Kayla Ortiz
Española,NM
Summary
Hardworking Customer Service Assistant Team Leader who offers great people skills and deep understanding of patient protections. Great attention to detail and skilled administrative team member with in-dept understanding of medical standards, compliance requirements and operational procedures. A problem solver with friendly and caring mentality and excellent communication skills. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
12
12
years of professional experience
Work History
Customer Service Team Lead Assistant
MANNM
09.2022 - Current
- Stepped up to assist customer service manager with complaints and issues during times of department short staffing.
- Record Customer Service Call outs and requested time off
- Created Customer Service Work Schedule
- Communicated Ideas for the growth of Customer Service
- Changed/ Created Provider Schedule Templates on ECW
- Pulled Phone Reports
- Training New Employees
- Corrected Customer Service Errors
- Communicate issues with Customer Service Employees
- Relay changes within MANNM
Customer Service Representative
MANNM
02.2020 - 09.2022
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Managed multi-line phone system and pleasantly greeted patients.
- Helped patients complete necessary medical forms and documentation.
- Checked patient insurance, demographic and health history to keep information current.
- Transcribed phone messages and relayed to appropriate personnel.
- Enhanced office productivity by handling high volume of callers per day.
Teller
Del Norte Credit Union
11.2016 - 08.2018
- Answered customer inquiries regarding account balances, transaction history, services charges and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Learned about customer's financial needs, established trust and optimized sales opportunities resulting in quality customer service.
- Educated customers on use of banking website and mobile apps.
- Stocked supplies for customers and personal teller station.
- Maintained friendly and professional customer interactions.
- Counted, verified and handled bank deposits and armored car transactions.
- Established rapport with new clients to increase satisfaction and loyalty.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Conducted regular proof work and followed up on chargebacks and deposit corrections.
Manager
Starbucks, Barista
08.2014 - 11.2016
- Accomplished multiple tasks within established timeframes.
- Onboarded new employees with training and new hire documentation.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Evaluated employees' strengths and assigned tasks based upon experience and training.
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
- Established and updated work schedules to account for changing staff levels and expected workloads.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Applied customer feedback to develop process improvements and support long-term business needs.
- Raised performance in areas of sales, management and operations by identifying and targeting areas in need of improvement.
- Conducted monthly inventories of raw materials and components on work floor.
- Maximized productivity by keeping detailed records of daily progress and identifying and rectifying areas for improvement.
- Achieved or exceeded financial goals on regular basis by controlling expenses, optimizing schedules and regulating inventory usage.
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs.
Education
High School Diploma -
Los Alamos High School
Los Alamos, NM05.2014
Skills
- Advising Patents
- Cleaning and Sterilizing
- Front Desk Operations
- Call Transfers
- HIPAA Guidelines
- Critical Thinking
- Organization and Time Management
- Patient Data Processing
- Computer Proficiency
- Creating Team Schedule
- Regulatory Documentation
- Patient Health Information Access
- Medical Information Software
- Message and Report Transcription
- Team Goals
- Office Coordination
- Scheduling Tests and Procedures
- Appointment Booking
- Running Reports
- Creating/Changing Provider Schedule Templates
Timeline
Customer Service Team Lead Assistant
MANNM
09.2022 - Current
Customer Service Representative
MANNM
02.2020 - 09.2022
Teller
Del Norte Credit Union
11.2016 - 08.2018
Manager
Starbucks, Barista
08.2014 - 11.2016
High School Diploma -
Los Alamos High School