Ivana Henry
HHW
San Antonio,TX
3
Certifications
9
years of professional experience
Medical assistant supporting front office and clinical flow with scheduling, patient intake, chart review, and exam room preparation. Handles vital signs, injections, phlebotomy, and EHR documentation while keeping records accurate and organized. Ready to step into a Lead Medical Assistant direction by coordinating patient visits and supporting daily clinical operations.
Work History
Certified Medical Assistant/ Front Desk Receptionist
6 Months- Manage 80 patient intakes per shift while collecting histories, rooming patients, and preparing charts for visits.
- Schedule appointments, manage front-desk flow, and support timely patient check-ins and referrals.
- Maintain patient records, review charts, and complete accurate documentation in the electronic health record.
- Sterilize equipment, prepare rooms, and support medical procedures, including IV therapy, hormone replacement therapy, and weight loss therapy.
- Handle weekly deposits, money management, insurance liaison tasks, and referral coordination with attention to office accuracy.
- Communicate clearly with patients, resolve front-desk issues, and maintain a calm, supportive experience throughout the visit.
Certified Clinical Medical Assistant
6 Months- Completed 70 patient intakes per day while maintaining accurate records and EHR documentation.
- Recorded vital signs, updated patient charts, and maintained detailed medical records.
- Administered injections and medications while following clinical instructions and office procedures.
- Drew blood samples and supported phlebotomy workflows during patient visits.
- Sterilized equipment and assisted with medical procedures to keep exam rooms ready for care.
- Assisted with patient exams and coordinated care tasks with a clear, supportive bedside manner.
Customer Service Representative
1 Year 9 Months- Provide tailored solutions by assessing customer needs and matching products or services to their requests.
- Answer product and service questions with detailed, accurate information that supports informed customer decisions.
- Maintain professionalism and empathy in each interaction to build trust and strengthen customer rapport.
- Document customer interactions and feedback in CRM systems to keep records accurate for follow-up and reference.
- Support service consistency by balancing high call volume with strong resolution times and customer satisfaction.
Customer Service Representative
8 Months- Monitored and investigated credit card transactions to identify suspicious activity and initiate timely fraud resolution.
- Handled unauthorized transaction disputes in line with Apple policies and industry standards to deliver accurate outcomes.
- Evaluated credit limit increase requests by completing detailed risk assessments and applying responsible lending practices.
- Maintained current knowledge of fraud regulations and best practices to keep all work aligned with compliance requirements.
Customer Service Representative
1 Year 3 Months- Led a team of 5 to 6 people reviewing and addressing customer feedback across multiple lines of business.
- Analyzed customer service trends to identify recurring issues and opportunities for better resolution.
- Streamlined feedback workflows to improve team efficiency and shorten response times.
- Collaborated with cross-functional teams to align service handling with broader business objectives.
- Resolved customer concerns across multiple lines of business with timely, effective follow-up.
- Improved overall customer experience by strengthening consistency and quality across service touchpoints.
- Maintained timely handling of customer feedback while supporting consistent communication across the team.
Restaurant Manager
3 Years 10 Months- Managed daily restaurant operations to maintain efficiency, consistency, and food and service quality.
- Interviewed, selected, trained, and supervised up to 10-12 staff at a time across shifts.
- Collected customer feedback and used it to implement service improvements within the restaurant.
- Reconciled cash and credit card transactions to maintain accurate daily records.
Education
Phlebotomy Certification
CCMA Certification - Medical assistant
BLS Certification
- Coursework includes patient care
- Medical terminology
- Medical office procedures
- Clinical skills
- HIPPA compliance
- CPR & First Aid Certification
High School Diploma
Skills
Vital signs monitoring
Injection administration
Phlebotomy & blood collection techniques
Medication administration
Patient intake
Electronic health record management
Medical billing & insurance coding
Medical office procedures
Certification
BLS Certification
Timeline
Certified Medical Assistant/ Front Desk Receptionist
HHW
07.2025 - 01.2026Read More
Certified Clinical Medical Assistant
Alexander Roka, MD Health & Wellness
01.2025 - 07.2025Read More
Customer Service Representative
Alorica
03.2023 - 12.2024Read More
Customer Service Representative
Apple
07.2022 - 03.2023Read More
Customer Service Representative
Marcus by Goldman Sachs
04.2021 - 07.2022Read More
Restaurant Manager
Taco Bell and KFC
06.2017 - 04.2021Read More
High School Diploma
Read More
Pima Medical Institute
BLS Certification
Read More
Pima Medical Institute
Phlebotomy Certification
Read More
Pima Medical Institute
CCMA Certification from Medical assistant
Read More