Versatile

Heidy Sakura Reilly

**** ***** ****** **, ** ****0 718-***-**** ************@******.***

PROFILE SUMMARY

Bilingual (Spanish and English), over 17 years of customer service, four years of call center experience, strong written and oral communication skills. Trained and experienced in resolving customer complaints. Published a novel in 2017. Experience with Electronic Medical Health Records. Certified in CPR/AED/First Aid, and Blood Borne Pathogens.

EDUCATION

STRIVE/New York, NY April 2020 – July 2020

Health & Office Operations Training: Job Readiness, Electronic Medical Records, Microsoft Word, Excel, Power Point, and Outlook; CPR, First Aid/AED, and Blood Borne Pathogens

Certifications Received: July 2020

Medical Office Assistant Online Training Certificate: HIPPA training, Medical Terminology

AQUATIC SOLUTIONS/NEW YORK, NY November 2021-November 2023

CPR/First Aid/AED

Monroe Community College January 2023- Present

Attending to acquire Associate’s in Psychology

PROFESSIONAL EXPERIENCE

Liberty Dental Plan Bilingual Member Services Representative June 2023 – PRESENT

Answering 80+ calls per day

Knowledge of dental terminology and practices

Conducting outbound calls and/or campaigns when directed

Thoroughly documenting all customer transactions in host system

Maintaining a quality score of 96.5% or greater.

Adhering to scheduled shifts to ensure optimal phone coverage.

Safeguard and secure all PHI

Work with Genesys, CRM, MediTrac

Community Healthcare Network Center Manager June 2023- January 2024

Be visible and manage the front desk to ensure proper scheduling and uninterrupted patient flow, including performing the actual duties wherever volume deems it necessary with the Center

Work with patients waiting at the center to find ways to provide them superior customer service

Ensure providers, nurses, and other staff are appropriately scheduled by their managers by reviewing assignments at least two weeks prior to the assigned date

In collaboration with front desk staff to ensure that provider schedules are appropriately filled

Keep Practice Administrator promptly and fully informed of all problems or unusual matters of significance and takes prompt corrective action, where necessary, or suggests alternative courses of action which may be taken

Address and respond to common inquiries or complaints from patients, and co-workers

Ensure efficient patient flow, by assessing availability of appropriate team members

Review ongoing performance results to targets

Lenox Hill Hospital Administration Support Associate May 2022 – June 2023

Schedule appointments for assigned doctors

Understand and learn cardiology terminology

Answer phone calls, emails, and fax documents

Collect payments and copayments using Athena application

Verify and allocate insurance before each visit

Use Sorian, Athena, and Allscripts to schedule, revise, and correct payment information, patient demographics

Enter all patient demographic information into the EMR

Collects and scans medical into electronic database

Mount Sinai Hospital Patient Equipment Transport November 2020 – June 2022

Receive and deliver various medical equipment for patients across the hospital campus

Act as liaison between nursing, technicians, and equipment management

Perform sterilization of dirty or compromised tools and equipment

Build, deliver and receive various types of crash carts and intubation kits for patients of all ages and conditions across the hospital

Certified Crash Cart Technician

Place bed orders and report compromised blood bank levels using EPIC

CHCA System Verification Coordinator January 2019 – January 2020

Actively monitored over 150 HHA hours by using HHA Exchange

Update and verify financial information

Conflict resolution

Contact over 20 patients daily to verify coverage hours

Redirect phone calls to proper departments

Supervise and coordinate over 30 home health aides daily

CHCA/Bronx, NY Home Health Aide/Patient Care Assistant December 2017 – June 2019

Take patients vitals, blood pressure, and temperature

Assist in daily activities such as: turning & ambulating, provide light cooking

Remind client to medications when needed

Basic medical terminology use

Observe, record, and report any/all changes in patient’s health

Kings Thai Boxing Operations Assist. Supervisor January 2011 – December 2014

Run the floor and assist in setting the Muay Thai schedule

Learn to use a new system to ring up customers

Actively try to sign up at least 3 members daily

Order new inventory and double the stockpile

Learned how to accept rejection when trying to register new customers

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