Norma Patricia Palma
Mesa,AZ
Summary
Customer-oriented (Medical Office) successful at troubleshooting and handling customer support issues in a timely manner.
Seeking a challenging position to improve company performance and enhance my expertise. Reliable patient support worker with 3 years of experience in group home environments. Organizing medications, managing appointments, and preparing meals. Positive and upbeat with excellent relationship-building skills. Caring Group Home Assistant focused on maintaining patient safety and well-being while building useful skills in areas such as personal hygiene and housekeeping. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
Work History
Direct Support Professional
Brothers and Keepers Inc
10.2023 - 12.2024
- Maintained clean, safe, and well-organized patient environment.
- Documented progress notes thoroughly to track client achievements, concerns, or changes in behavior patterns that may need attention from the interdisciplinary team.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
- Facilitated social outings and community integration activities, promoting inclusion and positive experiences for clients.
- Monitored clients to assess and report physical and behavioral changes to supervisors.
- Addressed emergency situations calmly and effectively, prioritizing the safety of both clients and staff members involved.
- Transported clients to medical and dental appointments to provide support.
Eligibility and Enrollment Specialist
CBI Community Bridges
04.2020 - 12.2024
- Confirmed patient appointments day before scheduled.
- Verified insurance coverage.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
- Answered telephone calls to offer office information, answer questions and direct calls to staff.
- Frequently double-checked patient histories and current information while scheduling appointments.
- Scheduled patient appointments in respective doctors' calendars.
- Answered average of 90 calls, emails per day, addressing customer inquiries, solving problems..
Front Office
Skyline Medicine
10.2017 - 02.2020
- Offered every patient professional and prompt service, completing check-ins and check out, verifying paperwork and coordinating smooth hand-offs to nursing staff.
- Completed up to 30 referral requests each day for medical provider.
- Answered phone calls and messages for physician, scheduling appointments and handling patient inquiries.
- Received and processed medical records requests.
- Corrected any data entry error to prevent later issues such as duplication..
- Obtained scanned records and uploaded into database..
- Entered client information into databases quickly and with minimal errors.
Customer Service Representative/Scheduling Coordinator
East Valley Family Medical
02.2015 - 10.2017
- Answer a high volume of calls to assist patients with their needs. Schedule appointments. Send for prescriptions, give lab/imaging results, confirmed appointments, keeping on top of providers schedule to ensure efficiency. Faxing appropriate documents to other doctors' offices. Accurately documented, researched and resolved patient issues.
Education
High School Diploma -
Marcos De Niza High School
Tempe, AZSkills
- Bilingual English-Spanish
- Business Operations Understanding
- Administrative Support
- Insurance Knowledge
- EMR (Clinical works/EHR
- Problem-Solving
- Excellent customer service experience
- Multitasking and Prioritization
- Friendly and Relatable
- First aid and CPR
Timeline
Direct Support Professional
Brothers and Keepers Inc
10.2023 - 12.2024
Eligibility and Enrollment Specialist
CBI Community Bridges
04.2020 - 12.2024
Front Office
Skyline Medicine
10.2017 - 02.2020
Customer Service Representative/Scheduling Coordinator
East Valley Family Medical
02.2015 - 10.2017
High School Diploma -
Marcos De Niza High School
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