Client Support Analyst and Health Educator

Isamarys Frias

Smithfield, NC ***** +1-919-***-**** ******@*****.***

Authorized to work in the US for any employer

Work experience

Client Support Analyst

Community Care of North Carolina Raleigh, NC

April 2015 to February 2024

• Deliver service & support to end-users via various methods including telephone, email, remote connection or Internet;

• Research required information using available resources and conduct root cause analysis on given issues;

• Offer appropriate solutions with the objective of maintaining high customer satisfaction and retention,

• Follow up and make scheduled call backs to customers where necessary;

• Monitor trends based on tickets, issues, queries, and through these tools make recommendations on how to improve the quality of service as well as reducing repeat contacts;

• Stay current with system information, changes and updates while gaining a moderate level of understanding of application goals, functions, and logic;

• Redirect problems to appropriate resources or, when necessary, escalate issues to a higher-level support team;

• Accurately process and record call transactions & activities using a computer and designated tracking software;

• Develop and update workflows and materials to support operational processes of Client Services;

• Follow standard processes and procedures;

• Interact effectively with all levels across the organization while building strong relationships throughout the company Health Educator

Community Care of North Carolina Raleigh, NC

October 2014 to April 2015

• Make follow up calls to Medicaid patients that have been seen in the ED

• Educate patients and provide alternatives to avoid an unnecessary ED visit

• Call Spanish/English speaking new patients to educate about Medicaid and primary care doctor Labor & Delivery Triage Secretary/Technician

WakeMed Raleigh, NC

September 2010 to April 2015

• Audit patients’ charts to assure adequate forms are available and complete

• Keep current and accurate the patient locator board as appropriate to unit

• Keep current on computer system changes and orients new staff

• Assures requisitions and specimens are delivered at designated times

• Deliver requisitions and specimens as assigned

• Transports and discharge patients as needed

• Translate for nurses or physicians if necessary

Research Assistant

UNC Raleigh, NC

July 2013 to April 2014

• Patient follow up

• Patient recruitment

• Patient phone interviews

• Gather and organize data

• Obtain informed consents

• Screen eligible participants

• Maintained medical records

• Specimen collection and shipping

• Handled all payment distributions

• Spanish translation for research nurses to consent patients Program Assistant at the Department of Juvenile Justice System The Floating Hospital Bronx, NY

March 2008 to May 2010

• Spanish translator for medical providers

• Respond to mandatory court orders to the general counsel’s office

• Retrieve emails from the general Djj outlook mail and forward information to appropriate personnel

• Prepare, update and maintain the monthly calendar which includes clinic appointments and referrals

• Organize juvenile list of medications given on a daily basis

• Schedule all visits with doctors for inbound and outbound clearance Education

Medical Office Administration (A.S.)

Katharine Gibbs School New York, NY

2004 to 2006

Skills

Incident management Hospitality Software issue identification Technical Proficiency Epic Credit report analysis Social media management Appointment scheduling Customer support iOS Canvas Management Paid advertising User training (technical support) Escalation handling Administrative experience Motivational interviewing Proofreading Desktop Support Software troubleshooting Negotiation Systems & applications support Medical coding Editing Technical writing Working with people with disabilities Enterprise EHR Time management Jira TeamViewer Epic Hyperspace Analysis skills Office management Delivery driver experience Quality control Informatics Center Software testing Customer support technician experience Help desk support experience Phone communication Medical Terminology Interpersonal skills Microsoft Excel Outbound sales Documentation review Bookkeeping Database management Productivity software Customer relationship building Customer communication Cross-functional collaboration Debt settlement specialist experience Technical troubleshooting support Telecommunication Calendar management Software development Account management Photo editing Record keeping Google Ads Facebook Analytics Medical billing Medical transcription CRM system proficiency ServiceNow Data entry Problem management Skype Problem solving Issue tracking Computer skills Teaching QuickBooks Mac OS SaaS Deal closing Patient interaction Writing skills Technical support Training & development Social listening Client interaction via phone calls Active listening Google Suite Problem-solving Help desk systems Databases Supervising experience Content creation SharePoint Critical thinking Interviewing VPN OSHA Zendesk Product management Call center Grocery store Patient monitoring Windows Typing 45-50 WPM Bilingual; Fluent in Spanish Instructor-led training (training delivery method) Office experience Phone inquiries Medical insurance coverage verification Hospitality online booking platforms Data analytics Health coaching Experience working with students Training Debt settlement analysis Computer literacy Medical Collection Cloud-based systems Organizational skills Log analysis Provider Portal Inside sales Grammar Experience Test cases Project management Citi Certification Live chat Microsoft Word Software training Credit analysis Outbound calling Medical scheduling Microsoft Outlook Customer service Workday Filing Managing clients in a customer support role Transcription User support Communication platforms Technical documentation Communication skills Insurance Verification ICD coding Attention to detail IT Customer support ticket management Database administration Instagram Help Desk Basic math Care coordination Clinical research Triage Keyword research Data loading MySQL Leadership Microsoft Powerpoint Cold calling Patient Care Mobile devices Tutoring Client communication Telehealth Google Docs Equipment troubleshooting Customer inquiry handling Zoom Travel planning Debt management planning Administrative tasks IT support Computer operation Phlebotomy Training Typing Allscripts Prenatal Technical user customer support Medical administrative support Active Directory SQL Microsoft Office Senior leadership IT auditing Languages

Spanish

English

Certifications and licenses

Certified Phlebotomy Technician

July 2013 to Present

CNA

February 2014 to February 2015

CPR Certification

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