Paola Jaquez
Summary
- Dedicated highly organized professional with extensive experience as a Administrative customer service & medical assistant and providing quality. Proven ability to efficiently manage administrative tasks and address clients concerns with empathy and professionalism, ensuring a positive experience maintaining client confidentiality, and providing exceptional support to clients.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer service representative
Modivcare
07.2023 - Current
- Work diligently to resolve member concerns while ensuring requests are processed in an accurate and timely manner
- CSRs are given a structured protocol and scripts to document conversations in order to ensure consistency of scheduling, modifying, and canceling customer reservations
- Speak with members on a daily basis and answer their transportation questions, all while helping support them in their journey towards positive health outcomes
- Receives and documents customer concerns while ensuring all relevant information is correct
- Adheres to and ensures all company policies and procedures
- Ensures accurate trip data input
- Demonstrates personal commitment to producing high quality work
- Refers unresolved customer grievances to designated department for further investigation and resolution
Digital Care Services Specialist
Louis Vuitton
04.2022 - 06.2023
- Perform accurate and complete product assessments related to repairs and quality in order to create a repair or provide care information to clients
- Assess all incoming repairs to assess the condition of the item against the store documents and determine if the product is repairable
- Use the JD Edwards system to access technical data in order to process the repair when repair instructions are not provided
- Consistently meet all assigned goals in the areas of email and phone quality, and productivity
- Handle a range of calls including (but not limited to): Payment collection, Quotation, Customer service issues, etc
- Troubleshoot, analyze, and research all issues or problems with related repairs, sometimes requiring research to be conducted on the production floor
- Communicate with Product Assessment, Logistics and Client Services team to report feedback on received shipments and to ensure that performance results and/or issues are properly relayed to the clients
- Handle customer complaints in a timely manner with fairness and courtesy while maintaining client centric mindset
- Stay up to date on all product, company, and departmental information/initiatives
- Maintain effective utilization of all required systems
- Document all calls and email correspondence in order to track types of customer inquiries, advertising/editorial feedback, customer complaints utilizing a CRM software (Expectation=100% of calls to be logged)
- Participate in departmental trainings and initiatives, participate in improvement projects within the company, make recommendations to improve processes and perform other duties as assigned to meet business objectives and goal
Customer Service Representative
09.2021 - 04.2022
- Effectively manage assigned cases
- Answer incoming calls and make outbound calls if any document is needed
- Tracking and monitoring illegal transactions on customers' accounts, reporting any suspicious account movements and unusual transactions that may be risky to unemployment
- Compiles appeals and approve appeal requests for team related to technical payment denials Demonstrates the ability to act as request approve for team members to ensure accurate actions are taken for account resolution
- Ensure all accounts are worked within client standards and Federal Regulations
- Maintain clear, concise, and accurate documentation of all attempts and/or contacts made and received for accounts in accordance with company and client specifications
- Attend training sessions as directed by management Integrate information obtained through training sessions and policy changes immediately into daily routine
- Temporary Work-from-Home Bi-lingual (English/Spanish) for unemployment
Customer Service Representative/Call Center Remote
TMP Direct
05.2020 - 04.2021
- Answer incoming call in English or Spanish for Magnificat (Catholic magazine) Crayola, Valley protein (Oil pike up from restaurants)
- Helping customers place orders online
- Consumers contact us on the phone, via email, text and chat
- Taking credit card payments for orders placed
- Resending orders not received
- Our Customer Care Representatives are professionals who assist our clients' customers with their inquiries and complaints
- Receive and record comments and complaints, resolving such complaints to the extent authorized
- Provides timely and effective customer service to prospective external clients/customers in accordance with departmental and Agency standards
- Temp during covid
Care coordinator/Member services (remote)
Visiting nurse service of New York
11.2018 - 07.2019
- Resolve complex member related issues by front line customer service staff across all VNSNY CHOICE health plans (MLTC and Medicare Advantage)
- Place orders of supplies and medical equipment also confirmed orders, request and nurse assessment visits
- Provides reporting, analysis and support to the Supervisor, Call Center Operations by analyzing and summarizing data as needed
- Screens incoming telephone calls to determine customer needs and to facilitate timely and appropriate services
- Provides timely and effective customer service to prospective external clients/customers in accordance with departmental and Agency standards
- Determines customer needs and responds in a manner to ensure customer satisfaction
- Works under general direction
Medical Assistant
Medical Office of Venkataraman P. Chandar, Gastroenterologist MD
03.2018 - 10.2018
- Assist the doctor with minor procedures
- Escort the patient to the examination room and take vital signs
- Perform phlebotomy and give vaccines
- Prepare and ensure patient health records were prepared and available for patient appointment, noting patient response of before and after procedure from initial preparation to recovery
- Answer phone calls, schedule appointments, rearrange any breaks vacation or meetings and make reminder calls for appointments
- Handle medical record requests, check faxes and make copies and scan records
- Stock the rooms, order supplies and equipment necessary for each schedule procedure
Medical Assistant / Administrative Secretary, Surgery
Dept. of Breast & Ovarian Cancer. Mount Sinai Hospital (Pride Health)
09.2016 - 03.2017
- Check in and arrive patients, insurance verification as well as collect co-payments when covering front desk duties, Answer phones, schedule appointments, make copies and check faxes a couple times a day
- Escort patients into exam rooms and prep them for exams with the doctor
- Clean up exam rooms and restock supplies
- Withdraw blood or collect sputum samples for genetic testing
- Send out FNA, Biopsy and Cultures to Pathology Lab and follow up on results
- Bring abnormal results to the physician assistant and/or doctor's attention
- Write and send out requisitions for Breast Imaging
- Sent out requested medical records that were requested by patient, physicians, etc
Medical Assistant/Externship
ASA Student
02.2015 - 05.2016
- Perform phlebotomy of patients for lab tests centrifuge blood prep specimens for pick up
- Update and filing patient's medical records in bio reference and clinician
- Perform EKG on patients when needed
- Intake the patients by taking their vital signs, heights and weight
Education
Associate of Occupational Studies Degree - Medical Assisting
ASA College
New York, NY05.2016
Skills
- Bilingual: English/Spanish
- Proficient experience in the following software systems; EMR (Electronic Medical Record) systems, ECW (EClinical Works), Centricity IDX & EAGL (Patient Billing), Epaces (Insurance Verification), Guiding care (Patient information), Parachute (clinical supplies ordering), TMG (Patient request database), Medisoft and Medical Office Administration (Patient medical records)
- Practical experience and compliance of Clinical Office Procedures: Appointment scheduling such as vital signs, positioning and draping, assisting in minor office surgery, administration of medications, patient examinations, aseptic & asepsis techniques, specimen collections (Finger Puncture, Phlebotomy, Urinalysis), allergy & peak flow testing, dressing wounds, recording health history
- Applied experience in: EKG, CPR, visual activity examination, First-Aid
- MS Office: Word, Excel, and PowerPoint, Outlook, Adobe reader/editor
- Great interpersonal & communication skills, team player, self-sufficient, organized, problem solver & outstanding customer care experience
Certification
- American Red Cross
- HIPPA
- BLS, PALS
- Nurse assistant
Languages
Spanish
Native or Bilingual
Timeline
Customer service representative
Modivcare
07.2023 - Current
Digital Care Services Specialist
Louis Vuitton
04.2022 - 06.2023
Customer Service Representative
09.2021 - 04.2022
Customer Service Representative/Call Center Remote
TMP Direct
05.2020 - 04.2021
Care coordinator/Member services (remote)
Visiting nurse service of New York
11.2018 - 07.2019
Medical Assistant
Medical Office of Venkataraman P. Chandar, Gastroenterologist MD
03.2018 - 10.2018
Medical Assistant / Administrative Secretary, Surgery
Dept. of Breast & Ovarian Cancer. Mount Sinai Hospital (Pride Health)
09.2016 - 03.2017
Medical Assistant/Externship
ASA Student
02.2015 - 05.2016
Associate of Occupational Studies Degree - Medical Assisting
ASA College
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