Jhoselin Lopez
Sioux Falls,SD
Summary
Skilled Spanish Interpreter and Customer Service Representative enhancing service effectiveness and customer satisfaction through performance coaching and cultural competence. Maintains HIPAA compliance in healthcare communication, leads teams, and improves operational efficiency. Monitors performance, delegates tasks, and motivates team members, fostering collaboration and delivering innovative solutions.
Overview
16
16
years of professional experience
2
2
Certifications
Work History
Remote Spanish Interpreter/Team Leader
Cyracom International Inc.
Remote
09.2023 - 12.2025
- Delivered remote interpretation services for 911 dispatch centers, police departments, and hospitals, ensuring accurate communication in critical situations.
- Ensured culturally relevant message delivery, enhancing comprehension and service outcomes across diverse populations.
- Coached 10 interpreters remotely, improving service effectiveness by 30% through performance guidance.
- Supported onboarding of over 15 new interpreters with structured feedback aligned to company protocols.
- Provided exceptional customer service over the phone, resolving inquiries efficiently and boosting client satisfaction by 20%.
- Assisted in training new interpreters on best practices and industry standards.
Remote Spanish Medical Interpreter/Senior Customer Support Specialist
AMN Language Services
Remote
11.2021 - 06.2023
- Facilitated clear and accurate communication for a GYN/OB office through remote interpretation services, significantly improving patient understanding and satisfaction.
- Delivered Video Remote Interpreting (VRI) and Over-the-Phone Interpreting (OPI) services for healthcare and business clients, improving communication access across diverse populations.
- Proactively guided patients and customers by providing tailored support and addressing individual needs in a professional, empathetic manner.
- Ensured strict adherence to HIPAA regulations and ethical standards, safeguarding patient confidentiality and fostering trust.
- Maintained and organized patient accounts for 300+ individuals, ensuring accurate, timely documentation and supporting efficient healthcare delivery.
- Handled an average of 50+ inbound customer calls per day while minimizing hold times and maintaining high customer satisfaction.
- Provided cultural insights to healthcare providers, supporting improved patient engagement, care quality, and service outcomes.
Spanish Medical Interpreter
Lehigh Valley Health Network
Bethlehem, Pennsylvania
11.2017 - 10.2021
- Delivered Over-the-Phone (OPI) and Video Remote Interpreting (VRI) services, improving access for diverse patient populations.
- Facilitated accurate medical interpretation for over 100 patients and clinical staff, supporting informed decision-making.
- Streamlined communication between patients and healthcare providers to enhance clarity and effectiveness.
- Guided patients with limited English proficiency through hospital processes using adaptive communication techniques.
- Provided cultural insights to healthcare providers, fostering patient engagement and trust.
- Sight-translated surgical and diagnostic documentation, enhancing patient comprehension and reducing miscommunication.
- Strictly adhered to HIPAA regulations, ensuring ongoing compliance and safeguarding patient information.
- Proofread and edited healthcare documents to ensure clarity, accuracy, and professionalism.
- Assisted in patient intake processes to ensure clear understanding of medical needs.
Quality Assurance /Lead Manufacturing Technician
Orasure Technologies
Bethlehem, Pennsylvania
10.2015 - 11.2017
- Conducted comprehensive quality assurance and functional testing on HIV device subassemblies, resolving 95% of identified issues for regulatory compliance and product reliability.
- Assembled and rigorously tested components to exceed safety, performance, and quality specifications.
- Performed routine calibration and maintenance of manufacturing equipment, ensuring consistent on-time production and adherence to quality standards.
- Implemented targeted process improvements that enhanced productivity by 20% across multiple departments.
- Trained production team members on advanced equipment operation, reducing errors and improving overall efficiency.
- Provided personalized technical support and customer guidance, achieving a 25% increase in customer satisfaction and repeat business.
Medical Assistant/ Technical Partner
Lehigh Valley Health Network
Allentown, Pennsylvania
03.2011 - 08.2014
- Executed high-volume clinical procedures for more than 100 patients, ensuring accurate and timely diagnoses.
- Delivered compassionate, patient-centered care to 15 patients daily, monitoring vital signs and executing clinical procedures to support health outcomes.
- Collaborated with nursing and medical staff to effectively implement patient care plans, supporting positive outcomes.
- Anticipated needs of patients, nurses, and physicians, streamlining workflows to improve satisfaction and minimize wait times.
- Streamlined patient scheduling and managed appointment calendars to enhance operational efficiency.
Quality Assurance Analyst/Bilingual Customer Service Representative
Synchronoss Technologies, Inc/ AT&T & DIRECTV Cont
Bethlehem, Pennsylvania
01.2010 - 03.2011
- Executed high-volume clinical procedures for more than 100 patients, ensuring accuracy and efficiency in diagnostics.
- Delivered compassionate, HIPAA-compliant care to over 15 patients daily through vital sign monitoring and clinical procedures.
- Communicated effectively with patients by explaining procedures and addressing concerns for enhanced experiences.
- Collaborated with nurses and physicians to implement patient care plans while upholding confidentiality standards.
Education
Spanish Medical Interpreter - Healthcare
Lehigh Valley Health Network
Allentown, PA11-2017
Medical Assistant -
Northampton County Area Community College
Bethlehem, PA03-2011
High School Diploma -
William Allen High School
Allentown, PA06-2009
Some College (No Degree) - Business Administration And Management
Lehigh Carbon Community College
Schnecksville, PASkills
- Remote interpretation
- Cultural competence
- HIPAA compliance
- Medical terminology
- Document proofreading
- Customer relationship management
- Inbound call handling
- Performance coaching
- Effective communication
- Problem solving
- Team leadership
- Training development
- Fluent spanish
- Code of ethics
- Spanish fluency
- Documentation skills
- Video remote interpreting
- Customer support
- Conflict resolution
- Quality assurance
- Documentation management
- Client satisfaction
- Active listening
- Team coaching
- Communication skills
- Time management
- Task prioritization
- Relationship building
- Positive and professional
- Appointment scheduling
- Inbound and outbound calling
- Microsoft Office Suite
- EMR updating
- EMR
- EMR / EHR
- EMR systems
Languages
Spanish
Native/ Bilingual
Certification
Medical Assistant
Timeline
Remote Spanish Interpreter/Team Leader
Cyracom International Inc.
09.2023 - 12.2025
Remote Spanish Medical Interpreter/Senior Customer Support Specialist
AMN Language Services
11.2021 - 06.2023
Spanish Medical Interpreter
Lehigh Valley Health Network
11.2017 - 10.2021
Quality Assurance /Lead Manufacturing Technician
Orasure Technologies
10.2015 - 11.2017
Medical Assistant/ Technical Partner
Lehigh Valley Health Network
03.2011 - 08.2014
Quality Assurance Analyst/Bilingual Customer Service Representative
Synchronoss Technologies, Inc/ AT&T & DIRECTV Cont
01.2010 - 03.2011
Spanish Medical Interpreter - Healthcare
Lehigh Valley Health Network
Medical Assistant -
Northampton County Area Community College
High School Diploma -
William Allen High School
Some College (No Degree) - Business Administration And Management
Lehigh Carbon Community College