Jondra Diaz
Brooklyn,NY
Summary
Personable and dedicated Customer Service Representative with extensive experience in the Healthcare industry. Committed highly self-motivated employee with desire to take on new challenges. Adept at working effectively unsupervised and quickly mastering new skills. Great communication skills with various organizational levels. Highly-motivated employee with desire to take on new challenges. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Medical Assistant
NYU Langone Hospital - Brooklyn
Brooklyn, NY
03.2010 - Current
- Scheduled and confirmed appointments/consultations for patients with physicians and other health care provider services via phone and in person.
- Answered patient questions about services.
- Updated patient records with condition status.
- Handling incoming telephone calls and answering questions for patients and providers
- Managed patient conflicts and challenging situations by staying calm and accessing internal knowledge bases to develop strategic solutions.
- Mentored junior team members and managed employee relationships.
- Coordinated patient appointments, maintained files and received incoming phone calls.
- Interviewed and engaged patients to obtain medical history, chief complaints and vital signs.
- Relayed messages from patients to physicians about concerns, condition updates or refill requests to facilitate treatment.
- Organized charts, documents and supplies to maintain team productivity.
- Adhered to HIPAA requirements to safeguard patient confidentiality.
- Documented notes during patient visits.
- Educated patients about medications, procedures and physician's instructions.
- Responded to patient callbacks and phone-in prescription refill requests.
- Secured patient information and maintained patient confidence by completing and safeguarding medical records.
- Participated in team meetings to improve workflows and contribute to improving patient population outcomes.
- Assessed, documented and monitored vital signs for patients within outpatient setting.
- Managed front office customer service, appointment management, billing and administration tasks to streamline workflow.
- Greeted patients, determined purpose of visit and directed to appropriate staff.
- Assisted physicians with finalizing reports, speeches or presentations.
- Collaborated with local pharmacies to resolve and clarify issues with patient medication.
- Coordinated workflow based on stat, schedule, or outpatient needs.
Recruitment Specialist
Rapid Realty Franchise LLC
Brooklyn , NY
01.2016 - 01.2018
- Supervised, coached and mentored recruiters to achieve individual and school recruitment targets.
- Maintained current calendar of job fairs and employment opportunities in each state.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Responded to customer issues to provide immediate resolution and improve retention.
- Coordinated communications, taking calls, responding to emails and interfacing with clients.
- Answered telephone calls to give information to callers, take messages or transfer calls to appropriate individuals.
- Recruited 20 candidates per role and used diverse screening tools to identify qualified talent.
- Contacted all job applicants to inform them of their application status.
- Restructured referral programs to convert at higher percentages.
- Interviewed job applicants to obtain information on work history, education or job skills.
- Selected qualified job applicants or referred to managers to make hiring recommendations.
Office Manager's Assistant
Treat And Release Medical Center
Brooklyn, NY
03.2007 - 02.2010
- Managed office inventory and placed new supply orders.
- Identified needs of customers promptly and efficiently.
- Oversaw receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.
- Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
- Elevated customer satisfaction ratings by promptly resolving client and case issues.
- Organized files, developed spreadsheets, faxed reports and scanned documents, maintaining front desk and reception area in neat and organized fashion.
- Pleasantly welcomed visitors, answered phone calls and maintained front reception desk.
- Kept office equipment functional and supplies well-stocked to promote efficient operations.
- Handled incoming calls and directed callers to appropriate department or employee.
- Updated system to organize office documentation, maximizing efficiency and increasing productivity.
- Executed on-time, under-budget projects by solving complex issues for senior leadership.
Education
Associate of Applied Science - Healthcare
01.2010
- Honor Roll
- Leader
Skills
- Spanish Fluency
- Creative Problem Solving
- Building Customer Trust and Loyalty
- Translation and Interpretation Services
- Customer Service
- Issue and Complaint Resolution
- Call Documentation
- Responding to Difficult Customers
- Decision Making
- Multitasking and Prioritization
- Clear Communication
- Time Management
- Critical Thinking
- Supply Management
- Training and Development
- Team Building
- Problem Resolution
- Goal Setting
- Recruitment and Hiring
- Staff Training
- Scheduling and Coordinating
- Calm and Professional Under Pressure
- Quality Control
- Epic Systems
- Patient Advocacy
- Employee Work Scheduling
- Understanding Customer Needs
- Resolving Issues
- Providing Customer Support
Languages
Spanish
Native/ Bilingual
Certification
- World Class Customer Service, Dale Carnegie Trainings
- Communicate Effectively, Dale Carnegie Trainings
- Culture Alignment Workshop
Timeline
Recruitment Specialist - Rapid Realty Franchise LLC
01.2016 - 01.2018
Medical Assistant - NYU Langone Hospital - Brooklyn
03.2010 - Current
Office Manager's Assistant - Treat And Release Medical Center
03.2007 - 02.2010
FRANKLIN CAREER INSTITUTE, BROOKLYN - Associate of Applied Science, Healthcare