Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Agueda Santana

Rochester

Summary

Commitment, embedded in the Ideal values shared in equity, leadership, integrity, openness, respected & accountability. High standards in treating each other to ensure as a team player we all can thrive. Responsible, personable, adaptable, Ambassador, Guest Services with Palliative Care Unit @ URMC, Medical Interpreter graduate, with over fifteen years of interpreting/translating experience for Spanish communities a private employee, public servant, and volunteer.

Overview

31
31
years of professional experience

Work History

Ambassador and guest Services

URMC Palliative Care Unit
03.2024 - Current
  • Providing personal care for the patients and their families. Job duties involve providing hospital information; giving emotional support and relaying any issues to nurses or other medical staff. Serve as a problem solver, advocate and liaison for patients, visitors and staffs. Functions as the main resource for patient and visitor information and assistance. General duties include assisting patients and visitors, patient information, wayfinding, transporting outpatients and visitors throughout the hospital campus, maintaining cleanliness of areas and various other duties as serve as the front line for solving problems and handling complaints utilizing ICARE service recovery concepts. Using independent judgment, determines when situations warrant escalation to management, Public Safety or other inter-disciplinary teams.
  • Independently answer large volume of general inquiries involving all aspects of UR Medicine. Informs visitors of SMH policy and procedures
  • Utilizing soft skills, assists diverse population of visitors/patients from all demographic backgrounds to assure proper information is provided in a meaningful way. Communicate effectively and work through interactions where barriers to communication are present.
  • Utilizing expert knowledge of available resources, use critical thinking skills to ascertain individual needs/requests and provide accurate information. Directs visitors to proper resources as needed i.e., Parking, DPS, Social Work, Patient Relations, Care Management etc.
  • Expertly navigate difficult visitor encounters for patients with restricted visitor access (NI/NB status). Inform visitors of SMH policy and independently determine appropriate next steps based on individual situation. Determine when to escalate to management or Public Safety using independent judgment
  • Handles sensitive patient information in accordance with HIPAA standards
  • Respond to all localized Emergency Page Codes. Offer support, equipment and comfort to both patient and interdisciplinary teams as required by the situation
  • Effectively communicate accurate wayfinding instructions to all URMC locations
  • On or off-site. Maintains up to date information regarding location changes throughout the system in Ambassador Blue Book.
  • Answer internal and external phone calls to the Medical Center. Assist caller or re-route call to the appropriate department.

Medical Secretary

Center for Urology
01.2022 - 01.2023
  • Professionally greeting and welcoming patients and their family/friends
  • Checking patients in for their scheduled office appointments
  • Scheduling and confirming patient diagnostic appointments (imaging and laboratory services) and medical consultations
  • Courteously answering, screening, and directing all incoming calls and connecting callers with the correct extension while relaying messages between patients and clinical staff
  • Ability to manage providers' schedules and coordinate patient care
  • Recording/investigating patient cancellations and missed appointments
  • Responding to emergency and urgent calls from patients and providers in a timely manner
  • Transmitting correspondence and medical records by mail, phone, fax & other duties as assigned.

Maintenance Technician

Sheen & Shine
10.2020 - 02.2022
  • Maintained clear and safe workspace areas to meet OSHA standards
  • Identified problems during daily work inspections and addressed concerns
  • Notified management about repairs of professional service needs
  • Maintained compliance with internal and regulatory safety standards

Bilingual Specialist

Maximus, Inc.
03.2017 - 12.2019
  • Processed new applications determining enrollment eligibility for health plans
  • Followed standard operating procedures with consistency and accuracy
  • Redirected unsolved customer grievances to designated English to Spanish interpretation/translation departments for further assistance, including policy and regulations of the NYS Department of Health

Spanish Translator & Interpreter

NYS Board of Elections
12.2010 - 12.2015
  • Informed Spanish speakers about voting process and answered questions

Office Assistant

Worlds Realty Agency
12.2004 - 12.2006
  • Managed office supplies inventory and placed vendor orders
  • Distributed mail and employee notices throughout the office
  • Managed a multi-line telephone system and greeted clients
  • Oversaw the automated tracking and data documentation
  • Correspondence and office operations. Set-up lead inspection kit and created certification for client whom passed lead inspection

Receptionists/Office assistants

The Best Program
01.1994 - 01.1998
  • Maintain calendars for appointments, sort mail, make copies. provide general administrative activities to the organization include filing, data entry, typing and assisting in the management of communications and paperwork, assisting organization with looking after visitors and assisting with general reception and telephone duties.

Education

Medical Interpreter -

Monroe Community College
Rochester, NY
03.2022

High School Diploma - undefined

Centro de Educación Secundaria Villas de Loíza
06.2019

Skills

  • Bilingual – Spanish/English
  • Excellent communication, listening, and time management skills
  • Good interpersonal, problem solving, and customer service skills
  • Proficient in Microsoft Suite: Word, Excel, Outlook
  • Proficient in Medical terminology

Languages

Spanish
Native or Bilingual

Timeline

Ambassador and guest Services

URMC Palliative Care Unit
03.2024 - Current

Medical Secretary

Center for Urology
01.2022 - 01.2023

Maintenance Technician

Sheen & Shine
10.2020 - 02.2022

Bilingual Specialist

Maximus, Inc.
03.2017 - 12.2019

Spanish Translator & Interpreter

NYS Board of Elections
12.2010 - 12.2015

Office Assistant

Worlds Realty Agency
12.2004 - 12.2006

Receptionists/Office assistants

The Best Program
01.1994 - 01.1998

High School Diploma - undefined

Centro de Educación Secundaria Villas de Loíza

Medical Interpreter -

Monroe Community College

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