Samantha Melendez
The Bronx,NY
Summary
Detail-oriented Healthcare Administrator with a strong background in enhancing service delivery and patient satisfaction. Skilled in call management and patient care coordination, supporting organizational objectives effectively. Thrives in fast-paced environments, adapting to changing demands while maintaining high work quality. Committed to contributing to team success and achieving organizational goals.
Overview
1
1
Certification
11
11
years of professional experience
Work History
Call Center Representative
Columbia Doctors
Hawthorne, New York
08.2025 - 07.2026
- Provided accurate information about services and procedures to callers.
- Resolved patient inquiries and issues promptly, enhancing overall customer satisfaction.
- Resolved customer complaints in a timely manner to ensure customer satisfaction.
- Conducted follow-up calls to confirm resolution of customer inquiries, reinforcing commitment to service excellence.
- Documented call interactions in customer management system, ensuring accurate records for future reference.
- Updated customer accounts, addresses and contact information within call management databases.
- Navigated through computer systems to review information and respond appropriately to callers.
- Maintained confidentiality of patient information according to regulations.
- Assisted patients with appointment scheduling and confirmations.
Unit Clerk
Andrus On Hudson Nursing And Rehabilitation Center
Hastings, New York
08.2015 - 05.2025
- Oversaw patient records and guaranteed precise documentation compliance.
- Coordinated communication between nursing staff and patients' families.
- Scheduled patient appointments and maintained organized calendar systems.
- Assisted with admissions and discharges, ensuring smooth transitions for residents.
- Trained new clerks on procedures and best practices in the unit.
- Provided administrative support to nursing staff during daily operations.
- Answered telephone calls, responded to requests for information and routed callers to correct personnel or departments.
- Maintained confidentiality of all patient information.
- Prepared charts for outpatient and inpatient services.
- Recorded patient data in permanent records while maintaining HIPAA compliance and internal standards to protect individual medical information.
- Performed data entry into an electronic health record system.
- Acted as liaison between patients and family members and healthcare providers.
- Coordinated with outside vendors such as laboratories or pharmacies to ensure timely processing of orders.
- Compiled daily reports from various departments within the hospital.
- Facilitated communication between medical staff, patients, and families, improving service delivery.
- Supported the implementation of new healthcare technologies and systems.
- Assisted in the preparation of patient care plans in collaboration with nursing staff.
- Conducted patient satisfaction surveys and reported findings to management for service improvement.
- Compiled and prepared reports for departmental meetings, contributing to operational improvements.
- Managed front office customer service, appointment management, billing and administration tasks to streamline workflow.
- Arranged hospital admissions for patients.
- Ordered and maintained supply inventory for medical office.
- Compiled and coded patient information or data in appropriate computer system.
- Interviewed patients to complete case histories and intake forms.
- Collaborated with medical scientists to prepare reports, articles or conference presentations.
Education
High School Diploma -
Newtown High School
Queens, NY06-1997
Skills
- Customer relationship management
- Complaint resolution
- Appointment scheduling
- Inbound call management
- Call logging
- Data entry
- Billing management
- Patient confidentiality
- Problem solving
- Attention to detail
- Time management
- Bilingual communication
- Verbal and written communication
Certification
- PCA
Timeline
Call Center Representative
Columbia Doctors
08.2025 - 07.2026
Unit Clerk
Andrus On Hudson Nursing And Rehabilitation Center
08.2015 - 05.2025
High School Diploma -
Newtown High School