HEIDY PERALTA

Flushing,NY

Summary

Organized and dependable candidate, successful at managing multiple priorities, with a positive attitude. Bringing over 5 years of hands-on experience in fast-paced medical environments. Excellent planning and problem-solving skills, paired with the ability to build relationships and rapport with clients and colleagues throughout my work career. Focused on helping others find balance and inner peace through lifelong physical, mental, emotional, and spiritual health. Customer Service Representative with background in providing exceptional support and resolving customer inquiries. Skilled in communication, problem-solving, and maintaining positive relationships with customers. Demonstrated ability to improve customer satisfaction and loyalty through attentive service and effective issue resolution. Committed to enhancing team performance by sharing knowledge and best practices in customer service operations.

Overview

years of professional experience

Certification

Work History

ED (Emergency Department) Customer Service Specialist / Patient Experience

Orlando Health / Arnold Palmer Hospital for Children

Orlando, FL

12.2023 - Current

Handles service issues from guests professionally by utilizing excellent interpersonal skills including diplomacy, tact, and a concern for patient's needs
Acts as a front-line service recovery liaison between the hospital and the patient by interviewing patients and their families
Investigates and expedites resolution of their complaints and concerns
Proactively identifies trends and makes recommendations on global and issues related to customer service
Collects, tabulates, maintains, and analyzes appropriate statistical information and reports relevant results to reflect patient satisfaction within areas of the hospital
Works to improve the hospital-patient relationship and overall customer satisfaction
Ensures that patient-driven requirements are understood by affected departments and are incorporated where appropriate and facilitates cross-departmental communications and collaboration on patient concern related issues
Establishes and maintains an environment of positive and personal interaction with the hospital administration team, other hospital staff and patients
Participates in committees that address patient survey issues and client service results
Follow-up patient calls relative to customer satisfaction
Researches, identifies and recognizes staff team members listed in patient correspondence
Conducts rounds on patients, works with Support Services facilities to resolve issues to enhance customer satisfaction

Hospitality Liaison / Holistic Reiki Practitioner

Northwell Health / Cohen's Children Medical Center

New Hyde Park, NY

12.2019 - 12.2023

Respond quickly to patient/customer requests, obtaining answers to questions regarding nonclinical information
Provide sensitive, culturally diverse assistance/guidance and emotional support to patients, families, and visitors in stressful situations
Educate, guide, and empower clients to work toward aligning their life to meet personal goals
Utilize Cipher Rounds tool to capture patient/family members experience within the hospital to collect and interpret patient experience feedback and data to identify operations needing improvement
Serve as Culture of C.A.R.E Facilitator at orientation to teach/inform new hires the Northwell culture
Support mental health and spiritual stability of patients through reiki services
Assist Holistic nurses in chronic or end of life cases

Direct Support Professional/Medical Coordinator

Lake And Watts Services, Inc

Yonkers, NY

03.2016 - 12.2017

Encouraged and supported clients to participate in recreational and leisure activities to promote social interactions and reduce loneliness
Monitored clients to assess and report physical and behavioral changes to supervisors
Conducted effective security checks and reported any breaches or breakdowns
Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters
Monitored all monthly medication orders, interim orders, and Medication Administration Records (MAR)
Monitored and tracked compliance of patients on psychotropic medications
Maintained copies of patients' immunization records and supplies for appropriate vaccinations
Monitored progress and documented patient health status changes to keep the care team updated
Assisted clients with daily living needs to maintain self-esteem and general wellness

Education

Bachelor of Science - Human Development and Family Studies

Queens College (CUNY)

Queens, NY

05.2019

Skills

Reiki Master Practitioner
CPR/Heart Saver Certified
Ability to interface with service providers
Culturally competent
Holistic therapeutic services
Teambuilding
Training

Customer Service Management
Knowledge of Microsoft Office programs
Excellent communication skills
Team player
Detail-oriented
Customer relations
Complaint handling