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Administrative assistant

Hartford, Connecticut, United States
March 01, 2018

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Gilda Parker

** ******* ******, **********, ** **040

Cell: (860) ***-**** –


Intelligent, enthusiastic, charismatic, bi-lingual and a team player. Known for exceptional drive and motivation to continuously learn; welcomes feedback to further development. Demonstrates strong communication, phone etiquette and multi-tasking skills. Dependable, punctual, honest professional with an outstanding work ethic and a track record of consistently for exemplary performance with customers by prioritizing and being extremely resourceful


75 WPM typing speed

Professional phone etiquette

Excellent communication skills

Database And Time management

Customer service-oriented

Accurate and detailed

Team building

Troubleshooting technical problems

Employee training and development

HIPAA compliance


Administrative Associate 2 05/2016 – Current

Hartford Hospital - Hartford CT

Greeting patients and taking proper protocol for checking in appointments, contacting radiologist/technicians and making patients aware of any delays.

Taking the proper steps to coordinate appointments for patients based on their needs and required protocol, which include breast Mammograms, Ultrasounds and Biopsies.

Organizing and preparing schedules for the following day, this includes making sure patients are schedule for correct exam, confirmation calls and insurance is active to prevent excessive notices to patients.

Organizing surgical schedule for the following day. This includes coordinated dates with surgeon’s office, setting appropriate pick up times for patients and providing the radiologist with a completed schedule and protocol sheets for each patient.

Protocolling orders received from physicians’ offices to prevent scheduling similar exams and providing enough information for radiologist and insurance. This allows for proper clarification and minimizes the chances of insurance not providing coverage for the patient (biopsies, Diagnostics, OR Cases).

Contacting physician’s office to request requisitions and revisions to coordinate appointments for patients in a timely matter

Answering a high volume of incoming calls to the best degree and proving the correct information regarding, appointment information, protocoling questions and concerns about imaging exams

Patient Service Coordinator 04/2015 – 03/2016

Hartford Healthcare Medical Group - Hartford CT

Responsible for providing outstanding and professional customer service to ensure efficiency and promote a positive patient experience.

Warmly greets and registers arriving patients on EMR system

Answers incoming calls promptly and professionally, evaluates priority, and directs calls appropriately according to urgency and subject matter.

Triage calls as necessary

Schedules new patient appointments accurately, and informs patients of essential preparation requirements prior to visit

Reviews daily televox report of appointment confirmations to ensure accurate schedule and appropriate communications with patients.

Collects co-payments and office charges as needed and explains office payment filling policies to patients

Reviews daily mail for providers and dispenses them accordingly

Faxes back documentation that have been reviewed, read and signed by physicians

Checks fax every day and dispenses accordingly

Reviews referrals and calls patient to schedule appointments

Pre-certifies orthotics for patients

Makes sure all insurance information is correctly added to the patients account

Great knowledge in using alscripts and IDX Flowcast software to complete daily talks

Prep charts daily as needed for the following day.

Telecommunications Representative 04/2011 – 04/2015

Hartford Hospital - Hartford CT

Responsible for answering all calls for the main published phone numbers for Hartford Hospital and the Institute of Living – our hospital Call Center handles in excess of one million incoming calls annually.

My main duties are to answer and route all incoming calls for both external and internal callers to the requested hospital location as well as assist callers with patient information, outgoing calls and general hospital information.

Use patient information database to access and to query patient information and provide information to the public according to departmental procedures and confidentiality standards.

Provide paging services to hospital staff to include over-head paging announcements and emergency notifications.

Utilize computerized on-call scheduling system and perform updates.

Record technical problems with telephone and paging equipment.

Notify contracted vendors in the event of equipment malfunctions.

Utilize BMC Remedy action request system to initiate trouble ticket request.

Strive to exceed customer expectations by providing quality customer service.

Responsible for keeping procedural references organized and up to date.

Participate with the training process of new team members in performing all Call Operator duties.

Perform other duties as assigned by department management, for example; working on special projects, administration support, etc.

Responsible for providing efficient, accurate, and timely administrative support for the management team.

Ensuring office procedures and systems operate efficiently and effectively.

Maintaining office equipment & arranging any repairs or replacements.

Comprehensive knowledge of Microsoft Word, Outlook, Excel and Powerpoint.

Ability to multi-task in a fast paced, time-sensitive environment.

Work effectively as a team member within the Customer Service Call Center and with customers throughout the organization to provide quality service through communication, cooperation and collaboration

Technical Skills

Microsoft Office Suite

BMC Remedy action request system

Patient Information system

Emergin Wireless Office paging system

Amcom Software IntelliDesk suite – Operator Console and Administration

Amcom Speech Recognition software

Administrative Associate (Internship)

Catholic Charities - Hartford CT

Greeted all patients, checked them in our systems, and notified the clinicians when their patients have arrived for their appointment.

Scheduled patients for their follow up appointments with clinicians and psychiatrist.

Made follow up calls to all patients to confirm appointments the day before their scheduled visit, verified insurances to make sure patients were still active, and sent out authorization alerts to clinicians if needed.

Pulled charts of patients with scheduled visits for the day, placed signed paperwork into those charts, and filed/sorted charts by alphabetical order and age group (Adults/Children).

Worked on audits for patients by verifying that all initial intakes, review transfers, and treatment plan were all completed, dated, and signed by all appropriate personnel (clinicians, psychiatrist, clinical supervisors).

Professionally answered all internal and external phone calls made to the facility, provided various kinds of information, and transferred calls to appropriate offices and departments.

Booked all clients looking to attend the Parenting Education program, while providing clients with all the needed information to be able book/attend the program (pricing, location, and times).

Handled all co-payments, confirmed all information was correct (appropriate services billed for was present on the receipt, amount handled, etc.), and verified the patient was provided a copy of their receipt.

Administrative Associate 04/2007 – 04/2009

Professional Consulting Services – South Windsor CT

Responded to customer and vendor phone calls. Performed very basic troubleshooting steps following a script to provide quick call resolution.

Gathered necessary information relating to PC/laptop issues. Established a good working relationship with all customers and vendors driving user satisfaction to a new level. Received 2 bonuses for bringing customer satisfaction surveys to a new level.

Forwarded information to the technical consultants. Able to follow additional troubleshooting steps from technicians to be able to resolve the issue over the phone expediting resolution and enhancing user satisfaction.

Prepared Non-Technical letters for current/future customers/users and vendors. Reviewed all technical documentation aimed for the customers to make sure they were easily understood and followed. Performed key role on the technical documentation modifications


2019 Masters: Business Administration

Western Governor University-Utah

2014 Bachelor of Science: Health Science

Goodwin College - East Hartford, CT


References are available upon request.

Contact this candidate