Management Customer Service

YOLANDA ALVA-CORELLA

El Paso, TX *****

****.****@*******.***

Dear Hiring Professional:

Please consider this letter of introduction as an expression of my interest in exploring career employment opportunities with your organization. The enclosed resume highlights my experience and qualifications and education.

As my resume reveals, I have over 15 years of professional experience in diverse fast-paced and customer-driven environments, where I have been instrumental in maintaining and servicing a wide variety of solutions to meet the need of a diverse working setting proud of my ability to adapt to changing and emerging technologies.

I am a uniquely talented and highly motivated professional and I am exploring career opportunities where I can leverage my diverse work ethic and problem-solving abilities that have enabled me to enhance performance and respond effectively to organizational demands. I am also very detail-oriented, highly adaptable and always looking for ways to improve the processes that drive organizational success.

I attribute my success thus far to several key factors: (1) advanced interpersonal and communication skills, (2) an aptitude for evaluating and resolving complex issues and (3) a propensity for exceeding acceptable standards. These skills and traits have served me well in the past, allowing me to make significant contributions to the achievement of business objectives and organizational goals. With a solid record of accomplishment behind me, I am confident I can do the same for you.

Although practical in nature, my resume cannot convey the full level of energy I bring to new challenges. I would be very interested in speaking with you to explore how my skills, strengths and experience can benefit your organization. In the interim, thank you for your attention, kind consideration and forthcoming response.

Sincerely,

Yolanda Alva-Corella

Enclosure

YOLANDA ALVA-CORELLA

El Paso, TX 79935

****.****@*******.***

ADDITIONAL INFORMATION

Results-driven professional with over 15 years of experience and a proven track record of success in leading, coordinating and managing progressive operations in private business environments. A strategic leader and key contributor to enterprise-level planning, decision-making and implementation of diverse operational program visions, strategies and initiatives; experience includes program management, short and long-term planning, training management, resource utilization, policy and procedures development and program performance evaluation. Possess outstanding problem-solving, analytical, and decision-making skills with the proven ability to conceptualize solutions to complex problems and implement practical, cost-effective program plans.

Possess solid management proficiencies, strong planning and problem solving abilities with the cross-functional project management skills to manage the execution of core operational and related administrative responsibilities; a leader with proven success in driving efficiency through operational analysis and strategic planning and implementation to streamline operations and maximize organizational efficiencies. Possess outstanding oral and written communication skills in both English and Spanish, with the ability to build and maintain strategic relationships with professionals at all levels.

Demonstrated ability to excel in a fast-paced work environment with fluctuating priorities and workloads; thorough and attentive to detail with ability to adjust to and control workload variables and meet deadlines. Proficient in operating a wide variety of modern office systems and programs (Microsoft Office; Word and Excel) for the composition and processing reports, operational plans and informational summaries.

CORE COMPETENCIES:

Operations Management

Contract Management

Strategic Program Planning

Staff Leadership/Development

Administrative Operations

Property Management

Budget Management

Logistics Management

Process Improvement Initiatives

Human Resources Management

PROFESSIONAL WORK EXPERIENCE

Vista Hills Family Dental, El Paso, Texas 06/2010-Present

Insurance Verifier/Marketing and Event Planning

Hours per week: 40

Supervisor: Belinda Imai 915-***-****, May Contact

SCOPE OF ACCOUNTABILITY: Provide diverse administrative support functions for the clinic; provide general information regarding services offered by the clinic, re-activation and scheduling of patients, efficiently and effectively manage a demanding multi-line phone system, plan clinic events; market and promote oral health to the community.

FRONT OFFICE ADMINISTRATION: Direct the intake process including the verification of insurance and appropriate forms to ensure efficient patient flow and improve the centers productivity; promote the health and well-being of the patients.

INSURANCE VERIFICATION: Monitor patient insurance enrollment information to ensure accurate eligibility is reflected and enrollments are active, enter no-show information for patients who fail to report for scheduled appointments and ensure that said patients are contacted for re-scheduling.

ADMINISTRATIVE MANAGEMENT: Manage diverse administrative tasks to include general clerical work, faxing, photocopying, scanning, file management and data entry support for the organization utilizing in-house software for all data entry duties.

DATA ENTRY: Schedule and update all patient demographic information on the Patterson Dental Software System; ensure that all data is current and accurate and report any discrepancies.

MEDICAL RECORDS MANAGEMENT: Manage patient demographics; review data for completeness and accuracy; ensure patient confidentially is maintained at all times; apply and adhere to established guidelines and policies regarding release of patient information.

CUSTOMER SERVICE MANAGEMENT: Greet and welcome patients; provide professional representation and maintain customer services standards in performing a broad-range of front-office reception; administrative support and clerical accountabilities.

El Paso District Dental Society, DBA El Paso Dental Conference, El Paso, Texas 04/2007-Present

Administrator

Hour per week:

Supervisor: Dr. Steven Spivack, 915-***-****, May Contact

SCOPE OF ACCOUNTABILITY: Serve as the lead person overseeing all administrative matters and event responsibilities for the society’s conference held in El Paso, Texas; plan, organize and execute all logistical requirements for all events, which include scheduling of all speakers, exhibitors presenting new products and equipment in the industry; volunteers; registrations of all attendants; gala events; annual race; acquisition of donations.

PUBLIC RELATIONS: Increase community awareness through effective promotional events, public speaking engagements and public relation initiatives in the region; build and leverage strong relationships with key community leaders, institutions and businesses to increase awareness and preference for the organization.

STAFF LEADERSHIP/DEVELOPMENT: Directly supervise, motivate, train and support the performance and work efforts of over 40 volunteers; design and deliver all volunteer training for all society sponsored events and conference.

Dr. Paul I Worley, El Paso, Texas 08/2008-5/2010

Front Office Administrator

Hours per week: 24

Supervisor: Dr. Paul I. Worley, 915-***-****, May Contact

SCOPE OF ACCOUNTABILITY: Supervised, managed and executed all front office initiatives to ensure efficient operations for office; customer service standards, staff scheduling to support all activities, ordering of supplies, and monitored patient flow, manage billing and collection functions and established all continuous process improvements for the front office.

INTAKES: Conducted intakes to collect and record patient data and recommend individual level of care required and referred to other dental/medical offices as needed.

BILLING: Oversaw all financial arrangements, collection of co-payments, billing, and claim processing support; ensured all claims were prepared, generated and submitted for appeals as needed; researched charts for pertinent data for collection purposes and ensured accuracy and completeness of all documents.

REGULATORY COMPLIANCE/CREDENTIALING: Maintained regulatory compliance paperwork and ensure facility adherence was met; updated and ensured all office and staff credentials, certifications and accreditations were current and information was on file to meet all local, state, federal laws. Supervised the administration of medical records, including preparation of all HIPPA forms, posting of posters, and privacy rules and practices.

STAFF LEADERSHIP/DEVELOPMENT: Directly supervised and supported the performance of a Hygienist and 2 Dental Assistants providing support managing data records and processing tasks for the support of office functions; evaluated the staff in the performance of their job duties and completed consistent and ongoing performance reviews to ensure the staff was productive, accountable and successful in their positions. Oversaw all training, continuing education and work efforts for staff members to ensure compliance with all regulatory entities.

ACCOUNTING MANAGEMENT: Managed and coordinated all financial and general accounting functions for the office; handled all accounting procedures, accounts payable/receivables, cash flow statements, end of day and month reports and related administrative management to include records management and reporting of organizational statistics.

Real Estate, El Paso, Texas, 6/2006-12/2009

Real Estate Agent

Hour per week:

Supervisor: No Contact Information

SCOPE OF ACCOUNTABILITY: Served as client advisor and subject matter expert on finding homes and commercial properties that fit their needs; called on potential and existing customers, builders and developers to develop new business and prepared all prospective applications.

CONTRACT MANAGEMENT: Interviewed applicants to develop information concerning their needs and desires and obtained and analyzed pertinent financial and credit data to determine whether loan would be an acceptable risk. Accompanied buyers to property sites, quoted purchase price, described property features and discussed conditions of sales.

Arranged for the appraisal of residential properties and reviewed appraisals to ensure compliance with the terms of each loan. Prepared and reviewed contract and loan packages for proper documentation, checking for all legal documents, legal descriptions, note amounts and signatures to ensure compliance with the terms of each loan. Coordinated with Mortgage Processors and Underwriters to ensure loans were being processed, approved and closed in a timely manner.

KNOWLEDGE/AREAS OF EXPERTISE: Acted in an advisory capacity to customers on matters pertaining to mortgage lending, credit, interest rates, loan terms, financing and closing costs and kept clients informed of new trends and developments in the local real estate market and changing rules and regulations. Prepared and presented bids on behalf of the client, negotiating the contract between the buyer and seller keeping in scope with all state and federal regulations.

MARKET/BUSINESS DEVELOPMENT: Studied property listings and pursued generated property leads; directly managing advertising and sales efforts with an emphasis on new business development and customer relations.

CLIENT/PUBLIC RELATIONS: Work closely with and develop profitable relationships with area builders, developers, mortgage companies, inspectors and area businesses.

Dr. Stephen Caldwell, El Paso, Texas 12/2003-06/2006

Periodontal Assistant

Hours per week: 40

Supervisor: Dr. Stephen Caldwell, 915-***-****, May Contact

SCOPE OF ACCOUNTABILITY: Assisted the dentist in performing oral examinations using the latest scientific methods for the control and prevention or oral diseases to aid patients in attaining and maintaining optimum oral health; recording any noticeable disease or abnormalities. Performed chair side assistance in all phases of restorative, surgical and periodontal treatment as provided in dentistry. Handed instruments and materials to dentists; kept patient’s mouths dry and clear utilizing suction or other devices; preoperative and postoperative care.

EQUIPMENT UTILIZATION: operated dental x-ray equipment to take routine and specialized panoramic and cephalometric radiographs; duplication of radiographs; maintenance and preventive maintenance of equipment.

REGULATORY COMPLIANCE: Followed all OSHA standards for infection control when managing the sterilization and disinfection of instruments and equipment, preparation of trays, and all instruments for dental procedures.

ADMINISTRATIVE MANAGEMENT: Assisted with front office duties as needed; managed inventory, ordered supplies and materials, provided records management, recording proper diagnosis and patient treatments. Maintained filing system recording entries of individual dental records indicating oral cavity condition and treatment accomplished.

Dr. Frank Feuille V., El Paso, Texas 08/1900-12/2003

Periodontal Assistant

Hours per week: 40

Supervisor: Dr. Frank Feuille V., 915-***-****, May Contact

SCOPE OF ACCOUNTTABILITY: Assisted the dentist in performing oral examinations using the latest scientific methods for the control and prevention of oral disease to aid patients in attaining and maintaining optimum oral health. Recording any noticeable disease or abnormalities. Performed chair side assistance in all phases of restorative, surgical and periodontal treatment as provided in dentistry. Handed instruments and materials to dentists and kept patients’ mouths dry and clear utilizing suction or other devices.

EQUIPMENT UTILIZATION: Operated dental x-ray equipment to take routine and specialized panoramic and cephalometric radiographs; duplication of radiographs. Oversaw the removal of sutures when needed, applied topical anesthetics to gums.

REGULATORY COMPLIANCE: Followed all OSHA standards for infection control when managing the sterilization and disinfection of instruments and equipment, preparation of trays and all instruments for dental procedures.

ADMINISTRATIVE MANAGEMENT: Assisted with front office duties as needed; managed inventory, ordered supplies and materials, provided records management, recording proper diagnosis and patient treatments. Maintained filing system recording entries of individual dental records indicating oral cavity condition and treatment accomplished.

Dr. Robert L. Bucy/Dr. Michael Sitters, El Paso, Texas 08//1982-12/1997

Oral Surgery Assistant

Hours per week: 40

Supervisor: Dr. Robert L. Bucy, 915-***-****, May Contact

SCOPE OF ACCOUNTABILITY: Assisted the dentist during examinations and treatment of patients requiring dental care, complex restorative, difficult oral surgery and other pathology; utilizing the latest scientific methods for the control and prevention of oral disease to aid individuals in attaining and maintaining optimum oral health. Provided patients oral health education on good oral hygiene.

PATIENT SCHEDULING: Scheduled and received patients, verified eligibility for services and collected recorded and maintained patient medical histories. Conducted administrative duties as needed including scheduling and confirming appointments, receiving patients and preparing for treatment.

EQUIPMENT KNOWLEDGE/UTILIZATION: Prepared sterile trays and packs; cleaned and sterilized materials, instruments and equipment prior to providing care to patients. Oversaw the preventive maintenance of dental equipment applying aseptic techniques to maintain OSHA standards for infection control. Operated dental X-ray equipment to take routine and specialized panoramic and cephalometric radiographs; developed and finished film and maintained x-rays on patients under active treatment. Made impressions for preliminary casts and to duplicate existing prosthesis, constructing custom impression trays as needed to include trimming of models for both fixed and removal prosthesis and implants. Oversaw the ordering of supplies, tools, ad materials needed for the daily clinical operations.

ADMINISTRATIVE MANAGEMENT: Oversaw of records management, recording of proper diagnosis and patient treatments; maintained strict confidentiality and filed all sensitive information consistent with HIPPA record handling and retention requirements

Some college coursework completed

Major: Nursing

University of Texas at El Paso, El Paso, Texas

Some college coursework completed

Major: General Studies

El Paso Community College, El Paso,Texas

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