Summary
Overview
Work History
Education
Skills
Certification
Work Availability
Timeline
Hi, I’m

NASHALY N. ARROYO

Orlando,United States
Fall seven times; stand up eight.
Japanese proverb
NASHALY N. ARROYO

Summary

Service-focused medical professional with work from home experience bringing unparalleled skills in customer relations, task prioritization and time management. Motivated to directly and efficiently address customer concerns head-on, develop proactive solutions and implement corrections with efficiency. Proficient in customer service management with expertise in related roles.

Overview

4
years of professional experience
1
Certification

Work History

FreedomCare

Retention Specialist (WFH)
03.2022 - Current

Job overview

  • Managed a caseload of 120-160 cases per month of patients in the Medicaid system to provide comprehensive, home-based services.
  • Explained and educated patients and loved ones regarding eligibility requirements, application details, and applicants' legal rights during intake assessment.
  • Communicated among health insurances, social workers, and primary care providers to collect proper forms.
  • Increased "cases back on care!" rates by providing excellent service and building meaningful relationships with patients and caregivers.
  • Attended and participated in weekly extended education meetings to stay informed about the evolving needs of the health insurance industry, the client base and to improve my skills to provide higher quality customer service.
  • Addressed delays in the CDPAP process such as doctors not sending in completed forms, pending state assessment results, or health insurances not sending in the authorization in a timely manner.
  • Communicated with health insurance companies to get pre-authorization information on behalf of patients for CDPAP services.
  • Followed up with patients to inquire about case updates and ensure they are staying on top of their doctor referrals and forms required to submit to their health insurances.
  • Maintained current and accurate medical records for patients.
  • Collected, verified, recorded and processed client demographics, health insurance information and referral information.
  • Answered 20+ inbound calls daily that consisted of assisting patients or loved ones with CDPAP questions, case updates, eligibility and referrals.
  • Responded proactively and positively to rapid change.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Recorded actions taken, issues resolved and missing information to effectively manage patients' records.

Contemporary Women’s Care

Lead Medical Assistant
03.2020 - 02.2022

Job overview

  • Lead a group of five medical assistants by enforcing department policies and procedures to keep team operating effectively and delivering top-notch care while managing 30+ patients a day.
  • Prepared and administered medications to alleviate patient symptoms.
  • Promoted office efficiency, coordinating charts, completing medical forms and helping patients with diverse needs.
  • Assisted with routine check ups and diagnostic testing by collecting and processing specimens.
  • Called and faxed pharmacies to submit prescriptions and refills.
  • Protected patients and staff from infection risks by routinely cleaning and disinfecting common areas and patient rooms.
  • Restocked and organized exam rooms and medical equipment.
  • Collected and documented vital signs and health history for patients in a clinic environment.
  • Documented patient information in an EMR system and prepared paperwork for the physicians.
  • Assisted physicians with clinical procedures such as pap smears, birth control insertions, colposcopy and biopsies.
  • Triaged incoming calls for the providers to determine callers' needs for immediate appointments, scheduled visits, medications or advice.
  • Practiced proper HIPAA guidelines and medical terminology.

Buffalo Wild Wings

Server/Hostess
02.2018 - 12.2019

Job overview

  • Worked with POS system to place orders, manage bills and handle complimentary items.
  • Bussed and reset tables to keep dining room and work areas clean.
  • Explained menu items and suggested appropriate options for food allergy concerns.
  • Upsold high-profit items such as appetizers and mixed drinks to enhance sales numbers.
  • Kept register accurate through correct billing, payment processing and cash management practices.
  • Used slow periods to restock supplies such as food items, ice, trays, paper products and delivery bags to keep pantry well-stocked for busy periods.
  • Carried out complete opening, closing and shift change duties to keep restaurant working efficiently and teams ready to meet customer needs.
  • Displayed enthusiasm and promoted excellent service to customers, successfully increasing referrals and walk-in business.
  • Resolved guest and employee complaints to maintain complete customer satisfaction and workforce effectiveness.
  • Maintained thorough menu knowledge to sufficiently answer questions regarding menu item sourcing, ingredients and cooking methods.

Education

University of Central Florida
Orlando, FL

Bachelor of Science from Nursing
10.2026

University High School
Orange City, FL

High School Diploma
06.2016

Skills

  • Patient Relations
  • Problem Anticipation and Resolution
  • Medical Terminology
  • Strong Telephone Etiquette
  • Calm and Professional Under Pressure
  • Efficient and Detail-Oriented
  • Fluency in Spanish and English

Certification

  • CMA - Certified Medical Assistant
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Retention Specialist (WFH)

FreedomCare
03.2022 - Current

Lead Medical Assistant

Contemporary Women’s Care
03.2020 - 02.2022

Server/Hostess

Buffalo Wild Wings
02.2018 - 12.2019

University of Central Florida

Bachelor of Science from Nursing

University High School

High School Diploma

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NASHALY N. ARROYO