Margarita Kelley
San Antonio,TX
Summary
Dynamic Customer Support Specialist with a proven track record at South Texas Radiology Imaging Centers, excelling in complaint handling and CRM software utilization. Known for delivering exceptional customer service through empathy and problem-solving skills, consistently enhancing patient satisfaction and streamlining appointment scheduling processes.
Overview
1
1
Language
2026
2026
years of professional experience
Work History
Customer Support Specialist
South Texas Radiology Imaging Centers
- Answered patient calls and routed inquiries for scheduling, imaging preparation, and appointment changes.
- Verified insurance information and collected demographic details for accurate patient registration.
- Coordinated appointment schedules with radiology staff to support smooth patient flow.
- Documented patient concerns and updated records in electronic health systems.
- Explained imaging instructions and preparation requirements using clear, professional communication.
- Resolved billing and authorization questions by collaborating with internal departments.
- Assisted patients with check-in processes and delivered courteous support throughout visits.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
Administrative Assistant
502nd Force Support Group
San Antonio, TX
04.2023 - 03.2025
- Managed calendars, scheduled appointments, and coordinated office activities to support daily operations.
- Handled routine administrative tasks, including data entry, tracking, and document distribution.
- Arranged meetings, briefings, and follow-up actions to keep workflows on schedule.
- Reviewed forms and supporting documents for completeness, accuracy, and compliance with established procedures.
Administrative Assistant
433 AMDS (Aerospace Medical Squadron
JBSA Lackland AFB, Tx 78236
08.2009 - 03.2025
- Managed calendars, scheduled appointments, and coordinated office activities to support daily operations.
- Prepared correspondence, memos, and reports with accurate formatting and strict compliance with military administrative standards.
- Organized records and personnel documents to maintain secure, accessible information.
- Managed visitor and staff inquiries by providing accurate responses and routing requests to appropriate departments.
Radiologiy Transcriptionist
Wilford Hall Medical Center
J̌BSA Lackland AFB, Tx 78236
06.1996 - 03.2009
- Transcribed radiology dictation into accurate medical reports using established formatting and terminology standards.
- Proofread completed reports for spelling, grammar, and diagnostic accuracy before physician review.
- Interpreted radiology terminology to ensure precise documentation of imaging findings and procedures.
- Prioritized urgent dictations and routed critical reports for timely provider review.
- Edited transcribed records to correct inconsistencies, omissions, and voice-recognition errors.
- Maintained patient confidentiality while handling sensitive radiology documentation and medical records.
- Coordinated with radiologists and clinical staff to clarify unclear dictation and reporting details.
- Organized transcription workflow to support efficient turnaround of imaging reports and documentation.
- Contributed to a positive work environment by maintaining professionalism and fostering teamwork among colleagues.
- Maximized transcription speed while retaining accuracy using proficient typing skills and advanced knowledge of medical shorthand codes.
- Prepared medical reports for various imaging modalities, including CT scans, MRIs, ultrasounds, and X-rays, ensuring accurate interpretation of radiologist findings.
- Assisted in optimizing departmental productivity through the implementation of new transcription software tools.
- Facilitated compliance with regulatory standards, adhering strictly to departmental policies and procedures during all stages of the transcription process.
- Provided exceptional customer service when addressing inquiries from both internal staff members and external healthcare providers regarding report status or content clarification requests.
- Reduced errors and improved report quality by diligently proofreading and editing transcriptions.
- Supported radiology department operations by performing additional administrative tasks as needed.
- Maintained patient confidentiality through strict adherence to HIPAA guidelines and regulations.
- Exemplified commitment to professional growth by attending conferences and workshops related to radiology transcription best practices and industry developments.
- Improved overall departmental performance metrics through consistent delivery of high-quality transcriptions on time or ahead of schedule.
- Continuously updated professional knowledge with ongoing education in radiology terminology, procedures, and diagnostic techniques.
- Streamlined workflow with efficient management of multiple transcription assignments simultaneously.
- Ensured seamless communication between radiologists and referring physicians by promptly delivering accurate medical reports.
- Enhanced radiologist efficiency by accurately transcribing medical reports within tight deadlines.
- Elevated team morale by actively participating in regular group discussions, sharing valuable insights from personal experience or continued learning endeavors.
- Demonstrated adaptability by swiftly adjusting to changes in technology or processes within the fast-paced radiology field.
- Expedited report turnaround times by efficiently managing high volumes of audio files for transcription.
- Collaborated with fellow transcriptionists, sharing best practices for improved accuracy and efficiency.
- Accurately documented medical dictation to record patient care records.
- Applied medical terminology related to provider-specific treatments and techniques.
- Demonstrated excellent skills to understand diverse accents and dialects.
- Reviewed documentation for compliance with requirements and accuracy of information.
- Corrected grammar, spelling, and syntax mistakes in medical records.
- Followed all HIPAA rules and regulations regarding patient confidentiality.
- Referred to variety of medical sources to prevent mistakes in medical terms.
- Documented patient medical histories, vitals and test results in electronic health records system.
- Transcribed and edited physician reports from dictation using Software.
- Attended training associated with role to improve skills and boost speed.
- Worked cohesively with physicians and other clinical staff to complete transcriptions.
- Maintained Number% accuracy rate for spelling and content.
- Recorded information using word processing, dictation and transcription software and equipment.
- Maintained security and privacy of records to protect patients and providers.
- Identified and rectified inconsistencies, deficiencies, and discrepancies in medical documentation.
- Maintained compliance with legal and medical requirements, internal protocols and oversight committee standards.
- Assisted in maintenance of medical charts and/or electronic medical record filing, Op Reports, test results and home care forms.
- Translated medical jargon into correct terminology.
- Performed qualitative analysis of records for accuracy, internal consistency and correlation of recorded data.
- Managed and updated donor information in databases.
- Transcribed sensitive documents with complete confidentiality.
- Verified medical terminology and codes to deliver accurate and up-to-date information.
- Reviewed and edited transcripts to verify and provide accurate and complete information.
- Maintained accurate and complete medical records to comply with regulations and standards.
- Communicated with healthcare providers to clarify information and resolve issues.
- Used Software to input information into computerized patient record system.
- Produced and delivered transcripts within anticipated timeframes to meet tight deadlines.
- Collaborated with team members to share knowledge and keep workflow moving smoothly.
- Expertly transcribed medical reports for variety of physicians in hospital setting.
- Handled multiple projects simultaneously, providing clients with prompt and high-quality service.
- Utilized templates and macros to streamline transcription processes.
- Performed freelance work with flexibility to meet employer-set deadlines.
- Managed electronic files and archives to keep transcripts organized and accessible.
- Edited drafts created from speech recognition software.
- Conducted research to clarify dictated information and resolve discrepancies.
- Troubleshot and resolved technical issues to maintain productivity and quality of work.
- Responded to inquiries regarding transcripts to provide information and resolve issues.
- Attended continuing education workshops to maintain professional standards and stay up-to-date with new developments.
- Determined information to be included in reports.
Education
No Degree - Criminal Justice
San Antonio College
San Antonio, TXMargarita Aguirre - Medical Front And Back Office Assistant
Southwest Sch of Medical Assistants
San Antonio, TX09-1984
Skills
Problem-solving
Complaint handling
Customer relationship management (CRM)
CRM software
Help desk support
Data entry
Customer response
Appointment scheduling
Payment processing
Multitasking and organization
Customer service excellence
Empathy and patience
Email communication
Analytical thinking
Workflow management
Remote support tools
Email management
Attention to detail
Microsoft windows and office
Customer service
Teamwork and collaboration
Interpersonal skills
Customer communication and empathy
Support services
Organizational skills
Issue and resolution tracking
Highly professional
Friendly and patient
Tracking and documentation
Supply management
Incoming call management
Account administration
Verbal and written communication
Languages
Spanish
Native or Bilingual
Timeline
Administrative Assistant
502nd Force Support Group
04.2023 - 03.2025
Administrative Assistant
433 AMDS (Aerospace Medical Squadron
08.2009 - 03.2025
Radiologiy Transcriptionist
Wilford Hall Medical Center
06.1996 - 03.2009
Customer Support Specialist
South Texas Radiology Imaging Centers
No Degree - Criminal Justice
San Antonio College
Margarita Aguirre - Medical Front And Back Office Assistant
Southwest Sch of Medical Assistants