Serena Soto
Sebastian,USA
Summary
Detail oriented healthcare professional with experience in medical records management, patient coordination, and administrative support within a fast paced clinical environment. Skilled in handling patient information, verifying insurance, and ensuring accurate documentation while maintaining strict HIPAA compliance. Proven ability to communicate effectively with providers, patients, and healthcare teams to support efficient patient flow and quality care. Seeking a Patient Access or Emergency Department role where I can contribute to a positive patient experience and operational excellence.
Overview
2027
2027
years of professional experience
Work History
Admin 2 administrative 2
State Of Arizona Department Of Agriculture
Arizona, USA
12.2023 - Current
- Managed customer inquiries and complaints, resolving issues promptly to maintain service quality and satisfaction.
- Assigned and tracked tickets for the Opportunity Livestock Officer division to support timely case coordination.
- Processed and reconciled ASD veterinary payments, ensuring accurate entry for auctions, inspections, wires, and stray deposits.
- Recorded and reconciled self-inspection deposits to maintain accurate financial records.
- Processed beef council and self-inspection payments to ensure correct fund allocation.
- Reconciled all deposits in RevTrak to maintain precise financial transaction records.
- Resolved escalated veterinary permit questions for statewide divisions, ensuring compliance and clear permit guidance.
- Operated multiple phone lines in a high-volume environment to maintain efficient customer support.
- Collaborated with the budget manager to verify financial documentation and support budget accuracy.
- Reviewed and approved or rejected CVI certificates from in-state and out-of-state veterinarians to ensure regulatory compliance.
- Coordinated with accounting, budget, and executive leadership to support administrative processes and decision-making.
Customer Service Specialist
Athena Medical Group Llc
Phoenix, AZ
02.2025 - 04.2026
- Provided support in resolving customer issues through effective communication and problem-solving techniques.
- Maintained accurate records of patient interactions to ensure compliance with healthcare regulations.
- Collaborated with medical staff to streamline workflow processes and improve patient experience.
- Prepared patient quality reports daily, ensuring accurate documentation and measurable reporting improvements .
- Verified and updated home health contact details, maintaining current records and reducing outreach errors.
- Responded to record request from providers, vendors, and internal teams in a timely manner
- Managed and maintained accurate patient medical records in compliance with HIPAA regulations.
Customer Support Specialist
Derm Now
Phoenix, AZ
2024 - 02.2025
- Provided exceptional customer support through effective communication and problem-solving skills.
- Assisted customers in navigating product inquiries and order processes efficiently.
- Resolved issues promptly, ensuring high levels of customer satisfaction and loyalty.
- Collaborated with team members to enhance service delivery and streamline workflows.
- Maintained accurate records of customer interactions using CRM systems.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
Sr. Plasma Center Technician/ Phlebotomist
Biolife Plasma Services
USA
08.2022 - 12.2023
- Performed phlebotomy, finger stick pokes, vitals and blood samples for donors to ensure donors hematocrits and total proteins are in range.
- Utilized sterilized technique to draw samples and uses heat sealers grow within the team.
Call Center Rep
Ford Motor Company
USA
11.2018 - 01.2022
- Documented route of specimens from collections to laboratory analysis and diagnosis.
- Training new team members to ensure they follow guidelines as they continue to
- Draw on excellent communication skills and demonstrating the ability to anticipate the needs of the callers, build rapport with each customer, asking probing questions
- Use superior decision making while working through complex escalated complaints
- Partner with various internal and external departments to help resolve escalated complaints in a timely manner.
Education
Associate of Science -
American Red Cross
Phoenix, AZMedical Billing And Coding -
Carrington College
Phoenix, AZAssociates of Health Studies -
Carrington Collage
Phoenix, AZCertified Nurses Assistant -
Oneida Health CNA Traning Center
Oneida, NYCertified Phlebotomist -
Treasure Coast Technical College
Vero Beach, FLStandard First Aid Certified -
American Red Cross
Phoenix, AZSkills
- Friendly, positive attitude
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Flexible and adaptable
- Multitasking
- Critical thinking
- Computer skills
- Organizational skills
- Problem resolution
- Active listening
- Calm under pressure
- Organization and time management
- Excellent communication
- Dependable and responsible
Timeline
Customer Service Specialist
Athena Medical Group Llc
02.2025 - 04.2026
Admin 2 administrative 2
State Of Arizona Department Of Agriculture
12.2023 - Current
Sr. Plasma Center Technician/ Phlebotomist
Biolife Plasma Services
08.2022 - 12.2023
Call Center Rep
Ford Motor Company
11.2018 - 01.2022
Customer Support Specialist
Derm Now
2024 - 02.2025
Associate of Science -
American Red Cross
Medical Billing And Coding -
Carrington College
Associates of Health Studies -
Carrington Collage
Certified Nurses Assistant -
Oneida Health CNA Traning Center
Certified Phlebotomist -
Treasure Coast Technical College
Standard First Aid Certified -
American Red Cross