Katherine Vega
Miami,FL
Summary
Knowledgeable and dedicated customer service professional with extensive experience in medical industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
11
11
years of professional experience
Work History
Area Manager
Leon Medical Centers
01.2022 - Current
- Led a team to achieve company goals and exceed targets consistently, fostering a positive work environment.
- Managed daily operations for optimal performance, ensuring timely completion of tasks and projects.
- Conducted regular performance evaluations to identify areas for improvement and develop action plans for growth.
- Managed over 20 employees at a time
- Coordinated with various departments to facilitate smooth communication, enhancing operational effectiveness.
- Supervised various locations, enforcing high-quality standards of operation.
- Completed payroll for over 20 employees, coordinated time off and vacation time.
Center Support Specialist
Leon Medical Centers
08.2018 - 01.2022
- Achieved high satisfaction rating through proactive one-call resolutions of patient, employee and MD issues.
- Reduced downtime to support quality control, and complete projects on time.
- Assisted team leaders by providing status and performance reports with information on areas for improvement.
- Resolved concerns with services to help with retention and comprehensiveness.
- Answered calls, emails and faxes daily, addressing employee inquiries, solving problems and providing system information.
- Welcome New Hire - Receive New Hire in main lobby - Staff introductions - Escort New Hire to appropriate department - Provide contact information for further assistance - Follow up on user access to clock in.
- Daily Tasks - Participate once a week on an Admin huddle (communicate and receive feedback on center issues) - Center rotation {all departments) in the mornings and afternoons - User observations - Report "Weekly Updates" to center Admin - Inform users of new communications.
- Delivering Newsflashes and Tip sheets - Test and validate potential questions using SUP environment - Evaluate best approaching for delivery, i.e. huddle, printout - Sign in sheets (if required) will be sent back to Lead on a daily basis _ Include the CIS when delivering any clinical related Communication so they a re aware of the new workflows or minor changes.
- Reporting Issues - System issues will be reported via email to LMC Service Desk and CC Leon Medi Connect desired application - Explain users the Importance of sending Chart corrections, i.e. try to delete a note documented in the wrong patient when you are not the author.
- Meetings/Conference calls - loin to CSS Conference call every other week for updates - Be available to travel to Doral for onsite trainings - Arrive/Join on time Be proactive on asking questions - Be prepared with Solutions to Take notes and Make sure to have a comfortable environment to always make sure you have privacy and a workspace with network access.
Front Desk Receptionist
Leon Medical Centers
08.2016 - 08.2018
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Check in and check out patients for their appointments.
- Used computer programs and registration systems to schedule patients for routine and complex procedures.
- Referred and screened patients to make best use of resources, triage staff and serve community members.
- Completed clerical duties and tasks for clinic administration.
- Checked patient insurance, demographic and health history to keep information current.
- Verified and updated demographic and other personal information for patients with respect to personal boundaries when asking for important details.
- Helped patients complete necessary medical forms and documentation.
- Maintained current and accurate medical records for patients.
Customer Service Supervisor
Burlington Coat Factory Department Store
01.2014 - 08.2016
- Coached employees through day-to-day work and complex problems.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Assessed and authenticated customer exchanges, voids and returns.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Kept high average of performance evaluations.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
Education
Associate of Arts - Elementary Education
Miami Dade College
Miami, FL04.2014
Skills
- Upbeat and Positive Personality
- POS Systems and Ordering Platforms
- Responding to Difficult Customers
- Customer Account Management
- Coaching and mentoring
- Business Development
- Focus and Follow-Through
- Administrative Management
- Business administration
- Training and Development
- Good Telephone Etiquette
- Bi Lingual- English and Spanish
Timeline
Area Manager
Leon Medical Centers
01.2022 - Current
Center Support Specialist
Leon Medical Centers
08.2018 - 01.2022
Front Desk Receptionist
Leon Medical Centers
08.2016 - 08.2018
Customer Service Supervisor
Burlington Coat Factory Department Store
01.2014 - 08.2016
Associate of Arts - Elementary Education
Miami Dade College
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