Leilani Matamoros
Lowell,MA
Summary
Call Center Representative with experience at Mass General Brigham, specializing in patient communication and support. Proven ability to handle high call volumes while maintaining exceptional service standards. Seeking to leverage skills in a medical environment to enhance patient care and operational efficiency.
Overview
5
5
years of professional experience
Work History
Call Center Representative
Mass General Brigham
Lawrence, Massachusetts
08.2025 - Current
- Managed high-volume inbound calls for patient inquiries and appointment scheduling.
- Assisted patients with navigating online portals for appointment management.
- Documented call interactions and patient details in the customer relationship management system.
- Collaborated with healthcare teams to resolve patient issues efficiently.
- Implemented process improvements to enhance call response times and service quality.
- Maintained confidentiality and compliance with HIPAA regulations during all communications.
- Updated customer accounts, addresses and contact information within call management databases.
- Assisted patients with prescription refills and medication inquiries.
- Educated patients on office policies and procedures during calls.
- Handled sensitive patient information while ensuring confidentiality standards.
ER Technician
Lowell General Hospital Saints Campus
Lowell, MA
02.2021 - 11.2025
- vitalize patients and reported to nurse or physician if above or below normal levels.
- Safely transferred patients to wheelchair or stretchers for transportation to other departments.
- Offered information, support and comfort to patient families.
- Took patients' vital signs, collected medical specimens and updated information in patient charts.
- Applied and educated patients on orthopedic devices, such as walking with crutches.
- Greeted, guided and offered assistance to patients and visitors.
- Responded to cardiac monitor alarms and other codes requiring immediate response.
- Participated in continuing education programs to maintain professional competency.
- Operated a variety of diagnostic equipment such as EKG's, oxygen saturation monitors, blood pressure cuffs, glucometers and pulse oximeters.
- Assisted with CPR and airway clearing procedures during emergencies.
- Collected blood samples for lab analysis to diagnose disease or screen for health problems.
Education
High School Diploma -
Greater Lowell Technical High School
Tyngsboro, MA06-2020
Skills
- Vital sign assessment
- Patient transportation
- Cardiac monitoring
- Medical specimen collection
- Orthopedic device application
- Patient family support
- Orthopedic splint application
- CPR
- 12-lead EKG monitoring
- Phlebotomy
- Customer service
- Call handling
- Communication skills
- Patient charting
- Team collaboration
- Time management
- Answering questions
- Call center customer service
- Appointment scheduling
- Call documentation skills
- Gathering information
- Call triage
- Patient confidentiality
Languages
English
Native/ Bilingual
Spanish
Native/ Bilingual
Timeline
Call Center Representative
Mass General Brigham
08.2025 - Current
ER Technician
Lowell General Hospital Saints Campus
02.2021 - 11.2025
High School Diploma -
Greater Lowell Technical High School