Yessica Quinteros
Palmdale,CA
Summary
Bilingual customer service and laboratory assistant professional with over 5 years of experience in hospital and healthcare environments, Known for excellent patient interaction, professionalism, and the ability to provide compassionate, accurate support in fast-paced settings. Highly skilled in patient interaction, communication and support.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Manager
Intake Auto Repair
07.2022 - Current
- Directed daily operations to ensure timely service delivery and customer satisfaction.
- Mentored staff on automotive repair techniques and customer service best practices.
- Managed high-volume incoming calls, ensuring prompt and courteous service to all customers.
- Assisted in resolving customer inquiries and complaints, fostering positive relationships.
- Managed inventory levels, ensuring availability of parts and supplies for seamless operations.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
Laboratory Assistant/Healthcare Customer Service Representative
High Desert Medical Center
03.2020 - 07.2022
- Conducted routine lab tests to ensure accuracy and reliability of results.
- Maintained laboratory equipment, ensuring optimal functionality and compliance with safety standards.
- Assisted in preparing chemical solutions and reagents for various experiments and procedures.
- Collaborated with medical staff to facilitate sample collection and processing workflows.
- Trained new staff on laboratory protocols and safety procedures, enhancing team efficiency.
- Contacted physicians, nursing stations, or reference laboratories for resolution assistance with unusual test orders.
- Participated in lab meetings and project presentations.
Laboratory Assistant
Olive View-UCLA Medical Center, County of Los Angeles
04.2015 - 03.2020
- Managed high volumes of inbound calls while maintaining quality service standards.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Implemented strategies that improved response times and increased overall customer satisfaction.
- Routes specimen to appropriate work station or laboratory for the standard tests to be performed.
- Prepares specimens for laboratory testing by adding fixatives or preservatives utilizing a prescribed technique/instrument appropriate to the type of specimen.
- Handles customer inquiries received by telephone, fax or email regarding reporting of patient’s results, inquiries of test and services.
Laboratory Assistant
Diagnostics Laboratories
09.2008 - 05.2015
- Prepares laboratory specimens for designated departments/locations prior to laboratory analysis and testing.
- Managed front desk operations, ensuring efficient visitor check-in and appointment scheduling.
- Coordinated communication between departments, enhancing inter-office collaboration and information flow.
- Prepares all specimens received for testing in designated laboratory departments or locations such as staging of specimens, centrifuge, separate serum, and blood smears.
- Aliquots sample for departments. Prepares excess specimen samples for storage and resolves and document problem specimens.
- Processes specimens for subsequent analysis by licensed personnel by performing duties such as making primary inoculations of test material to be cultured, and smearing and staining test specimens on laboratory glass slides and/or plates.
Education
Medical Assistant Certificate -
Meric College
Van Nuys, CA01.2008
High School Diploma - Business
Downtown Magnets High School
Los Angeles, CA06-2006
Skills
- Provide customer service in both English & Spanish; resolving inquiries efficiently
- Time managment
- Excellent communication skills
- Phone and Email communication
- Maintain all Compliance and HIPAA regulations at all times Responsible for problem resolutions, and requisitions that require special handling
Accomplishments
- Maintained compliance with safety and procedural protocols, reducing errors.
- Trained new staff on customer service.
- Telephone Service - Professionally processed 30+ calls per day, providing information and service to ensure customer satisfaction.
Certification
- BASIC LIFE SUPPORT (CPR) BY AMERICAN HEART ASSOCIATION
- HOSPITAL FIRE AND LIFE SAFETY BY LOS ANGELES FIRE DEPARTMENT
- HIPAA & OSHA COMPLIANCE
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Manager
Intake Auto Repair
07.2022 - Current
Laboratory Assistant/Healthcare Customer Service Representative
High Desert Medical Center
03.2020 - 07.2022
Laboratory Assistant
Olive View-UCLA Medical Center, County of Los Angeles
04.2015 - 03.2020
Laboratory Assistant
Diagnostics Laboratories
09.2008 - 05.2015
Medical Assistant Certificate -
Meric College
High School Diploma - Business
Downtown Magnets High School