Ivan Mauricio Quintero

Managed end-to-end scheduling for high-complexity imaging services (X-rays, MRIs, CT scans) to optimize patient flow and utilization. Coordinated with referring physicians and insurance carriers for clinical notes and timely authorizations, while processing urgent orders via digital fax and confirming appointment requirements for patients.

Conducted outbound calls to prospects, collected information, and warm-transferred qualified leads to specialists while following scripts. Maintained compliance, handled objections, and ensured daily transfer targets were met with consistent interaction quality.

Performed high-accuracy data entry and managed sensitive patient accounts with strict privacy and security. Scheduled patient and telehealth visits, handled prior authorizations by coordinating between providers and insurers, and maintained EHRs with HIPAA-compliant scanning and indexing.

Resolved customer concerns for both English and Spanish-speaking customers to support retention and service quality. Maintained strong performance metrics (AHT, phone handle time, and quality), coached newly hired agents, and supported campaign objectives.

Handled incoming customer requests by phone, resolving product/service concerns to improve retention. Achieved and maintained departmental performance standards, participated in dispute resolution, and responded effectively to rapid changes while supporting team goals.

Completed training as a Pharmacy Assistant (Auxiliar de Farmacia y Droguería) through SENA.