Customer Service Medical
Resume:
Jose C. DeLosSantos
978-***-**** • E-mail *******@*****.***
* ********* ******, ******** ** 01841
Education
Northern Excess Community College
Lawrence High School
Lawrence, Massachusetts
Certifications
Certified Healthcare Interpreter
Spanish/English
Certification Commission for healthcare interpreters (CCHI)
Certified EMT-B Emergency Medical Technician
Northern Excess Community College, Lawrence, Massachusetts
Certified: August, 2011-2018
Certified CPR Administrator
Northern Excess Community College, Lawrence, Massachusetts
Certified: February, 2011-December 2017
Work experience
March 2012 Medical Interpreter
Current
Responsibilities:
6+ years experience as a medical interpreter,
Well versed in providing precise, accurate interpreting services for patients, families, and visitors in a warm and gracious manner
Hands on experience in delivering clear renditions of medical information
In-depth knowledge of medical terminology
Bilingual (English and Spanish)
Provide cultural information to healthcare providers to ensure appropriate provision of health services.
August 2015 Greater Lawrence Family Health Center Lawrence, MA
Current Medical Case Manager
Responsibilities:
Coordinate and provide care that is safe, timely, effective, efficient, equitable, and client-centered
Handle case assignments, draft service plans, review case progress and determine case closure
Help clients achieve wellness and autonomy
Facilitate multiple care aspects (case coordination, information sharing, etc)
Help patients make informed decisions by acting as their advocate regarding their clinical status and treatment options
Develop effective working relations and cooperate with medical team throughout the entire case management process
Arrange abeyances with social services, health and governmental agencies
Take the extra mile and interact with patients to keep track of their progress and to ensure satisfaction
Record cases information, complete accurately all necessary forms and produce statistical reports
Promote quality and cost-effective interventions and outcomes
Assess and address motivational goals
June 2014 Lawrence General Hospital Lawrence, MA
To August 2015 Emergency Medical Technician
Activities: Duties include but are not limited to:
opening and maintaining an airway;
ventilating patients;
administering cardiopulmonary resuscitation, including use of automated external defibrillators;
providing prehospital emergency medical care of simple and multiple system trauma such as:
- controlling hemorrhage,
- treatment of shock (hypoperfusion),
- bandaging wounds,
- immobilization of painful, swollen, or deformed extremities,
- immobilization of painful, swollen, or deformed neck or spine;
• providing emergency medical care to:
- assist in emergency childbirth,
- manage general medical complaints of altered mental status, respiratory, cardiac, diabetic,
allergic reaction, seizures, poisoning behavioral emergencies, environmental emergencies, and
psychological crises. Additional care is provided based upon assessment of the patient and obtaining
historical information.
• searching for medical identification emblems as a guide to appropriate emergency medical care.
• assisting patients with prescribed medications, including sublingual nitroglycerin, epinephrine autoinjectors
and hand-held aerosol inhalers.
• administration of oxygen, oral glucose and activated charcoal.
• reassuring patients and bystanders by working in a confident, efficient manner.
• avoiding mishandling and undue haste while working expeditiously to accomplish the task.
March 2012 to Trinity E.MS.
May 2014 Emergency Medical Technician Lowell, Massachusetts
Activities: Duties include but are not limited to:
opening and maintaining an airway;
ventilating patients;
administering cardiopulmonary resuscitation, including use of automated external defibrillators;
providing prehospital emergency medical care of simple and multiple system trauma such as:
- controlling hemorrhage,
- treatment of shock (hypoperfusion),
- bandaging wounds,
- immobilization of painful, swollen, or deformed extremities,
- immobilization of painful, swollen, or deformed neck or spine;
• providing emergency medical care to:
- assist in emergency childbirth,
- manage general medical complaints of altered mental status, respiratory, cardiac, diabetic,
allergic reaction, seizures, poisoning behavioral emergencies, environmental emergencies, and
psychological crises. Additional care is provided based upon assessment of the patient and obtaining
historical information.
• searching for medical identification emblems as a guide to appropriate emergency medical care.
• assisting patients with prescribed medications, including sublingual nitroglycerin, epinephrine autoinjectors
and hand-held aerosol inhalers.
• administration of oxygen, oral glucose and activated charcoal.
• reassuring patients and bystanders by working in a confident, efficient manner.
• avoiding mishandling and undue haste while working expeditiously to accomplish the task.
November 2010
March 2012
Staples Salem, New Hampshire
Sales Associate
Activities:
Provide customer assistance.
Responsibilities include cashier, furniture maintenance, merchandise, and close client contact.
June 2010
November 2010 ACS Call center Dominican Rep.
Customer Care Representative
Activities:
Assist customers with issue with their equipment.
Customer service for bilingual customers
July 2008
to May 2010
Teleperformance Call center Chihuahua, Chih. Mexico
Trainer
Activities:
Designing a class format and structure for a newly hired group to work in customer service
Training new candidates hired to service customers over the phone
Reporting status and candidate behavior to future managers
Involved in frequent client updates and ongoing refreshers with customer service representatives
December 2007
to July 2008
Teleperformance Chihuahua, Chih. Mexico
Supervisor
Activities:
Responsible for motivation of team covering up to 25 people.
Followed up on team performance by frequent monitoring, coaching and development
August 2007
to December 2007
Teleperformance Chihuahua, Chih. Mexico
Quality Analyst
Activities:
Monitored and provided feedback to the customer service representatives.
Updated daily the Inter-Matrix and the Client Data Base.
Calibrated our methods to qualify by comparing our scores with the Client’s perspective.
Works with the supervisor developing and implementing action plans to improve the agent’s quality performance.
December 2002
to 2007
Staples Salem, New Hampshire
Sales Associate
Activities:
Provide customer assistance.
Responsibilities include cashier, furniture maintenance, merchandise, and close client contact.
Languages
Fluent in English and Spanish, reading and writing 100%.
References
Available Upon Request
Contact this candidate