Alexandria Herrada
Fort Worth
Summary
Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
8
8
years of professional experience
Work History
Medical Administrative Support
Veterans Affairs Medical Center
Fort Worth
09.2024 - Current
- Managed high-volume inbound calls in a VA specialty call center while providing scheduling support and customer service to veterans and their families.
- Maintained 99% answered call availability and 90% telephone availability while adhering to VA scheduling and compliance standards.
- Achieved a 100% scheduling audit score through accurate appointment scheduling, same-day scheduling practices, and compliance with VSSC, AIM, SAIL, EWL, and Vista reporting standards.
- Consistently exceeded performance benchmarks with a 2:10 average talk time, surpassing departmental efficiency goals.
- Reduced unnecessary call transfers, maintaining a 34% transfer rate compared to the departmental target of 55–60% or less.
- Conducted accurate appointment coordination and follow-up for specialty clinics, ensuring timely care access for veterans.
- Demonstrated strong knowledge of VA policies, procedures, security standards, and TMS compliance with no reported issues.
- Recognized by leadership for exceptional customer service, veteran-focused care, and measurable improvement in telephone availability metrics.
- Performed detailed scheduling audits and managed pending appointment reports over 30 days to support clinic efficiency and patient access initiatives.
- Collaborated with multidisciplinary teams and departments to resolve scheduling issues, relay patient concerns, and improve continuity of care.
Optometric Technician
Clarkson Eyecare
Fort Worth
03.2022 - 09.2024
- Operated diagnostic equipment and ensured accurate data collection for eye assessments.
- Supported patient examinations by preparing necessary equipment and facilitating optometrist workflows.
- Conducted preliminary tests and recorded patient history for optometric evaluations.
- Assisted with visual field testing, ocular photography, optical coherence tomography and pre-exam data collection.
- Clarified procedures and addressed patient inquiries to improve overall patient satisfaction.
- Instructed patients on how to properly use contact lenses or eyeglasses.
- Facilitated the proper fitting of contact lenses for customers to ensure comfort and vision correction.
- Coordinated appointment scheduling and optimized patient flow to enhance clinic efficiency.
- Provided administrative support such as scheduling follow-up visits or sending reminder notices for upcoming appointments.
- Answered phone calls from customers inquiring about services offered by the practice.
- Prepared examination rooms and maintained cleanliness of equipment and supplies.
- Maintained a clean work environment by sterilizing instruments after each use.
- Ensured that all medical equipment was functioning properly before use.
- Sent patient prescriptions to pharmacies and scheduled future appointments.
- Assisted in minor surgical procedures such as corneal foreign body removal.
Shift Supervisor
Starbucks
07.2018 - 03.2022
- Supervised daily operations to ensure timely service and product quality.
- Trained and mentored new baristas on customer service standards.
- Resolved customer complaints promptly to enhance satisfaction and loyalty.
- Implemented store policies and procedures for consistent operational efficiency.
- Managed inventory levels to maintain product availability and freshness.
- Ensured all safety and sanitation regulations were met throughout the shift.
- Communicated clearly with employees regarding job duties, expectations, and policies.
Education
Aledo High School
Aledo, TXSkills
- Patient administration
- Appointment scheduling
- Compliance adherence
- Medical terminology
- Multitasking
- Customer service
- Effective communication
Timeline
Medical Administrative Support
Veterans Affairs Medical Center
09.2024 - Current
Optometric Technician
Clarkson Eyecare
03.2022 - 09.2024
Shift Supervisor
Starbucks
07.2018 - 03.2022
Aledo High School