Milagros Fernandez-Felix
Brooklyn,NY
Summary
I possess over ten years of experience in veterinary medicine, coupled with a robust background in the medical field, having worked alongside various health care providers including specialists in No-Fault Accident, Workers' Compensation, Pediatrics, General Practice, and HIV treatment. My diverse experiences have equipped me with a comprehensive skill set and a deep understanding of patient needs, which I believe would be invaluable in a veterinary environment. I am passionate about animal care and am committed to providing the highest standard of service to both animals and their owners. I am authorized to work in the United States for any employer and am eager to bring my expertise to your team. Please find my resume attached for your review.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Team Leader
Vet Emergency and Referral Group
Brooklyn, NY
04.2014 - Current
- Overseeing the front desk operations and ensuring a seamless experience for employees and clients alike.
- Implementing a 12-month no-interest payment plan through Care Credit for our clients, enhancing their access to services.
- Resolving issues across multiple departments such as Cardiology, Dermatology, and Internal Medicine to maintain service quality and client satisfaction.
- Managing over 20 reviews for team members, providing constructive feedback and support.
- Issuing verbal reprimands and write-ups for attendance, performance, and behavioral issues as necessary.
- Acting as a representative during HR disciplinary meetings and terminations alongside the management team.
- Conducting interviews for existing employees seeking new opportunities within the company.
- Personally cooking for the holidays to foster team spirit and camaraderie among staff.
- Acknowledging outstanding workers with merit awards and treating employees to breakfast or lunch as a token of appreciation.
- Covering shifts across various times (day, night, overnight) to ensure staffing needs are met.
- Managing check-in, check-out, and call center responsibilities to maintain efficient operational flow.
- Handling daily closeouts to ensure accurate financial reporting.
- Communicating with different departments including HR, Social Workers, and Management to resolve issues effectively.
Senior CSR/Trainer
Vet Emergency and Referral Group South
Brooklyn, NY
04.2014 - 03.2020
- Intake patient information
- Train employees
- Data entry
- Billing (Clients payments)
- Schedule appointments
- Multiple phone lines
- Intake patient history
Medical Assistant
Brooklyn Plaza
Brooklyn, NY
12.2008 - 05.2010
- Trained new Medical Assistants
- Took Vital signs such as patient: ( Height, Weight, Blood Pressure, Pulse, etc).
- Educated patient on Wellness
- Chaperone patients during procedure
- Sent letters and made call for patient recall
Medical Assistant
Urban Health
Bronx, NY
05.2006 - 12.2008
- Trained new Medical Assistants
- Took Vital signs such as patient
- Answer multiple phone lines
- Performed EKG, hearing and vision test
- Intake new patient history and insurance information
- Schedule appointments in house and specialist
Management
Williamsburg Management
Brooklyn, NY
10.1997 - 04.2005
- Data entry
- Billing (No Fault Accident Workers Comp Cases)
- Create schedule for employees
- Faxed, copy, file
- Collaborated with Lawyers for cases
- Discipline actions when needed/ reward with dinners and lunches.
- Schedule necessary testing (MRI,CT,X-ray)
- Create financial report for accounting
- Follow-up with specialist
- Order supplies
- Multiple phone lines
Education
High school diploma - undefined
Boricua College
06.2011
Medical Assisting - Graduate degree
Allen School
04.2006
Skills
- Receptionist
- EClinicalWorks
- Windows
- Microsoft Dynamics 365
- Teaching
- Excel
- Call center experience
- Improving customer support response time
- Employment & labor law
- In-person customer service
- Customer service manager experience
- Employee relations
- Office management
- Sales
- Customer service
- Supervising experience
- Medical office management
- Vital signs
- Phone call management
- Client interaction via phone calls
- Escalation handling
- Phone communication
- Customer training
- Clerical experience
- Veterinary experience
- Team development
- Home health
- Small business owner customer support experience
- Data collection
- Medical records
- Microsoft Office
- Team management
- Recruiting
- Workers' compensation law
- Social media platforms
- Client onboarding
- Procedural guides
- Managing teams in a customer support role
- Hospitality
- Primary care
- Microsoft Word
- Customer issue escalation
- Medical terminology
- Physical therapy
- Customer service video conferencing
- Decision making
- Accounting
- Customer returns handling
- Microsoft Excel
- EMR systems
- Performance reviews
- Internal employee customer service
- Medical imaging
- Computer networking
- Records management
- Leadership
- Training & development
- Customer retention
- Word processing
- Task prioritization
- Care plans
- Customer relationship building
- Emergency medicine
- Analysis skills
- Data Entry
- Order processing
- Scheduling
- Google Workspace
- Patient observation
- Mentoring
- Urgent care
- Phone etiquette
- Time management
- Microsoft Teams
- Organizational skills
- Billing issue inquiries
- Managing customer accounts
- Customer support specialist experience
- Human resources
- Phone customer support
- Email customer support
- Employee engagement
- Call center agent experience
- Operations management
- Financial report writing
- Hospital experience
- Patient interaction
- Front desk
- Veterinary clinic experience
- Billing
- Pediatrics
- Microsoft Outlook
- Communication skills
- Filing
- Conflict management
- Academic advising
- Clerical Experience
- Microsoft Powerpoint
- Customer support experience within healthcare industry
- Writing skills
- Client services
- Customer support
- Individual consumer customer service
- Google Suite
Certification
- Certified Medical Assistant, 2006-04-01, Present
- CCMA Certification, 2006-04-01
- RMA, 2006-04-01
- CPR Certification, 2006-04-01
Languages
English
Spanish
Personal Information
- Work Permit: Yes
- Visa Status: Authorized to work in the United States
Timeline
Team Leader
Vet Emergency and Referral Group
04.2014 - Current
Senior CSR/Trainer
Vet Emergency and Referral Group South
04.2014 - 03.2020
Medical Assistant
Brooklyn Plaza
12.2008 - 05.2010
Medical Assistant
Urban Health
05.2006 - 12.2008
Management
Williamsburg Management
10.1997 - 04.2005
High school diploma - undefined
Boricua College
Medical Assisting - Graduate degree
Allen School