Open To Work
Esmeralda D'Silva
Colorado Springs,USA
Summary
Dynamic healthcare professional with over five years of experience in healthcare, customer service, and advocacy, dedicated to enhancing client satisfaction and optimizing processes. Expertise in proactive support, issue resolution, and effective communication has led to a 98% appointment confirmation rate and a 10% improvement in workflow efficiency. Proven ability to deliver exceptional customer service while managing high-volume inquiries, contributing to a welcoming hospital atmosphere. Skilled in maintaining meticulous patient records with 99% accuracy, ensuring seamless operations that prioritize optimal patient care and staff effectiveness.
Overview
5
5
years of professional experience
Work History
Certified Medical Assistant
Matthews-vu Medical Group
08.2025 - Current
- Assisted in patient intake procedures, ensuring accurate documentation and efficient workflow.
- Administered medications and vaccines under physician supervision, maintaining compliance with safety protocols.
- Coordinated patient appointments and follow-ups, enhancing scheduling efficiency and patient satisfaction.
- Conducted routine laboratory tests, ensuring accuracy in results and timely reporting to healthcare providers.
- Managed electronic health records system, improving data retrieval speed and reducing errors in documentation.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
Patient Champion
Grapefruit Health
04.2025 - Current
- Managed front desk operations by scheduling appointments, handing client communications, processing payments, and meticulously maintaining patient records; Provided essential administrative support by ensuring a smooth and welcoming experience for clients
- Conduct over 40 weekly telehealth call attempts, resulting in approximately 12–18 patient interactions using Grapefruit Health’s web-based platform.
- Perform remote patient assessments and screenings, applying clinical knowledge to support care coordination and patient engagement.
- Escalate safety concerns and critical health issues in real time, ensuring compliance with HIPAA and Grapefruit Health protocols.
- Use digital tools and documentation systems to maintain accurate patient records and streamline remote care delivery.
Customer Service Representative
NPAH
02.2025 - 04.2025
- Managed front desk operations by scheduling appointments, handing client communications, processing payments, and meticulously maintaining patient records; Provided essential administrative support by ensuring smooth and welcoming experience for clients
- Achieved a 98% appointment confirmation rate through proactive scheduling and follow-ups, also engaging potential new clients.
- Drove potential revenue through informed product/service recommendations and maintained a 99% payment accuracy rate.
- Maintained meticulously organized records and a consistently clean environment, directly impacting positive client feedback.
Hospital Volunteer
UCHealth
09.2024 - 12.2024
- Supported patients and staff through patient activities, performing clerical duties, providing customer service and escorting individuals throughout the hospital
- Streamlined patient and visitor navigation by escorting 20+ individuals daily, ensuring efficient access to appointments and reducing potential delays.
Student Advocate
MOSAIC
08.2024 - 12.2024
- Supported holistic development of a diverse student body in assisting with programs, providing resources and fostering a welcome and inclusive campus community; Helped create an equitable environment and offered essential support service
- Spearheaded 10+ collaborative initiatives with campus departments, advocating for student needs and fostering a more inclusive environment for 500+ students annually.
- Organized 20+ high-impact events celebrating diversity and promoting critical dialogue, fostering a stronger sense of belonging among 600+ students.
- Delivered leadership development programs to 75+ students, resulting in a 30% increase in student participation in campus leadership roles.
Behavioral Health Associate
Peak View Behavioral Health
06.2024 - 07.2024
- Monitored patient behavior, assisted with daily living activities, facilitated group therapy sessions with guidance from a licensed staff; documented patient progress and communicated observations; adhered to treatment plans
- Facilitated patient progress by assisting with daily living activities and leading 2+ group therapy sessions weekly, achieving 90% patient participation in treatment goals.
- Improved unit efficiency by maintaining meticulous patient records with 99% accuracy, managing patient belongings, and coordinating seamless shift transitions, contributing to optimal patient care.
- Enhanced patient safety by conducting proactive safety checks every 15 minutes, promptly reporting 100+ behavioral observations to the nursing staff, and contributing to a [15% reduction in patient incidents.
Operations Processor
Randstad Staffing, Wells Fargo
02.2022 - 06.2022
- Managed complex financial transactions while providing customer service and ensuring compliance with company policies; Investigated payment inquiries and assisted with various operational support functions
- Managed 50+ daily calls and high-volume mail, ensuring accurate information flow.
- Provided administrative assistance, processing documents and maintaining office organization.
- Processed 100+ daily requests with 98% accuracy, improving workflow efficiency by 10%.
Student Advocate
Portland Community College
10.2020 - 06.2021
- Provided peer support and advocacy to students; Answered student inquiries, offered referrals to campus resources, assisted with promotion and execution of campus events; Collaborated with staff and student organizations to foster an inclusive campus environment
- Delivered confidential support to 50+ students, facilitating their access to Title IX and legal resources, and increasing their utilization of safety planning by 30%.
- Developed and implemented 5+ impactful programs, reaching 200+ students and resulting in a 25% increase in student participation in well-being initiatives.
- Collected data from multiple student surveys to drive systemic changes, advocating for improved support services and contributing to a 15% increase in student satisfaction with campus inclusivity.
Education
Bachelor of Science - Nursing
University of Colorado
Colorado Springs, CO06.2027
Medical Assistant Certification (CMAA) - undefined
MedCerts
Colorado Springs, CO07.2025
NHA – CPT Certified - undefined
MedCerts
Colorado Springs, CO07.2025
NHA – CET Certified - undefined
MedCerts
Colorado Springs, CO07.2025
American Heart Association - undefined
Colorado Springs, CO06.2024
Basic Life Support (BLS) - undefined
Colorado Springs, CO06.2024
Skills
- Communication (Verbal and Written)
- Coordination
- Teamwork
- Collaboration
- Medical Terminology
- Patient Care
- Assess and Monitor Patient Conditions
- Administer Medications
- Medical Documentation
- Data Entry
- Accuracy
- Electronic Health Records (EHR and EMR)
- Scheduling
- Payments
- Clinical Procedures
- Diagnostic Tests and Procedures
- Patient Education
- Infection Control
- Safety Protocols
- Sterilization and Disinfection Procedures
- Problem-Solving
- Microsoft Office Suite (Word, Excel, PowerPoint)
- Data Analysis
- Email Management Software (Gmail, Outlook)
- HIPAA compliance
- Medical terminology
- Specimens collection and processing
- Patient scheduling
- Patient care
- Vital sign monitoring
- Sterilization techniques
- Patient documentation
- Patient assessments
Timeline
Certified Medical Assistant
Matthews-vu Medical Group
08.2025 - Current
Patient Champion
Grapefruit Health
04.2025 - Current
Customer Service Representative
NPAH
02.2025 - 04.2025
Hospital Volunteer
UCHealth
09.2024 - 12.2024
Student Advocate
MOSAIC
08.2024 - 12.2024
Behavioral Health Associate
Peak View Behavioral Health
06.2024 - 07.2024
Operations Processor
Randstad Staffing, Wells Fargo
02.2022 - 06.2022
Student Advocate
Portland Community College
10.2020 - 06.2021
Medical Assistant Certification (CMAA) - undefined
MedCerts
NHA – CPT Certified - undefined
MedCerts
NHA – CET Certified - undefined
MedCerts
American Heart Association - undefined
Basic Life Support (BLS) - undefined
Bachelor of Science - Nursing
University of Colorado
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