Summary
Overview
Work History
Education
Skills
Timeline
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Ninoska Martinez

Peekskill,NY

Summary

Dedicated and detail-oriented Operations Associate with a strong background in healthcare administration and a passion for fostering meaningful connections. Seeking the opportunity to leverage my skills and experience to excel as a Social Media Coordinator at Alma, contributing to the growth and success of the organization. .

Overview

5
5
years of professional experience

Work History

Clinical Operations Associate

Alma
Peekskill, NY
07.2023 - Current
  • Monitored appointment statuses daily, ensuring the timely progression of patient-provider matching within the Care Connect service.
  • Conducted proactive outreach to patients who were unable to match with a provider, offering assistance and guidance to facilitate successful connections.
  • Proficiently handled a range of Zendesk ticket categories, tailoring provider recommendations to meet clients' specific needs.
  • Collaborated with team members to achieve project goals and timelines.
  • Proactively communicated with providers regarding patient no-shows and maintained strike records using Airtable platform
  • Analyzed trends in patient outcomes to identify areas for improvement.
  • Handled medical records request from payers

Activation Operations Associate

Alma
Peekskill, NY
01.2022 - 07.2023
  • Collaborated with team to complete provider intake forms, ensuring accurate and timely data entry.
  • Conducted primary source verifications, including educational histories, licenses, and board certifications.
  • Maintained provider information in spreadsheets and company databases, facilitating quick access for leadership.
  • Utilized Asana for effective task management and tracking project progress.
  • Updated provider Alma profiles to reflect insurance payer credentials.
  • Managed provider CAQH profiles, ensuring they contain up-to-date Alma information.
  • Leveraged Zendesk for provider communication and acted as a liaison on behalf of team members.
  • Assisted in training new team members and conducted shadow sessions to facilitate their onboarding.
  • Helped plan bi weekly and quarterly events for activation team as part of culture committee.

Medical Call Center Specialist

Open Doors Family Medical Center
Ossining, NY
05.2020 - 12.2021
  • Efficiently answered, screened, and processed a high volume of calls using a call management system and web-based communications.
  • Provided fast, friendly, and knowledgeable service to address routine inquiries and service complaints.
  • Updated patient accounts, addresses, and contact information within call management databases.
  • Maintained strong call control and promptly addressed problems to meet or exceed performance benchmarks.
  • Appropriately referred unresolved customer grievances to designated departments for further investigation.
  • Ensured patient confidentiality by following HIPAA and Open Door Family Medical Center guidelines.

Clerical Associate

Elmhurst Hospital
Queens, NY
05.2019 - 01.2020
  • Checked patients in and out for appointments, collecting co-payments and ensuring a seamless experience.
  • Managed office phone lines by checking voicemail, returning calls, and directing messages to team members.
  • Scheduled appointments efficiently, optimizing patient satisfaction, provider time, and treatment room utilization.
  • Maintained effective communication with physicians, nursing staff, technicians, and medical assistants.
  • Strictly observed HIPAA guidelines to protect patient confidentiality.
  • Sorted and distributed incoming mail to appropriate departments.
  • Scanned documents into digital format for storage purposes.

Education

Associate of Arts - Communications

Borough of Manhattan Community College of The City University of New York
New York, NY
01.2023

Skills

  • Healthcare Administration
  • Fluent in Spanish
  • Task Management (Asana)
  • Customer Service
  • Data Entry and Analysis
  • Communication (Zendesk)
  • Team Collaboration
  • Process Improvement
  • Problem Solving

Timeline

Clinical Operations Associate

Alma
07.2023 - Current

Activation Operations Associate

Alma
01.2022 - 07.2023

Medical Call Center Specialist

Open Doors Family Medical Center
05.2020 - 12.2021

Clerical Associate

Elmhurst Hospital
05.2019 - 01.2020

Associate of Arts - Communications

Borough of Manhattan Community College of The City University of New York

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Ninoska Martinez