ALICE F BROWN
Marietta,GA
Summary
Healthcare professional and home companion with strong history of providing support to clients and patients within business environments to deliver comprehensive administrative assistance. Providing knowledge of clerical tasks, project support, scheduling, time management, assignment prioritization and customer service. Quickly resolving issues, handling conflicting priorities, remaining flexible and striving to exceed organizational goals.
Overview
34
34
years of professional experience
Work History
Patient Service Representative
Metroderm, P.C
Lilburn, GA And Hiram, GA
09.2019 - Current
- Answered incoming calls, scheduled appointments and filed medical records.
- Input referral data and information onto referral log spreadsheet after scheduling new patients or existing patient appointment.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Verified insurance eligibility and coverage for patients.
- Entered patient demographic and insurance data into electronic medical record system.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Verified patient insurance eligibility and entered patient information into system.
- Provided excellent customer service to patients and medical staff.
- Greeted and assisted patients with check-in procedures.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Managed patient registration process, confirming data accuracy and completeness.
- Built and maintained positive working relationships with patients and staff.
- Took copayments and compiled daily financial records.
- Assisted patients in filling out check-in and payment paperwork.
- Followed document protocols to safeguard confidentiality of patient records.
- Trained new staff on filing, phone etiquette and other office duties.
- Facilitated communication between patients and various departments and staff.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Used EMA to schedule appointments.
- Handled customer service inquiries in person, via telephone and through email.
- Responded to inquiries by directing calls to appropriate personnel.
- Delivered support to medical staff in completion of patient paperwork.
- Compiled and maintained patient medical records to keep information complete and up to date.
- Balanced deposits and credit card payments each day.
- Resolved customer complaints using established follow-up procedures.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Current keyholder to open and close practice daily.
Private Duty Home Health Aide
Valerie Kareem
Lawrenceville, GA
08.2009 - 09.2019
- Lift client with standing, walking and getting in and out of wheelchair.
- Assist with exercises and stretches with client for daily wellbeing.
- Administer client's daily medication.
- Travel with client for vacation and emergency purposes.
- Stay overnight with client when spouse travels out of town for business purposes.
- Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Provided mobility assistance such as walking and regular exercising.
- Traveled to clients' homes to complete healthcare services and promote continuity of care.
- Assisted disabled clients to support independence and well-being.
- Administered medication as directed by physician.
- Transported clients for medical and personal outings.
- Monitored changes in clients' conditions to report concerns to supervisor.
- Assisted clients with living independently through skill-building and mentoring in areas such as housekeeping adaptations and preparation of healthy meals.
- Completed entries in log books, journals, and care plans to accurately document and report patient progress.
- Encouraged patients to participate in safe physical activity to help boost mood and improve overall wellness.
- Communicated regularly with clients' families to provide updates on health and wellbeing.
- Provided direct personal care and administrative services to clients.
- Followed nutritional plans to prepare optimal meals.
- Provided transportation and appointments management.
- Helped clients with managed home care, ensuring efficacy of care by monitoring health status.
- Monitored client health by performing routine pulse, temperature and blood pressure checks.
- Developed rapport to create safe and trusting environment for care.
- Offered patients and families emotional support and instruction in preparing healthy meals, independent living, and adaptation to disability or illness.
- Scheduled and coordinated medical appointments.
- Administered medications in accordance with doctor's instructions.
- Utilized universal precautions and infection control principles in all aspects of care.
- Developed individual care plans for clients based on specific needs.
- Supported families through difficult times by offering emotional support and education on important care tasks.
- Directed patients in simple prescribed exercises to assist with daily physical therapy routines.
- Documented vital statistics and coordinated with health care providers.
- Improved patients' comfort with massage and application of topical treatments.
- Constructed cognitively stimulating activities.
- Developed and implemented care plans for clients.
- Trained new staff members on best practices for home health care.
Customer Service Representative
Shaw Industries
Calhoun, GA And Cartersville, GA
09.1989 - 01.2009
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Updated account information to maintain customer records.
- Investigated and resolved customer inquiries and complaints quickly.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Responded to customer requests for products, services, and company information.
- Delivered prompt service to prioritize customer needs.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Maintained up-to-date knowledge of product and service changes.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Responded proactively and positively to rapid change.
- Participated in team meetings and training sessions to stay informed about product updates and changes.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Promptly responded to inquiries and requests from prospective customers.
- Provided primary customer support to internal and external customers.
- Trained new personnel regarding company operations, policies and services.
- Cross-trained and provided backup support for organizational leadership.
Education
Bachelor of Science - Early Childhood Education
Tennessee State University
Nashville, TNBachelor of Science - Health Care Administration
Southern New Hampshire University
Hooksett, NH12.2024
Medical Billing and Coding Certificate: Medical Billing and Coding/Admin -
Chattahoochee Technical College
Acworth, GA06.2010
No Degree - Office Education
Smith County Vocational School
Gordonsville, TN05.1983
High School Diploma -
Smith County High School
Carthage, TN05.1983
Skills
- Knowledge of basic dermatology terminology, insurance terminology
- Ability to work within high volume medical office and remain calm and professional
- Maintains pleasant demeanor and presents positive and warm presence with patients
- Speaks with a warm tone and smile
- Ability to multitask
Timeline
Patient Service Representative
Metroderm, P.C
09.2019 - Current
Private Duty Home Health Aide
Valerie Kareem
08.2009 - 09.2019
Customer Service Representative
Shaw Industries
09.1989 - 01.2009
Bachelor of Science - Early Childhood Education
Tennessee State University
Bachelor of Science - Health Care Administration
Southern New Hampshire University
Medical Billing and Coding Certificate: Medical Billing and Coding/Admin -
Chattahoochee Technical College
No Degree - Office Education
Smith County Vocational School
High School Diploma -
Smith County High School