Henry Tran
Desk Operations Specialist
Rochester,MN
Summary
Professional with robust experience in desk operations, prepared to enhance organizational efficiency and service quality. Proven track record in managing tasks, troubleshooting issues, and maintaining operational flow. Strong focus on team collaboration and achieving results, adaptable to changing needs. Skilled in communication, problem-solving, and multitasking, with dependable and flexible approach.
Overview
6
6
years of professional experience
Work History
Desk Operations Specialist
Mayo Clinic
Rochester, MN
11.2022 - Current
- Assisted Medical Doctors with rooming patients by verifying identifying information, thoroughly going over medical information and confirming accuracy, and accurately recording vital signs and documenting in electronic health records.
- Answering phone calls from patients and providing assistance on scheduling, recording questions and comments to providers, troubleshoot scheduling concerns all while providing a warm, welcoming tone.
- Ensuring a clean, safe, sanitized work environment before and after each patient visit. Thoroughly wipe down patient exam rooms and disinfect common contact points such as examination bed, exam chair, desk, keyboard and mouse, blood pressure cuff, etc.
- Being vigilant and ensuring that all patient health information is classified and secure. Thoroughly checking that each family member/friend has authorized access to patient's health information before disclosing any sensitive data. Provide a clean sweep of each examination room before and after each visit and properly disposing any health documents that may contain patient health information.
- Collaborating with team to promote new process changes and new department policies. Staying up-to-date with new training modules and asking clarifying questions to supervisors if needed.
Sales Support Representative
United Healthcare Insurance
Minnetonka, MN
09.2021 - 10.2022
- Provided exceptional customer service by resolving inquiries and processing requests efficiently.
- Collaborated with sales teams to streamline communication and enhance operational workflows.
- Managed complex client documentation to ensure compliance with company policies and procedures as well as Federal and State Laws.
- Enhanced customer satisfaction by promptly resolving issues and addressing concerns.
Patient Portal Technician
Mayo Clinic
Rochester, MN
07.2020 - 09.2021
- Provide exceptional patient care by assisting patients with troubleshooting all issues related to the official Mayo Clinic Patient Portal system.
- Which includes but is to assisting patients with:
- Walking patients step-by-step on how to properly sign up for the patient portal,
- Troubleshooting log-in errors, assist in updating information such as address, e-mail, phone numbers, contact preferences,
- Providing guidance on how to download the patient portal,
- Navigating patients through smartphone and web browser interface when patients are very new to technology.
- Collaborating with team to roll-out the video visit shift during the Covid-19 pandemic.
- Assist patients on how to properly download and install Zoom software required for virtual visits, assist patients in the navigation of Zoom user interface, and providing test video calls to ensure that patients are confident and prepared for their upcoming virtual visit all while maintaining a professional, warm, patient attitude during the encounter.
Education
Bachelor of Science - Pre-Law
Winona State University
Rochester05-2015
Bachelor of Science - Criminal Justice
Rochester Community And Technical College
Rochester, MN05-2013
High School Diploma -
John Marshall High School
Rochester06-2012
Skills
- Customer service
- Patient care coordination
- Patient scheduling
- Telephone customer support
- Professional telephone etiquette
- HIPAA compliance
Languages
English
Native or Bilingual
Vietnamese
Native or Bilingual
Timeline
Desk Operations Specialist
Mayo Clinic
11.2022 - Current
Sales Support Representative
United Healthcare Insurance
09.2021 - 10.2022
Patient Portal Technician
Mayo Clinic
07.2020 - 09.2021
Bachelor of Science - Pre-Law
Winona State University
Bachelor of Science - Criminal Justice
Rochester Community And Technical College
High School Diploma -
John Marshall High School