Serra West

Detail-oriented Administrative Support Specialist with extensive experience in healthcare environments. Expertise in patient records management, scheduling, and customer service enhances unit operations. Strong organizational and communication skills facilitate effective collaboration and adaptability to dynamic needs.

Unit Clerk at Schenectady County Glendale Home (2026-01 – Present)

• Coordinated admission, discharge, and transfer paperwork for nursing unit operations.
• Processed physician orders, requisitions, and documentation for timely unit support.
• Answered calls, routed messages, and relayed critical information to care staff.
• Maintained resident charts and clerical records with accuracy and confidentiality.
• Scheduled appointments, transport arrangements, and resident-related administrative tasks.
• Organized filing systems, correspondence, and daily unit paperwork for easy retrieval.
• Communicated with nursing, therapy, and dietary teams to support resident care.
• Answered unit calls and took messages for healthcare staff to maximize team productivity.
• Answered the multi-line telephone system, provided information, and directed calls.
• Handled incoming calls professionally, providing relevant information or transferring inquiries as needed to maintain efficient communication channels within the unit.
• Prepared admissions charts and scanned records.
• Provided excellent customer service while responsibly managing sensitive patient data in accordance with HIPAA guidelines.
• Documented updates to patient information in medical charts while maintaining HIPAA compliance protecting confidentiality of records.
• Organized patient charts, enhancing the flow of information among healthcare providers and contributing to better-informed treatment decisions.
• Consistently met deadlines when completing tasks such as filing documents or inputting data into the hospital's system.
• Obtained and organized medical records for office visits and scheduled labs.
• Enhanced patient satisfaction by efficiently managing medical records and maintaining strict confidentiality standards.
• Aided in the training of new hires by sharing knowledge and best practices acquired from years of experience.
• Supported clinical staff by ordering necessary supplies on time, ensuring adequate stock levels were maintained.
• Contributed to successful audits through meticulous record-keeping and adherence to regulatory requirements.
• Performed various administrative tasks by filing, copying and faxing documents.
• Organized and maintained a patient chart filing system to promote quick data retrieval for staff.
• Answered telephone calls to offer office information, answer questions, and direct calls to staff.
• Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
• Placed new supply orders, managed inventory and restocked clerical spaces.
• Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.

Member Service Associate at Broadview Federal Credit Union (2022-06 – 2025-03)

• Delivered exceptional member service to all members and visitors, ensuring a positive experience.
• Develop member relationships by engaging, asking relevant questions, and making recommendations;
• Address member inquiries, resolve issues promptly and, promote self service resources such as utilizing the app and online banking.
• Cultivated member relationships through engagement, relevant questioning, and tailored recommendations.
• Resolved member inquiries promptly while promoting self-service resources, including app usage and online banking.

Patient Care Coordinator at Ellis Mental Health Clinic (2016-03 – 2019-08)

• Secured patient signatures for timely release of information.
• Reviewed and flagged errors in notes before being sent to billing.
• Managed medical records storage retrieval and organization.
• Organized and filed medical records accurately alphabetically and numerically.
• Obtained signatures from patients to release information.
• Assisted front desk staff by managing patient inquiries and scheduling.
• Receptionist duties including; accurately scheduling appointments, answering multiple phone calls, and checking patients out.

Cashier/Receptionist at BMW of South Albany (2008-03 – 2016-01)

• Provided exceptional customer service.
• Resolved customers' inquiries and complaints in a timely manner.
• Maintained high customer service standards by following up on resolved issues.
• Maintained high customer service standards by following up on resolved issues to ensure customer satisfaction.
• Welcomed and assisted customers to determine their needs.
• Educated customers on billing, payment, and support policies
• Managed secure cash drawers, promptly resolving discrepancies.
• Oversaw cash drawer operations to ensure accurate balances during shifts., promptly resolving discrepancies.
• Collaborated with manager to address issues and improve customer service experience.

Direct Support Professional at Center for Disability Services (2011-06 – 2015-01)

• Empowered individuals with developmental disabilities to achieve greater independence through personalized support.
• Facilitated independence for individuals with developmental disabilities.
• Executed SCIP-R protocols to maintain a safe environment for clients.
• Maintained daily documentation of goals and ADL's.
• Coordinated community outings to enhance social engagement and life skills for participants.

Regents Diploma – Colonie Central High School (2006-01)