KARINE SERVIN
Licensed Physiotherapist | Medical Customer Service & Patient Support
Mérida
Summary
Experienced licensed physiotherapist with over five years of clinical experience. Strong background in healthcare customer service. Skilled in orthopedic and neurological rehabilitation, wound care, and telemedicine. Demonstrated leadership in managing remote call center teams, emphasizing patient-centered care, service quality, and operational efficiency.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
3
3
Certifications
4
4
Languages
Work History
Team Lead – Medical Call Center
Emvia CX – Orthopaedic Medical Group of Tampa Bay
01.2023 - Current
- Supervised and coached a team of 20–25 agents handling high-volume inbound calls for orthopedic appointment scheduling, prescription refills, imaging coordination, and post-operative inquiries.
- Monitored real-time queues, enforced HIPAA compliance, and ensured staffing efficiency.
- Conducted performance evaluations, gave actionable feedback, and implemented improvement plans tailored to individual agent needs.
- Collaborated with clinical staff and hospital administration to escalate urgent patient needs and ensure continuity of care.
- Supported onboarding and training of new agents.
Self-employed Physiotherapist
Private Practice
11.2022 - Current
- Provided part-time physiotherapy care focused on adult orthopedic and neurological patients.
- Performed clinical evaluations, hands-on treatments, and ongoing patient follow-up.
- Applied physical agents (electrotherapy, thermotherapy), and manual therapy techniques.
- Developed personalized therapeutic exercise programs with a focus on function, prevention, and ergonomics.
Medical Customer Service Agent – Call Center Sales Pro
Nicklaus Children’s Hospital
11.2022 - 01.2023
- Handled first-line calls from families regarding prescriptions, appointments, and medical concerns.
- Triaged and documented requests for clinical staff follow-up.
- Coordinated with hospital departments (e.g., pharmacy, imaging) to address facility-related needs.
- Maintained empathy and professionalism while supporting families in sensitive situations.
Wellness Resort Program Assistant (Seasonal)
YMCA of the Ozarks
05.2022 - 10.2022
- Supervised lifeguards and coordinated aquatic activities (swimming, boating, kayaking).
- Ensured guest safety and a positive experience through clear communication and risk prevention.
- Trained staff in water safety, emergency response, and customer service.
- Assisted in program logistics and supported overall camp operations.
College Instructor
ICESY University
12.2021 - 04.2022
- Taught subjects in the Physical Therapy and Rehabilitation program.
- Planned course materials, conducted evaluations, and mentored students.
- Led both theoretical instruction and practical training sessions.
Wound Care Physiotherapist
Centro Médico Pensiones
11.2019 - 12.2021
- Provided physiotherapeutic treatment for patients with open and closed wounds.
- Focused on optimizing healing, preserving skin integrity, and restoring mobility and range of motion.
- Delivered manual therapy and developed treatment protocols for wound and scar recovery.
Physiotherapist
Reintegra Clinic
01.2019 - 07.2020
- Evaluated and treated orthopedic and neurological patients using physical agents and manual techniques.
- Developed individualized rehabilitation plans to address patient needs.
- Collaborated with multidisciplinary teams to achieve optimal recovery outcomes.
Education
Bachelor of Science - Physiotherapy
Universidad Modelo
Mérida, Yucatán, Mexico 08.2014 - 09.2019
Skills
Operational efficiency management
Performance evaluation
Effective conflict resolution
Strong attention to detail
Customer complaint management
Employee onboarding and training
Team leadership
Strategic and Clinical decision-making
Comprehensive patient evaluation
Dedicated to quality patient care
Certification
Diploma in Manual Therapy – Universidad Marista, Mérida, Mexico (Apr 2018 – Apr 2019)
Timeline
Team Lead – Medical Call Center
Emvia CX – Orthopaedic Medical Group of Tampa Bay
01.2023 - Current
Self-employed Physiotherapist
Private Practice
11.2022 - Current
Medical Customer Service Agent – Call Center Sales Pro
Nicklaus Children’s Hospital
11.2022 - 01.2023
Wellness Resort Program Assistant (Seasonal)
YMCA of the Ozarks
05.2022 - 10.2022
College Instructor
ICESY University
12.2021 - 04.2022
Wound Care Physiotherapist
Centro Médico Pensiones
11.2019 - 12.2021
Physiotherapist
Reintegra Clinic
01.2019 - 07.2020
Bachelor of Science - Physiotherapy
Universidad Modelo
08.2014 - 09.2019
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