Medical Customer Service
Resume:
JONQUINN R. ORTIZ
*** ****** *****, ****** ****, CA 94585
HOME 707-***-**** / CELL 707-***-****
EMAIL – *********@*****.***
QUALIFICATIONS SUMMARY
Due to being the incumbent patient coordinator of the refractive surgery center at Travis AFB, I
am well versed in the policies and procedures of the United States Air Force Refractive Surgery
program. In my first six-month tenure at the refractive surgery center, my quickness to learn, adapt
and succeed has attributed to the restoration of the number of surgery patients per week and
augmented the number of surgery patients per month to exceed original goals; and my customer
service skills as the patient’s first contact contributed to the earning of the clinic-wide award of the
“Best Care Anywhere” Commander’s Trophy and Best Customer Service Certificate. In the year and
a half that followed, I strove to maintain our patient load resulting in nearly reaching the previous
year’s number of surgery patients in spite of a temporary shortage of surgeons and surgery days due
to retirements and changes in command.
I have five cumulative years of experience in the medical administration field and a bachelor
degree in addition to two associate degrees. The combination of my experience, both on the
administrative side and on the technical side with hands on patient care, plus my education with a
background in science and nursing gives me an advantage in any medical setting and would be an
asset in any position to any clinic.
SUMMARY OF PROFESSIONAL HISTORY
Nov 2013 – present Medical Support Assistant, Laser Refractive Surgery Center
Patient Coordinator
ERP International, LLC at David Grant Medical Center
Travis Air Force Base, CA 94535
Apr 2013 – Sep 2013 Medical Support Assistant, Laser Refractive Surgery Center
Patient Coordinator
Leading Edge Enterprises, LLC at David Grant Medical Center
Travis Air Force Base, CA 94535
May 2011 – Mar 2013 Optometric Assistant
Huey and Hsiao Optometric Corporation, Travis Family Optometry
branch
Fairfield, CA 94533
Jul 2010 – Apr 2011 Medical Clerk Assistant, Ophthalmology Clinic
and Jul 2008 – Jan 2009 American Red Cross at David Grant Medical Center
Travis Air Force Base, CA 94535
Aug 2010 – Oct 2010 Substitute Teacher, Grades 1-3
Calvary Baptist Christian School
Fairfield, CA 94534
Jul 2001 – Sep 2001 Administrative Medical Assistant, Radiology Clinic
Spectrum Healthcare Resources at David Grant Medical Center
Travis Air Force Base, CA 94535
EDUCATION ADDITIONAL INFORMATION
•
Sep 2005 – May 2010 Medical Equipment
Degree: BS Interdisciplinary Studies –
Optometry/Ophthalmology equipment:
Science Cognate, Nursing Concentration
automatic refractor, lens meter, non-contact
Pensacola Christian College
tonometer, Humphrey visual field machine,
250 Brent Lane, Pensacola, FL 32503
funduscopy, OCT scanner
Aug 2001 – June 2005
• Hardware
Degrees: AS General Science;
AA Liberal Arts
PC; Network Fax, Printer, Scanner, Copiers;
Solano Community College
Pagers; Multi-line Phones, Cellular Phones
4000 Suisun Valley Road
•
Fairfield, CA 94534 Software
Jan 2001 – May 2001 Windows XP, Vista, 8; Microsoft Office Suite
Certification: Medical Administrative 2003, 2007/Vista, 2013
Assistant (Word/Excel/Powerpoint/Publisher/Outlook);
Fairfield-Suisun Adult School ALTA Point; OfficeMate; Composite Health
1100 Civic Center Drive Care Systems (CHCS); AHLTA; 65-wpm; 10-
Fairfield, CA 94533 key by touch
CPR AND AED Certified
American Heart Association
BLS for Healthcare Providers (Expiration
date: 29 Mar 2015, currently enrolled in
renewal course)
REFERENCES
• David Simon, Lt. Col, USAF, MD, FACS
Chief, Cornea/Refractive Surgery, Director of Warfighter Refractive Center
David Grant Medical Center, Travis Air Force Base, CA – 707-***-****
• Kevin Kalwerisky, Maj, USAF, MD
Ophthalmology Element, General Oculoplasty
David Grant Medical Center, Travis Air Force Base, CA – 707-***-****
• Damian Powell, TSgt USAF
NCOIC, Optometry Element AFGSC/SGOQA
Minot Air Force Base Hospital, Minot Air Force Base, ND – 701-***-****
• Christopher Kurz, MD
Virginia Beach Eye Center
Virginia Beach, VA – 757-***-****
• Adam Shamsuddin
School Administrator, Assistant Pastor, Fire Department Chaplain
Fairfield, CA – 707-***-****
DETAILS OF PROFESSIONAL HISTORY
Medical Support Assistant, Laser Refractive Surgery Center
November 2013 – present
ERP (Enterprise Resource Planning) International, LLC at David Grant Medical Center
101 Bodin Circle, Travis Air Force Base, CA 94535
I continue my role as a medical support assistant is that of the patient coordinator in the one of the
largest Refractive Surgery Center serving the military on the west coast. I am the liaison who coordinates
all the patients’ visits by handling all telephone, mail, electronic and personal correspondences of patients
and guiding them through the steps in the refractive surgery process. I initiate the review process of all
patient application submissions, determine their eligibility for the refractive surgery program, and
schedule their series of appointments for refractive surgery treatment from consultation to surgery.
In addition to coordinating treatments for patients, I also directly work with the refractive surgery
clerk, technicians, optometrists, program manager and surgeons in tracking, reviewing and maintaining
medical records within the clinic. I also keep in contact with refractive surgery staff in Lackland AFB
through submission of weekly reports.
Responsibilities:
o Prepares a wide variety of recurring and some nonrecurring correspondence, reports,
minutes and other documents.
o Proofreads/edits documents. Ensures procedural and grammatical accuracy, conformance
with general policy and factual correctness. Ensures coordination procedures are followed.
o Screens incoming mail and distributes to appropriate staff member; reroutes to other
organizations/offices, or handles personally.
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o Establishes and monitors suspense dates and brings to management’s attention any
conflicts in schedule.
o Receives telephone calls and greets visitors.
o Tracks the receipt of all necessary patient information and documentation prior to
treatment and tracks receipt of all follow up information following treatment
o Maintains and Excel spreadsheet log (or other current written/electronic log as
determined by Program Manager or Military Supervisor) of this information
o Reviews records to ensure proper and complete documentation prior to patient treatment.
o Able to assist the Medical Clerk as determined by the Program Manager or Military
Supervisor blocked filing system.
o Initiates and maintains medical records in accordance with prescribed directives.
o Files military forms documenting patient care into patient medical records.
o Conducts daily pull, delivery and retrieval of patient records.
o Searches for missing paperwork or records. Requests information pertaining to patient
treatment to pace in the medical record.
o Prepares reports regarding record statistics as necessary. Participates in records review as
part of the facility’s quality assurance program and in accordance with accreditation
standards.
o Schedules medical appointments and determines patient eligibility for services.
o Maintains appointment schedules using Composite Health Care Systems (CHCS) and
AHLTA.
o Validates eligibility through appropriate booking through Defense Eligibility Report
System (DEERS)
o Maintains accurate and up-to-date patient schedules and logs. Utilizes CHCS/AHLTA
system tools (detail codes, freezing slots and TRICARE on-line usage) to facilitate
maintenance of appointment slots, rescheduling options or cancellation processing.
Accomplishments:
• Maintain patient load resulting in nearly reaching the previous year’s number of surgery patients
in spite of a temporary shortage of surgeons and surgery days due to retirements and changes in
command
• Initiated the development of marketing strategies and developed custom flyers to get the word out
about the USAF-RS program at Travis AFB
• Worked with commanders and hospital staff to implement marketing strategies for the clinic
Medical Support Assistant, Laser Refractive Surgery Center
April 2013 – September 2013
Leading Edge Enterprises, LLC at David Grant Medical Center
101 Bodin Circle, Travis Air Force Base, CA 94535
My role as a medical support assistant was that of the patient coordinator in the one of the largest
Refractive Surgery Center serving the military on the west coast.
Responsibilities:
o Involves all of the same duties and responsibilities that I currently still have as the
incumbent patient coordinator, as listed above.
Accomplishments:
• Restored the number of surgery patients per week to exceed original goals and augmented the
number of surgery patients per month
• Reorganized filing system improving patient record tracking and maintenance
• Reformatted patient communication templates to clarify clinic policy and treatment procedures
• Contributed to excellent customer service resulting in the clinic-wide award of the “Best Care
Anywhere” Commander’s Trophy and Best Customer Service Certificate
Optometric Assistant
May 2011 – March 2013
Huey and Hsiao Optometric Corporation at Travis Family Optometry
301 Dickson Hill Road, Fairfield, CA 94533
As an optometric assistant, I performed both administrative and technical duties for a private
optometry clinic and optical in three clinics. Administrative duties included, but were not limited to:
scheduling, record keeping, filing, and billing insurances. Technical duties included, but were not limited
to: conducting screening pretest on patients, obtaining measurements for spectacle and contact lens
orders, cutting and edging spectacle lenses, and conducting patient trainings.
I also handled some managerial aspects of the office, in addition to performing administrative and
technical duties. I planned and coordinated clinical appointments and master schedules using the Alta
Point and OfficeMate computer systems, communicated new or current clinical policies, procedures,
instructions, regulations and recommendations to patients and staff, and ordered office and medical
supplies to maintain inventory.
Responsibilities:
Perform administrative, technical and managerial duties
o
Create, schedule, cancel and reschedule patient appointments utilizing Alta Point
o
and OfficeMate computerized systems
Schedule and coordinate return appointments. Coordinate appointments for surgery with
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other clinics in Northern California.
Determine patient eligibility for services through several insurance companies.
o
Receive, answer and relay incoming and outgoing telephone, paper and electronic
o
messages
Perform screening tests on patients using automatic refractor, lens meter, non-
o
contact tonometer, and Humphrey visual field test
Assist in sales, dispensing, and adjustments of glasses and contact lenses
o
Validates eligibility for services through several insurance companies and conducted
o
billing procedures
Interviews patients and obtains information regarding the type of medical problem and
o
prior to treatment received when scheduling patients/taking telephone consults.
Tracks the receipt of all necessary patient information and documentation prior to
o
treatment and tracks receipt of all follow up information following treatment
Maintain and review patient physical and electronic medical records to ensure proper and
o
complete documentation on appropriate forms.
Maintain an Excel spreadsheet log of monetary transactions
o
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Accomplishments:
• Reorganized filing system within first few months of work improving patient record tracking and
maintenance
• Developed new time sheet system that improved staff schedule management
• Responsible for product tracking, inventory and replenishment after a series of unfortunate thefts
• Researched, initiated, acquired and acted as liaison for Care Credit accounts for clinics in two
cities to provide financing options for patients to help cover out-of-pocket vision care and
products not covered by insurance
• Trained four new employees in new and current administrational and technical clinical policies,
procedures, instructions, regulations
Medical Clerk Assistant, Ophthalmology Clinic
July 2008 – January 2009; July 2010 – April 2011
American Red Cross at David Grant Medical Center
101Bodin Circle, Travis Air Force Base, CA 94535
I assisted the medical clerk of the ophthalmology clinic, and sometimes the Laser Refractive Surgery
clinic, by providing front desk coverage. I booked appointments, verified eligibility for care and answered
patients’ questions regarding eligibility and procedures for medical care while utilizing the office systems
including Composite Health Care System (CHCS), Defense Enrollment System (DEERS), AHLTA, and
Microsoft. I also retrieved, assembled, distributed and returned patient records as needed for each case.
Responsibilities:
Performed comprehensive computerized patient appointment scheduling, patient
o
administrative and clerical duties.
Received assists, screens all telephone calls and consults.
o
Interviewed patients and obtained information, both in person and over the phone,
o
regarding the type of medical problem and prior to treatment received when scheduling
patients/taking telephone consults.
Scheduled and coordinated return appointments. Coordinated appointments for surgery
o
with other clinics.
Reviewed medical charts to ensure appropriate forms are available and properly
o
annotated.
Prepared medical records for physicians and disseminates charts to applicable providers.
o
Utilized the CHCS and various computerized programs to retrieve patient information,
o
results, etc. as required by provider.
Received medical records daily and checked on daily scheduled appointments via the
o
CHCS computer system.
Accomplishments:
• Responsible for receipt and follow through on requests for treatment, scheduling and providing
preparatory instructions to patients for a variety of medical procedures, promoting timely patient
treatment.
• Aided in reaching clinic goals for patient and primary care physician referrals
Substitute Teacher, Grades 1-3
August 2010 – October 2010
Calvary Baptist Christian School
600 Gregory Lane, Fairfield, CA 94534
I supervised and managed an elementary class with students of multiple grades while the full-
time teacher was away on maternity leave. I taught daily academic lessons, including but not limited to
math, english, science, history, and art while also administering and grading weekly quizzes and tests.
Responsibilities:
o Lectured, reviewed, and used audiovisual teaching aides to present subject matter
to students of multiple grades
o Prepared, administered and corrected quizzes and tests; recorded results
o Maintained order in elementary classroom consisting of multiple grades
o Attended weekly academic staff planning meetings to coordinate teaching
schedules, material and events
Accomplishments:
• Taught first grade students how to read and write; and helped second and third grade students
improve with more complex reading and writing skills
• Developed and maintained daily class schedule to teach students importance of time management
Administrative Medical Assistant, Radiology Clinic
July 2001 – September 2001
Spectrum Healthcare Resources at David Grant Medical Center
101 Bodin Circle, Travis Air Force Base, CA 94535
I worked in the records room of the radiology clinic where patient records were kept and x-ray
films were processed, printed, reviewed and filed. I screened incoming calls and mail and distributed
each to the appropriate staff member, rerouted to other clinics, or handled them personally. I also
chaperoned and assisted in patient procedures when necessary.
Responsibilities:
o Provide service and assistance to patients, providers, and technicians
o Received, answered and relayed incoming and outgoing telephone, paper and
electronic messages
o Obtain, maintain, update and deliver medical records and forms for appointments
o Prepared patients and rooms for examination
o Collected and prepared specimens and chaperoned/assisted with ultrasound
procedures
o Maintained and retrieved patient records for scheduled appointments.
o Pulled charts daily for patients who are scheduled.
o Inserted any lab results or other results needed for review by the provider.
o Checked for patient identifying information on all documents.
o Filed all patient data upon receipt of information. Prepared file labels.
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o Audited filing sequences.
o Processed letters and reports.
o Distributed records or made copies of records in response to in-coming medical
release requests from patients, providers and staff. Distributed lab reports to
physicians, and materials to other departments.
o Requested information from various clinics; responded to correspondence
requests.
o Acted as front desk clerk when needed and performed related duties such as check
in/out patients, book appointments, and answer/direct telephone calls
Accomplishments:
• Facilitated patient dealings with radiology records maintenance and acquisition
• Alleviated patients’ comfort and peace of mind by accompaniment during procedures
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