Detail-oriented PBX Operator with excellent communication and customer service skills. Possess 33 years of employment managing telephone switchboards in doctor and hospital settings. Known for commitment to efficiency and accuracy.
Overview
25
25
years of professional experience
Work History
PBX Operator
Baptist Medical Center
11.2020 - Current
Directed incoming calls to internal personnel and departments, routing to best-qualified department.
Responded to customer inquiries with patience and positivity to establish excellent first impression.
Created and maintained company phone directory with current extensions and staff information.
Trained and mentored new PBX operations employees.
Managed on call book and maintained log sheet
Security dispatch
Operated and monitored fire alarm and security CCTV systems to maintain building safety.
Tracked dispatch call activity to verify timely response and document assistance provided or task completed.
Leveraged two-way radio or telephone to dispatch security officers or other personnel.
Contacted police, fire and ambulance in emergency situations to coordinate proper response.
Automated document flow by ensuring logbooks and fire, accident, and emergency reports were maintained with 100% accuracy.
Attended safety training meetings to learn procedures for handling medical and fire emergency calls.
Received incoming calls and paged individuals and departments over PA system.
Receptionist
Liberty Rehabilitation Specialists
08.2016 - 10.2020
Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
Confirmed appointments, communicated with clients, and updated client records.
Kept reception area clean and neat to give visitors positive first impression.
Answered phone promptly and directed incoming calls to correct offices.
Responded to inquiries from callers seeking information.
Handled cash transactions and maintained sales and payments records accurately.
Managed multiple tasks and met time-sensitive deadlines.
Maintained confidentiality of information regarding clients and company.
Answered central telephone system and directed calls accordingly.
Provided clerical support to company employees by copying, faxing, and filing documents.
Restocked supplies and submitted purchase orders to maintain stock levels.
Assisted with onboarding new clients and securing paperwork completion.
Maintained visitor log for entering and leaving facility for security purposes.
Organized, maintained and updated information in computer databases.
Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
Handled assignments independently with good judgement and critical thinking skills.
Routed incoming mail and messages to relevant personnel without delay.
Collected and distributed messages to team members and managers to support open communication and high customer service.
Sorted, received, and distributed mail correspondence between departments and personnel.
Balanced employee availability, customer schedules, and maximum load levels when scheduling appointments.
Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
Administrator, Human Resources
Los Reyes Home Care
09.2013 - 07.2016
Supervised onboarding process for newly hired employees, including distribution of all paperwork.
Managed all human resource documentation, including new hire letters, employee contracts and corporate policies and procedures.
Regularly updated HR databases to reflect employee information, changes in benefits and other details.
Supervised exit interviews and off-boarding process for resigned and terminated employees.
Supported top talent identification processes by interviewing candidates and executing all HR steps,including onboarding, orientation and benefits.
Brainstormed with other human resource personnel to determine ways to recruit top talent.
Managed employees across compensation, benefits, wellness and safety, and payroll.
Increased improvement initiatives, troubleshooting problems for corrective action.
Strengthened traceability by developing organization systems for records, reports and agendas.
Optimized processes by training employees to apply industry best practices and observe all protocols.
Fostered productivity by coordinating itinerary and scheduling appointments.
Medical Records/Medical Receptionist
Arango Family Clinic
08.2009 - 06.2013
Coordinated patient scheduling, check-in, check-out and payments for billing.
Adhered to strict HIPAA guidelines to protect patient privacy.
Managed multi-line phone system and pleasantly greeted patients.
Checked patient insurance, demographic, and health history to keep information current.
Helped patients complete necessary medical forms and documentation.
Organized paperwork such as charts and reports for office and patient needs.
Maintained current and accurate medical records for patients.
Supported office staff and operational requirements with administrative tasks.
Transcribed phone messages and relayed to appropriate personnel.
Kept waiting room neat and organized by stacking magazines, removing trash, cleaning area and made fresh coffee.
Completed patient referrals to other medical specialists.
Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
Obtained payments from patients and scanned identification and insurance cards.
Organized and maintained patient chart filing system to promote quick data finding for staff.
Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
Prepared and processed patient referrals and transfer requests.
Placed new supply orders, managed inventory and restocked clerical spaces.
Communicated with vendors to place and receive orders, request maintenance services and deliver instruction on behalf of office management.
Sorted and distributed business correspondence to correct department or staff.
Contacted interpreters as needed.
Manager/Teacher
Kiddie University
01.2007 - 05.2009
Promoted employee safety awareness based on understanding of regulatory mandates and organizational best practices.
Opened and closed day care by processing daily paperwork, producing staffing schedules, balancing and preparing daily deposits.
Recruited and hired qualified candidates to fill open positions.
Identified areas requiring immediate improvements
Addressed internal and customer-related issues each day and affected strategic resolutions.
Mitigated risk by ensuring regulatory compliance for required licensing.
Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.
Completed thorough opening, closing and shift change functions to maintain operational standards each day.
Created schedules for staff members to keep every shift well-staffed during holidays and busy periods.
Reviewed employee performance yearly and delivered constructive feedback to improve weaknesses.
Working supervisor (covered staff when needed)
Admitting Registrar/PBX Switchboard Operator
McAllen Heart Hospital
05.1999 - 01.2007
Communicated thoroughly with internal teams such as emergency room personnel, cardiology, MRI, CT, laboratory, radiology, and floor registered nurses, ER doctors, creating seamless and low-stress patient experience and efficient hospital operations.
Interviewed and registered hospital patients upon admission, verified patient identity,confirmed patient demographics, obtained electronic consent and entered data in hospital billing portal.
Greeted and admitted patients and visitors for in-patient and out-patient surgeries, testing and procedures and communicated policies and gave directions to proper clinical or waiting area.
Addressed patients and visitors professionally, efficiently and empathetically, demonstrated warm, approachable demeanor and kept waiting area orderly, presentable and inviting.
Discharged patients and collected patient-related payments, including insurance co-pays and payment deposits.
Managed patient admissions and discharge from hospital to home care, extended care facility or self-care.
Verified schedules and arrival times.
Coordinated patient paperwork and charts
Received and screened high volume of internal and external communications.
Supported office needs including taking messages, scanning documents and routing business correspondence.
Served as central point of contact for all outside vendors needing to gain access to building.