Ryan Martinez
Lincoln,CA
Summary
Experienced with leveraging data analysis to inform business decisions and optimize processes. Utilizes critical thinking to identify inefficiencies and recommend practical solutions. Track record of collaborating with cross-functional teams to achieve project goals and enhance operational performance.
Overview
12
12
years of professional experience
Work History
Teleservice Representative
Kaiser Permanente
03.2023 - Current
- Intake continuous inbound calls in Appointments & Advice Call Center.
- Screen calls to decide upon either appointment, message, or if advice nurse was appropriate resolution.
- Escalated priority calls to physicians for immediate action.
- Follow designated scripts, language, and processes for quality control.
- Participate in new project testing and quality feedback for increased customer service quality.
Cashier Receptionist/ Radiology Scheduler
Kaiser Permanente
07.2022 - 03.2023
- Provided primary customer support to internal and external customers. Confirmed patient appointments day before scheduled.
- Reviewed medical histories and current demographics to provide accurate information.
- Performed clerical duties, such as word processing, data entry, answering phones and filing.
- Liaised with patients and addressed inquiries, appointment requests and billing questions.
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment.
- Assisted customers with inquiries, providing exceptional service and support for X-Ray, MRI. CT, and Nuclear Medicine.
Lead Officer/Health Care Security
Allied Universal - Kaiser
04.2015 - 07.2022
- Assisted managing multiple projects including metal detector use, security management of new add-ons, and patrol structuring.
- Responded quickly to medical emergencies, bomb threats, fire alarms, HUGS Tags, Violent Persons and Abductions.
- Responsible for stand-by watch of 5150/1799 patients in hospital setting. Opened and closed hospital during Kaiser hours of operation.
- Supervised shifts that exceeded 15 or more officers.
- Interacted with hospital staff, law enforcement, and vendors on a daily basis. Conducted input of payroll, time sheets, and reports.
- Responsible for allocation of resources and officers within a hospital setting.
- First point of contact for visitors and staff with questions regarding the facility or procedural rules of company policy.
Support Specialist
JCPenney
08.2014 - 04.2015
- Collaborated with customer service team members to give exceptional service throughout the entire shopping and purchasing experience.
- Completed floor replenishment to guarantee size availability and promote customer satisfaction.
- Computed sales prices, total purchases and processed payments.
- Operated a cash register to process cash, check and credit card transactions.
- Responsible for price checking store merchandise with companies updated price lists daily.
Education
Bachelor of Science - Business Administration
California State University - East Bay
Hayward, CA12-2023
Associate of Arts - Business Administration
Sierra College
Rocklin, CA05-2021
Associate of Arts - Finance
Sierra College
Rocklin, CA05-2021
High School Diploma - undefined
Sheldon High School
Sacramento, CA05-2010
Skills
- MS Word
- Excel
- Powerpoint
- Outlook
- EHR Systems
- Management
- Team collaboration
- Microsoft Office Suite
- Data analysis
- Project management
Accomplishments
- Resolved product issue through consumer testing.
- Staff Training - Trained staff on basic concepts and computation.
- Supervised team of more than 15 staff members depending on member intake.
- Documented and resolved security risks which led to exceptional results for company and partners.
- Achieved reduction in customer wait times through effectively helping with scheduling and pinpointing negative face to face interactions.
Timeline
Teleservice Representative
Kaiser Permanente
03.2023 - Current
Cashier Receptionist/ Radiology Scheduler
Kaiser Permanente
07.2022 - 03.2023
Lead Officer/Health Care Security
Allied Universal - Kaiser
04.2015 - 07.2022
Support Specialist
JCPenney
08.2014 - 04.2015
Associate of Arts - Business Administration
Sierra College
Associate of Arts - Finance
Sierra College
High School Diploma - undefined
Sheldon High School
Bachelor of Science - Business Administration
California State University - East Bay