IVONNE FIGUEROA
Fayetteville
Summary
Dedicated and customer-focused professional with experience in patient coordination, customer retention, and client relations. Skilled at building strong relationships, resolving concerns, scheduling appointments, verifying insurance benefits, and ensuring a positive patient and customer experience. Proven ability to manage high call volumes, coordinate administrative tasks, and retain clients through effective communication and problem-solving. Strong multitasking, organizational, and interpersonal skills with a commitment to delivering exceptional service in fast-paced healthcare and customer service environments.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Patient coordinator
Franklin dental
2026.01 - Current
- Coordinated daily patient appointments and managed provider schedules to maximize office efficiency.
- Greeted patients, checked them in and out, and ensured a positive patient experience from arrival to departure.
- Verified dental insurance benefits, eligibility, and coverage prior to patient visits.
- Explained treatment plans, financial options, and payment arrangements to patients.
- Scheduled follow-up appointments and managed patient recall programs to improve retention.
- Answered high-volume phone calls, emails, and patient inquiries professionally and efficiently.
- Maintained accurate patient records and updated information in electronic dental software systems.
- Collected copayments, processed payments, and balanced daily financial transactions.
- Collaborated with dentists, hygienists, and office staff to ensure seamless patient care and communication.
- Assisted patients with completing forms and understanding office policies and procedures.
- Resolved patient concerns and appointment conflicts while maintaining a high level of customer satisfaction.
- Ensured compliance with HIPAA regulations and protected confidential patient information.
- Managed referrals, specialist appointments, and treatment coordination as needed.
- Reduced missed appointments by implementing appointment reminder and confirmation procedures.
Retention Specialist
Charter communication
2022.01 - 2024.01
- Handled escalated customer complaints professionally, de-escalating situations.
- Enhanced customer satisfaction levels with proactive communication and timely resolution of issues.
- Negotiated contract renewals, securing continued business partnerships with satisfied clients.
- Built constructive customer relationships to improve loyalty and recommendations.
- Developed strong relationships with key accounts, ensuring ongoing satisfaction.
- Boosted revenue through upselling and cross-selling opportunities during customer interactions.
- Conducted regular account reviews, addressing concerns and presenting solutions to retain customers.
- Gathered feedback from departing customers to identify areas for improvement in products or services offered.
- Conducted customer service surveys to identify areas of improvement in customer retention.
- Researched competitive offerings and identified opportunities for improving our product offering.
Patient coordinator
20 dollar Chiropractic
2019.01 - 2021.01
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Confirmed appointments, communicated with clients, and updated client records.
- Answered phone promptly and directed incoming calls to correct offices.
- Resolved customer problems and complaints.
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, emails, and walk-in clients.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Performed data entry tasks into various computer systems accurately and promptly.
- Assisted in maintaining office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing orders for supplies; verifying receipt of supplies.
- Provided administrative support to staff members including typing letters, filing documents, and scanning and copying documents when necessary.
Education
GED -
GWINNETT TECH
GASkills
- Strong work ethic
- Multitasking
- Teamwork
- Time Management
- Leadership
- Effective Communication
- Critical Thinking
- File Management
- Patient scheduling
- Insurance verification
- Appointment management
- Problem solving
- Time management
Certification
CPR
Languages
- English, Fluent
- Spanish, Fluent
Timeline
Patient coordinator
Franklin dental
2026.01 - Current
Retention Specialist
Charter communication
2022.01 - 2024.01
Patient coordinator
20 dollar Chiropractic
2019.01 - 2021.01
GED -
GWINNETT TECH