Maricela Carbajal
Austin,TX
Summary
Dedicated and detail-oriented Ophthalmic Technician and Customer Service Professional with extensive experience in healthcare, patient services, insurance verification, and high-volume phone support. Proven expertise in patient triage, diagnostic testing, medical documentation, scheduling, and bilingual Spanish-English interpretation enhances the ability to deliver exceptional care. A strong background in customer service communication facilitates effective resolution of patient and client concerns while coordinating appointments and providing compassionate support in fast-paced environments. Committed to fostering positive patient experiences through a blend of technical proficiency and empathetic interaction.
Overview
15
15
years of professional experience
Work History
Ophthalmic Technician
Eye Physicians of Austin
Austin
07.2022 - Current
- - Triage patients and record consistent and accurate documentation of patient’s medical history
- - Efficiently/Effectively manage work up exams in a timely manner
- - Obtain patient's chief complaint and screen visual acuity, confrontational visual fields, measure IOP, pupillary check, ocular motility, dilate pupils
- - Communicate with team members, team leaders, physicians about patients care and efficiency
- - Communicate with patients using caring tone and provide thorough communication before and after their visit with the physician, providing education if needed
- - Manual Refractions: Record the full prescription at its best corrected visual equity
- - Consent for Procedures: Ensuring the correct procedure is set up, Prepping patients for specific procedure
- - Spanish Interpretations for Doctor Exams and procedures: Accurately interpret between Spanish/English for patients and doctors
- - Data Entry: Prep Charts charts in accordance to patients documents uploaded
- - Accurately use procedure codes to ensure proper billing
- - Perform macular OCT imaging or other imaging if needed
- - Assist with Triage English/Spanish: Verifying with doctors any concerns patient has and sending refills as needed
- - Customer-focused professional with 13+ years of experience handling patient inquiries, processing transactions, and resolving issues efficiently
- - Strong communication and multitasking skills
- - Microsoft Office / Google Workspace
- - Secure all equipment is turned off and rooms are closed properly
- - Cross train with other areas
Ophthalmic Technician
Clarity Eye Center
Austin
12.2020 - 07.2022
- T- Screening patients - taking patient histories and chief complaints, collection and review of all patient medication, collection and review of patient medical history, visual acuity testing, confrontational visual field testing, pupil testing, open tonometry , instillation of dilating drops.
- - Diagnostic testing - OCT, autofluorescence, fundus photography, visual fields
- - Assisting the physician - setting up procedures, assisting with procedures, returning patient calls
- - Daily use of electronic medical record software
- - Performing manual refraction
- - Experienced applanation by Goldmans, Tonopen and ICare
- - Clean and sterilize equipment and cleaning work environment/patient rooms
Patient Registrar
R1 RCM Seton Northwest
Austin
03.2014 - 11.2020
- -Perform registration and basic insurance verification
- -Identify and update patient demographic information on ADT system
- -Interpret physician orders for appropriate testing or admission criteria
- -Obtain Insurance Card copies or validate insurance information via electronic medical record, transfer information, or insurance eligibility tool
- -Explains processes and forms to patients prior to securing signatures and ensures that all documents are properly signed and witnessed as required
- -Assist with all possible account resolutions pertaining to patient balances
- - Delivered excellent customer service by resolving customer concerns quickly and professionally
- - Build positive customer relationships through clear communication and problem-solving
- - Handled difficult situations calmly while ensuring a positive customer service
- - Managed multiple customer requests efficiently while maintaining service quality
- - Collaborated with team members to improve customer satisfaction and workflow efficiency
- - Knowledge with CPT coding and ICD-10
- Resolved customer inquiries efficiently, ensuring high satisfaction levels and positive experiences.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
Customer Service Rep.
Logisticare
Austin
09.2012 - 03.2014
- -Assist customers with transportation questions and concerns
- -Schedule, modify and cancel reservations as requested
- -Obtain and document details of any complaints being filed -Receive and document customer concerns
- -Ensure that all relevant customer information is documented Policy Adherence
- -Attend all required meetings
- -Adhere to and ensures all company policies and procedures are maintained
- -Ensure accurate trip data input
- -Maintain a polite and courteous manner
- -Always demonstrate sincere personal commitment to producing high quality work
- -Refer unresolved customer grievances to designated department for further investigation and resolution
- -Promote a positive working environment
Customer Service Rep.
Red Cross Donation Call Center
Omaha
06.2011 - 07.2012
- -Contact blood donors by telephone using a dialer system to recruit for blood donation.
- -Use information from multiple computer systems simultaneously to target appropriate blood drives for donor, update donor records as needed and to record outcomes of calls.
- -Schedule appointments while providing positive service experience to maximize donor show rates.
- -Follow a process and appropriate scripting for conducting a call with a donor, to ensure a consistent donor experience.
- -Maintain daily production standards, including phone calls and appointments per hour, to meet established collection goals. -Develop a working knowledge of donor criteria to inform donors of eligibility and reduce deferral rates.
- -Maintain accurate records of donors/groups contacted and appointments scheduled to avoid errors, poor customer relations and to ensure sufficient donor availability.
- -May develop new leads and implement new donor recruitment programs to ensure an increased donor base and an adequate blood supply.
- -Respond to or transfer inbound calls to the appropriate party.
- -Perform other related duties as assigned.
- -May coordinate support of community and business donor groups to assure a positive image of the ARCBS.
Education
High School Diploma -
Master Senior High School
Austin, Texas05.2010
Skills
- Patient care
- Data entry
- Computer proficiency
- Conflict resolution
- Microsoft Excel
- Professional telephone demeanor
- Microsoft outlook
- Follow-up skills
- Team development
- Verbal and written communication
- Fluent in Spanish
- Calm and professional under pressure
Languages
English
Full Professional
Spanish
Full Professional
Timeline
Ophthalmic Technician
Eye Physicians of Austin
07.2022 - Current
Ophthalmic Technician
Clarity Eye Center
12.2020 - 07.2022
Patient Registrar
R1 RCM Seton Northwest
03.2014 - 11.2020
Customer Service Rep.
Logisticare
09.2012 - 03.2014
Customer Service Rep.
Red Cross Donation Call Center
06.2011 - 07.2012
High School Diploma -
Master Senior High School