Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Alicia Kenerson

Worcester

Summary

Commited customer service professional with experience at UMass Memorial Health Care, excelling in medical assisting. Skilled in patient confidentiality, vitals, and medical record documentation. I committed to delivering exceptional patient care with a focus on teamwork and attention to detail.

Professional communicator with expertise in customer interactions and problem-solving. Adept at managing high volumes of calls, or patients, while ensuring customer satisfaction, and providing clear, concise information. Strong focus on team collaboration, adaptability to changing needs, and delivering consistent results. Key skills include active listening, conflict resolution, and efficient time management. Employers can rely on results-driven and money saving practices in order to deliver strong commitment to excellence and satisfaction.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Welcome Call Representative

UMass Memorial Health Care
10.2013 - 07.2015
  • Answered inbound customer service calls to assist with questions, concerns or problems.
  • Maintained up-to-date knowledge of products, services, and policies to provide accurate information to customers during calls.
  • Delivered exceptional customer experiences while adhering to strict compliance guidelines set forth by the organization.
  • Enhanced call center productivity by effectively managing high call volumes and maintaining a professional demeanor.
  • Achieved service level goals by consistently meeting or exceeding key performance indicators for call quality, handle time, and availability.
  • Supported new hires through mentoring activities, fostering a positive work environment that encouraged continuous improvement.
  • Attended training to stay up to date with new products and service offerings.
  • Improved customer satisfaction by efficiently handling inquiries and resolving concerns in a timely manner.

Medical Assistant

Umass Medical University Benedict
07.2008 - 02.2009
  • Sanitized, restocked, and organized exam rooms and medical equipment.
  • Obtained client medical history, medication information, symptoms, and allergies.
  • Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
  • Performed medical records management, including filing, organizing and scanning documents.
  • Maintained a safe and clean clinical environment by adhering to infection control guidelines and disposing of biohazardous waste properly.
  • Maintained strict adherence to infection control protocols by following proper sterilization techniques for medical equipment.
  • Aided in accurate diagnoses by performing laboratory tests and preparing specimens for analysis.
  • Supported patient well-being, providing empathetic care and addressing concerns with sensitivity.
  • Performed EKGs and other diagnostic tests, contributing to accurate and timely diagnoses.
  • Obtained and documented patient medical history, vital signs and current complaints at intake.

Home Health Aide

Stavros Center For Independent Living
01.2004 - 09.2006
  • Maintained a clean and safe home environment for patients, reducing falls and accidents.
  • Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.
  • Performed light housekeeping duties including laundry linen changes sweeping vacuuming and mopping ensuring a clean and organized living space for patients.
  • Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
  • Improved patient well-being by providing compassionate and attentive personal care.
  • Traveled to clients' homes to complete healthcare services and promote continuity of care.
  • Monitored client health by performing routine pulse, temperature and blood pressure checks.
  • Safely transferred patients using appropriate equipment such as Hoyer lifts or gait belts minimizing injury risks.
  • Provided transportation and appointments management.
  • Administered medications as prescribed, ensuring proper dosage and timely administration for optimal health outcomes.
  • Prevented pressure ulcers through frequent repositioning and regular skin assessments, maintaining patient comfort while reducing complications.

Education

Certificate - Phlebotomy

Fieldstone School
Worcester, MA
04-2025

Certificate - Medical Assistant

Salter College
West Boylston, MA
09-2007

GED -

Grafton Job Corp
North Grafton Ma
03-2003

Skills

  • Customer service
  • Goal oriented
  • Customer correspondence
  • Account management
  • Account security
  • Account documentation
  • CRM software
  • Call handling
  • Resolving issues
  • Call center experience
  • Quality assurance
  • Teamwork
  • Time management
  • Attention to detail
  • Multitasking
  • Script adherence

Certification

  • Certified [Plebotomist, [Fieldstone School - December 2024-April 2025

Timeline

Welcome Call Representative

UMass Memorial Health Care
10.2013 - 07.2015

Medical Assistant

Umass Medical University Benedict
07.2008 - 02.2009

Home Health Aide

Stavros Center For Independent Living
01.2004 - 09.2006

Certificate - Phlebotomy

Fieldstone School

Certificate - Medical Assistant

Salter College

GED -

Grafton Job Corp

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Alicia Kenerson