Cynthia Castillo-Medina

Identified complaint trends and developed solutions that enhanced service quality.

Resolved escalated customer complaints promptly to maintain satisfaction.

Streamlined workflows to enhance response times for client requests.

Coordinated cross-departmental efforts to resolve service challenges effectively.

Processed member reimbursement requests adhering to department guidelines.

Created tailored job aids to streamline processes and improve operational efficiency.

Collaborated with teams to deliver customized presentations for clients.

Coached call center staff to improve performance and skill development.

Provided exceptional customer service by resolving issues and answering inquiries from members, providers, and plan sponsors via phone and letter.

Maintained accurate records of member interactions in the customer management system.

Explained member rights and responsibilities according to contractual obligations.

Educated providers on available self-service options to enhance efficiency.

Determined medical necessity, verified coverage provisions, and confirmed member plan eligibility.

Reviewed member claim histories to ensure accurate benefit tracking.

Managed requests for appeals and pre-authorizations, ensuring thorough follow-up on unresolved issues.

Coordinated with internal departments to address complex issues, facilitating swift resolutions for members.

Assisted clients with scheduling appointments and accessing services.

Resolved customer complaints effectively, ensuring satisfaction and timely service delivery.

Provided accurate information about reproductive health options and resources.

Managed client inquiries through phone, email, and in-person interactions, enhancing overall client experience.

Maintained confidential client records in electronic systems securely.

Guided clients on available programs and financial assistance options, improving access to necessary resources.

Remained calm and professional in stressful circumstances and effectively diffused tense situations.

Assisted dentist with patient procedures and chairside tasks.

Prepared treatment rooms by sterilizing instruments and organizing supplies.

Managed patient records with dental software, ensuring accuracy and compliance.

Educated patients on oral hygiene and post-treatment care, enhancing their understanding and adherence to recommendations.

Scheduled appointments and coordinated patient flow efficiently.

Implemented infection control protocols to maintain a safe environment.

Communicated effectively with patients to address concerns and ensure comfort.

• Created bitewing, panoramic and periapical X-ray images for dentist to review.
• Organized and arranged trays of instruments for each dental procedure, ensuring everything needed was readily available.
• Fostered patient loyalty and retention through empathetic service and personalized care.