Resolving issues and complaints
Handling patient enquiries, concerns and complaints, and reporting issues to the relevant team.
Professional portfolio
Denisse Paz
Moreno.
Barcelona
Customer care · Digital support · Complaints handling
Customer service experience in healthcare, complaints handling and digital support. A personable approach, clear communication, issue resolution and team coordination.
Languages: SpanishCatalanEnglish
View experienceMy approach
Behind every enquiry, a person.
I have helped patients and users with enquiries, administrative processes and digital tools. My approach combines personalised service, clear communication and teamwork to resolve issues and improve the service experience.
01What I bring
What I can bring
Personalised service, clear solutions and support at every step.
Helping people use digital tools
Assistance with the medical app and appointment systems, troubleshooting system issues and reporting digital difficulties.
Supporting people from different backgrounds
Assistance for international patients and American students, helping them communicate with healthcare staff.
Coordinating and improving service
Reception planning, coordination of company medical check-ups and proposals to improve procedures.
02Experience
Professional experience
BarcelonaDEC 2022 — PRESENT
Patient Services Facilitator
Quirónsalud Centro Médico Aribau · Barcelona
- Patient services and guidance for international patients, and support for American students throughout the care process.
- Handling issues, reports, concerns and complaints in coordination with the healthcare team.
- Assistance with the medical app and appointment systems; troubleshooting system issues and reporting digital problems.
- Liaison between patients and healthcare staff to reduce language, cultural and technological barriers.
- Reception planning, coordination of company medical check-ups and proposals to improve procedures and the patient experience.
JUN 2022 — NOV 2022
Administrative Assistant
ICO Innova Ocular · Barcelona
- In-person, telephone and email assistance, including issue resolution and complaints handling.
- Processing documents according to urgency and relevance, in line with procedures and policies.
- Working with the team to provide customer-focused service.
JAN 2018 — JUN 2022
Telephone Service Agent
Quirónsalud Centro de Operaciones del Paciente · Barcelona
- Handling enquiries, issues, concerns and complaints by telephone and email.
- Scheduling appointments and diagnostic imaging tests; processing administrative requests and authorisations.
- Evaluating training courses and taking part in practical team activities.
JAN 2017 — JAN 2018
Customer Service and Shop Support
Noel Fun · Barcelona
- Personalised customer guidance, product demonstrations and support for sales campaigns.
- Receiving and organising merchandise.
03Education
Education and learning
Education
Bachelor's Degree in Criminology
Universidad Internacional de La Rioja (UNIR)
Upper Secondary Education, Humanities
Instituto Escola del Treball, Barcelona
Additional training
Patient Safety
Universidad QuirónSalud · March 2025
Radiotherapy and Diagnostic Imaging
Negotiation
Tools and skills
Digital tools
Microsoft Word, PowerPoint, Internet and social media.
Administrative skills
Managing files and digital databases, document transcription and administrative tasks.
Working style
Teamwork, multitasking, a proactive approach and public-facing service.
Volunteering
Volunteering in Cáritas community kitchens, and coordinating and mediating debates in youth groups.
Interests
Photography and video games.
04CV
My background, in one document.
Profile, experience and education. Choose the language of your copy.
05Contact
Let's talk about the next opportunity.
I am interested in opportunities in customer service, complaints handling and digital support.