Alicia Hooks
Canton
Summary
Detail-oriented with extensive experience in healthcare and manufacturing environments. Skilled in troubleshooting, process improvement, and technical support. Strong foundational knowledge in document management, database systems, and compliance standards. Transitioning into computer and information science with a passion for optimizing information systems, improving workflows, and supporting data-driven decision-making.
Overview
15
15
years of professional experience
1
1
year of post-secondary education
1
1
Certification
Work History
Remote Patient Advocate
Henry Ford Health System
Detroit
10.2024 - 02.2026
- Assisted patients in navigating healthcare services and insurance processes.
- Educated patients about treatment options and care plans available at the facility.
- Collaborated with medical staff to address patient concerns and needs effectively.
- Coordinated patient referrals and follow-up appointments within the healthcare system.
- Documented patient interactions and feedback in electronic health records accurately.
- Advocated for patient rights and ensured access to necessary resources and support.
- Facilitated communication between patients and healthcare providers for better care continuity.
- Resolved patient complaints by analyzing issues and providing timely solutions.
- Provided emotional support to patients and their families during difficult times.
Laid off
N/A
Grand Rapids
02.2024 - 10.2024
- I was laid off for 8 months, before staring at Henry Ford Health
Technical Production Support
Praxis Packaging
Grand Rapids
12.2017 - 02.2024
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Provided technical support in a CGMP-compliant manufacturing environment, troubleshooting document errors using SharePoint and Oracle
- Resolved complex issues related to document management, EDI transactions, and workflows, ensuring compliance and efficiency.
Customer Support & Documentation Specialist
Maple Street Inc
Longwood
08.2011 - 11.2017
- Developed and maintained comprehensive documentation for internal processes and procedures.
- Collaborated with cross-functional teams to gather and organize project information.
- Reviewed and edited technical documents for clarity and consistency.
- Conducted virtual training sessions and gathered financial reports for operational insights.
Education
Associate of Applied Science - Computer And Information Sciences
Oakland Community College
Bloomfield Hills, MI 08.2025 - 02.2026
Skills
- Operating Systems: Unix/Linux, Windows
- Database & Software: Oracle, SharePoint, Epic Software, Microsoft Teams, Microsoft Office (Word, Excel, PowerPoint)
- Programming & Scripting: Basic SQL, scripting concepts (self-taught)
- Data Management & Troubleshooting: Document Management Systems, EDI, Transaction Error Handling
- Process Improvement & Compliance: Lean Manufacturing, FDA Compliance, CGMP Standards
- Customer Support & Technical Support: Call Center Operations, Issue Resolution, Knowledge Base Development
- Communication & Collaboration: Cross-Functional Teams, Virtual Training, Client Relations
Certification
- FDA Practices & Safety Compliance
- CGMP Certification
- Lean Manufacturing Principles
Timeline
Associate of Applied Science - Computer And Information Sciences
Oakland Community College
08.2025 - 02.2026
Remote Patient Advocate
Henry Ford Health System
10.2024 - 02.2026
Laid off
N/A
02.2024 - 10.2024
Technical Production Support
Praxis Packaging
12.2017 - 02.2024
Customer Support & Documentation Specialist
Maple Street Inc
08.2011 - 11.2017