Summary
Overview
Work History
Education
Skills
LANGUAGES
Awards
Timeline
Generic

Denise Cortez

Phoenix,AZ

Summary

Experienced employee with a proven track record of leading and Coordinating patients, Customer service and administrative skills seeking a position within your company to leverage my expertise and drive innovation.

Experienced with coordinating administrative functions to ensure smooth office operations. Utilizes organizational and communication skills to support executive teams and manage multiple priorities. Strong understanding of problem-solving and adaptability to new challenges.

Overview

9
9
years of professional experience

Work History

Lead Representative Coordinator

Simon-Med Imaging
02.2022 - Current
  • Resolved customer inquiries through various communication channels, ensuring satisfaction and loyalty.
  • Led initiatives aimed at enhancing customer experience, resulting in improved retention rates and brand loyalty.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Exceeded performance metrics consistently, earning recognition as a top performer within the team.
  • Contributed to sales growth by upselling products and services based on individual customer requirements.
  • Trained new Customer Service Representatives on company policies, procedures, and best practices.
  • Resolved escalated customer issues, restoring confidence in company's commitment to service excellence.
  • Improved resolution time with effective problem-solving for customer complaints.
  • Analyzed customer service metrics to identify trends and develop strategies for improvement.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Maintained up-to-date knowledge of product and service changes.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Managed complex customer accounts, providing tailored support to meet individual needs and preferences.
  • Led team in achieving daily operational goals through effective communication and coordination.
  • Developed and implemented training programs for new representatives, enhancing onboarding efficiency.
  • Analyzed customer feedback data to identify trends and recommend actionable improvements in service quality.

Lead Medical Assistant

Abrazo Biltmore Arizona Heart Institute
06.2016 - 02.2022
  • Supervised daily operations of medical assistants, ensuring adherence to compliance and quality standards.
  • Streamlined patient intake processes, enhancing efficiency and reducing wait times for appointments.
  • Implemented electronic health record (EHR) systems, improving documentation accuracy and accessibility for healthcare providers.
  • Coordinated communication between physicians and patients, facilitating timely follow-ups and care continuity.
  • Triaged incoming calls for provider to determine callers' needs for immediate appointments or scheduled visits.
  • Ensured patient satisfaction by promptly addressing concerns, answering questions, and providing exceptional customer service.
  • Managed insurance authorizations for medications, diagnostic tests, or procedures to facilitate timely access to necessary treatments for patients.
  • Ensured timely follow-up care by contacting patients with test results and coordinating necessary appointments for further evaluation or treatment.
  • Documented patient information in EMR and prepared paperwork for medical staff.
  • Collected and documented patient medical information such as blood pressure and weight.
  • Coordinated referrals to specialists and provided comprehensive support throughout the entire referral process for seamless patient care transitions.
  • Monitored office procedures to correct problems and implement proactive improvements for better patient flow.
  • Provided compassionate care for patients of all ages with diverse medical conditions by assisting in examinations, treatments, and follow-up appointments.
  • Met operational targets consistently by guiding and motivating medical assistant team to effectively handling administrative and clinical needs.
  • Performed medical records management, including filing, organizing and scanning documents.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.

Medical Assistant

Phoenix Family Medical Clinic
01.2016 - 06.2016
  • Coordinated patient appointments and managed scheduling to optimize clinic workflow.
  • Assisted healthcare providers with patient examinations, ensuring accurate documentation of medical histories.
  • Educated patients on treatment plans and medication usage, enhancing patient understanding and compliance.
  • Managed electronic health records system, ensuring data accuracy and confidentiality compliance.
  • Collaborated with multidisciplinary teams to develop patient-centered care strategies and improve service delivery.
  • Obtained client medical history, medication information, symptoms, and allergies.
  • Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
  • Coordinated patient referrals to specialists or other healthcare providers as needed for comprehensive care management plans.
  • Maintained strict adherence to infection control protocols by following proper sterilization techniques for medical equipment.
  • Reduced wait times by swiftly processing insurance claims, verifying coverage, and obtaining pre-authorizations when necessary.
  • Obtained and documented patient medical history, vital signs and current complaints at intake.

Education

High School Diploma -

Cesar Chavez High School
Laveen, AZ
05.2013

Associates Degree - undefined

Fortis College
Phoenix, AZ
03.2014

Skills

  • Fluent in two languages
  • Healthcare vocabulary expertise
  • Administrative support
  • Customer engagement
  • Project coordination
  • Strong organizational skills
  • Experienced in Microsoft Word document creation
  • Proficient in EMR systems
  • Clear verbal communication
  • Data entry proficiency
  • Friendly, positive attitude
  • Strong attention to detail
  • Multitasking Abilities

LANGUAGES

Spanish, English

Awards

HIPPA, OHSA, CPR, First Aid, BLS

Timeline

Lead Representative Coordinator

Simon-Med Imaging
02.2022 - Current

Lead Medical Assistant

Abrazo Biltmore Arizona Heart Institute
06.2016 - 02.2022

Medical Assistant

Phoenix Family Medical Clinic
01.2016 - 06.2016

Associates Degree - undefined

Fortis College

High School Diploma -

Cesar Chavez High School

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