Customer Service Nursing Assistant
Resume:
ROSSMERY TORRES
P R O F E S S I O N A L S U MMARY
Compassionate Certified Nursing Assistant with extensive experience in long-term care, assisted living, and rehabilitation. Strong clinical skills in vital sign monitoring, patient hygiene assistance, and medication administration. Proven ability to build rapport with patients and families while upholding professional standards. Previous roles resulted in enhanced patient satisfaction and improved quality of care. E M P L O Y M E N T H I S T O R Y
CNA/Medication Aide
Red Cedar Lodge Lansing, MI November 2022 - May 2025 CNA
The Willow Of Okemos Okemos, MI June 2023 - January 2025 Bilingual Mortgage Specialist
First National Bank of America East Lansing, MI September 2021 - April 2023 Addressed patient call lights and requests promptly with accuracy. Supported patients in ambulation and transfers while ensuring proper body mechanics.
Enhanced personal hygiene by assisting with shaving, bathing, and teeth brushing activities.
Facilitated transport of residents within facility as necessary. Conducted vital sign assessments, focusing on blood pressure and temperature readings.
Quickly reported patient condition changes to registered nurse or physician. Exhibited outstanding customer service skills during interactions with patients and families.
Prepared and distributed medications based on physician's orders using correct procedures.
Monitored food intake and output according to nursing staff directives. Transported residents throughout facility as required. Responded promptly to patient call lights and requests. Assisted with daily living activities, including bathing, dressing, and grooming. Provided hands-on nursing care under direct LNP/RN supervision, following medical center policies.
Conducted routine checks on patient vitals, including blood pressure and heart rate.
Documented activities and recorded information in EMR system accurately. Performed patient check and change or toileting every two hours. Managed mortgage payment processes and provided bilingual customer support in Spanish.
Analyzed complex mortgage accounts to develop tailored payment solutions. Orchestrated effective account recovery strategies, maintaining high bilingual service standards.
Streamlined payment workflows for concierge accounts with precise documentation and translation services.
A R E A S O F E X P E R T I S E
Customer Service Operations
Bilingual Customer Service
EHR Systems
EPIC
Fidelio
NextGen Healthcare
Meditech
CRM Systems
Payments Wizard
Adobe
Microsoft Office
Google Workspace
Vital sign assessment
Medication administration
Patient documentation
Customer service
EMR management
Personal hygiene support
Lifting and transferring
Attention to detail
HIPAA compliance
End-of-life care
Active listening
Flexibility and adaptability
Alzheimer's and dementia care
Emergency response
Wound care
Bedside manner
Positioning patients
Light housekeeping
Urinary catheter care
C O N T A C T
********.*.******@*****.***
Lansing, MI 48906
Bold Profile
E D U C A T I O N
Medical CNA
DRM, Lansing
October 2023
Bilingual Customer Service Representative
CDC Vaccination Support Lansing, MI April 2021 - September 2021 Practice Operations Manager
Center for Vein Restoration Grand Rapids, MI November 2019 - May 2021 Acquisitions Trainer
Center for Vein Restoration Greenbelt, MD May 2016 - December 2018 Medical Office Manager
Physical Therapy DE Middletown, DE January 2014 - May 2016 Fostered client financial success through strategic consultation and escrow management expertise.
Managed Spanish bilingual vaccination inquiries, coordinating with medical teams to resolve public concerns and maintain health guidelines. Streamlined call center operations using trend analysis, implementing data-driven solutions for improved service delivery.
Collaborated with nurses to ensure accuracy of vaccine information and communication.
Evaluated staff performance, recommending strategies to enhance team productivity.
Oversaw operations of 7 medical practices, enhancing scheduling, billing, and patient care efficiency.
Reduced claim resolution time through streamlined insurance processing and improved communication protocols.
Strengthened team capabilities with comprehensive staff training programs across multiple sites.
Recruited, trained, supervised, and evaluated staff members. Maintained accurate records of all billing information including payments received from patients or insurance companies.
Reviewed patient records for accuracy and completeness prior to submitting claims to insurance companies or government agencies. Executed comprehensive staff training initiatives for acquired practices, promoting seamless software adoption and compliance.
Facilitated integration of new practices through collaboration with department heads to ensure success.
Trained new staff on policies and software, ensuring smooth transitions and adherence to protocols.
Managed patient data migration and travel logistics to enhance operational efficiency.
Managed daily clinical office operations, including patient room preparation, supply inventory management, and therapy equipment maintenance protocols. Streamlined medical office workflows through integrated scheduling, insurance processing, and EHR systems, enhancing operational efficiency. Coordinated patient care logistics, optimizing appointment scheduling and treatment plan execution.
Facilitated bilingual communication between healthcare providers and Spanish- speaking patients, enhancing treatment understanding and outcomes. Associate's Degree
Business Management
Mount Wachusett Community College,
Gardner, MA
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