Summary
Overview
Work History
Education
Skills
Timeline
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Aliana Nikki Johnson Amoako

Southbridge,MA

Summary

Dynamic leader with a proven track record enhancing patient satisfaction and team performance. Expert in medical terminology and appointment scheduling, I excel in customer service and team collaboration. Elevated patient care and staff development, significantly boosting retention and efficiency.

Overview

6
6
years of professional experience

Work History

Health Care Customer Service Representatives

American Home Patient
07.2018 - 04.2024
  • Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
  • Booted customer retention by promptly handling complaints and providing appropriate solutions
  • Expedited service times with effective triage of incoming calls, directingpatients to the correct department or resource.

  • Facilitated smooth communication between patients, insurance companies,
  • and medical staff for seamless coordination of care.
  • Maintained accurate records of customer interactions, ensuring proper
  • documentation within the company''s database.
  • Streamlined appointment scheduling process by utilizing advanced
  • software tools, optimizing time management for both patients and medical
  • professionals.
  • Delivered exceptional support during high call volume periods by
  • maintaining composure and professionalism under pressure.

Resident Care and Services Director

Care At Home Services
06.2022 - 02.2024
  • Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
  • Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
  • Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
  • Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.
  • Managed budgets effectively to ensure optimal use of resources while maintaining financial stability.

Supervisor of Care

Guardian Angels Care Center
09.2019 - 05.2022
  • Mentored junior staff members on best practices in patient care delivery techniques, fostering professional growth within the team.
  • Managed daily operations by overseeing care delivery processes, ensuring high-quality service provision.
  • Implemented safety measures to ensure compliance with industry regulations, reducing workplace accidents and incidents.
  • Increased staff retention through proactive conflict resolution and fostering a positive work environment.
  • Coordinated staff training to improve overall performance and promote professional development.
  • Monitored patient progress closely, adjusting care plans as needed based on individual assessments and evaluations from medical professionals.
  • Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.

Education

Associate Degree In Nursing - Health

The Ohio State University
Columbus, OH

Skills

  • Medical terminology knowledge
  • Appointment Scheduling
  • Patient confidentiality
  • Call center experience
  • Data entry proficiency
  • Customer Service
  • Team Collaboration
  • Flexible Schedule
  • Work Prioritization
  • Teamwork and Collaboration
  • Conflict resolution

Timeline

Resident Care and Services Director

Care At Home Services
06.2022 - 02.2024

Supervisor of Care

Guardian Angels Care Center
09.2019 - 05.2022

Health Care Customer Service Representatives

American Home Patient
07.2018 - 04.2024

Associate Degree In Nursing - Health

The Ohio State University

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Aliana Nikki Johnson Amoako