PRISCILLA GOMES

[email protected] • (347) 233-9397

PROFESSIONAL SUMMARY

I am a professional with a Top Secret Security Clearance and extensive experience in administrative and clerical roles, skilled at managing sensitive information with confidentiality. Proficient in data entry, quality control, and resolving customer & patient inquiries, ensuring a high level of satisfaction while maintaining compliance with regulations. Experienced in handling sensitive data, document verification, and managing travel bookings using systems like Travel Document Issuance System and Sabre GDS. A strong commitment to confidentiality and operational excellence drives effective collaboration across departments, ensuring seamless service delivery and operational efficiency.

WORK EXPERIENCE

Care Concierge
08/2025 - Present
Northwell Primary Care Now (via K Health)
• Serve as the primary point of contact for patients using the Northwell Primary Care Now app, ensuring a seamless and compassionate virtual care experience.
• Onboard new patients by verifying insurance and identification within departmental SLAs, maintaining accuracy and compliance with HIPAA regulations.
• Schedule appointments, coordinate follow-ups, and assist patients in navigating referrals and care outside the virtual clinic.
• Manage multi-channel communication (phone, chat, SMS, and email) to address patient inquiries, provide technical support, and resolve issues efficiently
• Maintain detailed and up-to-date documentation of all patient interactions to ensure continuity of care and data accuracy across systems.
• Collaborate closely with clinical operations and healthcare providers to optimize patient flow, monitor provider schedule adherence, and meet performance benchmarks.
• Troubleshoot and escalate app or system issues, acting as a knowledgeable liaison between patients, providers, and technical teams.
• Proactively engage in outreach for missed appointments and follow-ups, enhancing patient retention and satisfaction.
• Consistently deliver exceptional customer service by fostering empathy, trust, and professionalism in every interaction.
Passport Support Associate III
10/2023 - 11/2024
The New York Passport Agency
• Processed, verified, and validated passport applications while maintaining strict compliance with Department of State regulations, ensuring secure handling of sensitive PII data and confidential documents.
• Ensured timely processing of expedited passport requests, coordinating with various departments to meet urgent timelines.
• Data entry, quality control, and book-printing of passports for accuracy and quality by utilizing the Travel Document Issuance System.
• Processed applications through courier companies while verifying the accuracy of travel documents and accommodations.
Patient Generalist
05/2023 - 10/2023
+Medrite Urgent Care (HERRC)
• Managed patient intake process, ensuring fulfillment of all needs where feasible.
• Coordinated travel itineraries, including air, car, and hotel arrangements.
• Created name badges, facilitated patient registration, and provided administrative support via Salesforce.
• Utilized Microsoft Office and SharePoint for administrative tasks while efficiently managing inventory and supplies.
Airport Operation Crew
10/2021 - 11/2022
JetBlue Airways
• Led efficient flight and hotel reservation processes using Sabre GDS, improving travel planning accuracy and reducing booking errors by 15%
• Independently resolved over 200 interline booking and ticketing issues monthly in a high-volume call center, enhancing customer satisfaction and minimizing delays
• Collaborated proactively with departmental crews and air traffic control to ensure compliance with FAA regulations, resulting in zero safety incidents during tenure
• Managed timely flight departures independently, eliminating airline fines and reducing ground time by 10%, contributing to operational cost savings
Paint Associate
07/2020 - 08/2021
The Home Depot
• Promoted customer loyalty and consistent sales by delivering friendly service and knowledgeable assistance.
• Maintained and executed up-to-date knowledge of store sales, payment policies, and security standards.
• Assist customers with paint identification and matching the correct paint to their needs.
Federal Work Study
07/2019 - 03/2020
CUNY York College
• Developed a course matrix project that allowed students to better comprehend class categories that are required for a particular program of study.
• Scheduled appointments by utilizing Microsoft Office (MS Word and Excel).
• Answered phone calls to field inquiries from students and other facilities and documented call records.
• Collected and analyzed feedback from students to create a better and improved educational experience.

EDUCATION

Bachelor's of Science
08/2018 - 05/2021
CUNY York College

SKILLS

Other: Sensitive Data & Personally Identifiable Information Management, Microsoft Office Suite (Excel, Outlook, PowerPoint, & Word), Federal Aviation Administration Compliance, Data Entry & Information Processing, Travel Document Issuance System, Interline Bookings & Re-ticketing, Phone Support & Call Handling, Top Secret Security Clearance, Multichannel Communication, Travel Bookings & Policies, Administrative Operations, Calendar Management, Regulatory Compliance, Inventory Management, Inquiry Documentation, Microsoft SharePoint, Virtual Care Support, Patient Experience, Customer Service, Mail Processing, Quality Control, Sabre GDS, Salesforce

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