Summary
Overview
Work History
Education
Skills
Timeline
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Melanie Lombardo

Kyle,TX

Summary

A reliable team player who thrives in fast-paced, high-pressure environments by maintaining calmness, adaptability, and a strong focus on patient safety. Passionate about educating patients, addressing their concerns with patience and understanding, and collaborating closely with providers to ensure personalized, high-quality care. Committed to upholding strict confidentiality and clinic protocols while consistently striving to improve patient experiences and outcomes.

Overview

7
7
years of professional experience

Work History

PRN Registered Medical Assistant

Austin Regional Clinic
02.2025 - Current
  • PRN Certified Medical Assistant – Providing flexible clinical support across multiple departments based on staffing needs and patient volume.
  • Proven ability to adapt to changing schedules and diverse clinical environments while delivering consistent, high-quality patient care.
  • Perform both administrative and clinical duties, including patient intake, vitals, injections, EMR documentation, and assisting with procedures.
  • Proficient in Epic EMR system for accurate patient documentation, scheduling, and clinical communication.
  • Collaborate with multidisciplinary teams to support patient flow, maintain clinic standards, and ensure consistent, high-quality care delivery
  • Experienced in floating between clinical units to fill staffing gaps and ensure patient care continuity.
  • Maintain readiness to cover shifts on short notice, providing seamless clinical and administrative support with minimal supervision.
  • Maintain readiness to cover shifts on short notice, providing seamless clinical and administrative support with minimal supervision.
  • Ensure compliance with HIPAA, OSHA, and infection control protocols regardless of clinic location or staffing levels.
  • Support patient education by explaining treatment plans, medications, and follow-up instructions clearly and compassionately.
  • Anticipate clinic needs during busy shifts, contributing to smooth patient flow, reduced wait times, and provider satisfaction.

Registered Medical Assistant

Baylor Scott & White Health
03.2021 - Current
  • Registered Medical Assistant – Skilled in patient care, clinical procedures, and administrative support within fast-paced healthcare environments.
  • Perform clinical tasks including taking patient histories, measuring vital signs (e.g., blood pressure, pulse, temperature, respiratory rate, height, weight), and preparing patients for examination.
  • Administer medications and injections, including allergy immunotherapy, under physician supervision, ensuring patient safety and adherence to protocols.
  • Collect and process lab specimens (e.g., blood draws, throat swabs) following infection control and safety guidelines.
  • Skilled in managing electronic messaging for multiple providers simultaneously while maintaining high standards of accuracy and responsiveness.
  • Scan, upload, and file incoming patient documents and referrals from fax; maintain compliance with HIPAA and clinic documentation policies.
  • Proficient in Epic EMR system for accurate patient documentation, scheduling, and clinical communication.
  • Educate patients on medications, treatment plans, and clinic policies to promote understanding and compliance.
  • Prepare and send patient correspondence including cancellation notices, no-show letters, and clinical result notes in accordance with clinic protocols and provider direction.
  • Monitor supply usage and reorder clinical materials to maintain optimal stock levels; coordinate with vendors to support smooth departmental operations.
  • Coordinate placement and tracking of heart monitors (iRhythm) for patients requiring ambulatory cardiac monitoring, ensuring proper device setup, patient education, and documentation.
  • Serve as primary point of contact for heart monitor logistics, including device application, return tracking, and result coordination with providers.
  • Conduct monthly tracers and medication audits to ensure compliance with clinic policies, safety standards, and regulatory requirements (e.g., OSHA, Joint Commission).
  • Review medication storage, labeling, expiration dates, and documentation accuracy; report discrepancies and follow up on corrective actions.
  • Conduct environmental tracers such as hand hygiene, sharps disposal, PPE availability, and crash cart readiness checks.
  • Participate in rapid response activations by supporting clinical staff, preparing emergency equipment, and facilitating communication during critical events.
  • Lead Registered Medical Assistant in Baylor Scott and White Health Austin Oak Hill Allergy Department – Skilled in preparing and administering subcutaneous allergy shots according to standardized schedules and individualized treatment plans.
  • Monitor patients post-injection for systemic or localized reactions; trained in rapid response protocols including epinephrine administration and emergency procedures.
  • Maintain accurate immunotherapy schedules for multiple patients; track dosing and adjustments per provider instructions.
  • Proficient in recognizing signs of allergic reaction and activating anaphylaxis protocols; ensure emergency medications are available and unexpired.
  • Educate patients on immunotherapy guidelines, side effects, dose intervals, and when to reschedule injections for illness or missed doses.
  • Accurately document injections, patient reactions, and safety checks in EMR systems.
  • Track inventory of allergy vials; ensure proper storage temperature and expiration management.
  • Staff Training & Preceptorship – Experienced in mentoring and training new employees and clinical externs to ensure safe, consistent, and high-quality patient care.
  • Providing hands-on training, guidance, and support during onboarding and skill development.
  • Mentor and evaluate new staff on clinic procedures, safety protocols, EMR documentation, and patient interaction standards.
  • Foster a supportive learning environment by answering questions, demonstrating best practices, and reinforcing compliance with clinical policies.
  • Assist in developing or updating training materials and checklists for consistent onboarding experiences.
  • Certified in Basic Life Support (BLS) – Maintaining current certification through the American Heart Association (AHA).
  • Demonstrates proficiency in CPR, airway management, and emergency cardiovascular care as part of routine patient safety practices.
  • Trained to perform effective lifesaving techniques during medical emergencies in clinical settings.


Contact Center Representative

Baylor Scott & White Health
03.2020 - 09.2021


  • Deliver compassionate, patient-focused service over the phone, addressing concerns, scheduling needs, and inquiries with empathy and professionalism.
  • Use active listening and de-escalation techniques to manage upset or confused patients, ensuring clarity and satisfaction in each interaction.
  • Clearly explain healthcare policies, appointment details, and follow-up instructions in a way patients can understand.
  • Route calls accurately to the appropriate departments or providers and ensure timely follow-up on unresolved issues.
  • Maintain high first-call resolution rates by addressing a wide range of patient needs without unnecessary transfers.
  • Schedule, reschedule, and cancel appointments across multiple departments using electronic scheduling systems.
  • Clearly explain healthcare policies, appointment details, and follow-up instructions in a way patients can understand.
  • Coordinate care by assisting with referrals, verifying insurance coverage, and confirming eligibility requirements prior to visits.
  • Work closely with clinical teams to accommodate urgent scheduling requests and minimize wait times.
  • Proficient in Epic and other EMR systems for accurate and timely documentation of patient calls, messages, and appointment notes.
  • Accurately input and update patient demographics, insurance information, and provider instructions within the system.

Food Service Worker

Buc-ee's
07.2019 - 03.2020
  • Utilized strong multitasking skills to manage multiple orders simultaneously without compromising quality or accuracy.
  • Supported team members during peak hours, ensuring smooth operations and minimal wait times for customers.
  • Greeted customers at counter to fulfill requests and answer questions.
  • Promoted a positive work environment through effective communication with colleagues and supervisors.
  • Demonstrated versatility by quickly adapting to various roles within the food service environment as needed.
  • Learned other teammates' work tasks to train as backup.
  • Replenished condiments, beverages, and supplies while maintaining cleanliness of service areas.
  • Prevented food spoilage by monitoring dates, rotating stock, and following proper storage procedures.
  • Operated dishwashing and sanitizing equipment according to manufacturer instructions.
  • Developed rapport with customers, fostering loyalty, repeat business, and positive word-of-mouth referrals.
  • Maintained effective supply levels by monitoring and reordering food stock and dry goods.
  • Reduced food preparation times by organizing workstations effectively.
  • Enhanced team efficiency with streamlined food preparation processes.
  • Maintained safety standards by properly handling food and adhering to sanitation guidelines.

Barista

Starbucks
04.2019 - 07.2019
  • Maintained a clean and organized workspace for optimal productivity. safety, and ensuring welcoming environment for customers.
  • Provided exceptional customer service, resolving any complaints promptly and maintaining positive reputation.
  • Promoted a welcoming atmosphere by greeting customers with a friendly demeanor and promptly addressing their needs.
  • Controlled line and crowd with quick, efficient service.
  • Increased repeat business by providing exceptional customer service and building rapport with patrons.
  • Maintained and operated espresso machines, blenders, commercial coffee brewers, coffee pots, and other equipment.
  • Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Processed customer orders and accurately handled payment transactions.
  • Resolved customer complaints with professionalism and empathy, resulting in increased customer loyalty.
  • Met customer service goals and exceeded customer expectations.
  • Collaborated with team members to maintain smooth operations during peak hours.
  • Collaborated with team members to streamline checkout processes, reducing average customer wait time.
  • Handled sensitive information securely while processing payments through various methods including cash, credit cards, and gift cards.

Theatre Usher

Schulman Theater
05.2018 - 04.2019


  • Delivered exceptional customer service by responding promptly to inquiries from guests about upcoming shows or general theatre information.
  • Sold admission, processed payments, and issued tickets.
  • Supported box office operations as needed, processing ticket sales and providing accurate event information to patrons.
  • Assisted in the setup and breakdown of event spaces as needed, ensuring a quick turnaround between performances or special events.
  • Worked with other staff members to facilitate smooth flow of operations.
  • Monitored entrance and exit of venue to guarantee safety of guests.
  • Reported maintenance or equipment issues for fast resolution to minimize downtime.
  • Provided guidance on seating and ticketing procedures to increase customer satisfaction.
  • Monitored guests for compliance with safety and security protocols, raising any issue with security.
  • Worked flexible schedule and extra shifts to meet business needs.
  • Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
  • Built relationships with customers to encourage repeat business.
  • Managed multiple tasks simultaneously and completed all assigned duties each shift.

Education

Marketing - Social Media Marketing

Austin Community College
Round Rock, TX
03.2020

Marketing - Social Media Marketing

Austin Community College
Austin, TX

Registered Medical Assistant - Health Education

Austin Community College
Leander, TX
09-2021

High School Diploma -

Bastrop High School
Bastrop, TX
06.2018

Skills

  • Multitasking
  • Communication
  • Time Management
  • Active Listening
  • Teamwork
  • Customer Service
  • Dependable
  • Seasoned
  • Resilient
  • Selfless

Timeline

PRN Registered Medical Assistant

Austin Regional Clinic
02.2025 - Current

Registered Medical Assistant

Baylor Scott & White Health
03.2021 - Current

Contact Center Representative

Baylor Scott & White Health
03.2020 - 09.2021

Food Service Worker

Buc-ee's
07.2019 - 03.2020

Barista

Starbucks
04.2019 - 07.2019

Theatre Usher

Schulman Theater
05.2018 - 04.2019

Marketing - Social Media Marketing

Austin Community College

Marketing - Social Media Marketing

Austin Community College

Registered Medical Assistant - Health Education

Austin Community College

High School Diploma -

Bastrop High School

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