Giselle Ubeda
Summary
Dedicated and dynamic Certified Medical Assistant offering experience in direct patient care and medical office management. Committed to obtaining highest level of patient satisfaction. Experienced in complying with regulatory and practice standards. Cultivates trust and rapport with patients, providers, and other office staff through excellent communication and interpersonal skills.
Overview
10
10
years of professional experience
Work History
Certified Medical Assistant
Bon Secours Mercy Health
04.2025 - Current
- Preserved clinical and administrative skills in accordance with departmental competency criteria to support patient care and daily operational activities.
- Participated in team meetings to improve workflows and contribute to improving patient experiences of care.
- Assessed, documented, and monitored vital signs for patients within outpatient setting.
- Bridged communication between upper management, providers, and other staff members.
- Assisted with back-office patient processes to reduce office wait times, and provide administrative and clinical staff support.
- Supported front desk operations while efficiently resolving patient inquiries.
- Maintained a safe and supportive environment by keeping the work area, exam rooms, and equipment clean, orderly, and safe, ensuring the availability and proper functioning of supplies and equipment.
Patient Service Representative
Bon Secours Mercy Health
03.2024 - 04.2025
- Monitored patient flow to maintain efficiency, notifying the supervisor of any department or patient issues promptly.
- Verified insurance information, patient demographic information, collected payments, and scheduled appointments.
- Demonstrated strong communication and exceptional customer service skills by greeting patients and community members respectfully.
- Utilized various software applications to access patient information while upholding strict confidentiality in compliance with HIPAA regulations.
- Coached new patient service representatives on responsibilities and expectations outlined by organization and leadership.
Account Supervisor
Humana
09.2021 - 10.2023
- Audited claims while collaborating with providers' billing departments to ensure accuracy.
- Resolved patient and provider inquiries, addressing grievances, appeals, and authorization discrepancies.
- Volunteered to be part of a specialized group of account supervisors who would be responsible for incoming interactions with abusive callers.
- Applied knowledge of medical and anatomical terminology to daily tasks and interactions.
- Ensured call center compliance with federal regulations and company procedures.
- Guided patients on plan documents, Medicare, CMS, and HIPAA policies. Also, I guided patients on how Medicare plans worked with their VA benefits.
- Served specialty groups such as veterans, mental health patients and bariatric patients on escalated matters.
- Assisted the team with report discrepancies, interpretation of report findings, documentation procedures, and Medicare guidelines.
- Learned, applied, and trained others on the use of multiple system databases used for documentation, medical claim forms, health records, pharmacy claims, medical authorization requests, Medicare policies, company procedures, and correspondence records.
Subject Matter Expert
Maximus
02.2021 - 07.2021
- Developed expertise in CDC recommendations, business systems, state databases and federal policies on coronavirus to support team members and maintained company standards.
- Coordinated and scheduled COVID-19 vaccine appointments for specialty groups of the population when vaccination first became possible, adapting to evolving procedures.
- Liaison between higher management and customer service representatives, facilitating real-time data reporting using multiple internal system databases.
- Coached team members on maintaining sensitive protected health information while using state systems in accordance with HIPAA law.
- Assisted specialty groups of the population with inquiries on COVID-19 vaccines and availability of vaccination appointments through incoming telephone interactions.
- Excellent Communication Skills
- Proficient in Microsoft Office 365
- Team player
- Active listening
- Fast and diligent learner
- Ability to multitask
Receptionist
CPC Office Technologies
04.2019 - 12.2020
- Managed data entry across multiple departments, including accounts payable, leasing, sales, inventory, and contracting.
- Greeted incoming clients in person and via telephone in a manner that maintained a warm atmosphere.
- Central point of contact for five branches, screening calls for top executives.
- Directed client inquiries using in-depth knowledge of company products, services and staff.
- Coordinated executive's schedules and monthly obligations using appointment scheduling system.
- Prepared correspondence for staff when needed.
- Maintained filing systems both manually and electronically.
Operations Specialist
Aeropostale
06.2015 - 09.2018
- Assisted store manager with day-to-day operations, tasks and customer interactions.
- Monitored performance of sales associates and merchandise sales.
- Received and processed inventory shipment in a timely fashion with a strict deadline.
- Reported inventory defects using business databases and systems to maintain accurate statistical data.
- Completed store supply order forms to maintain effective business operations.
- Stocked merchandise replenishment on sales floor.
- Coached and trained sales associates on business standards, sales initiatives and loss prevention.
Education
Certification - Medical Assistant
Med Certs
04-2025
High school diploma -
J.M. Tate High School
05-2017
Skills
- Effective communication skills
- Medical terminology proficiency
- Electronic health record systems
- Team player
- Active listening
- Diligent learner
- Efficient workload management
- Cross-functional collaboration
Accomplishments
- Won first place for the Veteran Call Initiative monthly contest with Humana 9 times and second place 6 times. The contest was for making an impact on a veteran due to the unique challenges they may face. By going the extra mile for veterans continuously, was able to assist veterans facing homelessness, a mental health crisis, food insecurity, and social loneliness.
- Volunteered to be a part of Humana's Inclusion and Diversity for Future Leaders group. The purpose of the group was to maintain professional relationships in the workplace, grow awareness to the microaggressions and macroaggressions different groups may face in the workplace, prevention of such aggressions, the need for diverse leaders and how our impact as leaders are important to our constituents.
Timeline
Certified Medical Assistant
Bon Secours Mercy Health
04.2025 - Current
Patient Service Representative
Bon Secours Mercy Health
03.2024 - 04.2025
Account Supervisor
Humana
09.2021 - 10.2023
Subject Matter Expert
Maximus
02.2021 - 07.2021
Receptionist
CPC Office Technologies
04.2019 - 12.2020
Operations Specialist
Aeropostale
06.2015 - 09.2018
Certification - Medical Assistant
Med Certs
High school diploma -
J.M. Tate High School
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