Summary
Overview
Work History
Education
Skills
Timeline
Generic

Nathalie Grago Valenzuela

Casselberry,Florida

Summary

I am a detail-oriented team player with strong organizational and communication skills. I have the ability to handle multiple projects simultaneously with a high degree of accuracy.

I am seeking to maintain a position that offers professional challenges utilizing my interpersonal skills, excellent time management and problem-solving skills.

Overview

23
23
years of professional experience

Work History

Patient Advocate/Centralized Scheduler/Receptionist

Spine Health Institute
08.2017 - 06.2022
  • Assists with transporting patients to other departments within facility
  • Assists RN with patients exiting facility post anesthesia/post procedure
  • Creates new patient accounts/charts
  • Scan documents into appropriate systems, including patient’s charts (EMR) using correct MRN
  • Correctly identify and locate patient or procedure by MRN or FIN
  • Pre-registration
  • Verify and update patient's charts, demographics, and insurance information
  • Schedule appointments for any Imaging, Physical Therapy, Pain Management procedures, or consultations (in person and over the phone) using Cerner, AthenaHealth, and other computer software systems
  • Provides patient education
  • Respond to and send emails
  • Track data/data entry using Microsoft Excel
  • Answer multi-line telephone system
  • Send and receive faxes for multiple departments
  • Help resolve any issues or barriers patients may encounter
  • Provide outstanding customer service
  • Help to alleviate concerns/answer questions that the patients may have regarding their care, while providing a pleasurable visit at Spine Health.
  • Assisted patients in understanding individual rights and responsibilities in regards to care, coverage, and payment.
  • Responded to patient concerns and questions with compassionate and knowledgeable service.
  • Educated patients and families on healthcare options and financial support resources.
  • Facilitated communication between patients, families and healthcare providers to support comprehension.
  • Entered details into computer systems and managed database of information.
  • Advocated for patient rights and access to support resources in healthcare settings.
  • Maintained patient records and updated electronic health systems to safeguard data.
  • Worked effectively with staff from all departments to coordinate resolutions.
  • Collaborated with healthcare professionals to facilitate high-quality comprehensive care.
  • Assisted patients in navigating complex healthcare systems and procedures to reduce emotional strain.
  • Developed patient-centered care plans to meet individual needs.
  • Collected and analyzed patient feedback to evaluate quality of care.
  • Monitored patient progress and provided emotional support.
  • Advocated for patient rights and provided representation in court.
  • Researched and applied relevant healthcare laws and regulations to support compliance.
  • Provided excellent customer service to patients and medical staff.
  • Verified patient insurance eligibility and entered patient information into system.
  • Applied administrative knowledge and courtesy to explain procedures and services to patients.
  • Responded to inquiries by directing calls to appropriate personnel.
  • Helped address client complaints through timely corrective actions and appropriate referrals.
  • Answered incoming calls, scheduled appointments and filed medical records.
  • Followed document protocols to safeguard confidentiality of patient records.
  • Trained new staff on filing, phone etiquette and other office duties.
  • Facilitated communication between patients and various departments and staff.
  • Engaged with patients to provide critical information.
  • Compiled and maintained patient medical records to keep information complete and up-to-date.
  • Greeted and assisted patients with check-in procedures.
  • Organized patient records and database to facilitate information storage and retrieval.
  • Resolved customer complaints using established follow-up procedures.
  • Worked with patients to ascertain issues and make referrals to appropriate specialists.

Personal Assistant

Todd Eury
06.2012 - 07.2017
  • Displayed absolute discretion at handling confidential information.
  • Maintained appropriate filing of personal and professional documentation.
  • Oversaw personal and professional calendars and coordinated appointments for future events.
  • Answered phone calls and addressed customer questions and concerns to promote satisfaction and continued business.
  • Organize/file paperwork
  • Provided general administrative support including scheduling meetings, making travel arrangements and managing documentation.
  • Assisted Mr.Eury in research for upcoming Podcast topics.
  • Responded to emails and other correspondence to facilitate communication and enhance business processes.

Team Member/Customer Service Representative

Planet Fitness
05.2014 - 07.2014


  • Responsible for counting and depositing total sales each day
  • Keyholder for night shift
  • Assist members with use of gym equipment
  • Sanitize gym and equipment
  • Promote sell of products and gym memberships
  • Answer the telephone, sending emails/faxes, making copies and filing paperwork
  • Resolve any issues customers may have to ensure a most pleasurable experience.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Handled complaints with prompt, courteous service to uphold professional reputation.
  • Responded to customer calls and emails to answer questions about products and services.
  • Maintained and managed customer files and databases.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Trained staff on operating procedures and company services.

Licensed Practical Nurse

Laurel Ridge Skilled Nursing Facility
11.2010 - 07.2012
  • Responsible for patient care which includes administering medication, taking patient's vitals, checking patient's blood glucose levels, and wound care while providing a homelike and caring environment for the patients, to promote healing, recovery, and peace of mind
  • Obtaining labs when ordered
  • IV Therapy
  • (Including starting an IV, care of IV site, and removing IV.)
  • Port care including dressing changes
  • Counting/Restocking/Ordering Inventory
  • Cleaning/Disinfecting wheelchair, beds, lifts, and other equipment
  • Assisting with transporting patients to other departments within facility
  • Assisting with training new Licensed Practical Nurses and Nursing Assistants
  • Update patient's electronic and paper charts (medical records)
  • Assisting physicians with patient's assessments
  • Ordering patient’s prescribed medication from pharmacy
  • Schedule patient's appointments/transportation
  • Preparing necessary paperwork for patient transport
  • Answering multi-line telephones, sending email/faxes, and filing paper charts/documents/medical records
  • I was also responsible for tending to the needs of the patient's family/visitors to assure a comfortable and pleasant visit while at the facility.
  • Cared for wounds, provided treatments, and assisted with procedures.
  • Assisted with admissions, appointments, transfers, and discharges.
  • Documented accurate and complete patient information to address patient problems and expected outcomes.
  • Managed patient care through closely monitoring respiration, blood pressure, and blood glucose levels.
  • Administered controlled narcotics, inserted IVs, and performed catheterizations.
  • Performed routine evaluations of each patient's status, needs, and preferences.
  • Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
  • Used aseptic techniques to provide sterilized wound care and dressing applications.
  • Evaluated patients to identify and address wounds, behavioral concerns, and medically relevant symptoms.
  • Delivered updates in patient status to charge nurse, recording changes in medical records.
  • Gathered lab specimens, ordered testing, and interpreted results to diagnose patients.
  • Answered incoming phone calls from patients to provide basic assistance and triage medical concerns.
  • Comforted and counseled patients and families throughout care process.
  • Educated patients and caregivers on medical diagnoses, treatment options, chronic disease self-management and wound management.
  • Minimized staff and patient infection risk by cleaning and disinfecting equipment instruments.
  • Administered medications and injections to patients.
  • Clearly and thoroughly explained diagnoses, treatment options and procedures to patients and loved ones, checking in to verify understanding.
  • Provided diagnosis information, treatment possibilities, disease management tips and wound care advice to patients, loved ones and caregivers.
  • Developed and implemented individualized patient care plans.

Trainer/Server/Hostess/Customer Service Representative

Boston Beanery Restaurant
09.2003 - 11.2010
  • Responsible for training new employees
  • Serving customers by tending to their needs/providing exceptional customer service to ensure a pleasurable dining experience
  • Expediting food to be served in order to provide prompt service
  • Answering phones, taking to-go orders
  • Receive payments (cash, gift cards, or credit cards), counting/depositing money owed at end of shifts
  • Promoting the upsell of food products and merchandise
  • Resolve any issues customers may have.
  • Responded to customer requests for products, services, and company information.
  • Delivered prompt service to prioritize customer needs.
  • Followed up with customers about resolved issues to maintain high standards of customer service.

Call Center Representative

Reese Brothers Call Center
10.1999 - 05.2000
  • Responsible for managing high volumes of outbound calls
  • Contacting customers by phone to offer credit cards based on certain criteria, provide information about the different credit cards and services offered by Providian Bank
  • Record/update contact information of past, present, and potential future customers
  • Fax/copy/scan documents and send to appropriate departments.
  • Adhered to company policies and scripts to consistently achieve call-time and quality standards.
  • Answered phone with friendly greeting to create positive inbound calling experience for customers.
  • Handled high volume of inbound calls per shift to offer callers product and service information and generate quotes.
  • Demonstrated strong problem-solving skills by resolving customer issues during first call.
  • Built positive relationships with customers by providing exceptional customer service.
  • Developed in-depth understanding of product features and services to offer comprehensive support.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Trained new personnel regarding company operations, policies and services.

Education

Associate - General Studies

Valencia College
Orlando, Florida
08.2017

Licensed Practical Nursing Program - Practical Nursing

Fayette County Career And Technical Institute
Fairchance, Pennsylvania
03.2010

Diploma - Business

Brownsville Area High School
Brownsville, Pennsylvania
06.1997

Skills

  • Other experience/skills:
  • Microsoft Office (including Excel, Word, PowerPoint, and Teams)
  • Cerner computer software
  • AthenaHealth computer software
  • Medical Terminology
  • Electronic Medical Records
  • Medical Filing
  • Patient Correspondence
  • Insurance Understanding
  • Multi-Line Telephone Systems
  • Medical History Documentation
  • Health Information Access Management
  • Word Processing
  • Clerical and Filing Support
  • Patient Rights
  • Resource Utilization
  • Forms and Spreadsheet Creation
  • Database Coordination
  • Patient Information Management
  • Medical Services Administration
  • Conflict Mediation
  • Patient Issue Resolution
  • Patient Interviewing Skills
  • Appointment Confirmation
  • Claims Handling and Coverage Verification
  • Reviewing Patient Information
  • Organization and Time Management
  • Counseling and Guidance
  • Interpreting Physician Orders
  • Spreadsheet Tracking
  • Punctual and Hardworking
  • Insurance Verification
  • Large Caseloads

Timeline

Patient Advocate/Centralized Scheduler/Receptionist

Spine Health Institute
08.2017 - 06.2022

Team Member/Customer Service Representative

Planet Fitness
05.2014 - 07.2014

Personal Assistant

Todd Eury
06.2012 - 07.2017

Licensed Practical Nurse

Laurel Ridge Skilled Nursing Facility
11.2010 - 07.2012

Trainer/Server/Hostess/Customer Service Representative

Boston Beanery Restaurant
09.2003 - 11.2010

Call Center Representative

Reese Brothers Call Center
10.1999 - 05.2000

Associate - General Studies

Valencia College

Licensed Practical Nursing Program - Practical Nursing

Fayette County Career And Technical Institute

Diploma - Business

Brownsville Area High School

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Nathalie Grago Valenzuela