Abrianna Thornton

As a Patient Care Specialist, I manage patients' healthcare by coordinating treatment plans and effectively communicating with patients, families, and healthcare providers. My key responsibilities include:

• Transporting specimens and pharmacy items while ensuring proper documentation.
• Instructing patients on the use of medical equipment, such as wheelchairs and crutches.
• Assisting with patient mobility on and off of beds and tables.
• Supporting daily living activities, including meal preparation, and feeding.
• Organizing discharge planning and arranging transportation home after hospital stays.
• Responding to patient inquiries, and ensuring the availability of medical supplies.
• Managing pharmacy calls for prescription refills, and assisting with wound care.
• Documenting patient information and collaborating with the healthcare team.
• Educating patients about medications and follow-up care.
• Maintaining accurate patient records in the Electronic Health Records system.
• Ensuring compliance with HIPAA regulations regarding patient privacy.
• Performing other duties as assigned by my supervisor.

As the front desk Administrative Assistant, my duties included:

• Gathering patient demographics, verifying insurance coverage, scheduling appointments, and managing and organizing administrative tasks at the front desk of a healthcare facility ensure smooth patient access to care.
• Responsible for managing and overseeing the day-to-day operations of the reception area, including managing staff, handling guest check-ins and check-outs, addressing inquiries and complaints, ensuring excellent customer service, and maintaining a professional appearance in the front office, while also training and supervising the front desk team to deliver a seamless guest experience.

As a Patient Care Assistant, I assisted and managed patients' healthcare through continued monitored care and consistent documentation. Other responsibilities include:

• Encouraged residents to engage in daily activities that promote their dignity.
• Maintained a clean and safe environment for client happiness.
• Monitored and recorded patient vital signs to track health. Reported significant health changes to the appropriate staff.
• Documented patient information in charts and the Electronic Health Records system.
• Transported and documented specimens, and pharmacy items.
• Assisted with daily living activities, including meal preparation, and patient repositioning.
• Organized discharge planning, and arranged transportation home.
• Responded to patient inquiries, and participated in staff meetings and outreach events.
• Assessed patient needs for assistance, and ensured HIPAA compliance.
• Managed time effectively to meet deadlines.

As a Customer Service Representative at Maximus, my responsibilities involved:

• Resolved complex problems by working with other departments to provide solutions that meet customer needs.
• Assisted customers with product selection, ordering, billing, returns, exchanges, and technical support.
• Remained calm and professional in stressful circumstances and effectively diffused tense situations.
• Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
• Maintained a high level of professionalism when dealing with difficult customers.
• Developed strong customer relationships to encourage repeat business.
• Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
• Collaborated with sales team members to stay current on inventory levels and resolve item issues.
• Engaged in conversations with customers to understand needs, resolve issues, and answer product questions.
• Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
• Maintained detailed records of customer interactions, transactions, and comments for future reference.
• Professionally greeted visitors and assisted as needed.
• Provided administrative support to executives by managing their daily schedules.

As a Customer Service Representative at Maximus, my responsibilities involved:

• Accepting inbound calls to collect information from customers, making sure it is updated and correct in the system.
• Accessed information on client accounts, determined fraudulent transactions, and submitted for review.
• Resolved complex problems by working with other departments to provide solutions that meet customer needs.
• Kept records of customer interactions, thoroughly recording details of inquiries.
• Maintained a high level of professionalism when dealing with difficult customers.
• Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
• Engaged in conversations with customers to understand needs, resolve issues, and answer product questions.
• Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
• Maintained detailed records of customer interactions, transactions, and comments for future reference.
• Provided administrative support to the supervisor and colleagues.
• Other duties, as directed by the supervisor.

• As a Home Health Aide, my responsibilities included:
• Assisted and promoted personal care, meal prep, and errands for patients.
• Encouraged independence by teaching self-care skills such as grooming and hygiene habits.
• Prepared high-quality nutritious meals for patients to promote better overall health and improve eating habits.
• Monitored vital signs such as temperature, pulse rate, and blood pressure.
• Documented patient status and reported changes in care needs.
• Collected information about conditions and treatment plans from caregivers, nurses, and doctors.
• Engaged patients in recreational activities such as reading books or playing games.
• Improved patient outlook and daily living through compassionate care.
• Monitored client behaviors and emotional states, reporting concerns to clinicians and staff while documenting detailed and organized information in files.
• Educated patients and families on health care needs, conditions, and options.
• Took initiative to ensure all tasks were completed efficiently within the designated time frame.
• Aided with mobility and independence for disabled individuals and continually monitored safety.

As a Customer Service Representative at TTEC, my responsibilities included:

• Accepting inbound calls to collect information from customers, making sure it is updated and correct in the system.
• Accessed information on client accounts, determined fraudulent transactions, and submitted for review.
• Resolved complex problems by working with other departments to provide solutions that meet customer needs.
• Kept records of customer interactions, thoroughly recording details of inquiries.
• Maintained a high level of professionalism when dealing with difficult customers.
• Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support.
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• Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
• Updated system with order specifics and customer details, preferences, and billing information.
• Improved product knowledge on continuous basis to provide optimal service and achieve sales quotas.
• Engaged in conversations with customers to understand needs, resolve issues, and answer product questions.
• Coordinated with internal teams to ensure timely and successful delivery of solutions according to client needs.
• Maintained detailed records of customer interactions, transactions, and comments for future reference.
• Provided administrative support to the supervisor and staff.
• Other duties, as directed by the supervisor.