Olga Gasca Mendoza
Stewartville,MN
Summary
Highly motivated and committed Medical Assistant with proven history of superior performance at individual, team and organizational levels. Multitasks and prioritizes workloads with little or no supervision. Detail-oriented professional looking to bring medical background and team-building skills to deadline-driven environment.
Overview
9
9
years of professional experience
Work History
Medical Assistant
Community Health Service Inc.
01.2023 - Current
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Obtained client medical history, medication information, symptoms, and allergies.
- Performed medical records management, including filing, organizing and scanning documents.
- Collected and documented patient medical information such as blood pressure and weight.
- Documented vital signs and health history for patients in clinic and hospital environments.
- Assisted with routine checks and diagnostic testing by collecting and processing specimens.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Completed clinical procedures and gathered patient data for interpretation by physician.
- Taught patients about medications, procedures, and care plan instructions.
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment.
- Obtained and documented patient medical history, vital signs and current complaints at intake.
- Completed EKGs and other tests based on patient presentation in office.
- Prepared lab specimens for diagnostic evaluation.
- Explained procedures to patients to reduce anxieties and increase patient cooperation.
- Measured patient pulse oximetry.
- Collected pertinent data and calculations to aid physician in interpreting results.
- Measured patient spirometry.
Patient Relations Coordinator
Community Health Service Inc.
07.2021 - 01.2023
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Managed office operations while scheduling appointments for department managers.
- Reported to senior management on organizational performance and progress toward goals.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Answered incoming calls, scheduled appointments and filed medical records.
- Provided excellent customer service to patients and medical staff.
- Greeted and assisted patients with check-in procedures.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Facilitated communication between patients and various departments and staff.
- Followed document protocols to safeguard confidentiality of patient records.
- Trained new staff on filing, phone etiquette and other office duties.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Responded to inquiries by directing calls to appropriate personnel.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Engaged with patients to provide critical information.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Delivered support to medical staff in completion of patient paperwork.
- Organized patient records and database to facilitate information storage and retrieval.
Office Manager
Community Health Service Inc.
02.2016 - 07.2021
- Maintained computer and physical filing systems.
- Created, maintained and updated filing systems for paper and electronic documents.
- Updated reports, managed accounts, and generated reports for company database.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Managed office operations while scheduling appointments for department managers.
- Reported to senior management on organizational performance and progress toward goals.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Established team priorities, maintained schedules and monitored performance.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Bilingual Customer Service Representative
Community Health Service Inc.
10.2014 - 02.2016
- Gained customer trust by providing knowledgeable and accurate information in both English and Spanish.
- Assisted customers with Spanish-language inquiries in a timely and professional manner.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Provided language translation services for customer service inquiries.
- Communicated with management when customer issues escalated and worked to find resolutions.
- Utilized Spanish proficiency to build relationships with Spanish-speaking customers.
- Identified and responded to customer requests and concerns through email, online chat, and phone for both English and Spanish-speaking customers.
- Met customer service objectives by providing superior customer service to Spanish-speaking customers.
- Met all call quality standards and daily quotas for first-call resolution.
- Maintained and managed customer files and databases.
- Translated documents, forms and other materials from English to Spanish.
- Developed a deep understanding of customer service principles and customer service best practices.
- Helped improve customer satisfaction by translating customer paperwork and company documentation.
- Developed training materials for Spanish-speaking customer service representatives.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Met customer call guidelines for service levels, handle time and productivity.
- Maintained up-to-date knowledge of product and service changes.
- Educated customers about billing, payment processing and support policies and procedures.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Responded proactively and positively to rapid change.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Delivered prompt service to prioritize customer needs.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Cross-trained and provided backup support for organizational leadership.
- Sought ways to improve processes and services provided.
- Promptly responded to inquiries and requests from prospective customers.
- Trained new personnel regarding company operations, policies and services.
- Developed and updated databases to handle customer data.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Managed timely and effective replacement of damaged or missing products.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
- Met customer service objectives by providing superior customer service to Spanish -speaking customers.
- Responded to customer calls and emails to answer questions about products and services.
Education
No Degree - Medical Assisting
Minnesota Association of Community Health Centers
Minneapolis, MN12.2023
No Degree - CPR Certification
Community Health Service
Rochester, MN04.2023
No Degree - Spanish-English Interpreter Certification
Intercultural Mutual Assistance Association
07.2017
High School Diploma -
Mayo High School
Rochester, MN06.2005
Skills
- Phlebotomy
- Patient-Focused Care
- Inventory Management
- Indirect Patient Care
- HIPAA Compliance
- Patient Flow Management
- Data Entry
- Medical Terminology
- Procedure Assistance
- Medical Terminology Knowledge
- Simple Dressings
- Diagnostic Procedures
- Dementia and Alzheimer's Knowledge
- CPR
- Patient Assessments
- Trustworthy Companion
- Laboratory Maintenance
- Chemical Solution Preparation
- Patient Management
- Adaptable
- First Aid
- Professional Bedside Manner
- Needs Assessments
- Lab Equipment Calibration
- Vital Sign Monitoring
- Conversant in Spanish & English
- Specimens Collection and Processing
- Compassionate
- Reliable Team Player
- Customer Service
- Equipment Sterilization
- Compassionate Caregiver
- OB/GYN Procedures
- Direct Patient Care
- Medical Procedures
- Emergency Procedures Understanding
- Sterile Technique
- Electronic Medical Records
- Monitoring Patient Progress
- EMR / EHR
- Electronic Health Records
- Fluent in English & Spanish
- Medical Terminology in English
- Patient Relations
- Valid Minnesota Driver's License
- Reliable Transportation
Languages
Spanish
Native or Bilingual
Timeline
Medical Assistant
Community Health Service Inc.
01.2023 - Current
Patient Relations Coordinator
Community Health Service Inc.
07.2021 - 01.2023
Office Manager
Community Health Service Inc.
02.2016 - 07.2021
Bilingual Customer Service Representative
Community Health Service Inc.
10.2014 - 02.2016
No Degree - Medical Assisting
Minnesota Association of Community Health Centers
No Degree - CPR Certification
Community Health Service
No Degree - Spanish-English Interpreter Certification
Intercultural Mutual Assistance Association
High School Diploma -
Mayo High School
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