Isabella Goldman
McKinney,TX
Summary
Compassionate Veterinary Receptionist/Assistant with the poise to tackle multiple tasks in a office/hospital centered environment. Offering excellent interpersonal communication skills, phone etiquette skills, and knowledge of Veterinary Medicine. Known for being kind, compassionate, professional and dependable. Highly skilled in customer service and appointment scheduling. Pursing a career that allows me to grow and one day be a Hospital Manager.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Veterinary Receptionist/Assistant
Eldorado Animal Hospital
McKinney, TX
03.2023 - Current
- Compassionately answered and handled calls in a high volume clinic.
- Answered questions and provided education on clients pet.
- Determined if something could be seen by our general care clinic or if an emergency visit was required.
- Spoke with outside vendors such as Found Memories, Heating and AC company, landscaping company, vendors, etc.
- Took messages from clients and relayed them to the Veterinarian.
- Handled bank deposits.
- Created and ran hospitals social media sites.
- Called patients to confirm scheduled appointments and obtain additional details.
- Transmitted medical records and other correspondence by mail, e-mail, or fax.
- Communicated with patients with compassion while keeping medical information private.
- Greeted patients, determined purpose of visit and directed to appropriate staff.
- Checked in patients prior to their appointment with the veterinarian or technician.
- Provided support to veterinary technicians by preparing necessary documents before each appointment.
- Assisted with new staff training, sharing key information about veterinary practice and protocols.
- Ensured that all safety protocols were followed while handling animals in the facility.
- Ordered office supplies and pet food as needed and maintained a clean reception area.
- Prepared invoices for services rendered at the clinic and collected payments from clients.
- Kept lobby and front desk area clean and sanitary.
- Run end of day to be sure all credit card and cash transactions were logged appropriately.
- Answered incoming calls, scheduled appointments, and provided information to clients regarding services offered.
- Instructed staff members on proper handling techniques of animals during examinations or treatments.
- Leveraged ultrasound and x-ray equipment for imaging and interpreted results.
- Dispensed prescription medications upon request from veterinarians.
- Listened to clients' questions and concerns regarding pets and delivered timely responses and information on treatment protocols and procedures.
- Assisted with euthanasia when necessary according to veterinarian instructions.
- Performed routine laboratory procedures for hematology, urinalysis and serology.
Customer Service Representative
IDLife
Frisco, TX
11.2021 - 02.2023
- Responsible for day to day communication with customers and associates for a MLM business.
- Be very familiar with the companies compensation plan and rules on how we would pay out associates.
- Know the ins and outs of each and every product.
- Take upwards of 50 calls a day.
- Handle both calls, emails and chats.
- Create customize spread sheets for special projects.
- Assist management with special projects and assist with planning business trips for around 100-200 people.
- Process, place, replace and track orders.
- Attend company events that help promote the company.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Answered customer inquiries and provided accurate information regarding products and services.
- Exceeded established service goals while leveraging customer service, sales and employee management best practices.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Mentored new employees on procedures and policies to maximize team performance.
- Handled customers personal information such as social security information, tax identification, etc.
- Developed strong relationships with customers by providing personalized assistance and support.
- Set up and activated customer accounts.
- Made outbound calls to obtain account information.
Customer Service Representative
Blue Cross Blue Shield of Texas
Richardson, TX
03.2020 - 10.2021
- Work with members and providers in the Behavioral Health department to determine benefits, coverage, the best facilities in network and out of network.
- Spoke with members in distress about themselves or family members going through a behavioral health issue such as rehab, substance abuse, suicide, etc.
- Created authorizations and handled all customers personal information such as social security numbers, addresses, medical history, etc.
- Answered 50-100 calls a day.
- Prepared and evaluated CRM reports to identify problems and areas for improvement.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Updated customer accounts, addresses and contact information within call management databases.
- Checked documentation for appropriate coding, catching errors and making revisions.
- Answered telephones and directed calls to appropriate medical or administrative staff.
- Instructed clients on amounts covered under benefits plans in easy-to-understand terminology.
- Collaborated with internal staff members such as Billing Specialists, Medical Coders to resolve any discrepancies in patients' insurance information.
- Ensured that the most current version of provider contracts were stored in the database.
- Interpreted Explanation of Benefits statements from various insurers and communicated relevant information with other departments as needed.
Pet Sitting Business Owner
Self-employeed
Prosper, TX
06.2018 - 06.2021
- Provided overnight stays at client homes during vacations or business trips to ensure continuity of care for their pets.
- Walked dogs regularly to promote exercise and maintain proper health and fitness.
- Maintained detailed records of each visit, including tasks completed, medications administered, food and water intake.
- Played with dogs and cats to maintain socialization and reduce stress.
- Cleaned up pet messes and provided fresh food and water to all assigned pets.
- Monitored safety of every animal to prevent injuries from other animals or environmental hazards.
- Offered every owner exceptional customer service and support as well as top-notch care to each animal.
- Worked collaboratively with other members of the team in order to provide excellent customer service.
- Provided emotional support when pets were feeling anxious due to separation from owners.
- Delivered mail, newspapers, packages from the front porch to inside the home while caring for the pet.
- Created schedules for both myself and my staff.
- Communicated with and sent photos to clients of their pets on a daily basis.
- Developed long-term relationships with clients and bonded with animals through regular contact.
Nanny
Self-employeed
Celina, TX
05.2017 - 01.2021
- Ensured physical and social well-being of each child.
- Researched new places or activities that would be interesting and beneficial for the kids.
- Monitored the children's playtime to ensure safety and wellbeing.
- Engaged with children on individual basis to build positive, trusting relationships.
- Monitored indoor and outdoor playtime by guiding activities while watching for dangers.
- Planned age-appropriate activities to help foster physical, mental, and emotional development.
- Assisted children with daily activities, such as dressing, bathing, and feeding.
- CPR and First Aid Certified.
- Cooked and prepared meals for a family of 4.
- Completed and assisted with household duties and chores.
- Met and communicated regularly with parents to discuss children's activities and development.
- Tutored children in multiple school subjects to boost educational performance.
- Minimized TV and mobile device time by engaging children with games and physical books.
- Stayed current on all required certifications necessary for working as a Nanny.
- Stayed overnight and attended school events when parents were unavailable.
- Took children to and from school and extra-curricular activities.
Veterinary Technician
Parker Road Vet Hospital
Wylie, TX
01.2017 - 08.2017
- Triaged scheduled or emergency patients to route to appropriate surgeon or treatment area.
- Administered and monitored anesthesia for surgeries and operations.
- Observed animal physical conditions to detect illness or unhealthy conditions requiring medical care.
- Assisted veterinarians in performing surgical procedures by preparing the operating room, monitoring anesthesia levels, and administering medications to animals.
- Performed routine laboratory procedures for hematology, urinalysis and serology.
- Maintained accurate records of all treatment provided to animals including medical history files and vaccination certificates.
- Dispensed prescription medications upon request from veterinarians.
- Listened to clients' questions and concerns regarding pets and delivered timely responses and information on treatment protocols and procedures.
- Made house calls with the Veterinarian for the large game such as horses and cows.
- Assisted with euthanasia when necessary according to veterinarian instructions.
- Cleaned and maintained equipment used in veterinary practices such as cages, examination tables, autoclaves.
- Operated x-ray machines and exposed radiographic films.
Education
Associate of Arts - Liberal Arts And General Studies
Collin County Community College District
Plano, TX05-2024
Veterinary Assistant Certification - Veterinary Technology
Coastal Carolina Community College
Jacksonville, NC12-2016
Skills
- Appointment Scheduling
- Filling Prescriptions
- Customer Service
- Teamwork and Collaboration
- Effective Multitasking
- Compassionate Care
- Telephone Etiquette
- Proficient in Ally DVM
- Proficient in Cornerstone
- Proficient in Vetcove
- Proficient in Canva
- Marketing Support
Affiliations
- Reading and Writing
Certification
- Veterinary Assistant Certification
- CPR and First Aid Certified
Languages
ASL
Limited
References
References available upon request.
Timeline
Veterinary Receptionist/Assistant
Eldorado Animal Hospital
03.2023 - Current
Customer Service Representative
IDLife
11.2021 - 02.2023
Customer Service Representative
Blue Cross Blue Shield of Texas
03.2020 - 10.2021
Pet Sitting Business Owner
Self-employeed
06.2018 - 06.2021
Nanny
Self-employeed
05.2017 - 01.2021
Veterinary Technician
Parker Road Vet Hospital
01.2017 - 08.2017
Associate of Arts - Liberal Arts And General Studies
Collin County Community College District
Veterinary Assistant Certification - Veterinary Technology
Coastal Carolina Community College
- Veterinary Assistant Certification
- CPR and First Aid Certified
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