Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nathalie Espinoza

Summary

Highly motivated and detail-oriented professional with over 10 years of experience in customer service roles. Seeking a challenging position to utilize my problem-solving skills, communication abilities, and extensive knowledge in customer relationship management. Committed to enhancing experiences and proving exceptional customer service.

Overview

12
12
years of professional experience

Work History

Patient Relations/ Experience Ambassador

Children's Memorial Hermann Hospital
01.2021 - Current
  • Consulting with supervisors/ managers/ directors to access cases and plan strategies for enhancing care
  • Conducting callbacks on patients who have discharged to follow up, making sure that they have all that they need post-discharge
  • Serving as liaison between patients, their families, and the hospital staff
  • Conducting customer experiences teach-back section for patient relation representatives
  • Promoting, motivating, and mentoring staff in professional growth and development
  • Conducting patients' experiences presentation for new hires
  • Conducting monthly meetings with oncoming resident doctors to enhance patient experience
  • Executing service recovery and follow-up to patient/families' concerns
  • Analyzing Qualtrics survey, scores, and trends
  • Daily rounding in the Emergency department with patients who have been holding for hours at a time to ensure satisfactory connection prior to transfer to floor
  • Daily rounding on general pediatrics unit, pediatric trauma unit and pediatric epilepsy unit to connect with patients and families
  • Coordinating analytic resolutions for patient concerns
  • Participating in projects based on unit areas of improvement and growth
  • Patient data collection and documentation

Patient Care Technician

Children's Memorial Hermann Hospital
01.2018 - 01.2021
  • Recorded temperature, blood pressure, pulse, and respiration rate as directed by medical or nursing staff
  • Remained alert to problems or health issues of patients and competently responded
  • Monitored and maintained cleanliness, sanitation and organization of nursing stations and service areas
  • Monitored progress and documented patient physical, emotional, and symptomatic health changes in patient condition and communicated it to the correct chain of command
  • Provided assistance in daily living activities and needs by dressing, grooming, bathing, and toileting patients
  • Supported unit efficiency by maintaining current and accurate clerical paperwork and charts
  • Removed IV's, provided foley care, recorded drainage, intake and output, assisted with mobility, in a high paced work environment

Operations Manager

Fitness Connection
01.2014 - 01.2018
  • Record details of attendance, sales, receipts, reservations, and repair activities
  • Listen to customer requests, referring to alphabetical or geographical directories to answer questions and provide telephone information
  • Calculate and quote charges for services
  • Operate paging systems or other systems of bells or buzzers to notify recipients of incoming calls
  • Keep records of calls placed and received, and of related toll charges
  • Maintain wellness and fitness-related schedules, records, or reports
  • Operate telephone switchboard to answer, screen, or forward calls, providing information, taking messages, or scheduling appointments
  • Transmit information or documents to customers, using computer, mail, or facsimile machine
  • Receive payment and record receipts for services
  • Assist customers with updating card and/ or switching to bank draft
  • Help customers with collection accounts and balances
  • Responsible for making schedules and scheduling staff
  • Payroll and timecard submission with ADT
  • Managing and developing a team of 14 employees

Education

Associates - Nursing

Lonestar College- University Park
01-2027

MRT certification - undefined

College of Healthcare Professions
08.2013

High School Diploma - undefined

Eisenhower High School
06.2013

Skills

  • Bilingual, fluent in both English and Spanish
  • Ability to manage multiple projects simultaneously and meet tight deadlines, while maintaining the highest standards of quality
  • Strong written and verbal communication skills, including the ability to provide constructive feedback and collaborate effectively
  • Ability to handle multiple tasks, changing priorities and time constrains with good accuracy
  • Proficiency with Word, Excel, Microsoft Office, and Outlook
  • Efficient and excellent understanding of medical terminology
  • CPR/ BLS certified
  • Customer engagement
  • Team management

Timeline

Patient Relations/ Experience Ambassador

Children's Memorial Hermann Hospital
01.2021 - Current

Patient Care Technician

Children's Memorial Hermann Hospital
01.2018 - 01.2021

Operations Manager

Fitness Connection
01.2014 - 01.2018

MRT certification - undefined

College of Healthcare Professions

High School Diploma - undefined

Eisenhower High School

Associates - Nursing

Lonestar College- University Park
Nathalie Espinoza