Ysabel Castellanos
Aurora
Summary
Dedicated and highly organized medical customer service professional with over 4 years of experience in fast-paced, high-pressure environments. Expertise in managing and maintaining accurate data promptly while efficiently utilizing medical software—essential for a seamless transition into diverse roles. Recognized for exceptional adaptability and meticulous attention to detail, consistently delivering outstanding service and support in dynamic settings. Committed to enhancing patient experiences and contributing to team success through effective communication and problem-solving skills.
Overview
10
10
years of professional experience
Work History
CUSTOMER SERVICE REPRESENTATIVE
NORTHWESTERN MEDICINE
02.2020 - Current
- Assist customers schedule appointments and send messages to physician offices.
- Data Entry of medical and personal data
- Trained new staff on current, correct insurance verification procedures.
- Follow Urgent Symptom protocol, direct calls to proper department.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Identify proper entry of insurance to ensure proper billing and trouble shoot Insurance issues.
- Complied with HIPAA guidelines and regulations for confidential patient data.
- Training of new agents
- Multitasking between applications
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
CUSTOMER SERVICE REPRESENTATIVE
ORBIT MEDICAL OF NAPERVILLE
04.2019 - 02.2020
- Assist customers troubleshoot equipment purchased with us
- Data Entry of medical and personal data
- Make outbound calls to customers to assist with questions
- 1-1 contact with customers visiting the office to assist with questions regarding equipment’s we provide
- 1-1 contact with customers picking up equipment purchased
- Complete mail items to customers
- Set up appointment with customers to be serviced when needed
- Identify proper coding to ensure coverage through insurance
- Connecting with Doctors offices to ensure paperwork Is fulfilled properly
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
SHIFT SUPERVISOR
ROSATI’S
05.2016 - 04.2019
- Answer incoming calls from customer placing order, complaints or questions
- 1-1 contact with customer picking up food orders or waiting to be seated for our dining area
- Process payments for all food or beverage orders
- Ensuring counter space and dining room tables are clean
- Filling in as a server when needed
- Completed beginning and end of day duties
- Ensuring items were stocked for the next day prior to leaving for the day
COUNTER
LUIGI’S PIZZA AND FUN CENTER
12.2015 - 03.2016
- Answer incoming calls from customer placing order, complaints or questions
- 1-1 contact with customer picking up food orders or waiting to be seated for our dining area
- Process payments for all food or beverage orders
- Filling in as a server when needed
Education
High School Classes - Business
West Aurora High School
05.2018
Skills
- Detail-oriented data management
- Customer service
- Proficient in Microsoft Word
- Excel proficiency
- Detail-oriented approach
- Insurance knowledge
- HIPAA compliance
- Multitasking efficiency
Languages
Spanish
Limited Working
Timeline
CUSTOMER SERVICE REPRESENTATIVE
NORTHWESTERN MEDICINE
02.2020 - Current
CUSTOMER SERVICE REPRESENTATIVE
ORBIT MEDICAL OF NAPERVILLE
04.2019 - 02.2020
SHIFT SUPERVISOR
ROSATI’S
05.2016 - 04.2019
COUNTER
LUIGI’S PIZZA AND FUN CENTER
12.2015 - 03.2016
High School Classes - Business
West Aurora High School
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