Customer Service Assistant
Resume:
Ana Lucia Forim
Medford, MA
*************@*****.***
EDUCATION
• Cross Cultural Communications Systems, INC - Woburn, MA 2007-2008
Medical Interpretation- Portuguese/ English - Spanish/English
● American Red Cross - Fall River, MA 2002-2002
CNA/HHC- Certificate Nurse Assistant/ Home Health Care
• Bristol Community College - Fall River, MA 2001-2002
The Institute for English Language “ESL”
• State University of Londrina UEL - Londrina - Brazil 1981-1986
Bachelor of Business Administration and Accounting Degree
WORK EXPERIENCE
• Massachusetts General Hospital - Boston 2008- present
Administrative Assistant III – Thoracic Imaging
Physician administrative support:
Create and keep updated curriculum vitae according to Harvard Guidelines/electronic Manuscript support. Letter
preparation/literature search. Schedule meetings; order luncheons for meetings and conferences.
Supervise office personnel /orient and train.
Handle Confidential Intuitional Information
Supports Senior Management/Chiefs of service
Provide exceptional customer service to internal and external customers and patients
Coordinate schedules of physicians/fellows using multiple systems or resources
“Super User” for automatic MGH appointment system (RIS/HI-IQ/CAS/LMR/PATA scheduling/OR
scheduling/Patcom plus)
Investigates and resolves customers and patient complains, issues, question and concerns
Troubleshoot work flow issues (Patient liaison).
Special projects as directed
B-Reader coordinator, (organize file, mail, films, cases, final report).
Coordinates all outside imagines organize the proper work flow for the outside the hospital patients.
Personal Assistant to the Director Doctor of Thoracic Imaging (Organize and maintain business
agenda/meeting/lectures/clinical agenda).
Clinical references
Communicate with clinical services and maintain current schedules for dates and locations of conferences in
advance including Thoracic Surgical, Transplant, ILD, ID, and Thoracic Oncology
Maintain the conferences templates organized for Thoracic Imaging conference.
Division Teaching and Research Funds/fellowship program
Maintain Thoracic Fund and review accuracy of statements/debits and credits
Assist with Chest Post-Graduate course /meeting support
Develop and place advertisement for new fellowship candidates in National Radiology magazines/websites; ie:
RSNA/Radiology/AJR
Maintain current folders of Fellowship applicants/letters/interview/lunches. Greet and guide applicants
Obtain quarterly fellow evaluations from staff/file
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Interventional Patient Scheduling/Data collection. All the scheduling for lung biopsy process including, check for
completion of notes and Mobility and Mortality sheets
Maintain ongoing accurate and complete database of complications/QA report/QA data
Schedul staff with receive approve form/record and confirm request for absence
Prepare monthly templates and monthly calendars for schedule planning
Weekend/Holiday schedule (maintain up to date any changes), North Shore Danvers schedule, extra CT coverage
scheduling.
Update any changes Maintain database of moonlighting and additional compensation. Financial report/expenses
payment/reimbursement for staff/fellows. Keeps visitor calendar and resident’s calendar.
Provide consistent presence in office, order and organize supplies/Staples
Oversight of Blossom Court and FND 202 space, routine inspection
Maintain confidential files on current and /maintain personal stationary and business cards/back up electronic files.
Assist the doctor/nurses with the patient non-English speaking with translation of the procedure.
• Massachusetts General Hospital - Boston 2007-2008
Nursing Assistant – Interventional Radiology
Clinical Duties:
Assist patients with activities of daily living (ADLs), including but not limited to: bathing, feeding, toileting,
dressing, and grooming. Will prepare/set-up patients for meals and snacks and will assist patient during meals,
when necessary.
Anticipates the individual needs of patients regarding ADLs, within the plan of care established by the nurse.
Adapts standard ADL care to the unique needs of each patient, within the plan of care established by the nurse.
Maintains familiarity with expected patient outcomes of all tasks performed, recognizes situations requiring RN
notification.
Maintains thorough understanding of activity and equipment within working environment, including the
application of precautions.
Measures and records non-invasive vital signs and patient weights.
Performs EKGs in accordance with Hospital/Departmental standards.
Collects and records patient data, including intake/output, glucometry, phlebotomy, nasal swap.
Assists patients with physical therapy (range of motion and exercises ordered by Physical Therapy), deep
breathing, coughing, and ambulation.
Completes procedure setup and clean up, and assists during procedures.
Performs simple dressing changes on patients.
Monitors patient as a sitter.
Performs unit-specific clinical duties, including, but not limited to, phlebotomy, chest physical therapy, and placing
patients on telemetry.
Non-Clinical Duties:
Responsible for escorting patients/families upon being discharged from unit. Ensures that patient has full
instructions of home care or needs post-discharge.
Transports patients and/or equipment to other areas of the hospital, when needed.
Maintains patient rooms, including changing bed linens, etc. when needed.
Orders and maintains non-perishable supplies in unit nourishment station and food cabinets
Using the E.Buy MGH system for buy equipment and office supply for the department.
Assist the doctor with the patient non-English speaking with translation.
All other duties, as assigned.
• Massachusetts General Hospital - Boston 2005-2007
Nursing Assistant – Dialysis Unit
Clinical Duties:
Assists patients with activities of daily living (ADLs), including but not limited to: feeding, toileting, dressing, and
grooming. Will prepare/set-up patients for meals and snacks and will assist patient during meals, when necessary.
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Anticipates the individual needs of patients regarding ADLs, within the plan of care established by the nurse.
Adapts standard ADL care to the unique needs of each patient, within the plan of care established by the nurse.
Maintains familiarity with expected patient outcomes of all tasks performed, recognizes situations requiring RN
notification.
Maintains thorough understanding of activity and equipment within working environment, including the
application of precautions.
Measures and records non-invasive vital signs and patient weights.
Performs EKGs in accordance with Hospital/Departmental standards.
Collects and records patient data, including intake/output, glucometry, guaic check, nasal swap.
Assists patients with physical therapy (range of motion and exercises ordered by Physical Therapy), deep
breathing, coughing, and ambulation.
Completes procedure setup and clean up, and assists during procedures.
Performs simple dressing changes on patients.
Monitors patient as a sitter.
Performs unit-specific clinical duties, including, but not limited to, phlebotomy, chest physical therapy, and placing
patients on telemetry.
Non-Clinical Duties:
Responsible for escorting patients/families upon being discharged from unit. Ensures that patient has full
instructions of home care or needs post-discharge.
Transports patients and/or equipment to other areas of the hospital, when needed.
Maintains patient rooms, including changing bed linens, etc. when needed.
Orders and maintains non-perishable supplies in unit nourishment station and food cabinets.
Assist the doctor/nurses with the patient non-English speaking with translation.
All other duties, as assigned.
• Forestview Nursing & Rehabilitation Center – Wareham, MA 2003- 2005
Nursing Assistant: Clinical Duties:
Clinical Duties:
Answers signal lights and bells to determine resident needs.
Assists residents with grooming, oral hygiene, bathing, hair, and incontinence care.
Obtains food trays and assists residents with feeding.
Assists residents with range of motion exercises, and movement to wheelchair or activity areas.
Assists resident with turning and positioning in bed.
Assists resident with ambulation for short distance in facility.
Takes and records temperature, blood pressure, pulse and respiration rates, and food and fluid intake and output, as
directed, measure blood sugar (glucose).
Performs other tasks as assigned.
Conducts job responsibilities in accordance with the standards set out in the Company's Code of Business Conduct,
its policies and procedures, the Corporate Compliance Agreement, applicable federal and state laws, and applicable
professional standards.
Documentation on flow sheets as directed.
Attends interdisciplinary meetings as needed to provide input into selected resident's plans of care.
Documents restorative services provided following facility policies and procedures.
Reports to Charge Nurse or designee on progress/lack of progress in achieving restorative goals.
• Tecumseh Mill – Fall River, MA 2001-2002
General Services: Duties
Among other responsibilities I was responsible for the maintenance and organization of the building, help the
residents with them daily needs, and help the administration office.
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LANGUAGES:
• Fluent in spoken and written Portuguese and Spanish- Registry eligible – IMIA through 2013
ADDITIONAL CERTIFICATIONS HONORS AND PRIZES:
• Fluent in spoken and written Portuguese and Spanish- Registry eligible – IMIA through 2013
• Cultural Diversity Credits: A Physician’s Practical Guide to Culturally Care;
• CPR certified through November 2013.
• Medical Terminology, Medical Vocabulary, Interpreting skills, Code of Ethics and professional
Conduct
• CITI- Collaborative Institutional Training Initiative
• Partners in Excellence Award - In Recognition of Outstanding Performance and Commitment to
Excellence- 2010
• Partners in Excellence Every Day Award - 2011
• TEAM Training Session “Managing Error and Defect, Developing and Maintaining Learning Systems,
Achieving Safe and Reliable Care”, 2012 Massachusetts General Hospital.
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