Felicia Ortega

Performed patient scheduling and registration functions to serve as initial contact point for medical office visits. Work effectively in fast-paced environments. Answered incoming calls, make refill request and sending encounter to the providers. Filed and maintained patient records in accordance with HIPAA regulations. Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic. Provided exceptional customer service to patients, answering questions and addressing concerns. Proven ability to learn quickly and adapt to new situations. Excelled in high-pressure situations, maintaining composure and professionalism during patient calls and visit. Established and maintained positive working relationships with patients, staff and clinical personnel.

Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling. Answered telephone calls to offer office information, answer questions, and direct calls to staff. Frequently double-checked

patient histories and current information while scheduling follow-ups and other appointments. Performed various administrative tasks by filing, copying and faxing documents. Obtained payments from patients and scanned identification and

insurance cards. Coordinated referrals through insurance and other medical specialists and documented details in patient charts.

Interacted with customers by phone, email, or in-person to provide information. Completed clerical tasks such as filing, copying, and distributing mail.

Ordered office supplies and kept office stocked with needed resources to operate smoothly. Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff. Kept office supplies well organized and sufficiently stocked, placing orders promptly to replenish materials before depleted.

Mentored team members to enhance professional development and accountability in workplace. Monitored cash intake and deposit records, increasing accuracy, and reducing discrepancies. Created employee schedules to align coverage. Completed vault balancing, cash reports, variances, overdrafts and addressed issues. Oversaw

and maintained smooth communication between office and client. Examined customer account applications for approvals and denials. Assisted customers with setting up or closing accounts, and signing up for new services. Balanced teller

drawers and ATM cash. Opened, closed, and updated accounts for customers. Managed escalated phone calls by applying conflict resolutions skills and extensive knowledge of bank policies, products, and services. Monitored account activity and identified suspicious transactions, taking appropriate action to prevent fraud.

Collaborated with other departments to confirm compliance with banking procedures and regulations. Executed wire transfers, stop payments and account transfers. Trained new hires on customer service policies and procedures. Educated customers on online banking and mobile banking applications.

Welcomed customers with friendly greeting, answered general questions. Answered

customer telephone calls promptly to avoid on-hold wait times. Updated account information to maintain customer records. Offered advice and assistance to

customers, paying attention to special needs or wants. Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates. Processed customer transactions promptly, minimizing wait times.

Balanced cash drawer daily and resolved discrepancies to provide accurate data

regarding cash flow.