Knowledgeable and dedicated customer service professional with extensive experience in the healthcare industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships with the members.
Skills
Complaint resolution
Medical terminology knowledge
Good listening skills
Professional telephone demeanor
Meal Planning and Preparation
Infection Control and Aseptic Procedures
Patient Care
Cleaning
Bathing
Household Tasks
Compassionate Care
Patient Assessments
Client rapport
Errands
Cooking meals
Medical chart documentation
Lab equipment maintenance
Aseptic procedures
Relationship development
Feeding assistance expert
Responding to emergencies
Tube feedings and medications familiarity
Dementia and Alzheimer's knowledge
Medical office administration
Recording Vital Signs
Direct Patient Care
Adaptable
Compassionate
Trustworthy companion
Compassionate caregiver
Education
AMERICAN INTERCONTONIAL UNIVERSITYOnline, Expected in 04/2022 – –Bachelor of Science:Health Management - GPA:
Miller-Motte Technical College Raleigh, NC, Expected in 12/2011 – –Associate of Science:Medical Assisting - GPA:
Accomplishments
Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
Documented and resolved Part D drug plan which led to members ending the call better understanding what was happening with medication issue.
Work History
Wellstar Health System - CUSTOMER SERVICE REP/ SUBJECT MATTER EXPERT Jackson, GA, 12/2011 - 09/2013
Responded to customer requests about Medicare Part D prescription drug plan
Assisted customers with setting issues with the Part D plan about either premiums, medication issues, such as cost, non-formulated, quantity limits
Offered advice and assistance to other agents that were not able to resolve client issues
Maintained customer satisfaction with being focused on addressing customer needs and resolving concerns.
Answered customer telephone calls promptly to avoid on-hold wait times.
Grifols Inc. - PERSONAL CARE AID Phoenix, AZ, 09/2008 - 05/2009
Assisted clients with daily living needs, including bathing and personal grooming, to maintain self-esteem and general wellness.
Kept close eye on client vital signs and tracked behaviors to keep healthcare supervisor well-informed.
Maintained clean personal areas and prepared healthy meals to support client nutritional needs.
Monitored progress and documented any patient health status changes, keeping healthcare team updated.
Kept household areas clean and well-stocked, ran errands,dusting, washing dishes, vacuuming. managed laundry and completed weekly grocery shopping.
Recorded vital signs, such as temperature, blood pressure, pulse, or respiration rate, as directed by medical or nursing staff.
Maintained clean, safe and well-organized patient environment.
Assisted patients with self-administered medications through handing the medication and by watching the patient take it.
Remained alert to problems or health issues of clients and competently responded with appropriate actions.
Applied mobility assistance to safely ambulate patients in different inside the home and on short walks down the street.
Recognized and reported abnormalities and/or changes in patients' health status to the RN on call.
Interim Healthcare Inc. - Certified Nursing Assistant City, STATE, 09/2004 - 09/2008
Gathered dietary information, assisted with feeding and monitored intake to help patients achieve nutritional objectives and support wellness goals.
Evaluated patients to identify and address wounds, behavioral concerns and medically relevant symptoms and reported all changes to the RN.
Assisted patients with mobility needs, including moving to and from beds, organizing wheelchairs and preparing assistive devices.
Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
Cared for average of 2-5 patients per day in Home setting, delivering high-quality, efficient support to meet all needs.
Helped patients effectively manage routine bathing, grooming and other hygiene needs.
Offered immediate assistance in emergency and maintaining the situations to evaluate needs and deliver care.
Biomat USA - Donor Processor City, STATE, 09/2006 - 05/2008
Maintained strict aseptic fields when collecting biological samples, minimizing staff and client infection risks.
Analyzed experiment and test results to validate adherence to standards and specifications.
Maintained excellent attendance record, consistently arriving to work on time.
Handled 15-20 clients per hour to address customer inquiries and make sure that the clients HCT, protein levels, blood pressure, temperature, pulse , and weight were with company's guidelines.
Worked with Medicare customers to understand needs and provide the best customer service possible.
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