Lesli Sotelo Majalca

Regular MOS Duties

• Utilize AIDET to improve the patient experience by building trust, decreasing patient anxiety, increasing compliance, and improving overall clinical outcomes
• Check in patients while ensuring that all data entry is accurate, including demographic and financial information for each account
• Use various systems to verify insurance coverage, as well as using our knowledge of insurance in-network and out-of-network, as MOS associates are responsible for the successful financial outcome of all patient accounts
• Ensure Christus St. Vincent maintains compliance with State and Federal regulations, such as The Joint Commission and Department of Health and Hospital compliance standards (for HOPD clinics)
• Communicate directly with patients and families, physicians, nurses, insurance companies, and third-party payers
• Collect necessary copays or payments
• Answer incoming phone calls, answer voicemails, and direct messages to the appropriate staff
• Schedule lab and clinic appointments
• Ensure all side tasks are completed, such as scanning documents, confirmation calls, pre-registration, and daily working the Missing Reg Items WQ
• Help train and set up MOS Floats and new MOS associates within the clinic.

In addition,

• Obtained training in ARIA to help support Radiation Oncology
• Use ARIA to check in Radiation Treatments
• Cover Radiation scheduling when coverage is needed.
• Work the 22072 WQ
• Support Supportive Care when needed
• As an EPIC superuser, educate all registration staff personnel regarding updates and changes to EPIC

• Respond to inquiries from callers seeking information
• Communicated with customers via phone, text, and email regarding updates, changes, etc
• Worked closely with the specialist roofers to create quotes and proposals (roofing proposals, maintenance proposals, re-roof proposals, etc.)
• Prepared and sent invoices to customers and documented account updates.
• Trained the new Secretary's Assistant on operational procedures so that my role would be done efficiently after my leave.

• Greeted customers and helped with product questions, selections, and purchases
• Provided exceptional customer service to enhance shopping experience and build customer loyalty
• Stocked merchandise, clearly labeling items, and arranging according to size or color
• Maintained clean sales floor, straightened, and faced merchandise.
• Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing products
• Helped customers with questions, measurements, locate items, complete their purchases, and join the rewards program or apply for a credit card
• Worked closely with the manager and assisted in inventory, as well as working late-night shifts to rearrange the store
• Collaborated with team members to maintain store cleanliness and ensure compliance with safety standards
• Utilized point-of-sale systems for efficient transaction processing and accurate cash handling
• Trained new associates on operational procedures and company policies to promote consistency in service delivery

• Greeted customers and helped with product questions, selections, and purchases
• Used POS system to process sales, returns, online orders, and gift card activations
• Helped customers complete purchases, locate items, and join the rewards program
• Managed cash registers after the end of shift to balance and record accurate transactions
• Stocked merchandise, arranged merchandise, and took care of fitting rooms
• Monitored sales floor and merchandise displays for presentable condition, taking corrective action such as restocking or reorganizing
• Trained new associates on operational procedures and company policies to promote consistency in service delivery

Sister restaurant Atrisco Cafe & Bar closed, along with many other restaurants, for a few months during the COVID-19 pandemic. The owner of both restaurants was aware of my efforts and offered me, along with a few other select individuals, the opportunity to work at Tomasita's, which would remain open, serving curbside while following CDC guidelines.

• Took multiple orders by phone and online, and entered the tickets for cooks to prepare
• Packed food orders carefully to ensure nothing would be missing
• Communicated with the runners taking the food to the cars to ensure customers got their orders
• Stay alert for incoming vehicles to get their names promptly
• Double-check the orders and delivered orders to the vehicles while carefully following CDC guidelines during COVID

• Greeted and seated guests, ensuring a welcoming environment
• Assign patrons to tables suitable for needs and restaurant section rotation
• Speak with patrons to ensure satisfaction with food and service, to respond to complaints, or to make conversation
• Answered customer questions about hours, seating, wait time, and menu information
• Maintained contact with kitchen staff, management, serving staff, and customers to ensure that dining details are handled properly and customers' concerns are addressed
• Answer incoming phone calls
• Take incoming online orders
• Take and prepare To-Go orders
• Operate cash register
• Trained new team members on customer service protocols and restaurant procedures
• Wipe tables and seats with dampened cloths and replace cloths as needed
• Set tables with clean linens, condiments, or other supplies
• Re-fill beverages
• Inspect dining and serving areas to ensure cleanliness and proper setup
• Inspect restrooms for cleanliness and availability of supplies. Also, clean when necessary