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Administrative Assistant Customer Service

Columbus, OH
17.00 hour
March 28, 2019

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Rocita Faye Martinez

**** **** ******

Columbus, GA 31909

Home: 614-***-****

Cell: 614-***-****

Areas of Expertise

Customer Service Relations

Complaint Handling & Resolution

Customer Care Specialist

Customer Satisfaction Enhancement

Exceptional Communication Skills

Team Building & Training

Public Relations

FMLA Reports

BWC Reports

Employments Reports


Microsoft Word; Microsoft Excel; Microsoft Power Point; E-FROI system; ICMS; EDA; Dolphin & Conduit Claim Systems; Jeter Filing System; Avaya Phone System; Lexmark X644E & X646E Scanner; DOTS Portal System; On Base System. Central Accounting Systems, KRONOS; Outlook; OHIO Administrative Knowledge System (Oaks); OHMS/NEOGOV; HMC People Soft Software; Nortel Networks Phone System; Shift Admin System; Imprivata System, SAP Concur System; Cisco WebEx System; Care Connect System; People Soft Financials System; CISCO Phone system

Professional Experience

Harding Free Clinic Columbus, OH 2014 to Present

Patient Medical Registration

Interviewing incoming patients prior to admission to gather demographic, insurance and emergency information.

Input patient demographics in systems.

Ensuring completion of paperwork, sign-in and security procedures.

Explain facility policies, preparing and distributing patient identification bands, and arranging for transportation to assigned rooms.

Answering phones, assisting family members, and conducting research for prior medical records and account folders.

Answer multi-line phones and either direct the caller to the appropriate party or handle the caller’s needs.

Greet patients upon arrival, sign them in and obtain insurance information and any other necessary data.

Provide patients with intake and new patient forms as well as copies of our office policies and legally required documents.

Maintain hard copy patient records as well as the files stored in our HER.

Provide patients with support and guidance as needed.

US Acute Care Solutions

Doctors Hospital Columbus, OH 2013 to Present

Administrative Assistant

Assists the Emergency Department Director in daily office operations by performing and/or overseeing clerical administrative and office functions.

Acts as the liaison between corporate office personnel, physicians, patients, hospital personnel and the public in general.

Represents Emergency Medicine Physicians in communication with the public, physicians, patients and hospital personnel.

Performs routine clerical tasks such as answering phones, filing and typing correspondence.

Supervises and/or performs record collation.

Researches missing dictation/charts and advises appropriate personnel to obtain resolution.

Works with the Site Coordinator in all human resources matters relating to the department.

Assists staff and other department personnel by disseminating pertinent information, providing training, making suggestions, and answering questions to resolve issues.

Audits and tracks work quality for chart specialist for billing.

Maintain familiarity of the day-to-day operations of the department and company.

Attends department meetings; creates and distributes agenda/minutes for department meetings.

Assists patients with payment concerns and notifies the appropriate personnel to obtain resolution.

Assists QA Director with compilation of data needed for reports.

Assists EMS Director with compilation of data needed for reports.

Performs and assists with other department duties as needed.

Assist a group of 21 Doctors and 12 APP’s.

Responsible for the credentialing of the doctors and APP’S.

Responsible for planning and putting together our monthly staff meetings.

Responsible for recording and note taking of the minutes at our monthly staff meetings.

Responsible for coordination room set up for meetings.

Responsible for handling and billing issues for the Attendings and APPs.

Responsible for setting up meetings within Cisco WebEx System.

Handle calls coming in from providers, patients, external and internal.

Research patient billing for corporate office.

Research and assist with patient having issues with worker compensation billing.

Responsible for maintaining all personal files.

Responsible for all ordering of supplies for office.

Generate weekly reports in Shift Admin for scheduling Attendings and APPs.

Responsible for posting the schedule in the ED department once generated.

Generate weekly reports in Shift Admin pertaining to Flash Report.

Once reports are generated that have to be place in excel spreadsheet and sent to all parties.

Responsible for setting up and requesting Petty Cash

Compiling information on a spreadsheet and sending to accounting.

Responsible for setting new Attendings and APPs up in proper system they need to operate daily.

Generate and research patient’s files for documents for patient services department place in a spreadsheet and send to billing.

Ayers Staffing

Pickaway Correctional Institution Pickaway, OH 2013 to 2013

Acting HCM Analyst

Monitored and tracked performance evaluations

Coordinated and tracked FMLA, maintained disciplinary log, process personnel actions

Review Certifications – approve and/or contact physicians for additional information

Run FMLA Punch Detail Report

Notify employees and supervisor via email with DRC Form 1026, Punch Detail Report & Screen Shot of Kronos Accruals & Skills/Certification page

Create FMLA Employee File

Responsible for employee PVN Notification Letters are received from the Warden’s Office

Responsible for log PVN’s on PCI Staff Database

Responsible for filing PVN Notification in Personnel file

Responsible for employee PVN Rescind Letters are received from the Warden’s Office

Responsible for Removing Employee off PVN in the PCI Staff Database

Responsible for filing Rescind Letter in Personnel File

Responsible for logging Discipline Notifications in PCI Staff Database

Responsible for filing in Employee Personnel File

Pulling Personnel, Confidential, Payroll, FMLA, & Off Work files on Separated Employees

Completing receipt of Employee Records Form

Responsible for Mailing to receiving Institution via Certified Mail

Responsible for receipt of the completed Receipt of Employee Records form; review to ensure complete

Responsible for files in Receipt of the Employee Records file

Responsible for receiving interview dates, time increments, & if breaks are necessary

Scheduled interviews in NeoGov

oSelect candidates, enter interview Date & Time

oCreate interview letter

oSend interview notification via Email

Complete entrance Authorization/Obtain Signatures

Prepare file for interview Day

oAdd applicant packets & interview questions

Interview Chair Pick up from Personnel

Create Recommendation for personnel Selection DRC1085

Responsible to sending to Warden for signature

Responsible for gathering signed recommendation, signed application, authority for release of information, personal history statement, interview question, SME screening sheet & SME screening summary are forward to HR regional specialist

Responsible for pre-orientation packets being put together

Created & updated New Employee Manuals

Ensure each section in the manual has the appropriate forms

Schedule New Employees & email forms to them

Responsible for conducing the Orientation

Ensure Employees ID badges are created

Ensure Employees are fitted for their uniforms (if necessary)

Responded to inquiries from outside agencies regarding wage verification

Processed and logged all incoming mail

Set up interviews

Assist with answering phones, type reports, file, and setup meetings.

Log in reports, such as Worker’s Comp hearings, Unemployment, Disciplinary Actions

Assist employees how to setup their information in Oaks systems.

Completed employment verification forms for employee’s and files

Worked on special projects & special committees

Setup and scheduled interviews in NEOGOV

Provide answers to question regarding compensation and benefit to include disability, workers comp, FMLA, OIL, birth leave, insurance, OPERS etc.

Set up and maintained case merit files using NEOGOV/OHMS

Closed out case merit files, schedule interviews

Maintained employee personnel files and records to include confidential information

Ayers Staffing

Pickaway Correctional Institution Pickaway, OH 2012 to 2013

Payroll Clerk II

Served as a Payroll Officer for over 500 employees’

Post bi-weekly payroll utilizing KRONOS Timekeeping System and OAKS HCM People Soft and Time and Labor Modules

Maintain daily attendance records and employee payroll/personnel files

Verified accuracy of information in Kronos

Processed and posted request for leave, time clock adjustments, and overtime forms to KRONOS

Changed schedules in KRONOS

Ran daily punch detail report from KRONOS

Ran weekly absentee report from KRONOS

Checked payroll for accuracy after KRONOS has interfaced with OAKS

Changed taxes and payroll deductions in OAKS

Ensured that employees are accurately entered & maintained into Kronos Timekeeping System People Editor.

Applied correct pay rules, holiday group codes, & union codes

Maintained and verified post leave usage, work schedules, request for leaves, overtime & schedule changes.

Audited & verified timesheets to meet payroll processing deadlines to interface from Kronos to OAKS properly & correctly to ensure accurate pay calculations in OAKS.

Input employee work hours in Kronos

Run all reports for payroll

Prepared and posted salary adjustments involving back pay

Entered benefit taxes; direct deposit

Assist employees with any question about their time sheet and any payroll questions

Provide customer service to over 500 employees

Proteam Solutions Columbus, OH 2012- 2012

Ohio Minority Business Development

Administrative Secretary

Respond to routine telephone requests that have standard answers.

Refer calls and visitors to appropriate staff.

Control mail and assure timely staff response and send form letters.

Assist with Minority Health fair activities.

As instructed, maintain supervisor's calendar, make appointments, and arrange for meeting rooms.

Review materials prepared for supervisor's approval for typographical accuracy and proper format.

Maintain recurring internal reports, such as time and leave records, office equipment listings, correspondence controls, and training plans.

Requisition supplies, printing, maintenance or other services, type, take and transcribe dictation.

Create and maintain office files.

Proteam Solutions Pickaway, OH 2012- 2012

Central Reception Center

Secretary II

Processed inmates’ old and new records for scanning into Onbase system as they arrive.

Processed out to court papers for inmates for their court hearing.

Processed inmates’ new admission information into DOTS system.

Processed Kites from inmates to issues they needed address about their cases while incarcerated.

Input new inmates profile into the BCI and FBI system.

Input new inmate’s DNA profile into the DOTS system.

Interview new inmates’ arrivals and prepare them to be processed out to their apparent institution to do their time.

Proteam Solutions Madison, OH 2011- 2011

Madison Correctional Institution

Office Assistant 3

Pulling and filing medical records for inmates using the Jeter System.

Prepare files for inmates being transferred in and out.

Answer phone

Compile reports

Assist the doctors, nurses, x-ray techs, dental lab, with medical records.

Typing medical reports for inmates

Maintain office flow

Assist inmates with their medical records

Gates McDonald Health Plus, Columbus, OH 1997 – 2010

Manage Care Organization/Workers Comp

Medical Case Coordinator

Prepare and enter data into our Conduit Claim system pertaining to the IW injury.

Managing minor claims for the IW, by gathering the necessary information from IW, Employer, and Providers.

Assist injured workers with their claims to insure they receive proper understanding of what steps they need to take next.

To assist the IW in answering their entire question about their claim.

To assist Nurse Case Manager in retrieval of any information needed on IW claim.

To input C-9 for nurse case manager and make sure treatment is clear up entering, so the NCM will not have any delays in processing the C-9 for the IW treatment request.

Handle incoming calls for billing; nurse case managers, using lucent model 8410B 2-line system.

Route calls to the nurse case manager.

Assist injured workers with their medical needs.

Assist providers with billing problem and authorization needs.

Aiding the injured worker with their need to make sure all their questions are answered concerning their injury.

Generating information for Bureau of Worker Compensation from the provider and employer relating to the worker’s injury.

Solutions Staffing, Columbus, OH 1997 - 1997

Manage Care Organization/Workers Comp

Administrative Assistant

Use of IBM multi line phone, file, type, broke down budget reports.

Provide training packages for Budget and Finance department logging of all grievances.

Number and prepare files; organize and maintain grievance paper.

Prepared meetings for grievance at Step 3 level; decide with participants; and issue meeting letters.

Kentucky Fried Chicken, Columbus, OH 1983 - 1988

Assistant Manager

Managed a Crew of 18 – 21 employees’

Provide training for the employee’s

Set up interviews, actively participated in hiring process of employees

Processed Budget and Finance reports.

Daily processed inventory of the store supplies and equipment.

Daily bookkeeping makes deposits.

Daily bank reconciliation.

Daily store operation of setting the store up for opening and closing.

Daily meeting with crew and other managers.

Education and Training

Great Commission Bible College Columbia, SC 2018

Graduate September 15, 2018 Honorary Doctrine Degree Divinity

Grand Canyon University Phoenix, AZ 2013 – 2017

Graduate March 9, 2017 Master of Arts Degree Christian Studies with Emphasis in Pastoral Ministry

Franklin University Columbus, O 2008 - 2010

Graduate May 9, 2010 Bachelor Degree Business Administration /Minor in Human Resource

Franklin University Columbus, OH 2005 - 2008

Graduate May 10, 2008 Associate Degree Business Administration

Adult Education Center Columbus, OH 1989 - 1989

Certificate Secretarial Science

Mt. Vernon Career Center Columbus, OH 1987 - 1988

Diploma Data Entry

Central High School Columbus, OH 1976 - 1978


Training: Completed numerous courses and seminars in customer service, written communication, time management, medical terminology, CPT codes and modifiers, fee bill, teambuilding/teamwork, listening & communication skills, fraud training, advance customer service skills, MCO fraud training, industrial commission/BWC hearing, self-insured system, problem solving skills, third party administrators, employer hearings and how to become a great communicator. Antimicrobial Therapies 103A, Medicare 101, Hepatitis C 101, Heart Failure and Inotropes 101, Workplace Harassment: Prevention and the Law, A+ Certification 2009 – New Updates from 2011 Microsoft, ACE: Infection Control – B (PA), CareConnect Computer Readiness, OhioHealth MyChart for Associates and Providers, CareConnect Integrated View Only with Reporting, CareConnect Integrated Chart Review, Modifying the Search Criteria of a Report, Overview of Hyperspace for Clinical Applications, Overview of Reporting and Reporting Tools, Run and Manage Reports,

Volunteer Achievements

Harding Free Clinic/Registration August 2016 - Present

Big Brother Big Sister July 2008 – May 2010


Mayor Chris Koos April 17, 2017

Town of Normal, Illinois

(Keep Hope Alive Ministry:

“Damaged but Delivered”)

Board Appointments

The Educational Department at May 2017 - Present

Richland Correctional Institution

Administrative Professional Support

Advisory Committee Board

Vici, Inc. August 2018 – Present



NationalCPRFoundation January 2019 - January 2021


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