Jocelyn Martinez
Chicago,IL
Summary
Adept at enhancing patient experiences and streamlining clinic operations, my tenure at Midwest Express Urgent Care honed my skills in HIPAA compliance and customer service. Leveraging expertise in EMR/EHR and phlebotomy techniques, I significantly improved clinical efficiency. My background also includes excelling in high-pressure environments, evidenced by superior time management and client satisfaction achievements.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Medical Assistant
Midwest Express Urgent Care
06.2023 - 06.2024
- Sanitized, restocked, and organized exam rooms and medical equipment
- Obtained client medical history, medication information, symptoms, and allergies
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations
- Performed medical records management, including filing, organizing and scanning documents
- Documented vital signs and health history for patients in clinic and hospital environments
- Collected and documented patient medical information such as blood pressure and weight
- Maintained a safe and clean clinical environment by adhering to infection control guidelines and disposing of biohazardous waste properly
- Scheduled appointments, registered patients, and distributed sample pharmaceuticals as prescribed
- Performed phlebotomy tasks efficiently while ensuring minimal discomfort for patients during blood collection procedures
- Enhanced clinic efficiency by assisting physicians with routine procedures and diagnostic tests
- Answered telephone calls to offer office information, answer questions, and direct calls to staff
- Completed EKGs and other tests based on patient presentation in office
- Oriented and trained new staff on proper procedures and policies
- Measured patient pulse oximetry
Call Center Representative
Erie Family Health Center
11.2021 - 01.2023
- Managed high call volumes while providing exceptional customer support and maintaining professional composure
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions
- Adhered to company policies and scripts to consistently achieve call-time and quality standards
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues
- Processed debit and credit card and electronic check payments
- Streamlined call flow processes for more efficient response times and increased productivity
Pet Care Associate
Bentleys Pet Stuff
01.2021 - 02.2022
- Increased client retention rates through building strong relationships with pet owners and consistently delivering high-quality care.
- Managed inventory of pet supplies including food, toys, grooming tools, ensuring availability of necessary items at all times.
- Provided exceptional customer service through clear communication, timely responses to inquiries, and professional demeanor at all times.
- Contributed to team success by collaborating with coworkers to ensure that all tasks were completed efficiently and effectively.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Managed time efficiently in order to complete all tasks within deadlines.
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Improved customer satisfaction with targeted training programs for retail staff on product features and benefits.
- Consistently met or exceeded sales goals by effectively promoting salon services and retail products to clients.
Call Center Representative
AHS Family Health Center
02.2018 - 12.2020
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
Education
High School Diploma -
Chicago, IL08.2013
Skills
- HIPAA Compliance
- Patient/Client Scheduling
- Customer Service
- Medical terminology
- EMR / EHR
- CPR
- Phlebotomy Techniques
- First Aid
Certification
- CPR Certification
- BLS Certification
Timeline
Medical Assistant
Midwest Express Urgent Care
06.2023 - 06.2024
Call Center Representative
Erie Family Health Center
11.2021 - 01.2023
Pet Care Associate
Bentleys Pet Stuff
01.2021 - 02.2022
Call Center Representative
AHS Family Health Center
02.2018 - 12.2020
High School Diploma -
- CPR Certification
- BLS Certification
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