Jacqueline Acevedo
Palmdale,CA
Summary
I am seeking a position in management where I can utilize my skills and education. To create and implement a good work culture to deliver exceptional managerial duties which will uplift the company. Organized office professional with experience with various administrative tasks such as preparing agendas, scheduling meetings and providing customer assistance.
Overview
30
30
years of professional experience
Work History
Department Secretary
Kaiser Permanenete Pediatrics/Message Management Department
06.2019 - Current
- Organizes and expedites flow of work daily for the department manager and chief office and the department in accordance with the managers method of operation
- Schedule appointments, make arrangements for meetings, conferences, and travel
- Prepare and disseminate correspondence, memos, and forms
- Uses a variety of software to compose letters/prepares reports for executive/manager review
- Maintains confidential department files and records
- Establish and maintain an adequate inventory of material resources for a medical center clinic department
- Maintain record of both equipment and inventory
- Serve as liaison for all department functions between the departments as well as outside vendors
- Coordinate proper equipment placement to create a safe environment for patients and employees
- Managing daily/weekly/monthly agenda and arrange new meetings and appointments
- Check frequently the levels of office supplies and place appropriate orders
- Document and submit monthly expense report
- File and update contact information of staff, supplier, and external partners
- Assisted department administrator with interviews for hiring
- Set up appointments for on-boarding session
- Schedule new hire orientation
- Ensure Organizational compliance requirements are met prior to hire start date.
Service Representative Ambulatory Service
Kaiser Permanente
03.2008 - 06.2019
- Schedule member and non-member appointments and follow-ups, by telephone, mail, electronically or in person utilizing Kaiser Permanente's computer systems as directed by provider or pre-established protocol
- Ensure current schedules are accurate, makes authorized changes as appropriate
- Verify members' benefits, notifies member of applicable cost share and updates patients' demographics information to include all patient registration and billing information
- Escalate any issues as appropriate
- Direct patients to waiting areas
- Obtains relevant information to determine priority appointment time/date, confirms appointment changes due to cancellations and notifies patients of available alternate times, schedules/registers for follow up appointments, tests and procedures
- Answer calls and relays messages to staff
- Distribute questionnaires, various medical/authorization/insurance forms, patient communication materials, and completes statistical reports as requested
- Provide patient instructions as appropriate
- Perform related clerical duties as required, such as direct booking, copying, etc
- Performs related clerical duties in support of Clinic Strategic Goals and Proactive Office Encounters
- Provides telephone reception for designated area by screening and referring incoming calls to appropriate staff; takes and relays messages; gives out general or procedural information
- May assist in orienting new employees
- Maintains courteous relations with patients and staff
- Follows Labor Management Principals
- May perform other duties as required
- Cash Handling.
FRONT DESK RECEPTION/SCHEDULER/ BILLING
DR. SNOW ORTHODONTICS
08.2007 - 03.2008
- Schedule appointments
- Maintain patient records, handle insurance issues, collect payment, issue billing statements, maintain patient payment plans, accept scheduled payments, provide receipts, and make collection calls on past due accounts
- Ordering Supplies
- Collect general information from patients, making copies of insurance cards and identification
- Handle office phone lines, transferring calls, taking messages, and answering general questions from patients.
SUPERVISOR Bilingual AGENT 54
BANK OF AMERICA
04.1994 - 10.1999
- Coach, train, and performed employee’s evaluation on their performance
- Excellent problem solving, leadership, and customer service skills
- Trained call center representatives as they answer questions, handle customer complaints, and provide support for clients
- Ensuring customer agents understand and comply with all call center objectives, enforced and monitor performance, standards, and policies
- Identifying operational issues and suggesting possible improvements
- Supervised and managed team members to support agents and maximize customer satisfaction
- Prepared reports and analyzed data to assist management as they determined call center goals
- Leading team meetings, asking questions to better understand the calls representatives are receiving, educating and coach workers regarding process and practices, and explain expectations to employees
- Authorizing replacements or refunds.
Education
Business Administration in Science -
University of Phoenix
07.2023
Banking/Customer Service Representative -
Banking Institute
04.1992
Skills
- QBS Level II Bilingual-Spanish Certified
- AIA Grad 2022-Improved ASQ Wait Time Notification for Pediatrics
- Managed and supervised customer service representatives for Bank of America Call Center
- Proficient with Word and Excel
- BLS Certified-Current
- Excellent communication, customer service and relationship-building skills
- Problem solving
- 10 Key By touch/typing 35 wpm
- Organization and time management skills
- Flexibility and motivated to perform, vital work functions
- Deal promptly with correspondence
- Well organized
- Verbal Communication
- Scheduling appointments
- Insurance Verification
- Staff Training
- Inventory Coordination
- Calendar Management
- Visitor relations
- Clerical Support
- Digital Recordkeeping
- Expense Tracking
- Meeting Coordination
- Record preparation
- Multitasking and Time Management
- Fast Learner
- Clear Communication
- Customer and client relations
- Document and File Management
- Office Administration
- Data Entry
- Confidentiality and Data Protection
- Office Management
Languages
Spanish
Professional Working
Timeline
Department Secretary
Kaiser Permanenete Pediatrics/Message Management Department
06.2019 - Current
Service Representative Ambulatory Service
Kaiser Permanente
03.2008 - 06.2019
FRONT DESK RECEPTION/SCHEDULER/ BILLING
DR. SNOW ORTHODONTICS
08.2007 - 03.2008
SUPERVISOR Bilingual AGENT 54
BANK OF AMERICA
04.1994 - 10.1999
Business Administration in Science -
University of Phoenix
Banking/Customer Service Representative -
Banking Institute