Linda Barragan

(Temp position ended - Hired on Permanent with ICON)

• Frontline Spanish associate for Spanish calls and emails.
• Assist clinical staff and patients with trouble shooting medical devices and telehealth application.
• Assist clinical team from various clinics and hospitals nationwide, with patients capturing their vitals and insure they transmit successfully
• Answered incoming phone calls to process requests, trouble shooting, escalations, transfer calls to nursing staff, or relay messages to appropriate personnel.
• Department transitioned into clinical studies, as concierge I assist patients navigate clinical trials and provide support for trial comprehension, logistics and technical trouble shooting and Telehealth scheduling with clinical trial doctors.
• Provided assistance for study site users experiencing tech issues when accessing study website.
• Go to representative assigned on multiple time sensitive task and projects.

(I was temp to hire through Ultimate Staffing Agency)

• Assist Spanish speaking calls
• Provided basic end-user and desktop support.
• Assist with new hire training and support.
• Explained technical information in clear terms to promote better understanding for non-technical users, to both English and Spanish speaking patients.
• Submit order request for various medical devices and supplies.
• Scheduled appointments with patients to assist with setting up their at home medical devices.
• Provided on-call support for critical issues related to designated Home Remote Monitoring applications.
• Provide step by step instructions on how to properly use peripherals and capture vitals, insuring readings transmit successfully to clinical staff.
• Documented support interactions for future reference in our Help Desk database.
• Rolled out software updates
• Tested new software and hardware prior to deployment.

• Frontline Coordinator to assist Spanish speaking providers
• Lead coordinator on multiple time sensitive projects
• Review, update and verified VA claims data.
• Input large amounts of provider data.
• Verified and input multiple contract information into database.
• Assist with new hire group training, created and prepared training material.
• Worked with staff to develop and implement procedures to prevent data loss and maximize system availability.
• Verified provider credentials and input into our database.

• Assist Spanish speaking callers with eligibility requirements and enrollment into the Covered CA program.
• Provided clarification and a break down to Benefit questions and thresholds, and various options.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Followed up with members about resolved or pending escalated issues to maintain high standards of customer service.
• Exhibited positive energy and professionalism when dealing with members and staff.
• Documented all calls according to standard operating procedures.
• Responded proactively and positively to rapid change.
• Trained upcoming agents on operating procedures and company services.