Service-oriented administrative assistant with 14 years of background in healthcare administration. Core competencies include multi-taking, problem solving, and critical thinking as well as excellent communication and time management skills. Handles tasks with accuracy and efficiency.
- Types 45 wpm
- Maintains the Quality Assurance goal of 95% or higher.
- Successfully trained and maintains after hour triage calls of less than 3:25 minutes.
- Reducing the amount of nurse advice line errors to 2% or less per month.
- Enters information into databases and/or software programs.
- Proofreads documents, records, or other files to ensure accuracy.
- Knowledge of principles and processes for providing customer and personal services.
- This includes patient needs assessments, meeting quality standards for services, and evaluation of customer satisfaction.
- Knowledge of administrative and clerical procedures and systems such as word processing, managing files, records, and other office procedures and terminology.
- Communicates regularly with engineering, security, and nursing staff to ensure the safety of patients, families, visitors, as well as the hospital staff.
- Operates office equipment such as fax machines, copiers, and phone systems, and use of computers for spreadsheets, word processing, database management, and other applications.
- Answers telephones and gives information to callers, take messages, and/or transfer calls to appropriate individuals.
- Greet callers and handle their inquiries or direct them to the appropriate persons according to their needs.
- Confirm and/or cancel appointments for patients.
- Conduct searches to find needed information, using such sources as the Internet.
- Operate electronic systems and coordinate the flow of information, internally or with other organizations.
- Answers and processes all incoming hospital calls.
- Handles patient, clinic provider, and staff information calls.
- Offers communication that is patient/parent-friendly, incorporating behaviors from service excellence and Contact Center quality assurance standards.
- Makes outgoing calls for clinics and answers overflow AFTER-Hour calls for the Contact Center.
- Pages Hospital staff by pager or overhead.
- Assists Administrative Assistant I's with tasks as needed.
- Responds to emergency situations.
- Monitors alarms and notifies appropriate personnel.
- Acts as a communication hub in emergent situations.
- Attended quarterly department meetings for mandatory updates to comply with hospital regulations.
- Helped with extensive training of staff and new hires.
- Gathers information from caregivers, nurses, and/or physicians about patient condition, treatment plans, or appropriate activities.
- Measures and record food and liquid intake or urinary and fecal output, reporting changes to medical or nursing staff.
- Observes or examine patients to detect symptoms that may require medical attention, such as bruises, open wounds, or blood in urine.
- Provides physical support to assist patients to perform daily living activities, such as getting out of bed, bathing, dressing, using the toilet, standing, walking, or exercising.
- Records height and weight of patients.
- Records vital signs, such as temperature, blood pressure, pulse, or respiration rate, as directed by medical or nursing staff.
- Maintains records of patient care, condition, progress, or problems to report and discuss observations with supervisor or case manager.
- Entertain, converse with, or read aloud to patients to keep them mentally healthy and alert.
- Check patients' pulse, temperature, and respiration.
- Document or otherwise report observations of patient behavior, complaints, or physical symptoms to nurses.
- Prepare or serve food trays.
- Collect specimens, such as urine, feces, or sputum.
- Lift or assists others to lift patients to move them on or off beds.
- Remind patients to take medications or nutritional supplements.
- Change bed linens and make beds.
- Undress, wash, and dress patients who are unable to do so for themselves.
- Supply, collect, or empty bedpans.
- Feeds patients or assist patients to eat or drink.
- Turns or repositions bedridden patients.
- Contact businesses or private individuals by telephone in order to solicit sales for goods or services.
- Deliver prepared sales talks, reading from scripts that describe products or services, in order to persuade potential customers to purchase a product or service.
- Explain products or services and prices, and answer questions from customers.
- Obtains customer information such as name and address to enter orders into computers.
- Answers telephone calls from potential customers who have been solicited through advertisements.
Nakita Lewis, RN - Children's Mercy Hospital - Adele Campus (816) 809-4682
- Children's Mercy Hospital employee for over 20 years
Cassandra Stewart, Customer Service Representative - Internal Revenue Service, Entrepreneur business owner (816) 728-0562
- Business associate for over 13 years
Monique Hall, Patient Access Rep. - Children's Mercy West (816) 694-7240
- Acquaintance for over 20 years
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