Grace Matos
Derby,WA
Summary
Dedicated customer service professional skilled in multitasking and time management, consistently delivering positive and memorable experiences for clients. Proven ability to handle high-pressure situations while maintaining a focus on customer satisfaction. Adept in leveraging communication and problem-solving skills to enhance service delivery and foster client loyalty.
Overview
4
4
years of professional experience
Work History
Family Support Worker
Derby Aboriginal Health Service
Derby, WA
10.2024 - Current
- Facilitated communication between parents, children, and other family members.
- Maintained accurate records of client progress including documentation of services provided.
- Coordinated referrals to community resources such as housing, medical care, education.
- Monitored client compliance with treatment plans and goals set by case workers.
- Facilitated home visits to assess the safety of a family's environment.
- Participated in team meetings with social workers, therapists, and probation officers.
- Managed parent support groups addressing topics such as positive discipline and parenting styles.
- Worked with community resources to engage youth in pro-social activities and help families access services.
- Identified appropriate community resources and provided referrals for services.
- Provided counseling and support to families in crisis situations.
Medical Receptionist
Derby Aboriginal Health Service
Derby, WA
03.2024 - 10.2024
- Greeted and checked in patients, updating patient information in computer system.
- Scheduled patient appointments, verifying accuracy of appointment times with providers.
- Answered incoming calls, responding to inquiries from patients and other medical offices.
- Assisted with filing of medical records and documents, maintaining accurate electronic files.
- Performed data entry tasks related to billing and collections procedures.
- Maintained supply inventory for office area, ordering items as needed and stocking shelves.
- Scheduled and followed up on patient appointments, collected and processed patient payments and maintained patient files.
- Managed office phone lines by checking voicemail, returning calls and directing messages to team members.
- Carried out daily tasks by professionally communicating with physicians, nursing staff, technicians and medical assistants.
- Called patients to confirm scheduled appointments and obtain additional details.
- Delivered high-quality administrative and customer service to sustain patient and workflow.
- Communicated with patients with compassion while keeping medical information private.
- Answered telephones and directed calls to the appropriate medical or administrative staff.
- Transmitted medical records and other correspondence by mail, e-mail, or fax.
- Interviewed patients to complete case histories and intake forms.
Personal Banker
ANZ Derby
Derby, WA
10.2023 - 02.2024
- Provided customer service to clients, including answering questions and resolving issues.
- Conducted account openings and closings for clients.
- Assisted customers with deposits, withdrawals, transfers, loan payments and other banking transactions.
- Performed daily balancing of cash drawer and reconciled discrepancies when necessary.
- Developed relationships with customers by providing exceptional service in order to increase sales opportunities.
- Maintained accurate records of all transactions conducted throughout the day.
- Participated in training sessions regarding new banking products or services.
- Followed operational standards, promoting security, risk management and compliance.
- Built strong rapport with new and existing clients to better serve financial needs and promote branch loyalty.
- Assisted and advised customers on using online and mobile banking systems.
- Maintained position of trust and responsibility by keeping customer business confidential.
- Responded promptly to customer queries and complaints to find solutions and diffuse tension.
- Entered new account information into computers and filed related forms and other documents.
- Used customer and bank records to investigate and correct errors upon customer request.
Ward Clerk
Derby Health Service
Derby, WA
09.2020 - 10.2022
- Maintained patient records including medical histories, test results, medication lists and other related information.
- Assisted in the preparation of patient charts prior to doctor visits.
- Provided administrative support to physicians and nursing staff by entering patient data into hospital systems.
- Organized and maintained filing system for medical records and documents.
- Performed clerical duties such as typing, data entry, scanning and filing documents.
- Scheduled appointments for patients with doctors or specialists using computer software programs.
- Ensured accuracy of all patient information entered into electronic health record system.
- Assisted in organizing admissions paperwork for new patients admitted to the facility.
- Prepared discharge summaries upon completion of a patient's stay in the facility.
- Tracked lab results, radiology images and other diagnostic tests requested by physicians.
- Completed charts, staffing sheets, and other documentation.
- Collected paperwork for patients, nurses, and physicians.
- Entered current information into records system and printed documents for appointments, files, and patient use.
- Worked in high-volume department to answer telephone calls and route connections to appropriate departments or staff.
- Answered phone calls to provide assistance, information, and medical personnel access.
- Maintained strong and trusting rapport with patients and all healthcare staff to build relationships.
- Scheduled and confirmed patient appointments for diagnostic, surgical, and consultation services.
- Managed confidential information with discretion and in accordance with HIPAA guidelines.
- Assisted in patient admission and discharge processes, ensuring smooth transitions.
- Assisted in the maintenance of electronic health records Web Pas and manual filing systems.
- Maintained a clean and organized front desk and reception area.
- Answered phone calls, handling inquiries, and transferring calls to appropriate departments.
Education
Carmel College
Perth, WASkills
- Assessments
- Family case plans
- Interpersonal relationships
- Child development
- Community resources
- Organization skills
- Multi-line telephone systems
- Data entry
- Customer/Client relations
- Correspondence distribution
- Verbal and written communication
- Administrative support
- Multitasking and prioritization
- Appointment scheduling
- File management
References
References available upon request.
Timeline
Family Support Worker
Derby Aboriginal Health Service
10.2024 - Current
Medical Receptionist
Derby Aboriginal Health Service
03.2024 - 10.2024
Personal Banker
ANZ Derby
10.2023 - 02.2024
Ward Clerk
Derby Health Service
09.2020 - 10.2022
Carmel College
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