Monica Sifuentes De La Rosa
Denver,CO
Summary
Experienced in Medical field with background in urgent medical dispatcher bringing 8 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
5
5
years of professional experience
2
2
Certificate
1
1
Language
Work History
Customer Care Ambassador
DispatchHealth
08.2021 - 03.2023
- Taking emergency phone calls, determining the nature of the emergency, gathering information, offering advice, dispatching the right emergency units, certifying in Emergency Medical Dispatch and BCI, translating information to callers, operating and monitoring multiple radio, phone and computer aided dispatch programs at one time, answering emergency calls from patients and, dispatching appropriate emergency apparatus, logging corresponding information into Computer Aided Dispatch Center, interacting with customers and emergency dispatchers while entering customer's information and location into computer aided dispatch system, communicating to law enforcement officers via radio and coordinating dispatch of emergency assets via Computer Aided Dispatch Sy
- Managed department call volume of [Number] calls per day and coordinated department schedules to maximize coverage during peak hours.
Home Health Care Aide
Alexi Wilson Trust Fund
12.2017 - 05.2021
- Providing personal care, housekeeping, meals, shopping, transportation, administering medications, checking vital signs, noticing changes in health condition, participating in training on advanced documentation of patient care and daily activity including communication with families regarding these items, providing basic medical treatments and assisting with medication administration as directed by established patient care plans, providing in-home care, speech/language therapy, occupational therapy, teaching Sign Language to children, developing essential reading, writing, communication fundamentals, delivering outstanding in-home care of elderly and/or developmentally disabled individuals ranging from general housekeeping and respite care to supervised medical treatments.
- Assisted patients in maintaining mental wellness through engaging conversation and social interaction during visits.
- Promoted patient mobility by helping with physical therapy exercises under supervision of licensed therapists.
- Reported unusual or urgent circumstances in patients' condition or environment immediately to nurse supervisor.
- Collaborated with interdisciplinary healthcare teams to develop personalized care plans that met individual patient needs.
- Prevented falls and injuries by implementing safety measures within home environment based on individual risk assessments.
- Demonstrated excellent time management and organizational skills, managing multiple clients'' needs simultaneously without compromising quality of care.
- Enhanced patient recovery time by assisting with prescribed exercises and administering medication as directed.
- Increased overall client satisfaction levels by consistently providing high-quality care tailored to each individual's preferences and requirements.
- Completed entries in log books, journals, and care plans to accurately document and report patient progress.
- Facilitated timely medical appointments by arranging transportation and accompanying patients when necessary.
- Educated family members on proper caregiving techniques, enabling them to confidently provide support at home.
- Monitored progress and documented patient health status changes to keep care team updated.
- Contributed to successful discharge planning for transitioning patients from hospital settings back into their homes safely.
- Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.
- Developed individual care plans for clients based on specific needs.
- Monitored client health by performing routine pulse, temperature and blood pressure checks.
- Offered patients and families emotional support and instruction in preparing healthy meals, independent living, and adaptation to disability or illness.
- Assisted with end-of-life care.
- Communicated regularly with clients' families to provide updates on health and wellbeing.
- Utilized universal precautions and infection control principles in all aspects of care.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
Education
High school diploma -
North High School
Denver, CO05.1991
Skills
- Home Care
- Caregiving
- Customer Service
- Senior Care
- Laundry
- Communication Skills
- Cleaning Experience
- Vital Signs
- Medication Administration
- Leadership
- Meal Preparation
- Cashiering
- Hospice Care
- Cooking
- Hospital Experience
- Microsoft Office
- Sales
- Food Preparation
- Tutoring
- English
- Computer Operation
- Nursing
- Microsoft Powerpoint
- Translation
- Interpretation
- Writing Skills
- Developmental Disabilities Experience
- HIPAA
- Medical Scheduling
- American Sign Language
- Documentation Review
- Teaching
- Microsoft Word
- Patient Care
- Medical Office Experience
- Call center experience
- Complaint Handling
- Payment Processing
- Assertiveness
- Customer Relations
- Inter-department collaboration
- Teamwork and Collaboration
- Calm and Professional Under Pressure
- Computer Skills
- Understanding Customer Needs
- Calm Under Pressure
- Problem Resolution
- Relationship Building
- Data Entry
- Product Knowledge
- Work Prioritization
- Product and service knowledge
- Issue and Complaint Resolution
- Quality Control
- Administrative and Office Support
- Complaint resolution
- De-Escalation Techniques
- Professional telephone demeanor
- Customer Data Confidentiality
- Order Fulfillment
- Policies and Procedures Adherence
- Medical terminology knowledge
- Customer Relationship Management (CRM)
- Call Center Operations
- Data Management
- Process Improvement
- Call Documentation
- Transaction Processing
- Order and Refund Processing
- Spanish Fluency
- Billing Adjustments and Refunds
- Customer Retention Strategies
- Multi-Line Phone Systems
- LiveChat Messaging
- Conflict Mediation
- Data Evaluation
- Quality Assurance Controls
- Organization
Certification
- CPR Certification, 05/01/11, Present
- BLS Certification
Languages
Spanish
Native or Bilingual
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Personal Information
Relocation: Anywhere
Personal Information
Relocation: Anywhere
Timeline
Customer Care Ambassador
DispatchHealth
08.2021 - 03.2023
Home Health Care Aide
Alexi Wilson Trust Fund
12.2017 - 05.2021
High school diploma -
North High School