Amalay Florat De Avila
Charlotte,NC
Summary
Accomplished professional with a proven track record at Atrium Health, adept in customer service and Microsoft Office. Excelled in roles requiring cultural competence and management skills, enhancing patient and client communication. Achieved significant improvements in service delivery and team efficiency, demonstrating exceptional problem-solving and multitasking abilities.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Spanish Medical Interpreter
Atrium Health
08.2020 - 07.2024
- Respond to requests for language access in a healthcare setting. This includes but is not
limited to: In-person interpreting, telephone interpreting, video interpreting, basic
translation. - Interpret information regarding the patient’s and family’s healthcare needs.
Scenarios may include patient education, appointments, discharge instructions,
procedures, emergency encounters, assessments, etc. - Act as a cultural broker by
educating caregivers on the understanding of a patient's culture in relation to healthcare.
Fully abide by the healthcare system’s professional conduct standards, executing job
duties in an ethical manner, and following national practice standards. - Serve as a cultural
mediator and educate customers appropriately. - Followed ethical codes to protect confidentiality of patient medical information.
- Streamlined patient and provider interaction by providing channel of effective communication.
- Served as medical interpreter for patients and staff clinical encounters by delivering accurate, skilled interpretations to facilitate effective communications.
- Translated documents about treatment directions and helped non-English speaking patients fill out medical forms.
- Translated procedural information to facilitate understanding between doctors and patients.
- Collaborated with professional colleagues in development and implementation of family language service initiatives.
- Verified understood medical information for patients by simplifying any jargon.
- Explained hospital policies and procedures to provide assistance to patients with limited English proficiency.
- Equipped healthcare providers with cultural information to promote appropriate provision of health services.
- Interpreted services to families during process of scheduling initial visit and coordination of ongoing treatment.
- Attended training programs to improve professional knowledge and interpretation skills.
- Provided cultural input to speakers to help parties who did not speak similar languages communicate with and understand one another.
- Maintained message content, tone, and emotion as closely as possible.
- Interpreted conversations simultaneously to help both parties conduct business, handle medical needs or manage personal concerns.
Patient Service Specialist/Coordinator
Atrium Health
04.2019 - 08.2020
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Organized patient records and database to facilitate information storage and retrieval.
- Answered incoming calls, scheduled appointments and filed medical records.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Followed document protocols to safeguard confidentiality of patient records.
- Verified patient insurance eligibility and entered patient information into system.
- Greeted and assisted patients with check-in procedures.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Resolved customer complaints using established follow-up procedures.
- Delivered support to medical staff in completion of patient paperwork.
- Provided excellent customer service to patients and medical staff.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Facilitated communication between patients and various departments and staff.
- Responded to inquiries by directing calls to appropriate personnel.
Store and Sales Supervisor
Movado Company Store
11.2015 - 03.2019
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Opened and closed store independently and prepared nightly bank drop for manager.
- Created and implemented employee monthly action plans to increase sales and customer loyalty.
- Monitored inventory to recommend stock levels, maximizing profits and minimizing losses.
- Counted cash register drawers at beginning and end of each shift to prepare bank deposits.
- Trained new associates on cash register operations, conducting customer transactions, and balancing drawer.
- Promoted exceptional customer service by engaging clients on sales floor.
- Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
- Worked jointly with team members to assist with closing sales, cross-selling and upselling of products.
- Effectively coached team members to reach weekly and monthly sales goals.
- Oversaw continuous floor maintenance and recovery efforts, keeping displays and shelves customer-ready and professionally presented.
- Built successful retail teams by instilling culture of collaboration and developing daily plans centered on common group goals.
- Supervised staff successfully, utilizing effective communication and dynamic interpersonal skills.
Education
Associate - Biology
Belmont Abbey College
Belmont NC04.2014
Diploma -
Olympic High School
Charlotte NC06.2011
Skills
Customer Service
Microsoft Office
Note taking
Active listening
Memory Retention
Cultural competence
Management skills
Problem solving
Multitasking
Certification
Currently pursuing The National
Certification for Health Care Interpreters.
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Portuguese
Elementary
Timeline
Spanish Medical Interpreter
Atrium Health
08.2020 - 07.2024
Patient Service Specialist/Coordinator
Atrium Health
04.2019 - 08.2020
Store and Sales Supervisor
Movado Company Store
11.2015 - 03.2019
Associate - Biology
Belmont Abbey College
Diploma -
Olympic High School