IBETTE GALLEGOS
HOLLISTER,CA
Summary
Advanced healthcare delivery through innovative practices and meticulous adherence to medical protocols, ensuring high standards of patient care.
Overview
2027
2027
years of professional experience
1
1
Certification
Work History
Patient Service Representative
Sutter Health
San Jose, CA
09.2023 - Current
- Provided compassionate support to patients, fostering a welcoming environment that encourages open communication and trust.
- A Patient Service Representative (PSR) acts as a crucial first point of contact in a healthcare setting, handling administrative tasks like patient registration, appointment scheduling, insurance verification, and collecting payments.
- Key responsibilities include providing information to patients, assisting with necessary paperwork, and ensuring a positive patient experience.
- To be successful in this role, strong communication, organizational, and computer skills are essential, along with a high school diploma or GED.
- Key Responsibilities
- Patient Interaction:
- Greet patients and visitors, answer phones, and provide general information or directions within the facility.
- Administrative Tasks:
- Schedule appointments, register patients, update medical records, and assist with various forms and paperwork.
- Financial Assistance:
- Verify insurance coverage, collect payments, and help patients understand their financial responsibilities.
- Care Coordination:
- Assist with care coordination and help patients navigate through the medical center or clinic.
- Technology Use:
- Assist patients with using interactive kiosks and other technology for check-in and other services.
- Required Skills
- Communication Skills:
- Excellent verbal and written communication is vital for interacting with patients, staff, and visitors.
- Organizational Skills:
- The ability to manage multiple tasks and information effectively is crucial.
- Customer Service Skills:
- A welcoming and helpful demeanor is essential to provide a positive patient experience.
- Technical Skills:
- Proficiency with computers and data entry, including managing and filing information accurately.
- Attention to Detail:
- A strong ability to notice and correct errors, especially when dealing with patient information and financial data.
Certified Medical Assistant
Palo Alto Medical Foundation
Los Gatos, CA
05.2016 - Current
- Welcomes patients by greeting them, in person or on the telephone; answering or referring inquiries.
- Prepares patients for the health care visit by directing and/or accompanying them to the examining room; providing examination gowns and drapes; helping them to position themselves for the examination and/or treatment; arranging examining room instruments, supplies, and equipment.
- Verifies patient information by interviewing patient; reviewing and/or recording medical history; taking vital signs; confirming purpose of visit or treatment.
- Supports patient care delivery by helping health care providers during examinations; preparing laboratory specimens; performing basic laboratory tests on the premises; disposing of contaminated supplies; sterilizing medical instruments; administering medications on the premises; authorizing drug refills as directed; telephoning prescriptions to pharmacies.
- Educates patients by providing medication and diet information and instructions; answering questions.
- Completes records by recording patient examination, treatment, and test results.
- Generates revenues by recording billing information of services rendered; completing insurance forms; responding to insurance and other third-party inquiries.
- Keeps supplies ready by inventorying stock; placing orders; verifying receipt.
- Keeps equipment operating by following operating instructions; troubleshooting breakdowns; maintaining supplies; performing preventive maintenance; calling for repairs.
- Maintains safe, secure, and healthy work environment by following, and enforcing standards and procedures; complying with legal regulations.
- Maintains patient confidence and protects operations by keeping patient care information confidential.
- Updates job knowledge by participating in educational opportunities.
Lead Medical Assistant
Tootoonchi Chiropractic Inc
Cupertino, CA
10.2015 - 05.2016
- Greets patients and visitors to the medical office and obtains all required information to register patient. Assists patients in completing all forms and routes those forms to the appropriate staff or department. Inputs registration demographic and insurance information into computer. Reviews current registration information with patient updating information as required. Determines patient insurance eligibility.
- Review provider schedules in advance to ensure pre-registration of new patients. Assembles and sends new patient packets, registration packets, history and physical forms prior to scheduled appointments.
- Assembles patient paperwork per established Standard Work. Produces charge/encounter tickets ensuring that the correct patient information is obtained as needed.
- Schedules patient visits per established Standard Work. Confirms, cancels, and reschedules appointments and notifies clinical staff of appointment changes per Standard Work. Discusses scheduling conflicts or problems with supervisors or clinical staff. Provides schedule updates throughout the day.
- Informs clinical staff when patient has arrived; routes patient to appropriate clinical area.
- Promptly answers incoming telephone calls. Routes calls as appropriate or takes detailed, accurate, legible messages. Communicates with answering service regarding office hours.
- Checks patient out at the end of visit as per office procedures. Arrives, cancels and no shows appointments. Prepares No Show letters per office procedures.
- Responsible for collection of outstanding balances as indicated on encounter ticket. Per office procedures, determines total charges for visit and calculates patient financial responsibility per established policies and procedures. Collects required copayments, payments (cash, check, credit card), issues receipts and records MRN, makes change, etc., per Standard Work. Ensures that billing information and collections are routed to appropriate staff/department.
- Opens or closes office as shift requires, ensuring that all doors are secured; equipment turned on/off and communicates problems to supervisor in a timely manner.
- Rooms patients utilizing best practice MA workflow and maintains patient flow per schedule.
- Anticipates patient care needs and consults with provider as needed.
- Documents patient information collected, care given and treatment provided as well as charges in a clear and concise manner.
- Assists with patient phone messages/tasks and documents. Conducts callbacks per provider instruction in an efficient and timely manner, while maintaining proper telephone etiquette.
- Organizes, stocks and maintains an orderly, clean and uncluttered work area, including but not limited to exam rooms, procedure rooms and patient care areas.
- Adheres to all safety standards, including but not limited to, equipment maintenance, infection control, universal precautions and use of personal protective equipment as needed for all patient care procedures.
- Maintains current knowledge of medications, waste disposal and sterile techniques.
- Attends and actively participates in mandatory clinical/business department meetings/in-services, staff meetings and assigned committees.
- Responds to and participates in all medical emergencies and codes.
Sale Support Representative
AT&T Mobility
Union City, CA
01.2010 - 01.2014
- Provides support to the sales team by relieving them of administrative work
- Assist with sales when needed
- Work in a team environment to meet and exceed assigned goals
- Resolving customer issues promptly
- Troubleshooting effectively and following up with customers issues
- Inventory management, cash management, point of sale
- Paperwork/ Recordkeeping
- Act as the operational liaison between agents, vendors, customers, and various departments
- Ordering, maintaining, receiving, returning, tracking and securing equipment and supplies
- Answering inbound calls, scheduling appointments.
Lead Teller
Corporate America Credit Union
Santa Clara, CA
01.2006 - 01.2008
- Supervised all tellers while working.
- Provided approvals when needed to complete certain transactions.
- Greeted customers upon entry to bank lobby.
- Made certain tellers used excellent customer service skills at all times.
- Performed drawer reconciliations and made coin and cash vault deposits.
- Assisted tellers in answering complex customer account questions when needed.
- Performed end-of-shift double drawer counts and reconciliations.
- Made coin and cash vault deposits.
- Made certain all tellers had the correct amounts in drawers at beginning of shifts.
Administrative Assistant
Mortgage Brokers
Milpitas, CA
2005 - 2006
- Managed scheduling and coordination of meetings for mortgage brokers and clients.
- Assisted in preparing loan documentation, ensuring accuracy and compliance with regulations.
- Maintained organized filing systems for client records, enhancing retrieval efficiency.
- Facilitated communication between brokers and clients, addressing inquiries promptly.
- Organized office supplies and resources, optimizing operational workflow within the team.
- Supported data entry processes into mortgage software, improving information accuracy.
- Developed training materials for new administrative staff to streamline onboarding processes.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
- Improved document processing speed by introducing automated templates for routine correspondence.
- Coordinated travel arrangements for staff, ensuring cost-effective and timely accommodations and transportation.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Completed forms, reports, logs, and records to quickly handle all documentation for human resources.
- Built and maintained excellent customer relationships through timely response to inquiries and going above and beyond to accommodate unusual requests.
Customer Sales Service Representative
Wells Fargo Bank
Sunnyvale, CA
01.2005 - 01.2006
- 40% of the time on sales and up to 40% of the time on cash transactions.
- Performed a wide range of services including document preparation, account servicing/maintenance (account reconciliation, address change, stop payments, account closings, transfers, notary, processing check orders), and problem resolution.
- Customer service along with support to Bankers and store management.
- Cash handling
- Solicits new accounts and cross-sells products and services.
- Followed-up on Teller referrals and also had teller responsibilities.
Cashier
Big Lots
Milpitas, CA
01.2002 - 01.2005
- Cash handling.
- Stocking.
- Customer service.
- Inventory.
- Drawer auditing.
Education
Diploma - Medical Assistant
Institute for Business and Technology
Santa Clara, CA01.2005
Diploma - General Education
Milpitas High School
Milpitas, CA01.2002
Skills
Oversaw cash management processes to enhance customer service experiences Directed patient care initiatives by leveraging medical terminology and interpersonal skills Managed cash register operations and ensured accurate money handling Led clerical activities including filing and record-keeping to improve efficiency Championed the use of scheduling software and mobile devices for streamlined communication Coordinated telecommunication efforts to optimize customer interactions Supervised specimen collection and injection procedures to maintain high standards of care
Certification
- Medical Assistant (April 2005 to 2021)
- Certified Medical Assistant (CMA) (April 2017 to May 2022)
- Certified Clinical Medical Assistant
- CPR Certification
LANGUAGES
English (Native), Spanish (Native)
COURSES
- BASIC LIFE SUPPORT (BLS) Apr 2022 - Apr 2023 American Heart Association
- AED CERTIFICATION 2016 American Heart Association
Timeline
Patient Service Representative
Sutter Health
09.2023 - Current
Certified Medical Assistant
Palo Alto Medical Foundation
05.2016 - Current
Lead Medical Assistant
Tootoonchi Chiropractic Inc
10.2015 - 05.2016
Sale Support Representative
AT&T Mobility
01.2010 - 01.2014
Lead Teller
Corporate America Credit Union
01.2006 - 01.2008
Customer Sales Service Representative
Wells Fargo Bank
01.2005 - 01.2006
Cashier
Big Lots
01.2002 - 01.2005
Diploma - Medical Assistant
Institute for Business and Technology
Diploma - General Education
Milpitas High School
Administrative Assistant
Mortgage Brokers
2005 - 2006