Contact Center Representative III
Marleen Vegas
AdventHealth Corporate
Winter Haven,FL
1
Certification
18
years of professional experience
Bilingual (Spanish) Medical assistant. It's not only about a paycheck, but also about doing something you believe in. Making a difference in a child's and/or their parents visit is a big part of why I work so hard for my patient, clients and customers. Authorized to work in the US for any employer.
Work History
Contact Center Representative III
2 Years 3 Months- Provided exceptional customer service by addressing inquiries, resolving complaints, and ensuring customer satisfaction
- Handled high volume of inbound customer calls, averaging 30 calls daily, delivering prompt assistance and support to customers
- Achieved an average call handling time of 6 minutes while maintaining quality standards
- Consistently met or exceeded individual performance metrics including call quality, first-call resolution rate, and customer satisfaction scores
- Utilized EPIC software to document customer interactions and track issue resolution, ensuring accurate updates to account information
- Participated in team meetings to discuss challenges and share best practices, contributing ideas that enhanced overall customer experience
- Maintain a positive attitude during challenging interactions with customers to ensure a pleasant experience despite any difficulties faced by the caller
Phlebotomist
1 Year 9 Months- Collected blood samples efficiently from patients of all ages.
- Ensured accurate documentation by scanning doctor orders promptly.
- Prepared and labeled specimens for laboratory analysis.
- Assisted in training new phlebotomists on procedures and best practices.
- Verified patient information prior to specimen collection.
- Updated and managed patient charts to ensure accurate medical records.
- Utilized electronic health record systems for managing patient data effectively.
- Maintained precise records of patient interactions and sample collections to support continuity of care.
- Adhered to HIPAA guidelines regarding patient privacy.
- Monitored patients for adverse reactions and provided immediate care to ensure safety and comfort.
- Make appointments for new and established patients
Medical Assistant/Procedure Coordinator
7 Months- Coordinated procedures for patients
- Secured authorization for procedures to ensure timely patient access to care
- Prepared patients for gastroenterology examinations and procedures.
- Assisted physicians with clinical tasks during patient visits.
- Scheduled patient appointments and coordinated follow-up care to enhance patient experience and continuity of care.
- Communicated effectively with patients regarding treatment plans and instructions.
- Maintained and organized patient records using electronic health record (Practice fusion) systems for improved data retrieval.
- Ensured timely collection of payments for services rendered.
- Insurance verification
- Adhered to HIPAA regulations regarding the safeguarding confidential patient information at all times.
Call Center Representative
11 Months- Supported customers with account inquiries, ensuring accurate and timely resolutions
- Retrieved and analyzed customer account information to deliver precise assistance
- Documented customer interactions and actions taken to maintain clear records
- Transferred calls to the appropriate department
- Ordered phones and phone items
Front Desk Receptionist
11 Months- Scheduled appointments for new and established patients, ensuring optimal time management and patient convenience.
- Managed incoming calls, promptly addressing patient needs and facilitating effective communication.
- Managed patient inquiries and provided information about services offered.
- Coordinated with medical staff to streamline patient flow during visits, enhancing overall patient experience.
- Ensured accurate insurance verification to facilitate patient services
- Verified insurance information and collected necessary paperwork from patients.
- Created and managed referral requests for patient care
- Utilized Next Gen/Health Fusion software for patient management
- Maintained cleanliness and organization of the front desk area and waiting room.
Medical Assistant
4 Months- Collected and recorded vital signs to monitor patient health status.
- Set up treatment room for circumcision, stitches and allergy testing.
- Ensured clean, organized treatment areas to support efficient patient care and prevent infection.
- Documented notes during patient visits.
- Relayed patient messages to physicians regarding concerns, condition updates, or refill requests to enhance treatment continuity.
- Maintained accurate medical records through organized filing, charting, transcription, and data entry into electronic health record system.
- Conducted EKGs, spirometry testing, audiograms and other diagnostic tests as requested by the physician.
- Administered injections, medications and treatments as directed by the physician. (Immunization, Rocephin and Corticosteroids)
Medical Assistant/Scribe
10 Months- Scribe every patient including Newborns
- Sent lab orders to the lab
- Manage patient care through an electronic environment
- Experience with Florida Shots
- Administer vaccines, performed basic in-house testing
- Prepared examination rooms by ensuring cleanliness and necessary supplies.
- Educated patients and families on treatment plans and medication instructions.
- Assisted physicians with patient care by taking vital signs, patient histories and preparing patients for examinations.
- Organized charts, documents and supplies to maintain team productivity.
- Contacted pharmacies to submit and refill patients' prescriptions.
- Followed clinicians throughout shift in high-volume, busy environments.
Medical Assistant
1 Year 1 Month- Prepared charts
- Request lab and diagnostic results
- Work up the patient (Manuel BP) and checked them out
- Filled patients medication as needed
- Scheduling and cancelling appointments
- Experience with ecclinical
Medical Assistant/Front Office
1 Year- Answering phone calls
- Scheduling and cancelling appointments
- Checking patients in and out
- Taking patients vitals
- Triage
- Front and back office duties
Show Attendant
1 Year 11 Months- Attend shows
- Direct guest to seating
- Maintenance of stadium
- Keep track of who enters and exits
RMA Externship
2 Months- Hedis questionnaire
- EMR & EHR
- Prescription submission
- Pap smears
- Ear irrigation
- Managed back office tasks such as maintaining patient records and processing billing.
Lead Cashier/Retail Sales Associate
2 Years 11 Months- Tracked inventory levels to support accurate stock management.
- Supervised daily cash operations and managed cash register functions.
- Collaborated with management to enhance overall store operations and customer satisfaction.
- Processed returns and exchanges efficiently while adhering to company policies.
- Responsible for opening and closing registers accurately according to established procedures.
- Supported cashier duties during busy periods to help maintain smooth front-end operations.
- Reinforced stock control by organizing merchandise and monitoring supply needs.
- Maintained inventory records to help guide restocking and product availability.
- Supported positive customer experiences through attentive service and issue assistance.
- Trained new team members in cash register operation, stock procedures, and customer services.
- Collaborated with management to improve workflow and operational efficiency.
Cashier
3 Years 11 Months- Assisted guests in shopping experience
- Responsible for cash draw
- Kept track of inventory
- Kept area clean
Call Center Agent
3 Years 1 Month- Picked up phone calls
- Help clients with their accounts
- Called clients for information and sales purposes.
Education
Medical Assistant Dipolma - Medical Assistant
High school diploma or GED
Skills
Insurance Verification
EMR systems
Medical Office Experience
Medical Scheduling
ScheduliIssue Resolution
Data Entry
Call Management
Customer Service
Customer Support
Customer Interaction
Multilingual Communication
Team Collaboration
Performance Metrics
Process Improvement
Time management
Documentation Techniques
Receptionistflict Resolution
Scheduling
Problem Solving
Primary care
EMR
Software Navigation
Account Management
Product Knowledge
Communication skills
Problem Solving
Personal Information
- Title: Medical Assistant
- Work Permit: Authorized to work in the US for any employer
- Visa Status: Authorized to work in the US for any employer
Certification
CPR Certification, RMA
Languages
Spanish - Fluent
Timeline
Contact Center Representative III
AdventHealth Corporate
08.2024 - CurrentRead More
Phlebotomist
AdventHealth Corporate
11.2022 - 08.2024Read More
Medical Assistant/Procedure Coordinator
Florida Childrens Center for Gastroenterology
04.2022 - 11.2022Read More
Call Center Representative
Verizon Authorized Retailer - Verizon Wireless Zone
03.2021 - 02.2022Read More
Front Desk Receptionist
All Kids Pediatrics
03.2020 - 02.2021Read More
Medical Assistant
Hunt Club Pediatrics
08.2018 - 12.2018Read More
Medical Assistant/Scribe
Pediatric Associates
10.2017 - 08.2018Read More
Medical Assistant
South Florida Nephrology
09.2016 - 10.2017Read More
Medical Assistant/Front Office
Seaspine Orthopedic
08.2015 - 08.2016Read More
RMA Externship
Prime Care Medical
05.2015 - 07.2015Read More
Show Attendant
Sea World
01.2014 - 12.2015Read More
Lead Cashier/Retail Sales Associate
Family Dollar
01.2012 - 12.2014Read More
Cashier
Disney
01.2011 - 12.2014Read More
Call Center Agent
Call center of america
07.2008 - 08.2011Read More
American College For Medical Careers
Medical Assistant Dipolma from Medical Assistant
Read More
Edgewater High
High school diploma or GED
Read More