SHEILA AVILA
Homestead
Summary
Knowledgeable Facilities Manager articulate in communication and decisive in leadership. Smoothly runs preventive maintenance programs and special projects. Organized supply manager and analytical problem solver. Flexible Customer Service Representative offering 3 years of success in resolving customer concerns and inquiries. Versed in accurately documenting call details and preparing reports. Committed to providing helpful answers and relevant information to retain clients.
Overview
6
6
years of professional experience
Work History
Patient Care Coordinator
Gastromed
06.2023 - Current
- Managed sensitive patient information with strict adherence to HIPAA guidelines, maintaining confidentiality and privacy at all times.
- Provided exceptional customer service by addressing concerns, answering questions, and ensuring patient satisfaction with their care experience at the clinic.
- Assisted patients with completing necessary paperwork and forms to provide healthcare facilities with essential information to bill for services.
- Enhanced patient satisfaction by efficiently scheduling appointments and managing patient flow.
- Obtained client medical history, medication information, symptoms, and allergies.
- Performed medical records management, including filing, organizing and scanning documents.
- Called and faxed pharmacies to submit prescriptions and refills.
- Documented vital signs and health history for patients in clinic and hospital environments.
- Scheduled appointments, registered patients, and distributed sample pharmaceuticals as prescribed.
- Enhanced clinic efficiency by assisting physicians with routine procedures and diagnostic tests.
- Coordinated patient referrals to specialists or other healthcare providers as needed for comprehensive care management plans.
- Verified patient insurance coverage and collected required co-payments.
- Assisted in the development of clinic policies and procedures to ensure compliance with industry standards and regulations.
- Conducted monthly and quarterly inventory of supplies using facility cost reporting records.
- Ensured patient safety and comfort during examinations, effectively addressing concerns and answering questions.
- Taught patients about medications, procedures, and care plan instructions.
Call Center Representative
Asthma & Allergy Associates
03.2023 - 05.2023
- Monitored call queues in order to prioritize incoming calls by urgency or importance level.
- Maintained high levels of professionalism while interacting with customers via phone or email.
- Answered incoming calls and provided highest level of professionalism and knowledgeable service to every customer.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- IMS System
- Made new patients appointments
- Reschedule and schedule appointments
- Write Notes for doctors to review and call back patients
Facility Manager
Kidney Doctors Dialysis Center
03.2021 - 02.2023
- Managed and motivated a total of 45 employees to be productive and engaged in work.
- Designed and introduced to a team leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Observed all facility rules and regulations regarding patient data to promote confidentiality and integrity.
- Managed pre-certifications and verified insurance coverage.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Review Insurance Contract and advise upper management of any changes
- Answered, scheduled, and responded to reservation calls at specific times and locations for patient transportation.
- Inspected work areas for cleanliness and obstacles and removed cartons and boxes to keep work areas organized and hazard-free.
- Obtained client medical history, medication information, symptoms, and allergies.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Called and faxed pharmacies to submit prescriptions and refills.
- Collected and documented patient medical information such as blood pressure and weight.
- Taught patients about medications, procedures, and care plan instructions.
- Verified patient insurance coverage and collected required co-payments.
Sorting Associate
Amazon Warehouse
02.2020 - 12.2021
- Monitored product quality at all stages of production process.
- Followed safety protocols while handling hazardous materials.
- Assessed and sorted items into containers or designated areas according to classification, size, and condition.
- Troubleshot sorting systems and made necessary repairs to prevent downtime.
- Worked collaboratively with colleagues in fast-paced environment to meet tight deadlines for sorting.
- Followed company policies and procedures to produce consistent work results.
Customer Service Representative
VitaminShoppe Lab
05.2018 - 01.2019
- Met customer service objectives by providing superior customer service to Spanish-speaking customers.
- Developed customer service policies and procedures to meet and exceed industry service standards.
- Promptly responded to inquiries and requests from prospective customers.
- Answered constant flow of customer calls with minimal wait times.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Operated cash register to record transactions accurately and efficiently.
- Performed cash, card and check transactions to complete customer purchases.
Education
Certification - Credit Repair
Credit Consultants
07.2033
Associate of Arts - Health Administration
Miami Dade College
04.2020
High School Diploma -
American Academy High
06.2019
Skills
- Customer Service Standards
- Agility and adaptability
- Critical Thinking
- Decision-making
- Team Management
- Time Management
- HIPPA and Process Improvement
- Epic System
- Insurance Verification
- Organization
- Microsoft and Excell experience
- Medical Terminology
- Vital signs monitoring
- Clinical Documentation
- Reliable team player
- Medical Procedures
- Appointment Setting
- Patient Care Coordination
- Medical supply inventory
- Medical Office Management
- Patient-focused care
- Data Entry
Languages
Spanish
Full Professional
English
Full Professional
Timeline
Patient Care Coordinator
Gastromed
06.2023 - Current
Call Center Representative
Asthma & Allergy Associates
03.2023 - 05.2023
Facility Manager
Kidney Doctors Dialysis Center
03.2021 - 02.2023
Sorting Associate
Amazon Warehouse
02.2020 - 12.2021
Customer Service Representative
VitaminShoppe Lab
05.2018 - 01.2019
Certification - Credit Repair
Credit Consultants
Associate of Arts - Health Administration
Miami Dade College
High School Diploma -
American Academy High
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