ERIKA MARTEL

Primarily acts as the first point of contact for customers, addressing inquiries, resolving issues, and providing information regarding services, often through phone calls, emails, or online chat, while maintaining a high level of customer satisfaction and adhering to company policies, with a focus on accurate data entry and timely responses to customer needs, particularly in the healthcare or administrative support sectors where Chenega operates.
Key responsibilities may include:

• Handling inbound customer inquiries: Answering phone calls, emails, and online chat messages from customers regarding billing questions, appointment scheduling, benefits verification, or general service information.
• Customer data management: Accurately updating customer information in the database, including demographics, insurance details, and service history.
• Issue resolution: Investigating and resolving customer complaints or concerns in a timely manner, escalating complex issues to the appropriate departments when necessary.
• Policy interpretation: Understanding and explaining company policies and procedures to customers clearly.
• Product knowledge: Maintaining a comprehensive understanding of Chenega's services, eligibility criteria, and billing practices to provide accurate information.
• Compliance adherence: Ensuring compliance with all relevant regulations and data privacy guidelines.

• Schedule and dispatch drivers and service vehicles to appropriate locations according to patient needs and specifications using various computer and telephone software while ensuring fair and equitable assignments
• Relay messages and information to and from drivers and central locations ensuring clear and concise communication
• Advise personnel about traffic and appointment location conditions such as parking, construction, weather and other hazards
• Maintain detailed notes and documentation for medical personnel and insurance companies
• Demonstrate the company mission, vision and core values
• Provide exceptional customer service with a service rating of 5 stars
• Ensures discretion with confidential information in accordance with HIPA guidelines
• Organize information relevant to medical personnel for ease of patient safety and care
• Attend required meetings and prove by excellent written and verbal communication by taking notes and distributing agendas
• Have a clear understanding of industry standards and effectively train others in industry requirements
• Lead weekly team meetings, 1x1s and staff meetings to ensure policy and procedure changes are identified and clearly understood
• Liaison for training new hires on processes, call flows and management of patient care

• Obtains referral requests in writing, verbally or via telephone/fax
• Prioritize referrals and completes patient appointments with correct information
• Notifies the patient and referring office of the appointment and/or authorization approval as needed
• Coordinates physician meetings/luncheons with Occ med offices, new and existing
• Liaison between office and Occ med office-main point of contact for offices to troubleshoot and resolve issues, concerns etc
• Work with internal management and personnel to implement necessary process changes and network with other practice's referral coordinators and staff
• Analyze referral data: Utilizing Next Gen to analyze data to measure referral trends and patterns and to drive corporate/physician marketing efforts
• General office duties as requested

• Wrote Blogs for the practice website
• Point of contact for Marketing the Mona Lisa Touch and Bio T
• This includes meetings with doctors and providers to educate on the new products being launched
• Arranged the provider meeting for their monthly numbers for the partners
• Administrator for Yelp and Google reviews for all 6 of the practices
• On a monthly basis I met with our clients at outside offices to check in on them and inform them of the new products about to be launched
• Work closely with the Doctors and partners of the practice on a day-to-day basis

• Helping patients navigate through the healthcare system
• Outreaching undocumented and underprivileged women 19-26 to educate them on HPV and the importance of vaccination
• Educating providers and staff on HPV with presentations and training
• Updating CIIS registry and At Its Root
• Pulling patient data through AZARA to create patient reports
• Outreaching patients face to face at appointments

• Manager for a 5-provider Occupational Clinic.
• Responsible for managing the back office medical assistants, ordering durable medical equipment, and medications for Doc RX.
• Durable medical fittings and training.
• Client annual physicals, phlebotomy, Department of Transportation physicals, and collecting pre-employment, random, and reasonable suspicion drug and alcohol specimens.
• Responsible for ordering medications and office supplies.
• Dispensing Doc's Rx.
• Sending medical records to outside facilities.
• Posting patient payments.
• End-of-day deposits.
• Greeting patients daily.
• Assessing immediate needs and triage.
• Rooming patients as they arrive to do intake and vitals.
• Giving critical information to the providers.
• Quality control of all medications is conducted monthly.
• Ordering supplies weekly, stocking rooms daily.
• Assisting the APM in clinical changes.
• Training new staff in the front office and the back office.
• Working closely with the staff, providers, and APM to make sure the clinic is efficient.

• Lead Medical Assistant for the front and back office.
• Collecting copays, daily deposits, and scheduling patients for procedures and ultrasounds.
• Phone triage, sending medical records to outside facilities, and the OB ward.
• Phlebotomy draws.
• Made sterile procedure packs.
• Prepping rooms and rooming patients.
• Assisting with colposcopy, sutures, D&C, IUD insertion, and LEEP procedures.
• Met with expecting parents for prenatal intake.