Esther Martinez
Lowell
Summary
Costumer Services Orientation Dedicated to offer exceptional assistance to team members and clients. Manage overall operations and is responsible for the effective and successful management of labor, productivity, quality control, and safety measures as established and set for the Operations Department.
Overview
10
10
years of professional experience
Work History
Remote Patient Service Representative
Atrius Health
01.2022 - Current
- Proficient in the use of various computer software and applications
- Epic, Microsoft Word, Excel
- Answer telephones, and direct calls to appropriate staff
- Streamlined appointment scheduling for increased patient convenience and reduced wait times.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Managed patient registration process, confirming data accuracy and completeness.
- Collaborated with clinical staff to coordinate care plans, resulting in improved patient outcomes.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Actively participated in team meetings focused on improving workflows and enhancing overall practice performance.
- Coordinated referrals efficiently between primary care providers and specialists, ensuring a seamless patient experience.
Medical Secretary/Receptionist Administrator
Atrius Health
10.2019 - 07.2022
- Answered multiple phone lines, faxed reports, and sent emails
- Inspected apt allocation of deductibles, co-pays, co-insurance and reimbursements
- Resolved issues involving customer complaints and claim adjudications
- Increased overall productivity by efficiently managing schedules and appointments for multiple executives.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Answer telephones, and direct calls to appropriate staff
- Receive and route messages and documents such as laboratory results to appropriate staff
Medical Secretary/Receptionist
Mount Auburn Hospital
08.2017 - 01.2019
- Handle cash, credit card and check transactions
- Provided exceptional customer service, leading to positive online reviews and repeat business from satisfied guests.
- Trained new employees on front desk operations, ensuring they were well-prepared for their roles and responsibilities.
- Resolved guest issues with rooms or reservations with knowledgeable and friendly service.
- Empowered front desk staff by promoting a supportive work environment and recognizing individual achievements, resulting in increased morale and productivity.
- Communicated regularly with management on front desk performance, identifying areas for improvement or growth opportunities.
- Collected room deposits, fees, and payments.
- Implemented an organized filing system for important documents, streamlining record-keeping practices at the front desk.
- Resolved guest complaints with tact and diplomacy, maintaining a positive image for the hotel brand.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
Crew Member
Au Bon Pain
09.2014 - 08.2017
- Provided excellent customer service by greeting customers and meeting quality expectations.
- Worked well with teammates and accepted coaching from management team.
- Promoted a positive work environment through effective communication and teamwork among staff members.
- Improved customer satisfaction by providing friendly and efficient service at the register.
- Assisted other team members to achieve goals.
- Provided exceptional customer service, addressing concerns or issues promptly and professionally.
- Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.
- Exceeded performance expectations consistently, receiving recognition from supervisors for dedication to job responsibilities.
- Assisted in reducing wait times by efficiently managing customer queues during peak hours.
- Addressed guest needs, questions, or concerns to create optimum experience onboard.
Education
Bachelor - Business Management
Bay State College
Boston, MA05-2019
Skills
- Problem-solving
- Team collaboration
- Multitasking and organization
- Phone and email etiquette
- Records maintenance
- Registration management
- Insurance billing
- Insurance company billing
Languages
English
Native or Bilingual
Spanish
Papiamento
Portuguese
Timeline
Remote Patient Service Representative
Atrius Health
01.2022 - Current
Medical Secretary/Receptionist Administrator
Atrius Health
10.2019 - 07.2022
Medical Secretary/Receptionist
Mount Auburn Hospital
08.2017 - 01.2019
Crew Member
Au Bon Pain
09.2014 - 08.2017
Bachelor - Business Management
Bay State College
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