Magdalena Valdez
Universal City,Texas
Summary
Able to build a positive relationship with patients and families, creating a comfortable and relaxing environment. Extensive organizational skills Ability to make independent decisions that are guided by established procedures Extensive knowledge of ethical and compliant business practices. Ability to define problems, collects data, establish facts, and draw valid conclusions. Ability to handle sensitive, stressful and confidential situations and account information. Ability to prioritize, organize, perform multiple tasks simultaneously and evaluate own work and that of others.
Dedicated and empathetic Medical Assistant offering experience in direct patient care and medical office management experience. Committed to obtaining highest level of patient satisfaction. Dedicated to complying with regulatory and practice standards. Cultivates trust and rapport with patients through excellent communication and interpersonal skills.
Overview
18
18
years of professional experience
Work History
Customer Service Advocate
United Healthcare
, IN
10.2023 - Current
- Greeted and assisted customers with inquiries regarding products and services.
- Provided accurate, valid, and complete information to customers in a timely manner.
- Resolved customer complaints via phone, email, mail or social media.
- Processed orders, forms, applications and requests.
- Maintained records of customer interactions and transactions.
- Developed relationships with customers through friendly conversations.
- Identified potential opportunities to upsell products or services.
- Performed follow-up procedures after customer service interaction was completed.
- Adhered to all company guidelines when interacting with customers.
- Utilized problem solving skills to resolve customer issues quickly and efficiently.
- Followed up on customer inquiries not immediately resolved.
- Suggested solutions for improvement of product offerings based on customer feedback.
- Interpreted a variety of instructions furnished in written, oral or diagram form.
- Worked closely with other departments to ensure quality customer service delivery.
- Managed incoming calls from customers in a professional manner.
- Responded promptly to customer inquiries in person, by telephone or electronically.
- Analyzed data related to customer service operations such as average handling time per call.
- Assisted management with the development of new strategies for improved customer satisfaction.
- Attended weekly meetings on changes in processes that affect the organization's ability to provide excellent service.
- Tracked performance metrics and identified areas needing improvement in order to meet established targets.
- Answered inbound calls, chats and emails to facilitate customer service.
- Consulted with customers regarding needs and addressed concerns.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Consulted with customers to resolve service and billing issues.
- Upheld privacy and security requirements for customer information.
- Stayed on top of changing internal policies, company offerings and promotions to effectively serve every customer.
- Completed continuing education and training programs for professional development.
- Documented customer notes with Maestro CRM software to keep records accurate and current.
- Encouraged customers to become self-sufficient with web-based and mobile support tools.
- Managed 50+ inquiries via telephone, web chat and email each day with 90% quality score.
Medical Assistant and Health Information Assistant
Orthopedic Performance Institute
07.2015 - Current
- Manage a call center; supervise 4 employees
- Oversee appointment scheduling, manage incoming referrals, authorizations, and medical records
- In a clinical, private practice setting, obtained health history and collected all necessary medical and clinical documentation for each patient, to be sure that the physician had all pertinent information needed to make a proper diagnosis and develop a treatment plan for each patient
- Collect vitals, review of systems for each patient and updated each patient’s medication lists, which often included narcotics and controlled and scheduled drugs, therefore, accuracy is key
- Assist in in-office procedures such as hyaluronic injections, steroid injections, blood draw for metal allergy testing and Platelet rich plasma injections
- Maintain an orderly and efficient office routine and patient flow to maximize the doctor's time and productivity, allowing for more patients to be seen
- Established and maintain an accurate tracking system of patient phone calls, and complaints
- Filled out FMLA/short term disability forms, as well as ensuring that patients' lab test, and imaging results are provided to them efficiently, accurately, and privately according to HIPPA guidelines
- Answer patient calls, letters and other correspondence as appropriate
- Billing and scheduling
- Extensive experience with HIPPA rules and regulations, and extensive knowledge in CPT and ICD-10 coding, and clinical modification coding, prior authorization for procedures and pharmaceuticals, RQI, surgery authorizations
- Secretarial duties such as scheduling appointments and surgeries
- Understanding of the funding sources and payment systems that provide coverage for patient care
- Ability to practice cost-effective health care that does not compromise quality of care
- Utilized clear and concise communication with patients, providers and billing agencies.
Medical Assistant
Baros and Baros Family Practice
05.2009 - 07.2015
- Served as the primary member for one medical doctor within an interdisciplinary health care team
- Triaged patients, collected patient’s vitals, administered injections and maintained, changed and put on new dressing for wounds
- Conducted follow up phone calls to patients with their laboratory test results, following their office visit
- Coordinated referral to specialists, as needed and facilitated scheduling the patient with the new physician and sent and ensured all proper documentation needed for a successful referral was sent and received.
Medical Assistant
Alamo Osteopathic
05.2006 - 05.2009
- Assisted 5 physicians, 4
- Physician assistants and 3 nurse practitioners to ensure a high standard of quality of care was achieved and maintained
- Triaged patients and ensured that the patient flow was professional, consistent and efficient where quality of care was not compromised by time constraints
- Trained and experienced in phlebotomy where samples of blood were drawn in the office setting and sent to a laboratory for further testing
- Administered _____ (IM steroid?) injections, full comprehension and successful practice of the sterile technique
- Was cross trained to provide support to the office staff which included bookkeeping, filing charts, answering phone calls and patient inquiries, coordinated scheduling patients testing (laboratory and radiology) and facilitated referrals to specialists.
Education
Registered with AAMA -
National Institute of Technology
05.2006
Associate of Science - Business Management
San Antonio College - Currently working on
San Antonio, TXSkills
- Medical Billing
- ICD-10 Coding
- CPT Coding
- Venipuncture and Phlebotomy
- HIPAA Compliance
- Proper Sterilization Techniques
- Understands Medical Procedures
- Charting Expertise
- Documentation Procedures Expert
- Wound Care and Irrigation
- Patient Skin and Nail Care
- Professional Bedside Manner
- Inventory and Supply Management
- Advanced Anatomy Knowledge
- Patient Relations
- Multi-line Telephone System Operation
- Time Management
- Routine Laboratory Testing
- Critical Thinking
- Wound Care
- Medication Administration
- Blood and Tissue Collection
- Appointment Scheduling
- X-Ray Processing
- Multitasking and Prioritization
- Problem Anticipation and Resolution
- Coordinating Drug Refills
- Decision Making
- Operating EKG Equipment
- Examination Preparation
- Supply Management
- Clinical and Operational Judgement
- Check-In and Check-Out Procedures
- Treatment Room Preparation
- Cleaning and Sanitizing
- Updating Medical Records
- Cleaning and Organizing
- Clear Communication
- Social Perceptiveness
- Procedure Assistance
- Dictation and Transcription
- Diagnostic Testing
- Completing Insurance Forms
References
REFERENCES
Dana Lyro
Former Office Manager
(210) 861-0545
Terry Anguiano
Office Manager
(210) 545-7171 Ext. 102
Alex Gonzalez
Co-worker
(210) 310-5526
Bridget Molina
Co-worker
210-842-4382
Languages
Languages
Spanish
Full Professional
Timeline
Customer Service Advocate
United Healthcare
10.2023 - Current
Medical Assistant and Health Information Assistant
Orthopedic Performance Institute
07.2015 - Current
Medical Assistant
Baros and Baros Family Practice
05.2009 - 07.2015
Medical Assistant
Alamo Osteopathic
05.2006 - 05.2009
Registered with AAMA -
National Institute of Technology
Associate of Science - Business Management
San Antonio College - Currently working on
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