Belen Somers
Las Vegas,NV
Summary
Talented customer service representative and team leader offering 9 years of success in customer service environments and in direct patient care and medical office management experience. Committed to obtaining highest level of patient satisfaction by ensuring regulatory compliance and adherence to practice standards. Excellent communication and interpersonal skills with patients, families and other healthcare professionals. Outgoing when greeting and communicating with others to maintain positive atmosphere.
Overview
11
11
years of professional experience
Work History
Customer Service Representative
SuperCare
Las Vegas, NV
01.2021 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Mentored new employees on procedures and policies to maximize team performance.
Medical Assistant
Pulmonary Associates, Inc
Las Vegas, NV
03.2018 - Current
- Lead Medical Assistant
- Maintained clean and organized work area with adequate supplies and reagents.
- Transmitted physician's orders to patients, counseling on execution and addressing follow-up questions.
- Obtained and recorded patient vital signs; escorted patients to examination rooms and documented medical histories.
- Resolved and clarified issues with patient medications and collaborated with local pharmacies.
- Preformed Chest X-rays, Basic Pulmonary Function test, and Full Body Box's (consisting of forced Vitaled Capacity, Diffusion Capacity, and Plethysmography.)
- Calibrated Body Box Machine and Spirometry Machine
- Preformed 6 min ambulation test
- Tracked and managed inventory for exam rooms and maintained vaccine and expiration logs.
- Improved patient care and daily task efficiency resulting in smoother operations.
- Performed wide range of clerical tasks, including imaging, transcription and verifying work to keep office workflows running smoothly.
- Sterilized instruments and disposed of contaminated supplies in adherence to OSHA regulations.
- Communicated with patients by phone and via written correspondence.
- Requested scripts from doctors and verified insurance and coding.
- Educated patients about medications, procedures and physician's instructions.
- Troubleshot malfunctioning equipment and test systems.
- Trained patients on how to properly operate medical equipment.
- Carefully prepared, reviewed and submitted patient statements.
- Coordinated and executed proper medical waste disposal.
- Trained and educated new employees, with vitals, CXR's, Pulmonary Function Tests, Alpha-1 testing, 6 min ambulation test.
- Supervised, trained and coached team of medical assistants.
Medical Receptionist
Pulmonary Associates
Las Vgeas, NV
08.2015 - 03.2018
- Lead Medical Receptionist trained all New employees, with inputting insurance, verifying insurance, answering calls by the second ring. inventory, EMD Software, etc.
- Pleasantly greeted each patient and offered the desk sheet for easy sign-in.
- Compiled physical and digital paperwork to meet business and patient needs, including charts, reports and correspondence.
- Prepared and sent financial statements to support bookkeeping functions.
- Maximized office efficiency by answering more than 150-200 incoming calls per day to provide office information and transfer calls to desired personal.
- Scheduled and confirmed patient appointments for New/Follow up/diagnostic studies/PFT's in busy office with 5-6 providers.
- Supported administrative and healthcare staff with skilled clerical assistance such as ordering supplies and organizing office inventories.
- Set up appointments for physician visits and procedures using EMD's software.
- Entered patient information including insurance, demographic and health history into the system to keep all records up-to-date
- Informed patients of financial responsibilities prior to rendering services.
- Took messages from patients and promptly relayed to appropriate staff.
- Communicated with all partners throughout practice, including physicians, technicians, supervisors and medical assistants.
- Delivered high-quality administrative and customer service to sustain patient and work flows.
- Observed strict HIPAA guidelines at all times according to company policy.
- Greeted callers with enthusiasm, answering all phone calls by second ring.
- Balanced accounts and conducted nightly audits to keep bookkeeping current.
- Office OSHA officer
Cashier
Cardenas Markets Inc.
Las Vegas, NV
06.2013 - 08.2015
- Assisted with purchases, locating items and signing up for rewards programs.
- Processed returned items in accordance with store policy.
- Helped customers find specific products, answered questions and offered advice.
- Learned roles of other departments to provide coverage and keep store operational.
- Maintained high productivity by efficiently processing cash, credit, debit and voucher program payments for customers.
- Processed customer payments quickly and returned exact change and receipts.
- Wrapped items and bagged purchases properly to prevent merchandise breakage.
- Observed company return policy when processing refunds, including inspecting merchandise for wear or damage.
- Completed daily recovery tasks to keep areas clean and neat for maximum efficiency.
- Trained new employees in cashiering procedures.
Education
High School Diploma -
Ed W Clark High School
Las Vegas, NV06.2015
Associate of Science - Accounting
College of Southern Nevada
Las Vegas, NV08.2021
Bachelor of Science - Project Management
College of Southern Nevada
Las Vegas, NVSkills
- Bilingual in English and Spanish
- HIPAA compliance
- Inventory and supply management
- Charting expertise
- Professional bedside manner
- Pulmonary function tests (PFTs)
- Medical terminology
- Plethysmography machine
- Chest X-rays
- EMD's Software System
- Team management and supervision (Lead Medical Assistant)
- Customer Service
- Telephone Etiquette
- Problem-Solving Skills
- Team Collaboration
Timeline
Customer Service Representative
SuperCare
01.2021 - Current
Medical Assistant
Pulmonary Associates, Inc
03.2018 - Current
Medical Receptionist
Pulmonary Associates
08.2015 - 03.2018
Cashier
Cardenas Markets Inc.
06.2013 - 08.2015
High School Diploma -
Ed W Clark High School
Associate of Science - Accounting
College of Southern Nevada
Bachelor of Science - Project Management
College of Southern Nevada
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