Jennette Castillo
San Juan Capistrano,CA
Summary
I have over 18 years experience in the Healthcare profession including expertise in the followings:
• Front desk customer service
• Department Manager
• Insurance verification
• Physician and employee credential specialist
• administrative assistant
• Physical Therapist Aide
My goal is to join a company that requires the immediacy use of comprehensive skills and experience that I have acquired. You will find me to be strongly self-motivated and professional with the ability to communicate effectively at all levels.
Overview
2025
2025
years of professional experience
1
1
Certification
Work History
Customer Service Store Manager
Treasures antiques
Ontario, California
11.2016 - 08.2024
- Created weekly work schedules for store personnel.
- Implemented efficient systems for tracking stock movement.
- Conducted daily store operations, including opening and closing procedures and cash handling.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Organized promotional events to increase product awareness.
- Trained and mentored associates to teach daily tasks and procedures.
- Built customer confidence by actively listening to concerns and complaints and quickly resolving issues.
- Monitored employee performance and identified performance gaps for corrective action.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Established store tactics and strategies to achieve operational performance and sales goals.
- Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Assessed operational efficiency of the store's departments.
- Maintained accurate records of employee performance reviews.
- Prepared staff work schedules and assigned team members to specific duties.
- Coordinated and directed activities of businesses or departments concerning production, pricing and sales.
- Delivered excellent customer service and adhered to standard practices to maximize sales and minimize shrinkage.
- Delegated work to staff, setting priorities and goals.
- Balanced sales, reconciled cash and made bank deposits to facilitate opening and closing duties.
- Generated repeat business by responding to customer concerns with friendly and knowledgeable service.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Ensured compliance with safety regulations and company policies.
- Developed strategies to maximize sales and profitability.
- Exceeded team goals and resolved issues by sharing and implementing customer service initiatives.
- Enhanced customer satisfaction and store operations through relationship building and daily problem-solving.
- Recruited, trained and supervised new employees.
- Resolved customer complaints in a timely manner.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Established customer service standards and monitored staff compliance.
- Showcased and built visually appealing displays and signs to encourage customers to buy specific products.
- Assisted with customer requests and answered questions to improve satisfaction.
- Identified needs of customers promptly and efficiently.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Worked effectively in team environments to make the workplace more productive.
- Managed inventory and supplies to ensure materials were available when needed.
Physical Therapy Aide/ Dept. Manager
Chino valley medical center
Chino, California
09.1992 - 11.2002
- Enhanced professional development and clinical knowledge through continuing education and peer reviewed literature.
- Studied treatment plans and adjusted exercises periodically to maximize benefits.
- Administered simple range of motion exercises.
- Answered patient questions promptly through email, phone and in person.
- Applied modalities such as electrical stimulation, ultrasound, and hot and cold packs as directed.
- Ensured compliance with all healthcare regulations and standards during therapy sessions.
- Helped maintain a safe environment for both staff members and patients by following infection control policies.
- Worked with physical therapist and other disciplines to provide adaptive equipment for improving patient function.
- Documented patient physical therapy treatments and made observations on improvement.
- Transported patients from one area of the facility to another using wheelchairs or other assistive devices when necessary.
- Assisted in the use of assistive devices and prosthetic training for patients.
- Helped patient accomplish treatment plan and accept therapeutic devices by administering manual exercises.
- Positioned and secured patients onto therapy equipment to facilitate smooth and safe treatments.
- Provided hydrotherapy and whirlpool treatments focused on improving circulation and relaxing muscles.
- Engaged in continuing education to stay updated with the latest physical therapy techniques and practices.
- Facilitated communication between patients, families, and healthcare professionals.
- Adhered to infection-control policies and protocols to attain safe and clean working environment.
- Liaised with physical therapist to deliver appropriate therapy according to care plan.
- Educated patients and families on exercises and home care techniques for continued care.
- Managed and ordered supplies to maintain inventory stock.
- Used various mechanical and electrical equipment and prosthetic and orthotic devices to properly treat patients.
- Treated patients to relieve pain, develop or restore function and maintain maximum performance.
- Prepared treatment rooms prior to patient arrivals by cleaning surfaces, stocking supplies and ensuring all safety protocols are followed.
- Helped transport frail or disabled patients to different treatment areas.
- Managed multiple tasks simultaneously while providing excellent customer service in a busy office environment.
- Took messages from patients and promptly relayed to appropriate staff.
- Checked-in patients when they arrived at the front desk; obtained necessary paperwork from them prior to check-in process.
- Verified patient demographics, entered data into electronic health record system and provided support to physicians.
- Retrieved faxes and uploaded documents to patient charts to assist clinical staff.
- Scheduled and confirmed patient appointments and consultations.
- Greeted patients, verified insurance information and collected copays.
- Managed front office customer service, appointment management, billing and administration tasks to streamline workflow.
- Scheduled appointments, managed patient records and updated medical histories.
- Called patients to confirm scheduled appointments and obtain additional details.
- Provided administrative support such as filing documents, photocopying materials and organizing office supplies.
- Entered insurance, demographics and health history into patient database.
- Informed patients of financial responsibilities prior to rendering services.
- Carried out daily tasks by professionally communicating with physicians, nursing staff, technicians and medical assistants.
- Conducted patient intake interviews to collect medical information and insurance details.
- Photocopied insurance cards, documented details and verified patient coverage for upcoming procedures or appointments.
- Communicated with patients with compassion while keeping medical information private.
- Handled incoming mail including sorting letters according to departmental guidelines.
- Coordinated with insurance companies regarding payment verification processes prior to delivering treatment plans.
- Created new patient files upon request while adhering to organizational policies regarding file maintenance.
- Answered multi-line phone system and directed callers to requested personnel and departments.
- Delivered high-quality administrative and customer service to sustain patient and work flows.
- Ordered and maintained supply inventory for medical office.
- Managed office phone lines by checking voicemail, returning calls and directing messages to team members.
- Greeted patients, determined purpose of visit and directed to appropriate staff.
- Adhered to HIPAA requirements to safeguard patient confidentiality.
- Provided customer service to patients including answering questions about treatments or services offered by the practice.
- Assisted in preparing treatment rooms for patient examinations by stocking supplies and ensuring proper sanitation standards were met.
- Straightened up waiting room to maintain neat and organized space.
- Processed patient payments and scanned identification and insurance cards.
- Exceeded customer satisfaction by finding creative solutions to problems.
Administrative Asst. / Credentialing Specialist
Laguna hills surgery center
Laguna Woods, California
- Maintained up-to-date records of credentialing statuses in database systems.
- Confirmed facility and user credentials to initiate and maintain registration and enrollment processes.
- Ensured strict confidentiality of provider information in accordance with HIPAA regulations.
- Addressed and resolved discrepancies in provider documentation during credentialing.
- Conducted regular audits of credentialing files to ensure accuracy and completeness.
- Attended meetings and seminars related to healthcare industry regulations and trends.
- Prepared correspondence for various departments concerning credentialing updates or requests for additional information.
- Provided guidance and support to new providers throughout the credentialing process.
- Directed customer inquiries to appropriate department personnel.
- Managed incoming calls while providing information or transferring callers to appropriate personnel.
- Answered questions from customers regarding products and services offered by the company.
- Greeted visitors in a professional manner, responding to inquiries and directing them to appropriate personnel.
- Handled incoming calls and directed callers to appropriate department or employee.
- Coordinated mailings including sorting mail, preparing packages for shipping via courier service or postal service.
- Developed and implemented filing systems, both digital and physical, improving document organization and retrieval efficiency.
- Responded to customer issues to provide immediate resolution and improve retention.
- Provided administrative support to the executive team, including scheduling meetings and managing calendars.
- Greeted visitors and provided general information about the company.
- Pleasantly welcomed visitors, answered phone calls, and maintained front reception desk.
- Developed and maintained filing systems for confidential documents and records.
- Composed letters, memos, reports, emails, presentations and other written correspondence as required by management staff.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Sorted and distributed incoming faxes, letters and emails for office distribution.
- Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Recognized by management for providing exceptional customer service.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Completed day-to-day duties accurately and efficiently.
Skills
Customer service skills
Certification
. Physical therapist aide certificate . Wound care certificate . Foundation of burn care and Rehab certificate . Certificate of pain asse
Timeline
Customer Service Store Manager
Treasures antiques
11.2016 - 08.2024
Physical Therapy Aide/ Dept. Manager
Chino valley medical center
09.1992 - 11.2002
. Physical therapist aide certificate . Wound care certificate . Foundation of burn care and Rehab certificate . Certificate of pain asse
Administrative Asst. / Credentialing Specialist
Laguna hills surgery center