Sofia Rodriguez
NORCROSS
Summary
Customer Service Representative with strong organizational skills and a track record of managing multiple tasks efficiently. Committed to providing exceptional support and responding promptly to inquiries. Collaborative team player, eager to leverage digital tools to enhance service delivery and exceed departmental goals.
Overview
9
9
years of professional experience
Work History
Virtual Medical Receptionist / Call Center Manager
Peachtree Medical Center
Fayetteville
09.2024 - Current
- Managed patient inquiries, ensuring timely direction to appropriate medical staff.
- Scheduled appointments for patients using electronic health record systems.
- Managed patient check-in and check-out processes efficiently.
- Verified insurance information and collected co-pays, ensuring accuracy and compliance.
- Coordinated communication between patients and healthcare providers effectively.
- Resolved escalated customer inquiries and complaints promptly.
- Developed quality assurance processes that improved customer service standards.
- Analyzed call center metrics for performance improvement.
- Supervised staff training and development programs.
Customer Service Representative (work from home)
Automated Health Systems
East Providence
01.2022 - 01.2023
- Handled high-volume customer calls, assisting customers and families in accessing healthcare services
- Managed incoming and outbound calls from a home office, addressing customer inquiries about a wide range of company services
- Respond to customers Via Phone, Email, and chat
- Delivered quality customer service and support to enhance customer satisfaction
- Keep a record of customer interactions, process customers’ accounts for Medicaid or qualified health plans that best fit their needs
- Providing accurate and consistent information
- Utilized customer relationship management systems to track interactions
- Generating sales leads that develop into new customers, identifying and assessing customer needs to achieve customer satisfaction
- Performed data entry tasks to maintain accurate records
Medical Office Manager/ Medical Assistant
The Providence Center
Warwick
01.2021 - 01.2023
- Checked in clients, recorded vital signs, and completed administrative tasks to support overall clinic operations.
- Assist office providers with scheduling client appointments
- Processed intakes for clients receiving integrated home health services, ensuring confidentiality and efficient record management.
- Processed client referrals to appropriate services, ensuring timely access to necessary support.
- Collaborated with external providers to coordinate client care, enhancing health management and customer service.
- Provided clients with community resources to navigate housing and economic concerns, optimizing their experience and coordinating necessary support.
- Worked from a home office hybrid taking incoming calls and making outbound calls
Medical Assistant
CCAP
Coventry
01.2020 - 01.2021
- Conducted COVID screenings and recorded vital signs for patients to support clinical assessments
- Managed confidential documents with discretion and independent judgment to protect sensitive information
- Scheduled and provided administrative support to senior leaders by managing emails, maintaining calendars, and ensuring record retention while prioritizing tasks to meet multiple deadlines
Key Holder
Burlington Coat Factory
Warwick
01.2019 - 01.2020
- Led department and mentored employees, fostering collaboration and encouraging innovative thinking to enhance team dynamics
- Oversaw financial management, including banking transactions, deposits, and statements, ensuring compliance and accuracy
- Managed client scheduling and reviewed inventory for accuracy, resolving discrepancies promptly
Shift Supervisor
Amego Inc.
Attleboro
01.2017 - 01.2018
- Managed a team of 6+ members and handled recruitment, onboarding, new hire documents, training, and team schedule management according to company policy.
- Developed relationships with internal and external departments to facilitate cross-functional collaboration on meetings and projects
- Performed administrative tasks for medical members, ensuring compliance with protocols and enhancing operational support
- Collected and analyzed qualitative data to design a program that improved intervention processes and supported client outcomes
Education
High School Diploma - Training & Development, Recruiting/Staffing, Labor Relations, and Collective Bargain
George Alvarez High School
Providence, RI01-2019
Some College (No Degree) - Women Entrepreneurship Program
Cornell University
Ithaca, NYSkills
- Call center management
- Administrative support
- Onboarding
- New Hire Documents
- Project Coordination
- Training & Development
- Customer Service
- Virtual Project Management/ Document Sharing
- Microsoft Office Suite
- CRM Systems
- Email Management Software
- Data Entry
- Data Analysis
- Epic
- Spark
- Information and Communication Technology
- Digital Literacy
- Communication Tools
- Critical Thinking
- Problem-solving
- Healthcare software
- Patient management
- Patient record management
- Call metrics analysis
- Empathy
- Self-Motivation
- Interpersonal Skills
- Process Improvement
- Staff training
- Call center operations
- GoTo
- Athena
Languages
- Spanish
- English, Fluent
- Spanish, Fluent
Languages
Spanish
Professional
English
Professional
Timeline
Virtual Medical Receptionist / Call Center Manager
Peachtree Medical Center
09.2024 - Current
Customer Service Representative (work from home)
Automated Health Systems
01.2022 - 01.2023
Medical Office Manager/ Medical Assistant
The Providence Center
01.2021 - 01.2023
Medical Assistant
CCAP
01.2020 - 01.2021
Key Holder
Burlington Coat Factory
01.2019 - 01.2020
Shift Supervisor
Amego Inc.
01.2017 - 01.2018
High School Diploma - Training & Development, Recruiting/Staffing, Labor Relations, and Collective Bargain
George Alvarez High School
Some College (No Degree) - Women Entrepreneurship Program
Cornell University