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Salma Herrera

@salmaherrera

Patient Portal Agent handling secure text support with Zendesk, account verification, and technical issue escalation.

As a Patient Portal Agent, I manage secure online database communications and text inquiries, using Zendesk and database systems to log requests and track customer interactions. I verify identities before updating profiles or releasing sensitive information, and route technical discrepancies to engineering and tier-2 support teams.

As a Medical Records Clerk, I handled more than 200 digital inquiries a day and processed, audited, and updated secure digital charts. I also maintained Excel tracking logs for outbound transfers and bulk requests, and evaluated external record requests for completeness and authorization.

Experience

Work history, roles, and key accomplishments

Current

Patient Portal Agent

Current

Remote

Jan 2026 - Present (9 months)

Manage and resolve high volumes of secure online database communications and text inquiries within a fully remote, fast-paced environment. Leverage Zendesk and database management systems to process user requests and track customer interaction trends.

Zendesk Database Management Identity Verification Troubleshooting Remote Support

Clinic Front Desk Receptionist

Unknown

Jan 2024 - Jan 2026 (2 years)

Welcomed clients, verified account eligibility, collected history details, and systematically updated central administrative databases. Managed approximately 200 transactions daily while multi-tasking schedules and collecting payments.

Customer Service Data Entry Scheduling Payment Processing Database Management

Medical Records Clerk

Unknown

Oct 2022 - Jan 2026 (3 years 3 months)

Fielded and executed 200+ inbound and outbound digital inquiries daily, resolving complex status tracking issues within strict deadlines. Processed, audited, and systematically updated thousands of secure digital charts, eliminating errors and duplicate entries.

Excel Data Entry Database Management Quality Assurance Record keeping

Care Coordinator & Case Manager

Unknown

Oct 2022 - Jan 2026 (3 years 3 months)

Maintained complex information pipelines across multiple external organizations, serving as the primary lead for communication accuracy and secure transfers. Designed and updated continuous internal tracking sheets to monitor treatment recommendations and referral approvals.

Data Coordination Communication Skills Trackings Case Management

Data Entry Specialist

Unknown

Oct 2019 - Jun 2020 (8 months)

Performed rapid, high-volume alphanumeric entry to transition physical files into updated, accurate digital records. Evaluated database entries for completeness and accuracy, identifying omissions to resolve data quality bugs before system submission.

Data Entry Quality Assurance Database Management Excel