Customer Service Support Assistant

Country of Citizenship: United States Veterans Preference: No

Advanced Medical Support Assistant

SUMMARY OF QUALIFICATIONS

Capable of effectively influencing employees and leading cultural change

Ability to build rapport easily and understand the customers’ needs.

Exceptional organization skills

Proficient with Microsoft Office Suite

Effective interpersonal skills, and able to incorporate professional phone or in person etiquette. Efficient with distraught customers and able to listen to support their concerns. Planner and problem solver focused on developing effective solutions with project goals. Able to foster a process, maximize effectiveness and efficiency, while never compromising safety. Self-driven, outstanding communication and customer service skills.

SKILLS

Health & Safety * Executive Presentations * Leadership Medical Terminology * Bilingual * EMR-Encoder Pro * Software Programming

Vista R-1 * CPRS * Vista Scheduling * Consult Tracking Manager (CTM) * Training

PROFESSIONAL EXPERIENCE

MSA – GS-5 40hrs Nov 2022 – Pres Veteran Hospital Long Beach, CA Emmanuel Arcangel 562-***-****

Experienced in supporting ENT/Plastics, Podiatry, Interdisciplinary pain, Anti-Coagulation, Nutrition, and Orthopedic Clinics

Accurately scheduled/rescheduled Veteran appointments using Vista Scheduling Enhancements (VSE), (CTM), Computerized Patient Accordance Record System (CPRS), and VA Video Connect (VVC)

Demonstrated the utmost in ethical and moral standards by setting the example, giving respect, and showing compassion when listening to Veterans.

Displayed helpful, proactive service to resolve any misunderstandings, skepticism, or Veteran concerns.

Interpreted from Spanish to English for Veteran’s families as needed.

Completed all TMS training for current grade and self-assigned extra training.

Ability to build rapport and effectively communicate with personnel of different ages, gender, race, ethnicity, and socio-economic background, while simultaneously building trust

Adjusted changes in VHA directives, regulations, and any hospital policies regarding appointments or COVID –19 protocols.

Maintained an organized and environment of care compliant work area.

Completed all safety trainings, properly safeguarded sensitive materials. Ensured the safeguarding of Personal Identifiable Information (PII) compliant, in accordance with Privacy and Security Rules and pursuant to the Health Insurance Portability and Accountability Act (HIPAA)

Elicited Veteran feedback to support any need that was not met during appointment.

Maintained and applied knowledge of administrative principles, practices, procedures, methods, techniques, and standards.

Communicated with multi-disciplinary teams (e.g., chaplain, physicians, families, patient advocate, and police) to assist in supporting our Veterans.

Scheduling pre-op in addition post-op appointments for surgery.

Receptionist - 40 hrs. Sep 2021 – Oct 2022 Baker Ranch Dentistry Lake Forest, CA Dr. Ramin 949-***-****

Greeted patients upon arrival to the Dental Office, managed patients’ information and ensured information was correct to receive services.

Assisted clients with full disclosure of their cost for services being provided.

Verified/updated demographics and insurance information.

Performed other administrative tasks.

Scheduling patients in accordance with physician and/or office guidelines as well as provided patients with appointment details such as time, and services.

Medical Records Clerk - 40 hrs. Jul 2017 – Nov 2019 Lakewood Gardens Downey, CA Silvia Reyes 562-***-****

Provided customer service, and effectively routed phones to direct line/emails.

Collaborated with staff and ensured the office was kept running smoothly and continues providing outstanding services.

Organizing patients’ files, records, as well as filing them in alphabetical order for ease of access of future services

Ensured all Personal Identifiable Information was safeguarded.

Community Liaison - 40 hrs. Jan 2016 - Jun 2017 Dialysis Education Services Bellflower, CA Michael Morales 562-***-****

Provided exceptional customer service speaking on behalf of DES linking them to other organizations who shared similar interest.

Appointed to display presentations in both Spanish and English and directly contacted facilities to place students in hospitals, clinics such as DaVita and Veteran Hospitals

Created a solution to ensure the school continued its mission to improve the delivery of quality healthcare as well as ensure students received the best education experience.

Facilitated team meetings to create new ideas in support of attracting new students into our school programs.

Education

Diploma HealthCare Administration- Fremont University, Cerritos, CA

Associates of Science Health Information Technology- Fremont University

Chancellor’s award recipient for achieving a 4.0 grade point average.

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