Yesenia Llanes Abdala
Miami,FL
Summary
Accomplished professional with a strong background in Pediatric Gastroenterology Associates, focusing on care coordination and customer service excellence. Proven track record of boosting patient satisfaction through strategic communication and adept problem-solving. Expertise in EHR systems and conflict resolution, facilitating smooth operations in dynamic settings. Bilingual in English and Spanish, providing comprehensive support to a wide range of patients.
Overview
10
10
years of professional experience
Work History
Remote Customer Service Representative
CALLOGIX INC
Manchester, New Hampshire
08.2025 - Current
- Assisted customers with inquiries and resolved issues promptly.
- Maintained accurate records of customer interactions and transactions.
- Handled customer complaints with empathy and professionalism.
- Followed up with customers to ensure resolution of issues and concerns.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
Care Coordinator
Pediatric Gastroenterology Associates
08.2019 - 01.2025
- Coordinate all aspects of patient care, including scheduling follow-ups, surgical procedures, to post-operative care.
- Ensure a smooth and efficient flow of information between patients, physicians, and specialists to enhance patient outcomes and satisfaction.
- Communicate with insurance companies to verify coverage, obtain prior authorizations.
- Provide patients and families with educational resources and guidance on medical procedures and post-care instructions.
- Handle patient inquiries regarding treatments, appointments, and medication management, including refills of prescription medications.
- Educate patients on treatment plans, medications, and preventive care
Medical Assistant
Pediatric Gastroenterology Associates
06.2017 - 08.2019
- Ensured the timely and accurate entry of patient information into the electronic health record (EHR) system.
- Provided general administrative support to the clinic team, including managing patient flow, answering phones, and handling patient inquiries.
- Handled patient intake, medical records, and follow-up care scheduling.
- Taking patient histories, measuring vital signs, and assisting with examinations.
- Handle administrative tasks like scheduling appointments, maintaining medical records, and managing inventory.
- Help physicians during examinations, preparing patients, and providing necessary instruments.
Front Desk
Pediatric Gastroenterology Associates
04.2016 - 06.2017
- Verify patient information and insurance details to ensure a smooth check-in process.
- Provide administrative support, including filing patient records, preparing documents, and assisting with general office duties.
- Ensure patient confidentiality and HIPAA compliance in all interactions.
- Handle patient complaints or concerns with empathy, seeking effective resolutions and maintaining a positive clinic environment.
- Maintain a clean, organized, and welcoming front desk area for patients.
Phone Operator
Pediatric Gastroenterology Associates
11.2015 - 04.2016
- Answer and direct high volumes of incoming calls, providing timely responses to patient inquiries and appointment requests.
- Relay patient messages to the appropriate medical staff, ensuring clear and efficient communication between patients and healthcare providers.
- Keeping accurate records of calls, including dates, times, and details of the call.
Education
Medical Assistant -
Florida Career College
Miami, FL01.2014
High School Diploma -
Miami Killian Senior High School
Miami, FL06.2013
Skills
Customer service and support
- EHR systems management
- Appointment coordination
- Problem solving and analysis
- Data entry and management
- Time management skills
- Active listening abilities
- Multitasking and organization
- Effective communication skills
- Insurance verification and authorization
- Care coordination strategies
- Medical terminology expertise
- Patient education techniques
- Conflict resolution skills
- Adaptability to change
- Attention to detail
- Team collaboration skills
- Critical thinking abilities
- Bilingual communication (English and Spanish)
Languages
English
Professional
Spanish
Professional
References
References available upon request.
Timeline
Remote Customer Service Representative
CALLOGIX INC
08.2025 - Current
Care Coordinator
Pediatric Gastroenterology Associates
08.2019 - 01.2025
Medical Assistant
Pediatric Gastroenterology Associates
06.2017 - 08.2019
Front Desk
Pediatric Gastroenterology Associates
04.2016 - 06.2017
Phone Operator
Pediatric Gastroenterology Associates
11.2015 - 04.2016
Medical Assistant -
Florida Career College
High School Diploma -
Miami Killian Senior High School