Magali Serna

• Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
• Asked probing questions to determine service needs and accurately input information into electronic systems.
• Handled more than 90+ calls per day to assist customers and dispatch services.
• Provided exceptional customer service through effective telephone communication and follow-ups.
• Processed incoming medical records requests.
• Responded to inquiries from patients, physicians and other healthcare providers regarding medical records.
• Safeguarded patient records, managing data transfers in compliance with HIPAA standards and organizational regulations.
• Scheduled patient appointments, verifying accuracy of appointment times with providers.
• Checked patients in and out for appointments and collected co-payments.
• Called patients to confirm scheduled appointments and obtain additional details.
• Retrieved faxes and uploaded documents to patient charts to assist clinical staff.
• Took messages from patients and promptly relayed to appropriate staff.

Addressed and welcomed large volume of guests to business per day, improving overall customer service

• Greeted visitors, assessed needs and directed to appropriate personnel.
• Answered and directed incoming calls using multi-line telephone system.
• Input client information into spreadsheets and company database to provide leaders with quick access to essential client data.
• Directed clients to appropriate personnel to address concerns, resolve complaints or answer account-related questions.
• Entered data in Qualia software to keep records of information.

• Directed clients to appropriate personnel to address concerns, resolve complaints or answer account-related questions.
• Greeted visitors, assessed needs and directed to appropriate personnel.
• Answered and directed incoming calls using multi-line telephone system.
• Communicated with vendors to place and receive orders, request maintenance services and deliver instruction on behalf of office management.
• Sorted incoming mail and directed to correct personnel each day.

• Managed completion of planned audits, reviewed records and procedures for accuracy to accomplish objectives and appraised policies and plans under audit review.
• Worked with maximum efficiency to evaluate operational and financial control systems during audits.
• Performed audits of operational and financial areas to check compliance.