Margaret Garcia
Conroe,TX
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
19
19
years of professional experience
Work History
Quality Assurance Analyst
Sky Systems Inc
08.2022 - Current
- Audit calls of employees from over 15 Centerwell clinics in United States via Genesys
- Ensure employees are following proper clinic procedures during calls with patients and companies
- Report feedback/coaching opportunities to management
- Follow up on audited calls using Sharepoint to ensure employees are leaving voicemails when needed and returning patient calls when warranted
- Conduct random calls to all sites to confirm phone lines are working properly
Remote Patient Monitoring
Aura Health Solutions
03.2021 - 08.2022
- Responsible for health of over 30 patients per month
- Tracked Critical/Abnormal vital signs for patients with Chronic Disease
- Followed up with patients for triage to see if further action was required
- Communicated directly with specialty practice when necessary, regarding nephrology patients
- Spoke weekly with all patients to review care plan set forth by their doctor
- Correctly and thoroughly educated elderly patients over phone how to use their smartphone with app and medical devices supplied
- Troubleshooting medical devices and smartphone technology over phone for elderly patients
- Helped maintain tracking system for all patients in Address Verification and Hook up stage
Call Quality Assurence/Patient Clinical Support
Preventice Solutions
10.2008 - 03.2021
- Audit recorded, calls for quality assurance for 3 departments
- Report to Supervisor with customer service issues
- Organize and attend coaching sessions with agents to discuss calls for continuing education and feedback
- Answer Incoming Phone Calls
- Troubleshoot Cardiac Event Monitors
- Transmit cardiac event recordings through telephone
- Request Follow up recordings from patients depending on status of current recordings
- Assure customer satisfaction
- Assist patients with questions and concerns
- Educate patients about proper usage of monitors and proper lead placement
- General office duties (faxing medical records, filing, scanning)
- Schedule pacemaker appointments
- Data Entry
Front Office Coordinator
Houston Neurology and Sleep Diagnostics Center
07.2008 - 10.2008
- Check in patients
- Created and updated records and files to maintain document compliance.
- Collect and post payments
- Verify Insurance
- Prepare charts for office visit
- Room patients
- Check vitals
- Enter demographics and clinical information in system
- Schedule appointments
- Collect patient and client documents and information upon referral.
- Screened and transferred incoming calls, took down messages, and transmitted information and documents to internal personnel.
Front Office Receptionist
Physicians Group of The Woodlands
02.2007 - 07.2008
- Collect Copays
- Answer phones, schedule appointments
- Verify Insurance
- Prepare charts for office visits
- Enter patient information in system
- Medical records
- Offered every visitor professional and prompt service, completing check-ins, verifying paperwork and coordinating smooth hand-offs to nursing staff.
Front Office Receptionist / Medical Assistant
Nasser Cardiology
10.2004 - 02.2007
- Greet and check in patients
- Collect co-pays
- Verify Insurance
- Answer phones, schedule appointments
- Prepare outgoing mail
- Registered new patients and updated existing patient demographics by collecting detailed patient information.
- Protected patients' rights by maintaining confidentiality of medical, personal and financial information.
- General office duties (filing, faxing, copying)
- Room Patients
- Check Vitals
- EKG & Heart Monitor Connection
- Finger sticks
Education
General Education Diploma -
North Harris Community College
Houston, TX1997
Skills
- Quality Assurance
- Insurance Verification
- Office Administration
- Triage
- Data entry
- Google Docs
- Medical records
- Vital signs
- Microsoft Office
- Google Sheets
- CMeds
- Misys
- EZ Office
- Praxsys
- Genesys
- Paceart
- Call Monitoring
- Mentoring
Timeline
Quality Assurance Analyst
Sky Systems Inc
08.2022 - Current
Remote Patient Monitoring
Aura Health Solutions
03.2021 - 08.2022
Call Quality Assurence/Patient Clinical Support
Preventice Solutions
10.2008 - 03.2021
Front Office Coordinator
Houston Neurology and Sleep Diagnostics Center
07.2008 - 10.2008
Front Office Receptionist
Physicians Group of The Woodlands
02.2007 - 07.2008
Front Office Receptionist / Medical Assistant
Nasser Cardiology
10.2004 - 02.2007
General Education Diploma -
North Harris Community College
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