Aurelia Martinez
Kilgore,TX
Summary
Bilingual, fluent in Spanish. Customer-focused professional with 11+ years providing exceptional service in multiple call center environments such as medical scheduling, banking, auto/home/personal injury. Proven ability to handle complex tasks and coordinate with healthcare teams to enhance patient services. Comforting distressed patients. Problem solving. Great listening skills. Skilled in conflict resolution, strong background in handling inquiries, resolving complaints, and exceeding performance metrics. Thrives in team-oriented settings and excels at creating positive customer experiences.
Overview
17
17
years of professional experience
Work History
Medical Assistant
Baylor Scott & White Health Family Medical Center
09.2018 - 05.2024
- Obtain reason for visit,update patient medical history, medication list, allergies, and record patient vital signs. Pended preventative screening patient is due for, including medication refills, referrals, acute test- such as A1C, Hcg, UA, GYN samples and EKG (when needed), coordinating laboratory specimen collections and managed testing logistics to ensure timely results. Prepare and administer vaccinations/injections (excluding controlled substances), as ordered by physician. Identify and report adverse reactions. Assisted healthcare providers with examinations and procedures, ensuring patient comfort and safety. Remove suture and staples, changed sterile and non-sterile dressings, assisted with placing of boot/shoe/ finger splints. Maintained cleanliness and sterilization of medical equipment and work area. Restock patient rooms accordingly. Managed patient scheduling and appointment reminders, enhancing clinic efficiency and patient satisfaction.
Scheduling Advocate
Stericycle / UCLA Pediatrics
06.2015 - 06.2017
- Scheduled new/ established patient appointments for 14 pediatric specialty physicians and the infusion clinic. Assisted with rescheduling or cancellation of appointments. Route triage calls for back up administrative support to ensure proper scheduling or ER instructions whenever patient mentioned any high risk symptoms or medical reactions.
- Ensure valid authorization is obtained and attached to appointment. Complete demographics in CareConnect. Coordinate referrals with other offices and handle CareConnect In-Basket and email messages. Inform clinical staff if patient is running late. Provide patient directions if patient is lost. Attend training regularly to ensure most updated information pertaining to call center or clinical expectations.
Client Service Associate
JP Morgan Chase
09.2010 - 12.2012
- Provided high quality, high touch service to J.P. Morgan Advisor clients efficiently, while handling a high volume of incoming calls from clients needing to review account inquiries and maintenance, including but not limited to: transactions, balance, address changes and signer changes needing to update demographics, transactions and requests across products and services: checkbook and accessory ordering, debit card requests, statement requests, transactions and balance inquiry, tax reporting inquiries. Assist client in routing to appropriate department for sales, business or fraud related inquiries by warm transferring the call.
Customer Report Administrator
Allstate Insurance Company
07.2007 - 12.2008
- Handled Incoming calls assisting with Auto, Home & Personal Injury Claims. Utilized AT&T language line to communicate with different cultured people. Effectively assisted in resolving customer's requests in a timely manner. Consistently met and exceeded aggressive company standard. Maintained a high percentage in quality and productivity. Recognized by customers and was recipient of the 'Thrill the Customer Award'.
Education
High school diploma -
Grand Prairie High School
Grand Prairie, Texas05.2007
Diploma - Medical Insurance Billing & Coding
Everest College
Arlington, Texas07-2007
Skills
- Fluent in English & Spanish
- Customer Service
- Way to Wow Skilled
- Relationship building
- Strong communication
- Conflict resolution skills
- Epic
- CareConnect
- NextGen
- BLS CPR Certified
- Salesforce
- Microsoft Office
Languages
Spanish
Native or Bilingual
Timeline
Medical Assistant
Baylor Scott & White Health Family Medical Center
09.2018 - 05.2024
Scheduling Advocate
Stericycle / UCLA Pediatrics
06.2015 - 06.2017
Client Service Associate
JP Morgan Chase
09.2010 - 12.2012
Customer Report Administrator
Allstate Insurance Company
07.2007 - 12.2008
Diploma - Medical Insurance Billing & Coding
Everest College
High school diploma -
Grand Prairie High School
Section name
Medical assistant cross trained in clinic, Baylor Family Medicine
Medical Assistant
Cross-trained from being a Customer Service Representative (CSR) to become a Medical Assistant (MA), working in clinic, alongside 13 physicians and 6 physician assistants. This experience bridged the gap between front-desk administration and direct patient care. It improved my efficiency, boosted patient satisfaction, and fostered professional growth by allowing me to engage more deeply with patients face-to-face.