Akira Stewart
Kissimmee,FL
Summary
Dependable Coordinator provides excellent office management and clinical administrative support. Possesses strong communication and interpersonal skills with demonstrated ability to manage competing priorities and meet deadlines. Creative problem solver with strong analytical and critical thinking skills.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Clinical Peer to Peer Coordinator
Turningpoint Healthcare Solutions
01.2020 - Current
- Coordinate Peer to Peer call between medical doctors
- Transcribing medical notes from peer-to-peer call.
- Enters updates to pertinent insurance data from fax into the computer system in a timely manner ensuring
- Responds to customer questions via telephone and written correspondence regarding medical case
- Documenting each case inquiry for tracking and analysis
- Develops and maintains positive customer relations and coordinates with various functions within the company to ensure customer requests and questions are handled appropriately and in a timely manner
- Responsible for meeting or exceeding quality and productivity expectations to ensure customer satisfaction
- Review and process incoming and outgoing clinical faxes
- Enters updates to pertinent insurance data from fax into the computer system in a timely manner ensuring accuracy, completeness, and adherence to department procedures
- Perform outbound calls to members, providers, and clients
Records Retrieval Manager/Office Manager
Advita, LLC
08.2019 - 01.2020
- Hire, train, and onboard new Call Center Agents as required to meet quotas
- Provide coaching and assistance to call center agents on an ongoing basis
- Process weekly reports for submission to management
- Oversee and ensure conflict resolution between associates and customers
- Ensure that all employees follow the company’s best practices for call center management and operations
- Develop presentations and talks to motivate and educate call center agents
- Communicate company goals to associates so every employee understands his or her role
- Conduct periodic surveys of customers and potential customers to ensure quality control.
Team Leader
Convergys Corporation
06.2016 - 07.2019
- Maintains staff by recruiting, selecting, orienting, and training employees, developing personal growth opportunities
- Accomplishes staff job results by coaching, counselling, and disciplining employees; planning, monitoring, and appraising job results; conducting training; implementing enforcing systems, policies, and procedures
- Maintains safe and healthy work environment by establishing and enforcing organization standards, adhering to legal regulations
- Completes operations by assigning and monitoring work; gathering resources; implementing productivity standards; resolving operations problems; maintaining reference manuals; implementing new procedures
- Provides quality service by enforcing quality and customer service standards
- Maintains professional and technical knowledge by attending educational workshops, reviewing professional publications
- Contributes to team effort by accomplishing related results as needed.
Medical Assistant Intern
Florida Cardiology
10.2016 - 09.2017
- Administrative Duties: Using computer applications
- Answering telephones
- Greeting patients
- Updating and filing patient medical records
- Coding and filling out insurance forms
- Scheduling appointments
- Arranging for hospital admissions and laboratory services
- Handling correspondence, billing, and bookkeeping
- Clinical Duties: Taking medical histories
- Explaining treatment procedures to patients
- Preparing patients for examination
- Assisting the physician during exams
- Collecting and preparing laboratory specimens
- Performing basic laboratory tests
- Instructing patients about medication and special diets
- Preparing and administering medications as directed by a physician
- Authorizing prescription refills as directed
- Drawing blood
- Taking electrocardiograms
- Removing sutures and changing dressings.
Team Leader
Inktel Contact Center Solutions
08.2013 - 01.2016
- Assisted with managing the operational floor
- Monitored customer care representatives call behaviour patterns to ensure a productive environment
- Trained, coached, and developed customer care representatives through ongoing feedback and the establishment of performance expectation
- Developed weekly floor report and to keep agents on their statistics
- Assigned certain duties to customer care representatives, explaining how those duties are to be done (i.e
- What level of performance will meet the supervisor's expectations) and communicate how the successful performance of those duties will be measured
- Ensured customer care representatives are working within their job description and ensure customer services excellence is met by maintaining a positive attitude and enthusiasm character.
Customer Service Agent/Billing Agent
Saveology Call Center
02.2013 - 05.2013
- Catered to and meet the needs of customers including but not limited to the sale of merchandise
- Maintained an amicable and helpful disposition
- Provided outstanding customer service to every customer
- Answered billing inquiries and billed customer accounts for services.
Customer Service Agent
Global Response
01.2012 - 07.2012
- First point of contact for internal and external customers
- Liaised with customers daily providing assistance and information
- Received and distributed duty-free documents.
Customer Service Agent
Teleperformance USA Inc
01.2011 - 02.2012
- Received inbound calls from prospective buyers
- Generated sales leads from organizations looking to expand
- Followed up with customers on their current and pending orders.
Customer Service Associate/Work from home
Think Direct Marketing Group
06.2010 - 12.2011
- Responded to customer inquiries or complaints pertaining to a business product or service
- Contacted customers in response to an inquiry, comment or complaint
- Helped to make buying decisions by providing information or handling customer complaints.
Education
Bachelor of Science in Nursing -
AdventHealth University
Orlando, FL08.2024
Associate of Arts -
Valencia College
Orlando, FL05.2021
Diploma of Medical Assistant -
Florida Technical College
Orlando, FL01.2017
Skills
- Clinical Background/Vital Signs
- Team Lead
- Logistics
- Shift Supervisor
- Training
- Inventory
- Microsoft Office
- Management
- Team Building
- Excel
- Filing
Certification
Medical Assistant Diploma
Basic Life Support Certification
Timeline
Clinical Peer to Peer Coordinator
Turningpoint Healthcare Solutions
01.2020 - Current
Records Retrieval Manager/Office Manager
Advita, LLC
08.2019 - 01.2020
Medical Assistant Intern
Florida Cardiology
10.2016 - 09.2017
Team Leader
Convergys Corporation
06.2016 - 07.2019
Team Leader
Inktel Contact Center Solutions
08.2013 - 01.2016
Customer Service Agent/Billing Agent
Saveology Call Center
02.2013 - 05.2013
Customer Service Agent
Global Response
01.2012 - 07.2012
Customer Service Agent
Teleperformance USA Inc
01.2011 - 02.2012
Customer Service Associate/Work from home
Think Direct Marketing Group
06.2010 - 12.2011
Bachelor of Science in Nursing -
AdventHealth University
Associate of Arts -
Valencia College
Diploma of Medical Assistant -
Florida Technical College
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