Andry Melendez

• Specialized Medical interpretation for:
• Medical fields such as: Cardiology, OBGYN, Neurology, ENT, Anesthesiology, Emergency medicine , among others.
• Interpretation for insurance companies: United Healthcare, Humana, Kaiser permanente, Aetna, Bluecross Blueshield , Amerihealth, Cigna and others.
• United States Social security Administration, Supplemental Security Income applications, annual benefits review, Social security retirement applications, Adjustment of immigration status
• Best performance interpreter for the Department of Social Services.
• Immigration detention facilities, Psychological and psychiatric evaluations for new inmates, New York, New Jersey and Pennsylvania County and state penitentiary
• Followed ethical codes to protect confidentiality of patient medical information.
• Serving as a medical interpreter for patients and staff with clinical encounters by delivering accurate, skilled interpretations to facilitate effective communications.

• Among other Job duties: Schedule appointments following office guidelines, policies and procedures.
• Conducts patient interviews by telephone to collect accurate demographic and medical insurance information.
• Complete registrations in advance for scheduled services for 5 pediatric practices
• Enter and maintains detailed information on confidential records for patients
• Use EPIC secure messaging system to communicate to patients and/or providers
• Use appropriate resources available to provide general information to parents/patients as needed.
• Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
• Received numerous amount of emails from Dianne Steimel ( WSH- Patient access director) for exceeding in every single call observation performed twice every week.
• Kudos for exceeding expectations and Outstanding performance
• Contributed to team success by consistently achieving individual performance goals and targets
• Provided support during peak periods, ensuring all patients received prompt assistance without compromising service quality.

As a Quality mentor:

• In charge of listening to new hired interpreters/trainees and make sure they receive proper coaching , feedback and identify areas of opportunity in order to establish goals for a better performance
• Mentors are in charge of completing a daily report for every trainee in order to track development and make sure all company policies, guidelines and procedures are met.
• ON SITE & OVER THE PHONE Spanish medical, financial and legal Interpretation
• Medical appointments w/PCP and Specialist
• Preop and surgery.
• Financial Institutions : Chase bank, Regions bank, BB&T, CITYBANK, WELLSFARGO, ETC.
• Mortgage, auto loans, home equity line of credits, credit card fraud management and others.
• FEDERAL, Government & PUBLIC BENEFITS interpretation: Food stamps, WIC, MEDICAID,
• MEDICARE, ETC
• Insurance claims
• School meetings
• Retail customer service interpreter
• VOYA RETIREMENT 401K PLAN
• IRA RETIREMENT PLAN
• Interpretation for Many other companies.

• Supervise a team to make sure to maintain the quality on Every call we served, making sure all team members are in compliance with company's policies and meet all the goals established by the Company.
• Developing agents to take advantage of any growth opportunity within such company.
• Make sure supervisors reports were up to date and every tool needed to perform their tasks .
• Advanced Interpretation (Interpretation for 911, auto insurance, health insurances, government public assistance services, mortgages, general loans, and advanced financial interpretation
• ACS Administration for children's services.
• Reporting Child Abuse & Neglect -Adoption and/or foster care of a child -Special investigations
• Medical interpretation for hospitals, clinics, Emergency Rooms, Doctor’s appointments, house calls visits, pharmacy services, etc
• (Experience on different medical fields such as: Allergy & Immunology,
• Anesthesiology, Dermatology, Emergency Medicine, Family Medicine, Internal Medicine, Obstetrics and
• Gynecology, Orthopedic, Otolaryngology, Pediatrics, Rehabilitation, Psychiatry, Radiology-Diagnostic,
• Surgery-General, Urology, Vascular, Internal Medicine, Pediatrics.

• Maintained comprehensive documentation of QA activities, supporting effective communication between departments and facilitating process improvements.
• Boosted customer satisfaction by promptly addressing concerns, investigating root causes, and implementing corrective actions
• Listening to customer or client complaints or concerns and working towards issue resolution.
• Provide continuous coaching and feedback to agents: Weekly team meetings, One o' One coaching, side by side evaluations, shadowing, etc.
• Increased overall Company quality and customer loyalty to 96 % by implementing a method of advocacy to resolve customer complaints and regain their confidence by calling them back and going extra mile while we offered a suitable alternative for their issue
• Supervise and Manage QA department with over 12 quality analysts to make sure they were continuously Listening to live and recorded calls to ensure call quality guidelines and customer satisfaction
• Keep track of Quality department reports such as: Data analysis, negative customer satisfaction surveys follow up,weekly report, team meetings,Calibrations with the CLIENT and monthly performance report
• Conduct role-playing activities to develop customer service skills.