Gladys Morales
Laredo,TX
Summary
Experienced Medical Office Manager with deep understanding of healthcare administration and patient care coordination. Focused on streamlining office operations to increase efficiency and service quality, while maintaining strong relationships with patients and medical professionals. Previous work resulted in improved operational workflows, increased patient satisfaction, and strengthened compliance with healthcare regulations. Skillset includes strategic planning, staff management, financial oversight, and communication skills.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Medical Office Manager
Urgent Care On Del Mar
Laredo, TX
09.2024 - Current
- Created and maintained office policies and procedures to ensure smooth operations and compliance with all state regulations.
- Coordinated with insurance companies to verify coverage of services rendered.
- Maintained accurate patient data, including medical history, laboratory results, billing information and other relevant documents.
- Scheduled appointments for patients in accordance with their individual needs and preferences.
- Trained new staff on office procedures, software programs and customer service protocols.
- Provided support to physicians by organizing patient charts prior to scheduled appointments.
- Handled telephone inquiries from patients regarding appointment scheduling or general questions about the practice's services.
- Assisted in resolving conflicts between staff members and addressing any issues that arose related to patient care or safety concerns.
- Monitored inventory levels of supplies necessary for daily operations of the office.
- Reviewed employee time sheets for accuracy before submitting them for payroll processing.
- Participated in budgeting activities for the practice by analyzing cost trends over time.
- Oversaw day-to-day operations of the front desk area to ensure efficient flow of patients through check-in and checkout processes.
- Recruited qualified candidates for open positions within the practice when necessary.
- Performed administrative tasks such as preparing correspondence or maintaining personnel files.
- Managed staff scheduling and set patient scheduling policy.
- Supervised patient billing, collection and financial counseling and assisted with cash posting.
- Maintained and managed filing, chart keeping and organizational systems for practice.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Organized and maintained documents, files and records.
- Monitored office supplies to replenish needed inventory before depletion.
- Managed paper or electronic filing systems by recording information, updating paperwork and maintaining documents.
- Pitched in to help with office tasks during busy periods and staff absences.
- Established work procedures or schedules to organize daily work of administrative staff.
Medical Assistant
Urgent Care On Del Mar
Laredo, TX
10.2022 - 09.2024
- Assisted physicians with patient care by taking vital signs, patient histories and preparing patients for examinations.
- Administered injections, medications and treatments as directed by the physician.
- Provided assistance to medical staff in performing minor surgical procedures.
- Prepared laboratory specimens for analysis and organized lab results for review by the physician.
- Maintained accurate medical records through filing, charting, transcription and data entry into electronic health record system.
- Answered phones, scheduled appointments and managed patient flow while greeting visitors in a professional manner.
- Performed basic laboratory tests such as urinalysis and blood glucose levels under direct supervision of a physician or registered nurse.
- Educated patients on healthcare topics such as nutrition and disease prevention methods.
- Ordered medical supplies, maintained inventory logs and restocked exam rooms when needed.
- Conducted EKGs, spirometry testing, audiograms and other diagnostic tests as requested by the physician.
- Inspected equipment to ensure proper working order prior to use on patients.
- Organized patient charts before each day's clinic sessions began.
- Collected samples from patients for laboratory testing purposes.
- Ensured that all instruments used during exams were cleaned properly after each use according to established protocols.
- Kept examination rooms clean, stocked with necessary supplies and prepared for incoming patients.
- Registered new patients into practice management software program accurately entering demographic information.
- Filed insurance claims forms in accordance with applicable regulations.
- Scheduled appointments for patients via phone and in person.
- Prepared treatment rooms for patients by cleaning surfaces and restocking supplies.
- Measured vital signs and took medical histories to prepare patients for examination.
- Interviewed and engaged patients to obtain medical history, chief complaints and vital signs.
- Relayed messages from patients to physicians about concerns, condition updates or refill requests to facilitate treatment.
- Organized charts, documents and supplies to maintain team productivity.
- Cleaned and maintained medical equipment following procedures and standards.
- Documented notes during patient visits.
- Responded to patient callbacks and phone-in prescription refill requests.
- Educated patients about medications, procedures and physician's instructions.
- Secured patient information and maintained patient confidence by completing and safeguarding medical records.
- Contacted pharmacies to submit and refill patients' prescriptions.
- Participated in team meetings to improve workflows and contribute to improving patient population outcomes.
- Incorporated outside records into charts and EHR.
- Answered phones, scheduled appointments, greeted patients and ordered supplies.
- Conducted patient interviews to gather health history, vital signs and information about current medical issues.
- Prepared treatment rooms for patient examinations.
- Verified appointment times with patients, preparing charts, pre-admission and consent forms.
- Kept facility stocked with necessary supplies, equipment and instruments.
- Explained treatment procedures and physicians' instructions.
- Oversaw patient registration, insurance verification, form completion and appointment scheduling to maintain operational efficiency.
- Handled general office duties to support administrative staff during peak hours.
- Positioned patients properly during examination or treatment for comfort and safety.
- Collected, labeled and stored laboratory specimens properly prior to testing.
- Assisted back office patient processes to reduce office wait times.
- Supported administrative staff by processing payments.
- Administered medications under physician's supervision.
- Processed orders for medical supplies and lab equipment.
- Communicated with pharmacies for prescription refills on behalf of supervising physician.
- Changed dressings on wounds to prevent infection and check for healing.
- Conducted routine laboratory tests and sample analyses to monitor diseases.
Field Operations Testing Specialist
Curative Medical
Laredp, TX
10.2020 - 07.2024
- Performed COVID-19 testing on individuals who met the criteria for testing according to CDC guidelines.
- Provided education about COVID-19 prevention, transmission, and safety measures.
- Collected swab samples from patients for laboratory analysis of COVID-19 status.
- Assisted in the distribution of masks and hand sanitizers to individuals entering the facility.
- Coordinated with security personnel to manage the flow of traffic during peak screening times.
- Implemented and enforced social distancing measures during the screening process.
- Participated in training sessions to stay informed on the latest COVID-19 developments and safety protocols.
- Ensured confidentiality and sensitivity when handling personal health information.
- Sanitized screening equipment and work areas regularly to prevent contamination.
- Educated visitors and staff on COVID-19 prevention measures and the importance of screening.
- Acted as site liaison to promote proper hygiene, social distancing and other preventive practices.
- Offered protective masks and face shields to guests.
- Communicated professionally to explain COVID-19 screening procedures to staff members and visitors.
- Worked outdoors in extreme cold or heat to screen incoming visitors for COVID-19 symptoms.
- Sanitized work area and sterilized equipment and instruments to comply with protocols.
- Oversaw client flow through COVID-19 collection station.
- Set up screening stations to take temperatures and check individuals for COVID-19 symptoms.
- Reminded individuals to follow proper social distancing and comply with mask mandates.
- Explained reason for testing and process involved to each client.
- Maintained cleanliness of testing booth and testing materials to comply with CDC guidelines.
- Followed in-process quality control procedures and performed accurate data entry of patient information to prepare collected specimens for testing and analysis.
- Administered required COVID-19 rapid tests and collected specimens using proper swabbing technique.
- Collected and prepared nasal-pharyngeal samples for PCR testing of COVID-19 in accordance with standard methods and processes.
Field Operatios Team Lead
Curative Medical
Laredo, TX
09.2021 - 04.2022
- Provided leadership and guidance to team members, ensuring that tasks were completed on time and to a high standard.
- Developed strategies to increase team productivity and improve customer service levels.
- Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
- Trained new staff in relevant processes and procedures.
- Resolved escalated customer complaints or queries promptly and efficiently.
- Ensured compliance with company policies and procedures throughout the team.
- Monitored team performance against targets, taking corrective action where necessary.
- Performed COVID-19 testing on individuals who met the criteria for testing according to CDC guidelines.
- Provided education about COVID-19 prevention, transmission, and safety measures.
- Collected swab samples from patients for laboratory analysis of COVID-19 status.
- Ensured proper handling and disposal of potentially contaminated materials in accordance with health regulations.
- Monitored inventory levels of supplies needed for testing such as swabs, reagents, gloves, masks, ensuring adequate stock at all times.
- Educated community members on the importance of following social distancing guidelines and wearing face coverings when out in public.
- Collected and prepared nasal-pharyngeal samples for PCR testing of COVID-19 in accordance with standard methods and processes.
- Administered required COVID-19 rapid tests and collected specimens using proper swabbing technique.
- Oversaw client flow through COVID-19 collection station.
- Sanitized work area and sterilized equipment and instruments to comply with protocols.
- Worked outdoors in extreme cold or heat to screen incoming visitors for COVID-19 symptoms.
- Communicated professionally to explain COVID-19 screening procedures to staff members and visitors.
- Offered protective masks and face shields to guests.
Donor Center Technician/Phlebotomist
Grifols Biomat USA
Laredo, TX
10.2017 - 07.2019
- Verified donor eligibility according to established criteria.
- Conducted donor interviews prior to collections, ensuring all paperwork was completed accurately and completely.
- Maintained a clean and orderly work environment at all times.
- Processed samples collected from donors for further testing or analysis as needed.
- Monitored donor reactions to ensure safety standards were met throughout the donation process.
- Prepared documents related to donations including labels, forms, and reports.
- Demonstrated knowledge of standard operating procedures related to collection processes.
- Responded promptly and professionally to inquiries from donors regarding their experience at the center.
- Supported marketing efforts by distributing promotional materials at events or through mailings.
- Attended staff meetings regularly in order to stay informed about new policies or procedures.
- Trained new employees on proper techniques for collecting, handling, labeling, storing, shipping, and disposing of biological specimens safely and effectively.
- Followed laboratory guidelines for handling biological specimens.
- Collected blood or tissue samples from patients for lab work.
- Cleaned and calibrated laboratory equipment.
- Assisted in the collection of plasma donations from donors.
- Conducted required safety checks to ensure compliance with all regulations.
- Maintained accurate records of donor collections, including volume and type of donation.
- Performed quality control tests on collected plasma samples.
- Inspected and sterilized equipment before and after each use according to established protocols.
- Educated donors about the importance of donating plasma safely and responsibly.
- Monitored donor vitals throughout the donation process, such as temperature, pulse rate, blood pressure.
- Reviewed donor files for accuracy and completeness prior to donation process.
- Collaborated with nursing staff to determine eligibility for potential donors based on health history review.
- Maintained a clean and safe environment by adhering to infection control guidelines at all times.
- Assisted in training new employees on proper procedures related to donor collection processes.
- Verified consent forms were signed by donors prior to beginning the donation process.
- Provided excellent customer service by responding promptly to inquiries from donors or staff members.
- Transported collected samples in accordance with OSHA requirements for hazardous materials handling.
- Adhered strictly to all HIPAA regulations when dealing with confidential patient information.
- Reported any irregularities or problems encountered during the plasma collection process immediately.
- Identified best veins for intravenous lines and blood draws, avoiding unnecessary pokes.
- Assessed plasma collection machines for proper functionality.
- Obtained variety of blood samples through venipuncture or capillary puncture using syringes, butterfly needles and straight needles.
- Assessed donor vital signs during and after procedures to check for fatigue or dizziness.
- Screened prospective donors by conducting interviews, obtaining medical histories, and measuring vital signs.
- Counseled patients to ease fears, explain procedures, and enhance cooperation during blood draws.
- Checked hemoglobin levels of individuals prior to blood donation.
- Collected specimen samples and transported to laboratory for processing.
- Interacted with patients to gather and record data prior to blood draws.
- Offered snacks and beverages to blood and plasma donors to maintain proper sugar levels.
- Performed venipuncture and other blood collection procedures according to established standards.
- Maintained a clean, safe, and organized work environment.
- Verified patient information prior to specimen collection.
- Calibrated equipment according to manufacturer specifications.
- Identified patients using proper procedures prior to specimen collection.
Registered Dental Assistant
Imagine Dental
Laredo, TX
04.2015 - 05.2017
- Monitored and recorded patient vital signs, including temperature, pulse rate, blood pressure and respiration.
- Assisted in dental procedures, such as scaling and root planing.
- Sterilized instruments and equipment in accordance with established protocols.
- Provided instruction to patients on proper oral hygiene techniques and preventive care measures.
- Prepared trays of instruments for dental procedures.
- Maintained inventory of supplies used during treatments.
- Assisted dentist in the administration of local anesthetics and nitrous oxide sedation.
- Educated patients on post-operative instructions regarding diet, medications and activities.
- Documented all treatment plans in patient records according to office standards.
- Greeted incoming patients, verified insurance coverage and scheduled appointments.
- Managed the front desk operations by answering phones, scheduling appointments and verifying insurance information.
- Took intraoral radiographs using digital X-ray equipment per doctor's orders.
- Set up operatories with appropriate instruments for each procedure prior to patient arrival.
- Instructed patients on how to use prescribed oral health aids and products.
- Collected payments from patients at time of service or following completion of treatment plan via cash or credit card transactions.
- Ensured that all paperwork was completed accurately prior to patient departure from office visit.
- Provided chairside assistance during periodontal surgeries as needed.
- Sanitized equipment, cleaned treatment rooms and restocked supplies after each patient's treatment to maintain cleanliness and prepare for next patient.
- Assisted dentists in permanent and temporary restorative procedures, applied dental fillings, placed temporary crowns and seated permanent crowns.
- Stocked and prepared exam and treatment rooms by setting up required instruments, tools, supplies and equipment.
- Created dental x-rays using traditional and digital methods to help dentists detect tooth decay, cavities and other issues needing to be treated.
- Sterilized tools, exam chair, trays and surfaces for clean and safe dental office.
- Laid out dental instruments and equipment before procedures.
- Escorted patients to exam rooms while making friendly conversation to prepare for cleanings and procedures.
- Supported dentist chairside with root canal and extraction procedures.
- Educated patients on treatment procedures and post-procedure home care.
- Created bitewing, panoramic and periapical X-ray images for dentist to review.
- Exposed diagnostic dental x-rays to analyze teeth condition.
- Selected and prepared tools used for procedures by sanitizing and arranging.
- Organized patient records and kept track of treatment plans.
- Performed chairside duties including preparation of trays and passing instruments to the doctor during procedures.
- Processed payments for services rendered accurately and efficiently.
- Supported administrative tasks such as filing documents, updating medical records.
- Participated in continuing education courses related to orthodontics whenever possible.
- Attached wiring for braces and advised patient on how to properly and gently brush and floss.
- Made impressions of teeth for mouth guards and other oral fixtures.
- Prepared and polished patients' teeth before having braces installed.
- Provided chairside assistance by handing Orthodontists instruments during surgeries and procedures.
- Maintained master calendar and scheduled new appointments based on provider availability.
- Greeted and welcomed patients in a friendly and professional manner.
- Answered phone calls, scheduled appointments and verified patient insurance coverage.
- Collected payments from patients for services rendered.
- Verified patient information to ensure accuracy of records.
- Assisted dentists in providing dental treatment to pediatric patients.
- Educated parents on proper oral hygiene techniques for children.
- Prepared rooms for dental procedures by sterilizing instruments, setting up trays and ensuring that all necessary items were present.
- Assisted the dentist during a variety of treatments such as restorations, crowns, bridges, root canals, extractions and scaling and cleaning procedures.
- Performed chair side duties including taking x-rays, making impressions and pouring models.
- Applied protective coating of fluoride to teeth during dental procedures.
- Assisted dentist during examination by retracting patient's tongue and cheeks.
Education
High School Diploma -
Martin High School
Laredo, TX05-1999
Skills
- Staff Scheduling
- Attention to Detail
- Team Supervision
- Patient Registration
- Physician Group Management
- Budget Control
- Insurance Eligibility and Verification
- Reception Management
- Team Leadership
- Strong Work Ethic
- Conflict Resolution
- Inventory Control
- Electronic Health Records Management
- Inventory Maintenance
- Team Leadership and Motivation
- Critical Thinking
- Conflict resolution abilities
- Effective Multitasking
- Strong interpersonal skills
- Administrative Support
Certification
- CPR
Languages
English
Professional
Spanish
Professional
Timeline
Medical Office Manager
Urgent Care On Del Mar
09.2024 - Current
Medical Assistant
Urgent Care On Del Mar
10.2022 - 09.2024
Field Operatios Team Lead
Curative Medical
09.2021 - 04.2022
Field Operations Testing Specialist
Curative Medical
10.2020 - 07.2024
Donor Center Technician/Phlebotomist
Grifols Biomat USA
10.2017 - 07.2019
Registered Dental Assistant
Imagine Dental
04.2015 - 05.2017
- CPR
High School Diploma -
Martin High School
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