Customer Service Medical

Alejandra Mora

CMO - Montefiore Contact Center

Bronx, NY

*****@**********.*** - 917-***-****

Authorized to work in the US for any employer

WORK EXPERIENCE

CMO

Montefiore Contact Center - Tarrytown, NY - May 2014 to Present Quality Analyst-Strategic Management

Monitor calls for Customer Service Liaisons across 10 lines of business and coach back results Assist all liaisons to achieve personal mastery of their job responsibilities and assist them to meet call center goals

Ensure all staff meets all performance standards; identify trends, and training needs. Facilitate Customer Service Skills trainings for all new staff Create quality focused interactive training programs to maintain consistent quality service. Assist Operations by providing New Hire Assessments and any necessary feedback Audited Calls for Cardiology and Pediatric Departments for Process Improvement CMO Contact Center

Montefiore Contact Center - Tarrytown, NY - June 2013 to May 2014 Customer Service Liaison

Serve as a liaison between patients and facilities for various departments Handle an average of 50 calls per day

Offer patients Montefiore's Relay Health program

Schedule appointments for ten Montefiore clinics

Schedule hospital discharge appointments using HospitaList discharge program Register new patients, update and confirm demographic information Request prescriptions and referrals and send confidential messages to nurses and physicians while continuously maintaining confidentiality within HIPAA guidelines Provide daily callbacks for IVR Reminder Calls Report Program, ensuring internal medicine, pediatric and specialties for the Comprehensive Family Care Center are up to date by confirming with patients. Provides the site a daily report in a timely manner with an average of 300 patients on each list Inpatient/PACU Registrar

Hospital for Special Surgery - New York, NY - October 2011 to June 2013 Responsible for discharging and transferring Patients using the hospital's registration system Responsible for responding to Call Bell System for 37 bed unit in a timely manner Assist patients on the floor and relay messages to appropriate staff regarding patient care Updating Premise bed management system

Assist Nurse Manager and Charge Nurses as needed

Assist with patient transport when necessary

Responsible for answering multiple telephone lines Medical Secretary Level 8

St. Luke's-Roosevelt Hospital Center - New York, NY - March 2009 to June 2010 Perform secretarial functions for three physicians in Obstetrics and Gynecology practice. Greet and check in patients

Collection of fees

Scheduling new and follow up office visits

Managing heavy phone volume

Triaging patient calls for physicians

Preparation of physician on call schedule

Ordering office supplies

Preparing cash and billing records for the Billing Department Managing records storage

Legal Secretary & Calendar Clerk

Lesch & Lesch, P.C - Bronx, NY - June 2008 to March 2009 Preparation of various documents:

Closing Statements, Draft Motions, Summons & Complaints Subpoenas, Notices of Intent, Bills of Particulars and Notices for Trial Set up and confirm depositions including preparing clients prior to depositions Interview new clients, prepare files for new cases Translate to Spanish when necessary

Assist paralegal

Court Reporter

Lesch & Lesch, P.C - Bronx, NY - June 2008 to March 2009 Set up and test equipment used for depositions

Type depositions via laptop computer

As Notary, swear in plaintiff and/or defendant

Proofread and edit transcripts

Tax Associate

Tax Season - Bronx, NY - 2007 to 2008

Identified the client's needs

Prepared complete and accurate Federal and State tax returns Introduced clients to and offered other H&R Block products and services with the goal of achieving their financial needs

Health Information Management Correspondence Secretary Hospital for Special Surgery - New York, NY - May 2004 to November 2006 Handled requests and subpoenas from law firms

Supervised duplication of medical records

Pulled Charts for Finance department via email requests Sorted and delivered correspondence

Pulled charts on a bi-weekly basis for the NYS Disability Auditors Answered phone calls, covered the front desk and other duties as assigned by the Director Radiology File Clerk

Hospital for Special Surgery - New York, NY - January 2002 to September 2003 Handled voicemail messages from patients requesting copies of their films Photocopied films and mailed them out to patients

Received and processed payments

Answered phones, filed and retrieved patient folders and sent them to the appropriate physician offices EDUCATION

Certification in CPR and AED program

Montefiore Medical Center-EPIC Systems

2015

High School Diploma

Academy of Mount Saint Ursula - Bronx, NY

1997

CUNY Hunter College - New York, NY

CERTIFICATIONS

EPIC Credentialed Trainer in Cadence and Prelude

EMT-B

2016

ADDITIONAL INFORMATION

I am a dedicated, organized professional with solid experience in healthcare and customer service areas with the ability to work effectively with exceptional time management skills. I have excellent communications, organizational and analytical skills. I have a demonstrated track record of helping patients and other customers effectively and compassionately. I have demonstrated leadership and teambuilding skills throughout my career. I am proficient in Microsoft Word, Outlook and Excel and trained in IDX, Carecast, and EMR. I am a credentialed trainer for EPIC-Cadence/Prelude. My knowledge of medical and legal terminology and bilingual Spanish allows me to be an asset to any customer-centered organization.

Contact this candidate