Epifania Martinez
Houston,TX
Summary
Hardworking Bilingual Medical Assistant with advanced clerical and patient support skills. Manages flows efficiently with organized approach and good multitasking abilities. Is open to learn new things and give excellent healthcare to children and families.
Overview
10
10
years of professional experience
Work History
Bilingual Customer Service Representative
Foundever (Businessolver)
09.2025 - 12.2025
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-volume inbound calls, effectively prioritizing issues to ensure swift resolution and minimize hold times for customers.
- Enhanced customer satisfaction by addressing and resolving complex inquiries in both English and Spanish languages.
- Maintained high levels of customer satisfaction through empathetic listening, timely problem resolution, and personalized attention.
- Consistently maintained a professional demeanor under pressure during high-call volume periods or challenging customer interactions.
- Collaborated with team members to improve overall call center efficiency and performance, resulting in reduced wait times and increased productivity.
- Handled escalated calls, successfully deescalating situations while finding solutions to meet client expectations.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Responded to customer requests for products, services, and company information.
- Educated customers about billing, payment processing and support policies and procedures.
- Investigated and resolved customer inquiries and complaints quickly.
Medical Office Manager
New Horizons Wellness Center
01.2023 - 11.2025
- Checking patients in for scheduled appointments.
- Answering phones and maintaining databases.
- Keeping track of medical records and charts.
- Transferring lab results to appropriate technicians.
- Ordering supplies and maintaining general office standards.
- Recording patients' information in the computer system.
- Issuing invoices to clients.
- Triaging patients, taking vitals, inputting information into the EMR system.
- Administration of vaccines, testosterone, hormone replacement, vitamin injections.
- Front desk duties, answering phones, scheduling patients, inputting payments
- Managing employee schedules, completing time cards for employees.
- Helped team maintain smooth patient flow by planning and implementing successful schedules.
- Submitted and oversaw laboratory requests through outside diagnostics vendors.
- Identified areas for optimizing workloads of clinical and support staff.
- Elevated office standards by hiring, onboarding and training new staff.
- Obtained payment for medical services by submitting bills, collecting co-payments and resolving issues with insurance payments.
- Kept operations in compliance with medical operations practices, OSHA safety standards and HIPAA privacy laws.
- Held staff accountable for recordkeeping, schedule compliance and performance indicators.
- Monitored facility to ensure safety, security, and proper maintenance.
- Prepared and reviewed operational reports and schedules to ensure accuracy and efficiency.
- Coordinated patient intake processes, verifying insurance details and scheduling appointments efficiently.
- Managed supply inventory, ensuring timely ordering and availability of medical and office supplies.
Medical Assistant
Nightlight Pediatrics
01.2022 - 01.2023
- Reviewed test results for completion and abnormalities.
- Assisted clinicians with in-office procedures.
- Completed intakes, measuring vital signs and documenting symptoms.
- Compiled laboratory and x-ray reports, hospital notes and other pertinent data.
- Educated patients on prescribed medications, treatments and procedures.
- Oversaw patient check-in by pulling charts, verifying data and organizing paperwork.
- Documented information required for patients' specimens and tests completed.
- Supported medical staff by answering phones and preparing supply orders.
- Kept equipment ready for use through scheduled cleaning and sterilization.
- Applied knowledge of sterile techniques and OSHA regulations, optimizing health and safety.
- Assisted in pre-visit planning by updating health maintenance tab.
- Recorded patients' medical history, vital statistics and information in medical records.
- Managed efficient patient intakes, collecting histories, documenting vital signs and updating charts.
- Prepared treatment rooms for patient examinations, keeping rooms neat and clean.
- Helped physicians examine and treat patients by handing instruments, giving injections and removing sutures.
- Greeted and logged in patients arriving at office or clinic.
- Explained treatment procedures, medications, diets, or physician instructions to patients.
- Performed routine laboratory tests and sample analyses.
- Showed patients to examination rooms and prepared for physicians.
- Front office duties, answer phones, check-in patients, put patient intake in the system. Take payments from patients and put the payments in the system. Print out end of the say paper to upload to the outlook.
Medical Assistant
Equity Urgent Care
01.2021 - 01.2022
- Welcomes patients and visitors by greeting them, in person or on the telephone; answering or referring inquiries.
- Keeps patient appointments on schedule by verifying patient insurance benefits and eligibility prior to the appointment.
- Reminding patients of their appointment the day before; registering and checking in patients in a timely manner.
- Preparing necessary documents for the visit; notifying provider of patients' late arrival; rescheduling or moving late arriving patients when necessary.
- Billing i would send out mail for the patients that had an outstanding Balance.
- Assist doing EKG.
- Doing IV's i would start IV'S in the clinic.
- Recorded patients' medical history, vital statistics and information in medical records.
- Completed intakes, measuring vital signs and documenting symptoms.
- Documented information required for patients' specimens and tests completed.
- Kept equipment ready for use through scheduled cleaning and sterilization.
- Smoothed procedures for physicians, passing instruments, helping patients feel comfortable and answering routine questions.
Medical Assistant
Kids N Teens Clinic Pediatric
01.2016 - 01.2019
- Measuring vital signs and documenting symptoms.
- Collecting specimens and administering tests.
- Kept all areas clean
- Front desk duties, fax
- Answer lines, verify insurance, Scheduling appointments
- Back Medical assistant give vaccines, triage, keep back rooms organized, call patients into rooms, prepare patient
- Referral coordinator
- Worked effectively with diverse team to accomplish daily objectives and meet long-term goals.
Federal Work Study/ Financial Aid Work Study
Everest Institute
01.2016 - 01.2016
- Reviewed files, records, and other documents to obtain information to respond to requests.
- Completed work schedules, managed,calendars, and arranged appointments.
- File paperwork, Front desk reception, file, fax
- Assist all departments as needed.
- Professional calls to market grads
- Create students/financial aid folders
Education
Medical Assistant Program -
Everest Institute
Houston, Tx01.2016
High School Diploma - undefined
Moore High School
Houston, Tx01.2015
Skills
- Check-in coordination
- Injections/ Venipuncture
- Communication
- Problem-solving
- Team work
- Splinting
- Procedure assistance
- EKG Testing
- Writing
- Specimen collection
- Phlebotomy
- IV'S
- Vital Signs
- Wond Care
- Decision Making
- MS Word
- Equipment sterilization
- Customer service
- Fluent bilingualism
- Customer support
- Data entry
- Call center experience
- Payment processing
- Call management
- Call center operations
- Database management
Languages
English
Full Professional
Spanish
Full Professional
Timeline
Bilingual Customer Service Representative
Foundever (Businessolver)
09.2025 - 12.2025
Medical Office Manager
New Horizons Wellness Center
01.2023 - 11.2025
Medical Assistant
Nightlight Pediatrics
01.2022 - 01.2023
Medical Assistant
Equity Urgent Care
01.2021 - 01.2022
Medical Assistant
Kids N Teens Clinic Pediatric
01.2016 - 01.2019
Federal Work Study/ Financial Aid Work Study
Everest Institute
01.2016 - 01.2016
High School Diploma - undefined
Moore High School
Medical Assistant Program -
Everest Institute