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customer service specialist and medical assistant resume example with 16+ years of experience

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Jessica Claire
, , 100 Montgomery St. 10th Floor (555) 432-1000, resumesample@example.com
Professional Summary

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. While also being a highly motivated and committed Medical Assistant with proven history of superior performance at individual, team and organizational levels. Multitasks and prioritizes workloads with little or no supervision. Detail-oriented professional looking to bring medical background and team-building skills to deadline-driven environment.

Skills
  • Courteous with Strong Service Mindset
  • Order and Refund Processing
  • Customer Retention Strategies
  • Data Entry and Maintenance
  • Building Customer Trust and Loyalty
  • Upbeat and Positive Personality
  • Multitasking and Prioritization
Work History
04/2019 to Current Customer Service Specialist and Medical Assistant Department Of Veterans Affairs | Tacoma, WA,
  • Answered average of 95+ calls, emails and faxes per day, addressing customer inquiries, solving problems and providing product information.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Used consultative techniques to understand customer needs and make strategic referrals to business partners.
  • Maintained positive and professional attitude at all times.
  • Escort patients to exam rooms, obtain medical history and vital signs such as blood pressure, temperature, height, and weight, and document in patient’s charts.
  • Administer immunizations and other injections as directed by Physician.
  • Perform various office duties including patient referrals, callbacks, patient phone triage, prescription refills upon physician request and approval, and obtain prior authorizations as needed.
  • Helping physician to schedule home visit for patients and coordinate homebound labs or radiology exams as needed.
  • Scheduling and rescheduling appointments, managing patient medical records, answering incoming/out going calls.
  • Provided primary customer support to internal and external customers.
09/2017 to 02/2019 Medical Assistant and Service Representative Department Of Veterans Affairs | Austin, TX,
  • Experience in materials management and general hospital operations.
  • Accomplished professional with excellent skills in developing and leading staff,, team-building and service improvement.
  • Key skills understanding supply chain in materials management, inventory management, logistics medical procedures and experienced in Oracle and Epic systems.
  • Reporting to senior managers any incidents of accidents, complaints or defects in drugs or equipment.
  • Performing routine quality checks on equipment and promptly reporting any damaged or missing equipment.
  • Regularly checking that necessary drug supplies are stocked and promptly reporting when supplies are low.
  • Retrieves lab, pathology and diagnostic data from computer systems.
  • Strategized disaster preparedness.
  • Oversees ordering of medical instruments and equipment.
  • Implemented cross training of 5 new hires to provide coverage during absences.
  • Provided primary customer support to internal and external customers.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Fielded customer questions regarding available sales, current prices and upcoming company changes.
  • Answered constant flow of customer calls with minimal wait times.
11/2015 to 09/2017 Clinical Oncology Associate Mount Sinai RTC Office Practice | City, STATE,
  • Fulfills patient care responsibility as assigned with may include: performing venipuncture and/or EKGs, checking schedules and organizing patient flow; accompanying patients to exam/procedure room, assisting patients as needed with walking, transferring, and dressing, as well as collecting and processing specimens and point of care testing, preparing for exam, etc.
  • Assists physician’s with various procedures, takes vital signs, relays instructions to patients and or families; answers calls and provides pertinent information.
  • Provides set-up of examination room and instruments in accordance with proper sterilization techniques established by hospital and infection control policies.
  • Perform proficient phlebotomy duties with accuracy.
  • Able to determine correct lab tests for patients on particular date as ordered in EMR by providers.
  • Perform point of care testing, within scope of practice, including maintenance of log regarding QC to meet regulatory guidelines.
  • Fulfills clerical responsibilities as assigned with may include: sending and receiving patient medical records; obtaining lab/x-ray reports, hospital notes, referral information, etc.
  • Completing forms and requisitions as needed, managing charts to ensure information is completed and filed appropriately.
  • These responsibilities may be carried out using electronic medical record (EMR) system or manually as necessary.
  • Managed team of 5 employees, overseeing hiring, training, and professional growth of employees
09/2013 to 11/2015 Administrative Secretary and Customer Service Mount Sinai Hospital | City, STATE,
  • Provided administrative support to Chairman of Thoracic Surgery.
  • Collected patient demographics and insurance information to be verified before patients are seen.
  • Scheduled patient appointments and coordinated all outside department appointments for patient.
  • Took detailed clinical phone messages for physicians or advanced allied healthcare provider.
  • Acquired insurance authorizations for procedures and tests ordered by attending physician.
  • Prepared patient charts as needed.
  • Handled any medical record requests, intake, or distribution.
  • Faxed prescriptions to Radiology Department for CXR PT.
  • Maintained log of future appointments for patients and send correspondence of future appointment details.
  • Maintained log of patients that do not show up to their appointments and follow up with patient to schedule new visits.
  • Collected customer feedback and made process changes to exceed customer satisfaction goals.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
03/2008 to 09/2013 Medical & Administrative Assistant Park Avenue Pulmonary Care | City, STATE,
  • PFT’s, Exercises Studies, Thoracentesis, Phlebotomy, Urinalysis, EKG’s, Clinical Procedures Notes.
  • Answered telephones, schedule new and follow up appointments, solicitations and conveyed messages.
  • Confirmed insurances; call in pre-authorization for procedures and/or prescriptions.
  • Proofread, edited, and mail/faxed patient visit reports.
  • Processed medical records: Scan received medical records and process requests for copies.
  • Confirmed patient information and update records; including verifying patient insurance and creating referrals.
  • Looked up referring doctor information to add/update patient medical record.
  • Collected co-payments & payments at the time of visit.
  • Prepared memos, policies, reports, articles, and special correspondence for upper management.
  • All nonpatient-related clerical office duties, including but not limited to office supply orders, faxing, copying, filing, and mailings.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Provided primary customer support to internal and external customers.
  • Answered constant flow of customer calls with minimal wait times.
02/2007 to 03/2008 Medical, Administrative Assistant & Service Rep. Arya Gastroenterology Associates | City, STATE,
  • Clinical duties included assisting MDs with consultations and procedures; prepared treatment and exam rooms; cleaned and maintained diagnostic equipment; performed EKG’s.
  • Clerical duties included back up of reception and front desk staff; answered phones; scheduled appointments.
  • Followed through on patient requests, prescription renewals, and insurance authorizations; filed; basic data entry.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer comments and questions via LiveChat during shifts.
07/2006 to 12/2006 Medical & Administrative Assistant Radiology Services Of New York, P.C | City, STATE,
  • Responsibilities included assisting and supply the contrast to the physician while performing MRI, CT-Scan, and X-rays on patients.
  • Processed health insurance claims using Empiric Systems.
  • Answered telephones, schedule new and follow up appointments, solicitations and conveyed messages.
  • Prepared memos, policies, reports, articles, and special correspondence for upper management.
Education
Expected in 06/1996 to to High School Diploma | Harrison High School, Harrison, NJ GPA:

GPA: 3.91

Expected in 12/2006 to to Certificate RMA & Certificate RPT | American Medical Technologists, New York, New York, GPA:
Expected in 05/2006 to to | Medical Assistant Degree Sanford Brown Institute, New York, New York, GPA:

Registered Medical Assistant and Registered Phlebotomy Technician by the American Medical Technologists Examination.
Completed an intensive 900-hour course comprised of theoretical and practical medical assisting skills which include: Clinical Skills; Electrocardiography; Clinical Procedures and Asepsis; Laboratory Skills; Phlebotomy; Urinalysis and Specimen Collection; Medical Terminology; Pharmacology; Anatomy and Physiology; Administrative Skills; Medical Office Procedures; Health Insurance Claims Processing using NDC Medisoft.

Languages
Spanish:
Native or Bilingual
Negotiated:
English:
Native or Bilingual
Negotiated:

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Resume Overview

School Attended

  • Harrison High School
  • American Medical Technologists
  • Sanford Brown Institute

Job Titles Held:

  • Customer Service Specialist and Medical Assistant
  • Medical Assistant and Service Representative
  • Clinical Oncology Associate
  • Administrative Secretary and Customer Service
  • Medical & Administrative Assistant
  • Medical, Administrative Assistant & Service Rep.
  • Medical & Administrative Assistant

Degrees

  • High School Diploma
  • Certificate RMA & Certificate RPT

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