Estefania Martinez
West Chicago,IL
Summary
Patient-focused healthcare professional and Surgical Technology graduate with experience in operating room procedures, patient education, customer engagement, and healthcare operations. Proven ability to build meaningful relationships, manage high-volume communications, and deliver exceptional customer experiences in fast-paced healthcare environments. Recognized for professionalism, attention to detail, and the ability to create a welcoming and reassuring experience for every patient. Educated patients in person on procedure expectations, preparation, and recovery instructions while answering questions and helping reduce anxiety prior to treatment.
Overview
7
7
years of professional experience
Work History
Cardiac Telemetry Technician
University of Chicago Medicine
Chicago, Illinois
01.2025 - Current
- Monitor cardiac rhythms while communicating urgent findings to nurses and physicians in a fast-paced hospital environment.
- Prioritize multiple responsibilities while maintaining exceptional accuracy and attention to detail.
- Maintain confidential patient records while adhering to HIPAA standards.
- Collaborate with multidisciplinary healthcare teams to provide outstanding patient care.
- Demonstrate professionalism and composure during high-pressure situations.
Customer Engagement Representative Team Lead
Medulla
Oak Brook, Illinois
07.2023 - 12.2024
- Promoted to Team Lead in recognition of consistently exceeding scheduling, sales, and performance goals.
- Led, coached, and monitored the daily performance of a team of 15 Customer Engagement Representatives to ensure department KPIs and quality standards were achieved.
- Conducted interviews for prospective employees and partnered with hiring managers in candidate selection and onboarding.
- Designed and implemented a comprehensive training handbook and structured onboarding curriculum to standardize training and improve new hire success.
- Facilitated two-week training classes for newly hired employees on scheduling systems, communication skills, customer service, and company policies.
- Managed 200+ inbound and outbound patient calls daily, responding to inquiries, scheduling appointments, confirming visits, and providing exceptional customer service.
- Educated prospective patients on chiropractic care, treatment expectations, appointment procedures, and payment policies, helping them make informed decisions and confidently schedule consultations.
- Consistently achieved monthly scheduling and sales metrics, earning performance-based bonuses for exceeding established goals.
- Utilized Salesforce, CRM platforms, KPI dashboards, and scheduling software to monitor team performance and optimize workflow efficiency.
- Collaborated with leadership and marketing teams to implement new scheduling strategies and customer engagement initiatives.
- Conducted market research surveys to assess customer satisfaction levels.
- Kept up with social media channels for engaging with customers.
- Provided training support for new Customer Engagement Representatives.
GI Endoscopic Medical Assistant
Duly
Hoffman Estates, Illinois
10.2020 - 12.2024
- • Assist surgeon during each procedure by participating in common procedures including balloon/savary dilations, polypectomies, surgical cautery pads, and electro-cautery techniques as needed • Assisted in the surgical placement of the BRAVO capsule and educated patients preoperatively on maintaining a food diary and understanding capsule monitoring device process • Circulated procedure rooms and documented physician observations, specimen handling, and charted diagnostic findings in EPIC to maintain patient records • Assisted anesthesiologist by placing blood pressure cuffs, proper electrode placement, and monitoring cardiac rhythms and oximeter levels to support patient stability • Daily sterilization of surgical instruments and prepare surgical instruments before each case according to sterile processing regulations to assure quality control • This job requires working well under pressure, keeping up with a fast-paced environment, and having positive coping skills. It also requires being calm and making effective decisions during emergency situations, incorporating positive interpersonal skills, providing a positive environment for the surgical team and most importantly the patients
Customer Engagement Representative
Medulla
Oak Brook, IL
11.2021 - 07.2023
- Scheduled new patient consultations and follow-up appointments for multiple chiropractic clinics using Salesforce and Platinum scheduling software.
- Explained chiropractic services, treatment expectations, appointment procedures, and financial policies to prospective patients, helping them make informed decisions and feel comfortable scheduling care.
- Managed a high volume of inbound calls, outbound follow-up calls, text messages, and patient inquiries while providing exceptional customer service.
- Consistently achieved monthly scheduling and performance goals while maintaining a high level of patient satisfaction.
- Maintained accurate patient records and appointment documentation across multiple software platforms.
- Quickly adapted to new scheduling software, workflows, and clinic operations while supporting multiple brands and provider schedules simultaneously.
Telemetry Monitor Technician
Northwestern Medicine Central DuPage Hospital
Winfield, IL
09.2019 - 10.2020
- Monitored up to 48 patients continuously for cardiac surveillance per technician. • Interpret and document EKG rhythms on the Daily Log Sheet. • Ensure effective EKG tracing is of good quality. Worked closely with physicians and nurses to provide quality arrhythmia interpretation. • Notify the patient care technician of low battery notification to ensure continuous monitoring. • Managed alarms according to the alarm management protocol. Notify the caregiver of rhythm changes. Maintained alarm configuration in collaboration with the bedside nurse and per unit policy. • Rhythms would be documented on the patient’s daily telemetry report sheet every two hours. Notified cardiologist any life-threatening situations or the Rapid Response team. • Admitted COVID patients and discharged patients into the cardiac monitoring system/quarantine unit per physician’s order. • Monitored COVID patients and any pulse ox changes in quarantine unit. • Helped train new staff and nurses with cardiac rhythm interpretation.
Education
Associate of Applied Science - Surgical Technology
Colege Of DuPage
Glen Ellyn05-2025
Skills
- Customer Service
- Appointment Scheduling
- Patient Education
- Phone Sales
- Team Leadership
- Conflict Resolution
- Medical terminology proficiency
- Surgical Asepsis & Sterile Technique
- Multitasking
- Professional Communication
- Attention to Detail
- Healthcare Operations
- HIPAA Compliance
- CRM & EMR Software (Salesforce, Epic)
- Microsoft Office
- Bilingual (English & Spanish)
Timeline
Cardiac Telemetry Technician
University of Chicago Medicine
01.2025 - Current
Customer Engagement Representative Team Lead
Medulla
07.2023 - 12.2024
Customer Engagement Representative
Medulla
11.2021 - 07.2023
GI Endoscopic Medical Assistant
Duly
10.2020 - 12.2024
Telemetry Monitor Technician
Northwestern Medicine Central DuPage Hospital
09.2019 - 10.2020
Associate of Applied Science - Surgical Technology
Colege Of DuPage