HECTOR I. ORTIZ REYES
San Juan
Summary
Dynamic customer service professional with 6+ years of experience in support and administration. Skilled in appointment coordination, client retention, and remote work. Boosted scheduling efficiency by 30% while maintaining a 95% customer satisfaction rate. Bilingual (Spanish/English), proficient in CRM software and Microsoft Office.
Overview
7
7
years of professional experience
Work History
Patient Connection Specialist
EasyHealth
Los Angeles, CA
01.2023 - 04.2025
- Contacted 100+ Medicare patients daily, increasing wellness visit scheduling rates by 30%.
- Coordinated 500+ virtual consultations, ensuring seamless appointment scheduling.
- Resolved inquiries efficiently achieving a 95% patient satisfaction rate.
Appointment Scheduler
Apollo Health Network
Miami
09.2021 - 01.2023
- Scheduled and confirmed over 200 appointments weekly for patients and clients.
- Maintained error-free data entry in electronic health record (EHR) systems.
- Supervised administration, including team oversight and handling of billing processes.
Loan Set-Up
Sun West Mortgage
Guaynabo
04.2020 - 08.2021
- Processed loan applications and verifications for mortgage approvals.
- Reviewed income, credit reports, and appraisals to ensure compliance.
- Ensured complete data confidentiality compliance with company policies.
CSR-Retention Agent/Team Leader
Atento PR
Caguas, PR
02.2018 - 04.2020
- Optimized transaction workflows and resolved system issues to enhance efficiency.
- Tailored special offers, resulting in a significant boost in customer retention.
- Led, mentored, and coordinated a team of 15 employees, ensuring smooth operations and productivity.
Education
Associate -
Columbia Central University
Caguas, PR05-2010
Skills
- Customer Relationship Management (CRM) Software (Salesforce, HubSpot)
- Healthcare appointment scheduling (EHR, Epic Systems)
- Bilingual (fluent in Spanish and English)
- Data Entry and Accuracy (80 WPM typing speed)
- Conflict resolution and de-escalation
- Microsoft Office Suite (Excel, Outlook, Word, PowerPoint)
- Telephone Etiquette and Professional Communication
Timeline
Patient Connection Specialist
EasyHealth
01.2023 - 04.2025
Appointment Scheduler
Apollo Health Network
09.2021 - 01.2023
Loan Set-Up
Sun West Mortgage
04.2020 - 08.2021
CSR-Retention Agent/Team Leader
Atento PR
02.2018 - 04.2020
Associate -
Columbia Central University
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