Advanced support Assistant, customer service Rep, inbound and outbound
Resume:
Ercilia Haro Serrano
Reno, NV 89509
775-***-**** Cell
************@*****.***
Career Objective
Full-time Remote position.
Experienced in Call Center, Inbound and outbound calls. Appointment scheduling, Transferred calls to Front office duties and Administrative Assistant in Dental Offices as well as Insurance Agencies, Dental Assistant providing Medical Support Assistant duties in the Dental Clinic, Mental Health Clinic, Specialty Medical Clinic for VA Sierra Nevada Health Care Systems for four years as G6 step 10 paygrade. I work well independently as well with others, setting priorities and organize work to meet deadlines, ensuring compliance with established processes, policies, and regulations. Able to communicate tactfully and effectively, electronically, by phone, in person, and in writing, with internal and external customers. I’m great at problem solving and have excellent people skills, and exceptionally resourceful and excellent time management skills.
I have established great relationships with Veterans in the Dental Clinic and Main Hospital Clinic settings by providing excellent care and helping them schedule their appointments and gained experience in using Vista, CPRS, Vet Link, DRM Plus, and Visual Aid which allows me to assist Dentists in maintaining good public relations.
● Medical Service at Sierra Nevada Health Care Systems Medical Support Assistant GS 6-10 49 hours a week.
• Dental Service: Dental Assistant GS-6-10
• 40Hrs/Week
• Experienced using programs CPRS, Vet link, Visual Aid, a R01 Vista and Vista Scheduling, Excell, Word, PowerPoint.
• Excellent communication skills
• Advanced training in MSA duties
• Excellent ability at scheduling and canceling appointments for veterans
• Bilingual in English and Spanish
• Extremely self-motivated, resourceful and problem solver
• Excellent team player and works well independently
• Able to remain focused and positive in high stress situations Experienced in Call Center, Data Entry, Excellent Customer Service Skills, Inventory Control and ordering. Thorough knowledge in Vista Scheduling, VetLink, CPRS, DRM Plus, Visual Aid, Dentrix, Insurance Billing, Eligibility, EagleSoft, Dexis, Schick, and Romexis digital imaging,
• Experienced in appointment coordinating, accounts receivable, and insurance billing, excellent customer service skills.
. Fluent in English and Spanish.
. Experienced in patient treatment presentation and acceptance.
. Impression taking and pouring up models
CPR
Treatment Planning and scheduling
Experienced in teaching English in Elementary, Middle and High School level. Experience
Online Teaching
English teacher
Virtual classes via Zoom
January 2021-Present
Advanced Medical Support Assistant, August 31,2020 - December 12,2020. VA Sierra Nevada Health Care Systems, Remo, NV
Advanced Medical Support Assistant January 5, 2020-Aug 30, 2020. Mental Health, VA Sierra Nevada Health Care Systems, Reno, NV
Dental Assistant August 22, 2016 – January 3,2020
VA Sierra Nevada Health Care Systems
Dental Service, Reno, NV
Duties performed: Answered calls in Call Center and scheduled appointments for Veterans with Mental Health Providers. Worked in call center for Medicine Services as a scheduler and in Medicine Specialty Clinic greeting patients and scheduling appointments. Chairside assistant duties in restorative, prosthodontics, and surgical, provided in general dentistry in Dental Service. Appointment scheduling for Veterans utilizing VistA Scheduling, experienced with Ro1 Vista and VetLink. Confirming and contacting Veterans to schedule appointments. Maintain dental equipment in clean and operative condition. Store and maintain levels of supplies and prepare patient operatory and assist in monitoring patient’s vital signs and adhere to aseptic precautions during and throughout dental procedure. Prepare and arrange instruments and material needed for each procedure. Impression taking and pouring up models. Operatory set up. Maintaining work flow by assisting other chairside assistants set up and break down of operatory. X-ray taking, impression taking and pour up. Front Office: September 23, 2014 – August 18, 2016, Dr. Roland Postlewait, Reno, NV
Duties performed: Data Entry, Confirmed Eligibility, created reports Scheduling and confirming appointments, answering phones, handling accounts receivables, insurance billing, posting insurance payments. Filing and pulling charts, preparing the schedule for the following day. Seating and dismissing
patients. Ordering front office supplies. E-mailing x-rays to specialty offices and coordinating appointments between our office
and specialist, such as oral surgeon, endodontist, periodontist and orthodontist. Keeping track of recalls and making sure patients
stay on regularly y recall visits.
Administrative Assistant: June 2013- September 17, 2014 Haro Insurance Services, San Pablo, CA 510-***-****
Duties: Answering phones, gathered information for Insurance Agent for Home, Auto, and Commerical Insurance Quotes, Inventory Control and ordering supplies for Agency. Quotes for Mortgage Companies, and submitted claims to Insurance Companies, collected payments for premiums, provided proof of insurance. Assisted clients in filing claims. English Teacher: July 2011-May 2013
Colegio Humane, Leon Guanajuato, Mexico
Duties: Instructed 5th, 7th, 8th, and 9th grade students to read, write and speak English Prepared lectures, assignments, test and graded children. Provided music and slideshows to help children learn the English
language. Worked with PowerPoint, Excel, and Word
Acquired teaching certification as an English teacher in a Montessori school. Front Office/Dental Assistant June 2010- July 2011 Temporary Fill-Ins Littleton, CO
Duties: Fill in as a Dental Receptionist,
Answered phones, scheduled appointments, confirmed dental appointments. Filed insurance claims and responsible for accounts receivable.
Front Office/Dental Assistant, May 2002-June 2010, Eric Dean D.D.S.
Sparks, NV 775-***-****
Duties performed: Chairside four handed assisting, taking alginate impressions, assisted in final impressions, making temporary
crowns. Took x-rays, tray set up, cleaned and stocked rooms. Ordered dental supplies for the back office. Assisted hygienist in
room set up and breaking down trays. Mixing cements for seating crowns and temporary crowns, worked with Cerec machine to make permanent crowns while doctor supervised. Sterilized instruments and experienced in tray set up. Mixed impression materials for final impressions, assisted in packing cord. Worked as a front desk receptionist as well. Answering phones, handled account receivables, insurance billing. Confirming and scheduling appointments. Translated Spanish to English. Trained in Osha and handling hazardous waste materials.
Dental Assistant, Jan 2001 - May 2002
Kenneth Childers, DDS,
Oakland, CA 510-***-****
Duties performed: Chairside assisting, impression taking, clean and set up rooms, tray set up, sterilize instruments and handpieces, x-ray taking, scheduling patient appointments. Develop x-rays.
Used SoftDent software. Seated and dismissed patients. Dental Assistant, February 1998- December 2000
Penelope S. Yip D.D.S. Berkeley, CA 510-***-****
Duties performed: Chairside assisting, impression taking, poured up models using stone, took x-rays. Made temporary crowns, set up rooms and trays. Sterilized instruments. Ordered supplies, seated and dismissed patients.
Dental Fill-In Assistant, January 1996- January 1998 Dental Power, San Francisco, CA 415-***-****
Duties Performed: Chairside assisting, on call for dental assisting fill in. Took x-rays, took impressions, poured up models. Tray and room set up for dental procedures. Prepared set ups for the following day. Assisted hygienist and room and tray set up, Confirmed appointments, and scheduled appointments. Worked in General and Oral Surgery offices. Assisted with General Anesthesia for Oral Surgery Procedures, went over post op instructions with patients after surgery.
Dental Assistant/ Receptionist July 1989-December 1995 Kenneth Mizono, D.D.S. Albany, CA 510-***-****
Duties Performed: Dental Assisting, take and develop x-rays. Took alginate impressions, poured up models. Tray set up, sterilize instruments, disenfect rooms and prepare them for the next patient. Seat and dismiss patients, went over patient care and post operative instructions.
Translated from English to Spanish for our non-English speaking patients. Filed and pulled charts for the day. Confirmed appointments, prepared treatment plans, made financial arrangements. Collected and posted payments. Insurance billing, and handled accounts receivable.
CPR Certificate 2019
Insurance Agent License 2013
Contractor’s license 2009
X-ray license Certification 1989
Dental Assistant Certification, 1989
National Education Center, San Francisco, CA
REFERENCES
ASHLEY MORGAN 775-***-****
DR. ERIC DEAN 775-***-****
DR. KELLY HICKLIN 775-***-****
KYM MARNEY COSE 775-***-****
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