MYRNA MARTHA BALDERAS
Edinburg,Texas
Summary
The ability to apply my skills in an environment that will foster growth and opportunity. Knowledgeable and dedicated customer service professional with extensive experience in customer service. Team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Strong leader and problem-solver. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Call Center Agent
Teleperformance - FEMA, H&R Block
09.2017 - 02.2018
- Monitor agent’s calls in call centers in Texas and Utah, coach on assessments completed (local location only), and assist agents resolve calls
- Side-by-side coaching for local agents
- Submit monitor reports to agents and supervisors
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Receive incoming calls from disaster victims to submit applications, check status of applications, resolve issues with applications.
Licensed Vocational Nurse
Centene Corp, Superior Health Plans
01.2015 - 12.2016
- Telephonic and Face-to-Face Assessments
- Facilitated Interdisciplinary Care Team Meetings
- Care Plans
- Assist in auditing member records
- Assist member/family with acquiring medical equipment and PAS, DAHS, Home Modifications
- 2060’s
- Complete Reports
- Worked with multidisciplinary team to carry out successful treatment plans for diverse acute and chronic conditions.
- Documented accurate and complete patient information to address patient problems and expected outcomes.
- Collaborated with interdisciplinary team of healthcare and social service providers to address patients' needs through effective intervention and care planning.
LVN
ECISD B.L. Garza Middle School
02.2014 - 10.2014
- Nursing skills to daily visits
- Administer medications
- Keep student records
- Send memos to parents and physicians
- Assessed students' temperature, pulse, and blood pressure and recorded in electronic medical records.
- Documented student vitals, behaviors and conditions to communicate concerns to supervising nurse.
- Comforted and counseled students.
- Answered incoming phone calls from parents to provide basic assistance and medical concerns.
Medical Records Director
Briarcliff Nursing and Rehab Center
02.2012 - 10.2012
- Managing Medical Records Department in which I supervised two (2) employees
- Input all medical orders and admissions for all residents into system
- Respond to all requests for medical records
- Submit/and or deliver all orders and admissions to physicians
- Assure that all medical charts for facility were in order and thinned out
- Audit charts on monthly basis to assure that all signatures and forms are complete and up-to-date
- Attend daily and monthly management and staff meetings and trainings
- Supervise Safety Drills
- Order supplies for department and nurses stations
- Prepare monthly MARS and TARS
- Oversaw secure transfer of patient records to other health care providers to support requests and authorizations.
- Developed and implemented record storage and retrieval system to comply with record retention laws and maintain accessibility.
- Reviewed open and closed records to comply with medical record documentation policies and reported findings to nursing services director.
- Evaluated requests for information and maintained and tracked releases to comply with federal and state laws.
Licensed Vocational Nurse/Director
Mis Años Felices Adult Day Care, LLC
02.2009 - 08.2011
- Registered clients with all required state applications
- Submitted all required forms to state agencies to meet licensing compliance for facility
- Completed initial and monthly assessments on all clients
- Completed daily vitals, wound cares, administered medications, ordered medications and pre-filled pill boxes for clients
- Scheduled medical appointments for clients
- Scheduled community and state agencies for trainings
- Provided trainings for staff, clients and family members
- Responsible for following up with clients and/or family members, home visits, hospital visits for those not attending due to medical reasons
- Kept client records
- Organized practice safety drills for facility
- Managed facility and staff
Licensed Vocational Nurse
Historia De Colores Adult Day Care
11.2008 - 02.2009
- Completed initial and bi-annual assessments on all clients
- Completed daily vitals, wound cares, administered medications, ordered medications and pre-filled pill boxes for clients; Scheduled medical appointments for clients.
- Assessed patients' temperature, pulse, and blood pressure and recorded in medical records.
Clerk
Edinburg Consolidated Independent School District
08.2004 - 05.2007
- Organizing and planning parent programs and trainings.
- Developed monthly parent newsletters in English and Spanish.
- Recruited parent volunteers
- Kept records of Migrant Students
- Assured needs of Migrant Students were met.
- Submitted all required reports to administrators.
- Assisted in registration of students in appropriate classes.
- Kept student records.
- Answered phones and greeted public.
- Typed correspondence and memos.
- Interacted with public by phone, email, or in-person to provide information.
- Provided quality clerical support through data entry, document management, email correspondence, and overseeing operation of office equipment.
Education
Certificate in Licensed Vocational Nurse - Licensed Vocational Nurse And Medical Transcriptio
South Texas College
McAllen, Texas08.2008
High School Diploma -
Edinburg High School
Edinburg, Texas05.1982
Skills
⮚ Nursing Skills
- Excellent Organizational and Planning Skills
- Documentation
- Strong Customer Relations Skills
- Policy and Procedure Adherence
- Proficient in working with multiple computer applications
- Word Processing and Typing
- Telephone and Switchboard Operator Skills
- Fluently bilingual in English and Spanish
- Proficient in office equipment
- Proficient in Filing and Data Entry
- Excellent Management and Supervisory Skills
Certification
- LVN License in State of Texas #217490
Languages
Spanish
Professional Working
Timeline
Call Center Agent
Teleperformance - FEMA, H&R Block
09.2017 - 02.2018
Licensed Vocational Nurse
Centene Corp, Superior Health Plans
01.2015 - 12.2016
LVN
ECISD B.L. Garza Middle School
02.2014 - 10.2014
Medical Records Director
Briarcliff Nursing and Rehab Center
02.2012 - 10.2012
Licensed Vocational Nurse/Director
Mis Años Felices Adult Day Care, LLC
02.2009 - 08.2011
Licensed Vocational Nurse
Historia De Colores Adult Day Care
11.2008 - 02.2009
Clerk
Edinburg Consolidated Independent School District
08.2004 - 05.2007
Certificate in Licensed Vocational Nurse - Licensed Vocational Nurse And Medical Transcriptio
South Texas College
High School Diploma -
Edinburg High School
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