Jasmin Ortega Alcala
Riverside
Summary
Dedicated Member Service Representative with a proven track record of resolving complex customer issues and maintaining high levels of professionalism. Skilled in providing exceptional customer service and updating databases accurately. Known for fostering positive relationships with members and diffusing tense situations effectively. Strong in customer service and conflict resolution, with expertise in I.T systems and inventory management.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Member Service Representative
IEHP
Rancho Cucamonga
11.2024 - Current
- Provided support for new and existing members regarding services offered.
- Kept records of member interactions or transactions, thoroughly recording details of inquiries.
- Resolved complex problems by working with other departments to provide solutions that meets customer needs.
- Maintained a high level of professionalism when dealing with difficult customers.
- Developed positive relationships with member through friendly interactions.
- Updated databases with new and modified customer data.
- Provided accurate information about products and services to members.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Provided exceptional customer service to ensure customer satisfaction.
- Used approved scripts to de-escalate angry customers during telephone interactions.
- Engaged in conversation with member to understand needs, resolve issues and answer product questions.
- Resolved customer complaints promptly and efficiently.
- Answered questions regarding program requirements, policies and procedures.
- Processed member applications, updated accounts, and maintained records.
- Collaborated with other departments to ensure prompt resolution of customer complaints or disputes.
- Handled escalated calls professionally by listening carefully to the needs of each individual customer before offering appropriate solutions.
Medical Assistant
Total Foot And Ankle Center
Riverside
03.2021 - Current
- Company Overview: Healthcare
- Documented medical data in patient charts, facilitating accurate records.
- Prepared examination rooms for incoming patients by stocking necessary materials and ensuring cleanliness of the room prior to patient arrival.
- Cleaned treatment rooms and medical instruments, complying with infection control standards.
- Administered injections per physician orders while adhering to safety guidelines set forth by the facility's policy manual.
- Compiled patient histories by interviewing them regarding their medical history, family history, current medications or treatments they are undergoing.
- Stocked supplies and instruments for examination rooms.
- Supported physicians in examinations, procedures, and diagnostic tests.
- Scheduled appointments and maintained patient records.
- Organized charts before each patient visit in order to ensure that all relevant information is available during the exam.
- Demonstrated proficiency in performing administrative duties such as data entry, answering phones, ordering supplies, and managing patient records.
- Triaged patients and performed vital checks for patient flow facilitation.
- Prioritized patient needs identified through phone, electronic, and walk-in communication to comply with established guidelines.
- Monitored supply inventory for low stock and worked with staff to reorder.
- Assisted with minor surgical procedures such as suturing wounds or removing foreign bodies from skin surfaces following aseptic technique principles.
- Provided post-operative care instructions to patients after surgery or other medical procedures.
- Transcribed dictated reports from physicians into electronic health records system accurately and efficiently.
- Managed front desk operations including filing, sorting mail, faxing documents.
- Checked patients in and out electronically via computer system.
- Scanned documents into EMR systems accurately and efficiently.
- Processed payment transactions for cash, checks, and credit and debit cards.
- Scanned and documented new patient information in electronic health records for registration purposes.
- Greeted patients immediately upon arrival, providing excellent customer service.
- Assisted with medical billing and coding.
- Developed comprehensive understanding of medical billing and coding procedures to ensure accuracy in patient account management.
- Worked with coworkers to complete tasks.
- Obtained authorization for referrals and diagnostic testing using proper documentation.
- Coordinated and processed patient referrals with precision, detail, and accuracy.
- Scheduled patients, notifying of appointment date, time, and location.
- Managed incoming calls regarding referrals in a professional manner while providing accurate information.
- Healthcare
Medical Assistant
Arrowhead Orthodontis
Riverside
08.2020 - Current
- Company Overview: Healthcare
- Streamlined orthodontic procedures, enhancing patient comfort and reducing treatment times.
- Developed creative solutions for complex cases, improving overall care quality.
- Optimized appointment scheduling, significantly reducing wait times and increasing patient satisfaction.
- Implemented efficient record-keeping systems for better workflow.
- Fostered strong relationships with patients and dental professionals, ensuring seamless communication.
- Contributed to team efforts in delivering exceptional orthodontic care.
- Meticulously maintained sterilization protocols, ensuring a safe environment for patients and staff.
- Precisely managed inventory, preventing supply shortages.
- Provided compassionate care to patients, addressing concerns and explaining procedures.
- Assisted orthodontists in complex treatments, contributing to positive outcomes.
- Healthcare
Medical Assistant
COVID Clinic
Norco
01.2022 - 10.2024
- Company Overview: Healthcare
- Assisted in COVID-19 testing procedures, ensuring patient comfort and safety.
- Collaborated with healthcare team to streamline testing process and reduce wait times.
- Meticulously recorded patient information and test results, maintaining accurate medical records.
- Adhered to strict sanitization protocols to prevent cross-contamination.
- Contributed to efficient clinic operations, helping to process a high volume of daily tests.
- Adapted quickly to changing guidelines and procedures in a fast-paced environment.
- Proposed improvements to patient flow, reducing bottlenecks in the testing process.
- Participated in team discussions to enhance overall clinic effectiveness and patient experience.
- Healthcare
Education
Diploma - Medical
North West College
Riverside, CA08.2021
Diploma -
Ramona High School
Riverside, CA05.2020
Skills
- Patient Surgery
- Billing and Coding
- ICD codes
- Referrals
- Wound Care
- X-RAY Technician
- Removing Stitches
- Vital Signs
- Cast Removal
- Customer service
- Claims
- Matrixectomy Procedure
- Drawing Injections
- Customer Service
- IT
- HIPAA
- OSHA
- EKG
- EMR software
- Inventory Management
- Conflict Resolution
- Leadership
- Prioritization
- Patient Care
- Covid Testing
- Specimen Testing
- CRP
- CPR BLS card
- Sterilization
- Sport Testing
- Human Anatomy
- Medical Imaging
- Medical Records
- First Aid
- Phlebotomy
- Lab Equipment
- Medical Terminology
- Transcription
- Microsoft Word
- Physiology Knowledge
- Word typing 35 WPM
- Schedule appointments
- Infection Control
- Administrative Support
- Product knowledge
- Record keeping
- Communication skills
- Team collaboration
- Problem solving
- Data entry
- Member onboarding
- Workflow optimization
- Member account management
- Client education
- Healthcare
Certification
- First Aid Certification
- CPR Certification
- Certified Medical Assistant
- Medical member services training
- Medicare member services training
Languages
Spanish, Advanced
Timeline
Member Service Representative
IEHP
11.2024 - Current
Medical Assistant
COVID Clinic
01.2022 - 10.2024
Medical Assistant
Total Foot And Ankle Center
03.2021 - Current
Medical Assistant
Arrowhead Orthodontis
08.2020 - Current
Diploma - Medical
North West College
Diploma -
Ramona High School