- Look after the cleanliness and health of the patients and their environment in the best possible manner.
- Keep records of prescribed medicine and aid in medicine administration.
Education
GED -
Wilbur Wright College
Chicago, ILSkills
- EMR / EHR Systems
- Medical Terminology & HIPAA Compliance
- Insurance Verification & Authorizations
- Scheduling & Care Coordination
- Customer Service & Conflict Resolution
- Team Supervision & Training
- Microsoft Office Suite
Timeline
Care Coordinator
Family Caregiver & Home Educator
05.2023 - Current
Customer Service Call Center Supervisor
PCG Consulting
12.2021 - 05.2023
Medical Receptionist
Patel Medical Esthetic
11.2016 - 07.2021
Family Caregiver
01.2010 - 10.2016
GED -
Wilbur Wright College