Mary L Cortes

Ph. 240-***-****

Personal Objectives

To develop a long term relationship where I may leverage my interpersonal skills, communication talents and business experience to benefit a company while allowing continued personal growth.

Soft Skills

• Languages: Bilingual Translator fluent in both Spanish and English inclusive of Medical Terminology

• Technical: Knowledge of standard office software products i.e., MS Office Suite, Word Perfect, Power Point, Medical Microsoft Windows, Quicken 2000, EPIC,

Kaiser Permanente- Quality Assurance Int. 6/11/2011 to present.

Excellent interpersonal, verbal, and written communication skills.

Demonstrated ability to compose high quality, compliant, grammatically correct, detailed written communication.

Ability to identify all issues of a member’s concern, gather, assess, and present information.

Ability to prioritize work and ensure all compliance elements are met.

Demonstrated conflict resolution and mediation skills with ability to secure action from multiple stakeholders.

Ability to use sound judgment and critical thinking to handle complex issues independently, but with the knowledge and ability to escalate and ask for help when needed.

Ability to multitask and manage time in order to perform well on long term projects while being flexible enough to assimilate short-term projects on an ongoing basis.

Ability to work collaboratively with peers in self-managed teams.

Demonstrated ability to work in a time-sensitive environment.

Ensures regulatory compliance with work product.

Extensive working knowledge of personal computers to include Windows based software applications, and the Microsoft suite of products including MS Word, Excel, and PowerPoint.

Preparing and implementing quality assurance policies and procedures.

Performing routine inspections and quality tests.

Identifying and resolving workflow and production issues.

Ensuring that standards and safety regulations are observed.

Addressing and discussing issues and proposed solutions with superiors.

Documenting quality assurance activities and creating audit reports.

Making recommendations for improvement.

Creating training materials and operating manuals.

Kaiser Permanente- CSR October 2010 6/10/2011

Directed inbound phone traffic, and first point of contact for greeting new and current clientele, and first point of contact for greeting new and current clientele, Execution of data entry for all members’ patient information and accountable for mail services and inter office distribution, relocation services throughout the industry, specialty care for children and the elderly, case management research in addition to client information verifications. Additionally assisted Claims Representatives, input of client’s medical and claim information, conjunction with production of legal forms, drafting of correspondence, internal filing and processing of workman compensation detail. Processing, billing, reviewing insurance claims and associated accounting tasks. On a daily basis I was call upon to deal with many different operational aspects inclusive of handling of release records, case research and verification of information requested by clients/Members’. Offer assistance with members’ / patient complaints.

Connecticut Veterinary Center- Front Desk Assistance Apr 2006 - May 2009

Directed inbound phone traffic along with setting appointments and first point of contact for greeting new and current clientele. Execution of data entry for all patient diagnosis information and accountable for mail services and inter office distribution. and first point of contact for greeting new and current clientele Additionally, assured that all rooms were properly stocked with necessary medical supplies and required equipment.

Work Life Innovations - E.A.P Administrative Assistant Jun 2005 - Jan 2006

Day to Day activities included intense involvement with employees on personal and work related issues, detailed research of physical therapy, educational grants, medical grants, relocation services throughout the industry, specialty care for children and the elderly, case management research in addition to client information verifications. Additionally assisted Claims Representatives, input of client’s medical and claim information into CMS/Telnet while researching and compiling adjuster’s information for anonymous mail and office equipment.

Law Offices of Lepine & Associates – Paralegal Jun 1998 - Jan 2005

Primary phone contact during office hours in conjunction with production of legal forms, drafting of correspondence, internal filing and processing of workman compensation detail. Addition duties included scheduling of all appointments, processing billing, reviewing insurance claims and associated accounting tasks. Daily I was called upon to deal with many different operational aspects inclusive of handling of release records, case research and verification of information requested by clients.

Morales Construction Co. – Administrative Assistant Mar 1995 – Sep 1997

Administration of inbound phone requests along with setting appointments and client services. Handling and processing of client project documents (blueprints, legal agreements etc.). Performed data entry, booked travel and managed the itineraries for the firms’ project management team.

Hartford Hospital - Dietician-Nurse Assistant Jan 1989 – Jan 1995

Facilitation and execution of the following tasks and duties;

• Blood transport

• Providing for Patient supply needs

• Monitoring of vital signs

• Taking blood pressure

• Recording patient chief complaints

• Medical transcription

• Booking specialty tests

• Addressing specialty patient food services and dietary balance

Hartford Hospital – Receiving Jan 1988 – Jan 1989

Performed in the capacity of Customer Service and interacting with Sales Staff on new medical products and equipment. Additionally executed the following tasks and duties;

• Processing of Purchasing Requisitions

• Execution of inventory

• Data Entry

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