Service Advocate Medical Assistant

Ivelis DeJesus

**** ******* **. ****** **** Fl, *4606 Phone: 352-***-**** Email: *******.*******@*****.***

SUMMARY:

Professional bilingual-Spanish, Medical Assistant with strong, interpersonal, computer and organizational skills with a keen ability to multitask a variety of challenges and responsibilities.

EDUCATION:

SBI Campus- an affiliate of Sanford-Brown, Melville, NY

Associate Degree in Medical Assisting, 07/2012

Completed an 80 week program comprised of theoretical and practical applications of essential Medical Assisting skills which included the following:

●Administrative Skills – Medical Office Procedures, Health Insurance Claims Processing, etc.

●Clinical Skills – Taking Vital Signs, assisting in Physical Examinations, Electrocardiography, Clinical Asepsis, and Sterilization Techniques etc.

●Laboratory Skills – Phlebotomy (Finger Sticks and Venipunctures), Smear Procedures, Strep Tests, Urinalysis, and Specimen Collection

●Medical Terminology, Anatomy and Physiology, and Pharmacology

EXPERIENCE:

Alorica WAH

Customer Service Advocate (2/11/22-Current)

●Maintain and update customer information as necessary

●Calmly attempt to resolve and de-escalate any issues

●Respond to requests for assistance and /or possible authorizations.

●Tracked call-related information for auditing and reporting purposes

●Provide feedback reports on all calls including but not limited to Issues

●Upsells to Customers as necessary

●Manage large amounts of incoming calls

●Identify and assess customers' needs to achieve satisfaction

●Build sustainable relationships of trust through open and interactive communication

●Provide accurate, valid, and complete information by using the right methods/tools

●Meet personal/team sales targets and call handling quotas

●Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution

●Keep records of customer interactions,and process customer accounts

●Follow communication procedures, guidelines, and policies

●Go the extra mile to engage customers

●Resolved Customer complaints via phone, email, and mail Advanced Imaging Center

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