Michelene Bumbrey
Healthcare Call Center Representative/Anesthesia Technician
Tavares,FL
Summary
High performing professional with over 15 years experience in the healthcare service industry delivering high impact work in customer service. Skilled in developing strong, internal and external relationships to facilitate collaborative achievements in high priority goals. Confident in the ability to thrive in fast paced settings and leverage in the skills that I have to enable team success. Committed to lifelong learning and going the extra mile to contribute and facilitate continuous improvement. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
30
30
years of professional experience
1
1
Certification
Work History
Healthcare Call Center Representative
American Health Connection
Beverly Hills
04.2023 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
Medical & Anesthesia Technician
Lakeview Health Systems
Leesburg
08.2021 - 05.2023
- Answered a high volume of phone calls
- Verified and scheduled patient appointments
- Responsible for back office duties.
- Enhanced overall patient satisfaction by providing compassionate assistance and clear communication throughout the entire surgical process.
- Participated actively in professional development opportunities, consistently expanding knowledge on best practices within the field of anesthesiology support services.
- Optimized appointment scheduling processes to minimize conflicts and maximize physician availability for patients.
- Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
- Contributed to positive health outcomes by educating patients on preventative measures, treatment plans, and follow-up care instructions.
- Aided in accurate diagnoses by performing laboratory tests and preparing specimens for analysis.
- Empowered patients through education on self-management techniques for chronic conditions.
- Provided support during emergencies by administering first aid treatments under physician supervision until further assistance arrived.
- Improved patient experiences by efficiently managing appointments and maintaining organized medical records.
- Coordinated patient referrals to specialists or other healthcare providers as needed for comprehensive care management plans.
- Enhanced clinic efficiency by assisting physicians with routine procedures and diagnostic tests.
- Boosted patient satisfaction by providing compassionate care and promptly addressing needs during visits.
- Facilitated seamless patient care with thorough and accurate documentation of medical histories, vital signs, and medications.
- Maintained a safe and clean clinical environment by adhering to infection control guidelines and disposing of biohazardous waste properly.
- Streamlined office operations by managing inventory levels, ordering supplies, and organizing storage areas.
- Continuously updated knowledge on sterilization techniques, remaining current with best practices and emerging technologies.
- Provided support to surgical teams by delivering properly sterilized instruments during procedures.
- Facilitated smooth transitions between surgeries by coordinating closely with surgical teams on equipment needs, prioritizing tasks accordingly.
Endoscopy/Anesthesia Technician
AdventHealth Care Center Celebration
Celebration
03.2020 - 05.2021
- Enhanced efficiency in the endoscopy suite by diligently preparing rooms and equipment for procedures.
- Aided in the prevention of complications during procedures by closely monitoring vital signs and alerting physicians to any abnormalities or concerns.
- Expedited procedure preparation time through thorough pre-screening assessments of patients'' medical histories and current health status.
- Advanced skillset through participation in specialized trainings on various types of endoscopic equipment, broadening capabilities as a technician.
- Elevated overall patient satisfaction scores by consistently delivering exceptional customer service in a high-stress environment.
- Reduced risk of infection through meticulous cleaning, disinfection, and maintenance of endoscopes and accessories.
- Collaborated with physicians and nurses to develop individualized patient care plans focused on maximizing comfort and minimizing anxiety levels.
- Maintained up-to-date knowledge on industry best practices through ongoing professional development opportunities and training seminars.
- Promoted a culture of safety within the endoscopy unit by championing adherence to established protocols and reporting all incidents or near misses as required.
- Assisted in the collection of diagnostic specimens during endoscopic procedures, ensuring proper labeling and handling for accurate laboratory analysis.
- Demonstrated commitment to continuous improvement initiatives within the department, participating in regular staff meetings focused on enhancing performance standards.
- Demonstrated commitment to patient advocacy, consistently prioritizing the best interests of patients in all aspects of anesthesia care.
- Responded effectively to emergency situations, administering life-saving interventions under pressure.
- Improved operating room efficiency by assisting with equipment troubleshooting and maintenance when needed.
Anesthesia Technician
RapidStaff @ Swedish Cherry Hill
Seattle
01.2020 - 02.2020
- Provided exceptional patient care, ensuring proper positioning during surgery to minimize discomfort or injury risk.
- Safeguarded patients from potential harm during surgeries through diligent monitoring of vital signs using advanced medical technology.
- Assisted in successful surgeries through effective communication and collaboration with fellow healthcare professionals.
- Maintained a high standard of care by adhering to strict infection control guidelines when handling anesthesia equipment.
- Optimized surgical outcomes by diligently following established protocols for preoperative preparation and postoperative care under provider guidance.
- Accelerated recovery process post-surgery by properly setting up and managing ventilators, oxygen delivery systems, and other respiratory equipment.
- Contributed to a positive work environment by providing ongoing support to anesthesia providers throughout each procedure.
- Upheld strict aseptic technique while compounding sterile preparations for infusion therapy.
- Ensured proper storage of IV medications, adhering to temperature and light exposure guidelines.
Anesthesia Technician
Trustaff@ Torrance Memorial Medical Center
Torrance
08.2019 - 10.2019
- Prepare supplies for intubation, central breathing lines, oxygen measurement tool
- Sterilization and cleaning of anesthesia equipment
- Stocking needed supplies in any anesthetizing areas such as MH cart, bronchoscopy carts, pediatric carts, emergency room airway bags, and other supply locations
- Support other members of the anesthesia and Operating room care team.
- Troubleshot equipment failures and remedied problems to restore functionality.
- Achieved successful sedation outcomes by skillfully assisting with regional blocks such as spinal, epidural, or nerve blocks when indicated.
- Supported duties for diagnostic and technical treatment procedures, such as setting up and operating special medical equipment and apparatus.
Endoscopy Technician
Adventhealth Tampa
Tampa
10.2018 - 08.2019
- Assists Anesthesiologist and RN by setting-up equipment and preparing medications
- Orders, stocks, tests, and maintains anesthesia supplies, medications, and equipment
- Washes and sterilizes re-usable Endo and Anesthesia equipment and reports malfunctioning equipment to appropriate personnel
- Sets up IV, arterial lines, blood warming, and Level One machine
- Performs safety checks on anesthesia and Endo equipment and assists the Anesthesiologist and RN as needed
- Maintain inventories of endoscopic and Anesthesia equipment and supplies
- Clean, disinfect, or calibrate scopes or other endoscopic and anesthesia instruments according to manufacturer recommendations and facility standards.
Anesthesia/EndoTechnician
BARTOW REGIONAL MEDICAL CENTER
Bartow
10.2017 - 09.2018
- Assist anesthesiologists in monitoring of patients including electrocardiogram (EKG), direct arterial pressure, central venous pressure, arterial blood gas, hematocrit, or routine measurement of temperature, respiration, blood pressure and heart rate
- Pretest and calibrate anesthesia delivery systems and monitors
- Provide airway management interventions including tracheal intubation, fiber optics, or ventilator support
- Maintain inventories of endoscopic equipment and supplies
- Prepare suites or rooms according to endoscopic procedure requirements
- Clean, disinfect, or calibrate scopes or other endoscopic instruments
- Position and transport patients
- Respond to emergency situations by providing cardiopulmonary resuscitation (CPR), basic cardiac life support (BLS).
Anesthesia Technician
LAKELAND REGIONAL MEDICAL CENTER
Lakeland
08.2016 - 05.2017
- Pretest and calibrate anesthesia delivery systems and monitors
- Provide airway management interventions including tracheal intubation, fiber optics, or ventilator support
- Assist anesthesiologists in monitoring of patients including electrocardiogram (EKG), direct arterial pressure, central venous pressure, arterial blood gas, hematocrit, or routine measurement of temperature, respiration, blood pressure and heart rate
- Respond to emergency situations by providing cardiopulmonary resuscitation (CPR), basic cardiac life support (BLS)
- Set up operating room for traumas.
Endoscopy Tech
MEMORIAL SLOAN KETTERING CANCER CENTER
New York
03.2014 - 03.2016
- Clean, disinfect, or calibrate scopes or other endoscopic instruments according to manufacturer recommendations and facility standards
- Perform safety checks to verify proper equipment functioning
- Prepare suites or rooms according to endoscopic procedure requirements
- Maintain inventories of endoscopic equipment and supplies
- Assist anesthesia with cleaning and setting up of anesthesia machine.
Perioperative Resource Assistant
CHILDREN'S NATIONAL MEDICAL CENTER
Washington
09.2008 - 10.2013
- Maintain a proper sterile field during surgical procedures
- Prepare patients for surgery, including positioning patients on the operating table and covering them with sterile surgical drapes to prevent exposure
- Wash and sterilize equipment, using germicides and sterilizers
- Clean and restock operating room and anesthesia machine, gathering and placing equipment and supplies and arranging instruments according to instructions, such as a preference card, setup anesthesia machine
- Order surgical supplies
- Operate, assemble, adjust, or monitor sterilizers, lights, suction machines, or diagnostic equipment to ensure proper operation.
Cardiac Cath Lab Assistant
WASHINGTON HOSPITAL CENTER
Washington
05.2004 - 09.2008
- Monitor patients' blood pressure and heart rate using electrocardiogram (EKG) equipment during diagnostic or therapeutic procedures to notify the physician if something appears wrong
- Attach electrodes to the patients' chests, arms, and legs, connect electrodes to leads from the electrocardiogram (EKG) machine, and operate the EKG machine to obtain a reading
- Check, test, and maintain cardiology equipment, making minor repairs when necessary, to ensure proper operation
- Maintain a proper sterile field during surgical procedures.
Endoscopy Tech
STATEN ISLAND UNIVERSITY HOSPITAL
Staten Island
11.1994 - 05.2004
- Prepare patients for surgery, including positioning patients on the operating table and covering them with sterile surgical drapes to prevent exposure
- Monitor and continually assess operating room conditions, including patient and surgical team needs
- Operate, assemble, adjust, or monitor sterilizers, lights, suction machines, or diagnostic equipment to ensure proper operation
- Clean and restock operating room, gathering and placing equipment and supplies and arranging instruments according to instructions, such as a preference card
- Order surgical supplies
- Maintain a proper sterile field during surgical procedures.
Education
Associates Degree - undefined
HOWARD COMMUNITY COLLEGE
Columbia, MDHigh School Diploma -
CURTIS HIGH SCHOOL
Staten Island, NYSkills
- Vital Signs
- Patient Care
- Cerner
- Epic
- EMR Systems
- Hospital Experience
- Medical Records
- Medical Receptionist
- Vital signs
- Medical terminology
- EMR systems
- Specimen collection / processing
- HIPAA
Customer support
Technical Support
Answering questions
Logging call information
Customer service optimization
Problem-solving skills
Client communication
Quality assurance
Inbound phone calls
Performance improvement
Documentation and reporting
Certification
BLS/CPR Certified, 10/2022, 10/2024
Additional Information
Epic
CernerMeditech
Surginet
Pyxis
Assessments
Work style: Professionalism, Proficient, 05/2021
Work Authorization
Authorized to work in the US for any employer
Personal Information
Willing To Relocate: Anywhere
Timeline
Healthcare Call Center Representative
American Health Connection
04.2023 - Current
Medical & Anesthesia Technician
Lakeview Health Systems
08.2021 - 05.2023
Endoscopy/Anesthesia Technician
AdventHealth Care Center Celebration
03.2020 - 05.2021
Anesthesia Technician
RapidStaff @ Swedish Cherry Hill
01.2020 - 02.2020
Anesthesia Technician
Trustaff@ Torrance Memorial Medical Center
08.2019 - 10.2019
Endoscopy Technician
Adventhealth Tampa
10.2018 - 08.2019
Anesthesia/EndoTechnician
BARTOW REGIONAL MEDICAL CENTER
10.2017 - 09.2018
Anesthesia Technician
LAKELAND REGIONAL MEDICAL CENTER
08.2016 - 05.2017
Endoscopy Tech
MEMORIAL SLOAN KETTERING CANCER CENTER
03.2014 - 03.2016
Perioperative Resource Assistant
CHILDREN'S NATIONAL MEDICAL CENTER
09.2008 - 10.2013
Cardiac Cath Lab Assistant
WASHINGTON HOSPITAL CENTER
05.2004 - 09.2008
Endoscopy Tech
STATEN ISLAND UNIVERSITY HOSPITAL
11.1994 - 05.2004
Associates Degree - undefined
HOWARD COMMUNITY COLLEGE
High School Diploma -
CURTIS HIGH SCHOOL