Kelly Castillo
Newark,NJ
Summary
Professional and compassionate healthcare provider with strong expertise in patient care and support. Skilled in assisting medical staff, managing patient needs, and maintaining healthcare standards. Known for effective teamwork, adaptability, and reliability in fast-paced environments. Proficient in vital signs monitoring, patient mobility assistance, and medical documentation.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Patient Care Technician / Unit Clerk( Mother Baby)
Atlantic Health System
10.2019 - Current
- Performed newborn baby baths and educated parents On newborn baths.
- fully stocked baby cribs and postpartum rooms.
- Prepared admissions charts and scanned records.
- Assisted postpartum mothers to restroom after delivery insuring safety.
- Provided excellent customer service while responsibly managing sensitive patient data in accordance with HIPAA guidelines.
- Education postpartum mothers on proper peri care after deliver.
- Documented updates to patient information in medical charts while maintaining HIPAA compliance protecting confidentiality of records.
- Measured urine output via Foley catheter and properly documented findings.
- Arranged discharges and patient transportations.
- Monitored vital signs and reported changes to nursing staff, ensuring timely medical interventions when necessary.
- Aided in the training of new hires by sharing knowledge and best practices acquired from years of experience.
- Assisted nurses with essential tasks, streamlining workflow and increasing efficiency in the healthcare setting.
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Assisted in training new Patient Care Technicians, sharing knowledge and best practices to ensure consistency in care delivery.
- Performed blood draws, EKGs, and other diagnostic tests accurately and efficiently for prompt analysis by healthcare professionals.
- Provided high-quality personal care to patients, promoting comfort and dignity during their hospital stay.
- Maintained clean and safe environment to promote patient safety and comfort.
- Contributed to a positive patient experience by keeping rooms clean, organized, and well-stocked with supplies.
- Assisted in transferring patients, beds and patient care equipment to other rooms adhering to necessary safety precautions.
- Demonstrated adaptability by working effectively with patients of diverse backgrounds and medical conditions, providing personalized care for each individual.
- Maintained strict adherence to infection control protocols, minimizing risk of disease transmission within the clinical environment.
Aetna Cvs Health Customer Service Rep ( Remote)
Health Plan One
08.2024 - 03.2025
- Handled high volume of both inbound and outbound calls.
- Documented each and every call using the company's software system.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Maintained up-to-date knowledge of product and service changes.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Educated customers about billing, payment processing and support policies and procedures.
Patient Care Technician ( Medsurge/ Tele
Prime Health Care
05.2014 - 10.2018
- Assisted patients with daily living activities, promoting independence and dignity.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Utilized proper body mechanics and assistance devices when transferring patients, minimizing the risk of injury for both parties.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Prevented bedsores by regularly repositioning patients and implementing proper wound care techniques.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Implemented fall prevention measures by identifying high-risk patients and maintaining clutter-free environments around bedsides.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
Education
No Degree - Patient Care Technician( Certification)
Berkeley College
Newark, NJ05-2014
Skills
- Able to work in a fast pace environment
- Bilingual (fluent in Spanish)
- CPR certification
- Catheter care
- Blood glucose monitoring
- ADL support
- Phlebotomy technique
- Active listening
- End-of-life care
- Patient advocacy
- Able to work under stressful situations
- Time management
- Detail oriented
Certification
- Patient care technician certification
- EKG certification
- Phlebotomy certification
- BLS
Languages
Spanish
Native or Bilingual
Timeline
Aetna Cvs Health Customer Service Rep ( Remote)
Health Plan One
08.2024 - 03.2025
Patient Care Technician / Unit Clerk( Mother Baby)
Atlantic Health System
10.2019 - Current
Patient Care Technician ( Medsurge/ Tele
Prime Health Care
05.2014 - 10.2018
No Degree - Patient Care Technician( Certification)
Berkeley College
Similar Profiles
KELLY RAMOSKELLY RAMOS
Registered Nurse at Atlantic Health System, Atlantic Medical GroupRegistered Nurse at Atlantic Health System, Atlantic Medical Group
Jowanna BellJowanna Bell
Practice Manager at Atlantic Health System, I – Atlantic Medical GroupPractice Manager at Atlantic Health System, I – Atlantic Medical Group
August FloresAugust Flores
Physical Therapist at Atlantic Health SystemPhysical Therapist at Atlantic Health System