Marcia Shikuma
Phelan,CA
Summary
Senior Office Assistant with extensive experience at San Bernardino County, excelling in appointment scheduling and insurance verification. Proven ability to enhance patient satisfaction through effective communication and conflict resolution. Proficient in Epic and Microsoft Office, demonstrating strong organizational skills and a commitment to quality assurance in fast-paced environments. Efficient with several years of experience answering high-volume calls and in-person inquiries. Diligent, respectful attitude to dealing with clients and colleagues. Flexible and hardworking approach to streamlining internal processes. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
21
21
years of professional experience
Work History
Senior Office Assistant
San Bernardino County
Colton, ca
01.2025 - Current
- Answering phones
- Scheduling new patients, primary care, OBGYN, pediatrics, physicals, and birth control.
- Verifying Insurance on portals and in epic
- Transferring calls to the care team or Nurse Advice Line.
- Sending messages to providers and MA’s
- Calling patients and scheduling from the waiting list
- Confirming appointments, rescheduling appointments
- Sending refill requests to the provider's office.
- Scheduling follow up appt for OB/GYN, Family practice, Pediatrics
- Scheduled referrals.
- Maintained databases of customer information including contact details and order history.
Customer Service Representative
Kaiser Permanente Washington
Factoria, WA
07.2022 - 07.2024
- Answering phones
- Scheduling ultrasounds, and Bone scans in centricity
- Verifying Insurance, collect copays
- Transferring calls to care team or Nurse advise line
- Sending messages to providers and MA’s
- Calling patients and scheduling from waiting list
- Confirming appointments, rescheduling appointments
- Faxing labs and results, Sending refills to pharmacy’s
- Scheduling follow up appt for OB/GYN, ENT, General surgery, Family practice, Wound care, Vaccines, Pediatrics
- Mental health, and Adolescent center scheduling and checking in.
- Developed strong relationships with customers by providing personalized assistance and support.
- Maintained a high level of professionalism when dealing with difficult customers.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
Cashier
Kaiser Permanente, Rose International
Downey, California
01.2022 - 05.2022
- Answering phones
- Scheduling appointments
- Verifying Insurance
- Checking in patients
- Checking out patients
- Calling patients and scheduling from waiting list
- Scheduling Podiatry procedures
- Confirming appointments
- Performed other duties as assigned by management.
- Resolved customer complaints professionally in accordance with company policy.
- Answered customer inquiries regarding store policies and procedures.
- Operated cash register efficiently and accurately, processed payments by cash, check, credit card, gift card or automatic debit.
- Issued receipts, refunds, credits or change due to customers.
- Worked closely with front-end staff to assist customers.
Central Supply Technician
Rancho Los Amigos
Downey, California
01.2021 - 01.2022
- Sterilized dental instruments and OR instruments
- Delivered and maintained medical supplies and inventory
- Decontaminated all instruments and equipment needed for surgery, assembled instrument trays and sterilized
- Assisted with ordering supplies and delivering supplies
- Maintained medical supply carts stocked, refill crash carts
- Ordered and delivered linen
- Worked with vendors and assisted with the loading and unloading of the linen
- Answered incoming calls for urgent items needed by the OR and OR staff
- Wrapped trays and loaner trays needed for surgery
- Peel packed small items for units.
Call Center Representative
Kaiser Permanente Washington State
Renton, Washington
04.2019 - 01.2020
- Verified insurance and took payments
- Scheduled physicals, and newborn appointments
- Answered nurse’s line for emergency appointments and consult
- New patient registration and follow ups
- Checked in patients for appointments and checked out
- Paged physicians, and customer service
- Answered phones, scheduled and cancelled appointments
- Participated in daily huddles with team members in order to discuss common goals and objectives.
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
- Followed standard processes and procedures for proper escalation of unresolved issues to appropriate internal teams.
- Maintained accurate records of customer interactions for future reference.
- Answered incoming calls from customers and provided assistance with product inquiries, billing questions, and other customer service related issues.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Maintained high levels of professionalism while interacting with customers via phone or email.
Law Enforcement Technician
Los Angeles County Sheriff
Santa Fe Springs, California
02.2004 - 02.2019
- Schedule appointments for classes and maintain roster
- Answer phone calls from the public regarding cases
- Update files and maintain records, pulled patient files and transferred to other units, sent files to medical records
- Maintain supplies, Ecaps receiver, stock and delivery of items, picked up linen, oxygen tanks and wheelchairs
- Answered phones, transfer patients, created new charts, filed test results, register new patient, assisted doctors
- Translate for Spanish speaking patients to doctors, updated bed census, maintained log of patients admitted to unit
- Mail run and distribution, answered phones, filed, assisted nurses with unit call light from patients, translated for
- Spanish speaking patients, assisted Doctors with forms
- Answer incoming questions from public, and District Attorney’s, and Detectives within the department
- Support staff for Detectives, scheduled nurses for classes and updating their license in system, Unit clerk, kept track of staff training/licenses
- Scheduled overtime, time keeping, Orientation for new employee’s, Benefits and testing for new employees
- Revised: 7/30/2024
- Patrolled assigned areas on foot or in a vehicle observing conditions that may require police action.
- Maintained records of arrests, citations, warnings, search warrants, and other documents related to law enforcement activities.
- Monitored surveillance systems including security cameras and alarm systems.
- Assisted in the execution of search warrants when necessary.
- Prepared case files for review by prosecutors or defense attorneys.
- Participated in training seminars related to law enforcement procedures.
- Coordinated with other law enforcement agencies regarding joint investigations or operations.
- Created detailed reports summarizing findings from investigations.
- Reviewed requests from outside agencies for access to specific pieces of evidence.
- Conducted periodic reviews to ensure that evidence is properly secured and accounted for at all times.
- Identified discrepancies between submitted paperwork and actual contents in order to prevent misidentification.
- Provided guidance to law enforcement personnel on proper methods for collecting and preserving physical evidence at crime scenes.
- Assisted in investigations by retrieving relevant items from storage upon request.
Education
Certificate of Technical Studies - Medical Assistant
Bryman College
CACertificate of Technical Studies - Central Supply Technician
Premiere Career College
Irwindale Skills
- Microsoft Office (advanced skills)
- Epic (Electronic Health System
- Excel
- Type 60 wpm
- Call center experience, nurse advise phone line
- EPIC charting
- Appointment scheduling
- Insurance verification
- Database management
- Medical billing
- Patient record management
- Administrative support
- Effective communication
- Conflict resolution
- Strong organizational skills
- Phone etiquette
- Medical terminology
- Record keeping
- Call logging
- Data entry
- Customer service
- Quality assurance
- FLUENT IN Spanish
- Call handling
Languages
Languages
Spanish
Professional
References
References available upon request.
Timeline
Senior Office Assistant
San Bernardino County
01.2025 - Current
Customer Service Representative
Kaiser Permanente Washington
07.2022 - 07.2024
Cashier
Kaiser Permanente, Rose International
01.2022 - 05.2022
Central Supply Technician
Rancho Los Amigos
01.2021 - 01.2022
Call Center Representative
Kaiser Permanente Washington State
04.2019 - 01.2020
Law Enforcement Technician
Los Angeles County Sheriff
02.2004 - 02.2019
Certificate of Technical Studies - Medical Assistant
Bryman College
Certificate of Technical Studies - Central Supply Technician
Premiere Career College
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