ANDREA RODRIGUEZ
FRESNO
Summary
Utilized customer engagement technology to support effective communication with clients. Assisted in conflict resolution strategies to maintain confidentiality and promote a positive service experience. Monitored vital signs and provided patient care in a safe environment while pursuing nursing aspirations. Desire to help others, utilize medical science, and achieve professional growth
Overview
8
8
years of professional experience
Work History
Mental Health Technician
River Vista Behavioral Health
Madera, CA
01.2025 - Current
- Monitored patient behavior to ensure safety and compliance with treatment plans.
- Assisted in implementing therapeutic activities to promote mental wellness and recovery.
- Collaborated with multidisciplinary teams to develop individualized care strategies.
- Documented patient progress and reported significant changes to healthcare providers.
- Conducted crisis intervention techniques to de-escalate potentially harmful situations.
- Trained new staff on procedures, policies, and best practices for patient care.
- Helped patients with meals, activities of daily living (ADLs) and facility transfers to promote security and patient well-being.
- Observed patient behaviors and mental status and notified RN of unusual or potentially dangerous occurrences.
- Maintained detailed records of patient interactions, ensuring accurate documentation for future reference.
Customer Service Advocate
Aetna Medicare
Fresno
08.2022 - 09.2024
- Resolved complex Medicare inquiries, enhancing customer satisfaction and reducing call escalations. Streamlined processes for faster issue resolution.
- Guided seniors through Medicare enrollment, ensuring understanding of benefits. Provided empathetic support, addressing concerns with patience and clarity.
- Analyzed customer feedback to identify service gaps. Proposed data-driven solutions, contributing to improved customer experience metrics.
- Partnered with cross-functional teams to resolve intricate cases. Shared best practices, fostering a culture of continuous improvement.
- Developed creative solutions for unique customer situations. Implemented new approach to explain complex Medicare concepts, increasing first-call resolutions.
- Implement strategies to reduce call escalations and enhance customer satisfaction, contributing to measurable improvements in service quality.
Secretary
Helpfulmovers LLC
Clovis
03.2019 - 11.2022
- Coordinated communications, taking calls, responding to emails and interfacing with clients.
- Helped set administrative procedures to minimize errors and boost productivity.
- Managed multiple calendars and contacts using computer software.
- Created and updated spreadsheets to track and report data.
- Assisted with answering phones, filing paperwork, entering data.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
Medical Secretary
Onsite Wellness
Fresno
12.2017 - 04.2021
- Answered calls to assist patients and coordinate medical personnel access, ensuring efficient communication.
- Updated medical records and technical library, enhancing office operations and record accuracy.
- Handled incoming and outgoing calls and correspondence, maintaining thorough documentation.
- Managed medical supply inventory, insurance records, and patient charts using an online tracking system.
- Streamlined correspondence management, promptly addressing and documenting incoming and outgoing communications to improve response times and patient satisfaction.
Education
High School Diploma -
Roosevelt High School
Fresno, CA06.2016
Skills
Conflict Resolution
Customer Engagement
Time Management
Inventory Management
Confidentiality
Technology
CPR certified
Patient safety management
De-escalation techniques
LANGUAGES
English (Native)
Timeline
Mental Health Technician
River Vista Behavioral Health
01.2025 - Current
Customer Service Advocate
Aetna Medicare
08.2022 - 09.2024
Secretary
Helpfulmovers LLC
03.2019 - 11.2022
Medical Secretary
Onsite Wellness
12.2017 - 04.2021
High School Diploma -
Roosevelt High School