Nathan Mercado
Forest Hills,NY
Summary
Goal-oriented Customer Service Coordinator and Practice Manager with 4 years of experience in leadership roles. Detail-focused and driven to help employees succeed in meeting and exceeding goals. Charming salesperson skilled in communication and collaboration for best-in-class service.
Overview
22
22
years of professional experience
Work History
Front Desk Clerk
Pain Management Physicians
09.2023 - Current
- Enhanced patient satisfaction by providing efficient check-in and check-out processes.
- Streamlined clinic operations for improved patient flow and reduced wait times.
- Assisted medical staff with patient care, ensuring timely completion of appointments and procedures.
- Maintained accurate medical records, enabling smooth communication between healthcare providers and patients.
- Improved clinic efficiency by organizing and maintaining supplies inventory to meet daily operational needs.
- Facilitated collection of outside medical records and x-rays and indexed paperwork for scanning process.
- Prepared patient charts by gathering and organizing medical records ahead of appointments.
Marketing Assistant
Doral Health And Wellness
05.2023 - 08.2023
- Contributed to weekly team meetings, brainstorming sessions and staff appraisals.
- Maintained documentation, detailing assignments, in-progress work and completed project milestones.
- Generated leads through phone calls, emails and face-to-face interactions.
- Input new data, updated old records and cross-checked information to keep marketing database up-to-date.
- Proofread marketing collateral ahead of printing to eliminate errors.
- Created customized marketing materials to increase product awareness.
- Assist front desk staff during high patient volumes or staff shortage.
- Point person when Manager off siite.
Practice Manager
ModernMD Urgent
01.2022 - 12.2022
- Provided outstanding support to entire staff which helped improve process flow and boosted efficiency.
- Developed close working relationships with front office and back office staff.
- Boosted staff morale by offering constructive feedback and specific direction.
- Developed policies and procedures for effective practice management.
- Ordered all office supplies and kept check on inventory levels.
- Assisted with regulatory issues such as compliance.
- Trained interns and newly hired team members on office procedures, computer systems, and effective customer service skills.
- Motivated and supervised 6 - 12 staff members in delivering quality patient care.
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
- Verified salaried and hourly employee time cards to prepare accurate bi-weekly payroll.
- Assessed processes and procedures, complying with OSHA and HIPAA regulations.
Senior Office Coordinator
Memorial Sloan Kettering
10.2001 - 01.2022
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Liaised with patients, management and referring offices to better understand patient needs and recommend appropriate solutions.
- Maintained office supplies inventory by checking stock and ordering new supplies.
- Worked collaboratively with office staff to maintain smooth operations and team readiness for unexpected demands.
- Managed office activities by maintaining communication between clients, tracking records and filing all documents.
- Trained new employees on administrative procedures, company policies and performance standards.
- Answered constant flow of customer calls with minimal wait times.
- Managed 16-employee coordinators, and enhancing productivity and efficiency.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Delegated tasks to administrative staff, increasing office productivity and streamlining company operations.
- Investigated and resolved patient inquiries and complaints quickly.
- Developed highly empathetic patient relationships and earned reputation for exceeding service standard goals.
Education
Bachelor of Arts - Human Relations
CUNY SPS
New York, NY06.2024
Associates - Digital Media
Technical Career Institute
New York, NY03.2015
Skills
- Managing Practice Operations
- New Hire Training
- Customer Satisfaction
- Preparation of Demonstrations
- Managing Files and Records
- Quality Assurance
- Supply Ordering
- Schedule Management
Timeline
Front Desk Clerk
Pain Management Physicians
09.2023 - Current
Marketing Assistant
Doral Health And Wellness
05.2023 - 08.2023
Practice Manager
ModernMD Urgent
01.2022 - 12.2022
Senior Office Coordinator
Memorial Sloan Kettering
10.2001 - 01.2022
Bachelor of Arts - Human Relations
CUNY SPS
Associates - Digital Media
Technical Career Institute
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