Amber Bailey
Republic,MO
Summary
Knowledgeable and dedicated customer service professional with experience in multiple industries. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.
Overview
23
23
years of professional experience
Work History
Clinical Research Coordinator
Clinvest Research
07.2020 - 07.2023
- Oversee the day to day operations of multiple clinical trials from start up to completion
- Enhanced patient safety by meticulously monitoring and documenting adverse events during clinical trials.
- Streamlined data collection processes for increased efficiency and accuracy in study results.
- Improved recruitment rates by developing and implementing effective patient outreach strategies.
- Maintained compliance with regulatory guidelines through rigorous documentation and protocol adherence.
- Facilitated clear communication between principal investigators, sponsors, and study participants for seamless trial execution.
- Trained new team members on essential clinical research protocols and procedures, promoting a culture of continuous learning.
- Developed strong relationships with trial sponsors, ensuring ongoing collaboration and future project opportunities.
- Reduced data entry errors by implementing stringent quality control measures throughout the study lifecycle.
- Increased participant retention rates through proactive follow-up efforts and regular engagement activities.
- Directed site initiation visits, establishing key partnerships with local healthcare providers to facilitate successful trial implementation.
- Oversaw the management of investigational product supplies, ensuring appropriate storage conditions were maintained at all times for optimal efficacy during trials.
- Screened patient records, databases, and physician referrals to identify prospective candidates for research studies.
- Collected data and followed research protocols, operations manuals, and case report form requirements.
Advance Clinical Associate
GoHealth
04.2019 - 07.2020
- Provided high-quality patient care by maintaining up-to-date knowledge on clinical best practices through continuous professional development.
- Enhanced patient care by diligently transcribing physician-patient interactions during medical examinations.
- Improved clinical efficiency by maintaining accurate and up-to-date electronic health records for each patient encounter.
- Supported physicians with comprehensive chart documentation, assisting in the reduction of administrative burden.
- Assisted in medical procedures by preparing patient rooms, gathering equipment, and providing support to the providers.
- Promoted a positive clinic environment with excellent communication skills, teamwork initiatives, and attention to detail.
- Increased patient satisfaction scores through empathetic listening and compassionate bedside manner during intake.
Certified Medical Assistant
Mercy Clinic Neurology
08.2016 - 06.2019
- Improved patient satisfaction by providing efficient and accurate medical assistance during appointments.
- Reduced wait times for patients by maintaining an organized schedule and swiftly preparing examination rooms.
- Enhanced clinic efficiency by thoroughly documenting patient information and updating electronic health records.
- Provided compassionate care for patients, addressing their concerns and ensuring a positive experience.
- Streamlined communication between healthcare providers, facilitating timely treatment plans and decision making.
- Assisted physicians with various procedures, ensuring comfort and accuracy for optimal patient outcomes.
- Educated patients on preventative care measures, effectively reducing the risk of future health complications.
- Expedited insurance claims processing by verifying coverage details and submitting accurate documentation in a timely manner.
- Optimized inventory management, ordering supplies as needed while minimizing waste and adhering to budget constraints.
Personal Home Health Care Aide
Private Client
07.2014 - 10.2016
- Improved patient well-being by providing compassionate and attentive personal care services.
- Enhanced patient recovery time by assisting with prescribed exercises and administering medication as directed.
- Maintained a clean, safe home environment for patients through regular housekeeping tasks and adhering to hygiene protocols.
- Supported patients'' daily living activities such as bathing, dressing, grooming, and meal preparation to promote independence.
- Monitored patient vital signs regularly to detect changes in health status early on and report concerns promptly to healthcare professionals.
- Built strong relationships with patients and their families through open communication and empathetic listening skills.
Owner Support Service Representative
Wyndham Vacation Ownership
01.2013 - 10.2014
- Enhanced owner satisfaction by designing personalized vacation packages and itineraries.
- Enhanced owner satisfaction by addressing and resolving issues in a timely manner.
- Streamlined owner service processes for improved efficiency and reduced response times.
- Collaborated with cross-functional teams to enhance overall owner experience and satisfaction levels.
- Streamlined the booking process to ensure a hassle-free experience for owners.
- Improved upselling opportunities by identifying add-on services that aligned with owner preferences and budgets.
Receptionist / Acting Clinic Manager
Animal Care Center
07.2011 - 01.2013
- Streamlined front desk operations for increased efficiency by effectively managing phone calls, appointments and walk-in clients.
- Contributed to team success by cross-training in various administrative roles, providing backup support when necessary.
- Increased customer retention rates through exceptional communication skills and problem-solving abilities.
- Enhanced team performance by providing regular training and professional development opportunities.
- Completed onboarding new hires, facilitating a smooth transition into their roles and supporting employee retention efforts.
- Reduced employee overtime hours by optimizing shift schedules and workload distribution.
- Enhanced customer satisfaction with timely coordination of appointments.
RX Account Specialist / Customer Care Lead
Oakley International
09.2008 - 07.2011
- Support the Customer Care Team in day to day operations
- Handle and resolve escalated challenges or complaints and diffuse upset Accounts/Customers while being customer retention focused
- Work with Lab Supervisors as well as other departments on special handling of orders
- Provide support to Outside Sales Reps for escalated or specialized situations
- Monitor work flow throughout the day and act accordingly by adjusting projects and staffing to ensure desired service level goals are being met
- Provide training to new hires or promoted employees on all facets of their role in customer care tailored to their specific position
- Data entry of new accounts/customers, orders, returns into the CMS
Office Admin / Customer Service
Terminix International
08.2007 - 07.2008
- Answered all incoming phone calls and routed appropriately
- Date entry of new customers in our customer management system
- Scheduled service appointments for customers
- Handled all customer service issues with a focus on customer retention
- Made outbound collection calls and handled all accounts receivable issues
- Updated monthly profit and growth reports
- Developed spreadsheets for the branch manager needs
- Worked with the outside technicians when customers required specialized needs.
Customer Service Rep
T-Mobile USA
10.2006 - 07.2007
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Supported trainers in facilitating engaging workshops, improving overall participant satisfaction levels.
Receptionist/Medical Records Clerk
St. Johns Mercy Villa
08.2004 - 08.2006
- Provided support to the Office Manager in day to day operations of the facility
- Greeted and directed all visitors to the appropriate department or resident
- Kept resident files current by performing monthly audits on medical charts
- Developed nursing floor schedule and handled all staffing issues
- Updated monthly reports
- Other general office duties as required.
Activity Director
Joy Assisted Living
08.2002 - 08.2004
- Enhanced resident engagement by planning and executing diverse recreational activities tailored to individual interests and abilities.
- Boosted social interaction among residents through organizing regular events, outings, and group activities.
- Developed strong relationships with residents and their families, fostering a supportive community environment.
- Managed budgets effectively to ensure adequate resources were allocated for all planned activities and events.
- Ensured compliance with state regulations and facility policies by maintaining accurate documentation of activity programs.
- Published a monthly facility newsletter for the residents, staff and family members
- Lead monthly resident council meeting to address resident concerns and bring them to the attention of the Administrator
- Provided facility tours to inquiring families and answered any questions regarding the facility.
Certified Nurse Aide
Christian Health Care
02.2000 - 08.2002
- Improved patient comfort by providing compassionate and attentive care.
- Assisted nursing staff with daily tasks for increased efficiency in patient care.
- Monitored vital signs and reported changes to nurses for timely intervention.
- Facilitated patient transfers and repositioning, ensuring safety and comfort.
- Maintained clean and organized living spaces for patients to promote a healthy environment.
- Developed strong rapport with patients and families, fostering trust and open communication.
Education
Medical Assistant Certificate - Medical Assisting
Everest College - Springfield
Springfield, MO05.2016
Skills
- Data Analysis
- Meeting Coordination
- Project Management Abilities
- Promotional Support
- Training Development
- Customer Account Management
- Sales Expertise
- CRM Software
- Customer Consulting
- Quality Control
- Active Listening
- Multi-Line Telephone Operation
- Critical Thinking
- Administrative Support
- Conflict Mediation
- Lead Generation
- Schedule Mastery
- Lead Qualification
- Data Verification
- Brand Promotion
- Client Needs Assessment
- Professional Relationships
- Time Management
- Cold Calling
- Customer Conflict Resolution
- Data Entry Expertise
- Appointment Booking
- Customer Rapport
References
Available upon request
Timeline
Clinical Research Coordinator
Clinvest Research
07.2020 - 07.2023
Advance Clinical Associate
GoHealth
04.2019 - 07.2020
Certified Medical Assistant
Mercy Clinic Neurology
08.2016 - 06.2019
Personal Home Health Care Aide
Private Client
07.2014 - 10.2016
Owner Support Service Representative
Wyndham Vacation Ownership
01.2013 - 10.2014
Receptionist / Acting Clinic Manager
Animal Care Center
07.2011 - 01.2013
RX Account Specialist / Customer Care Lead
Oakley International
09.2008 - 07.2011
Office Admin / Customer Service
Terminix International
08.2007 - 07.2008
Customer Service Rep
T-Mobile USA
10.2006 - 07.2007
Receptionist/Medical Records Clerk
St. Johns Mercy Villa
08.2004 - 08.2006
Activity Director
Joy Assisted Living
08.2002 - 08.2004
Certified Nurse Aide
Christian Health Care
02.2000 - 08.2002
Medical Assistant Certificate - Medical Assisting
Everest College - Springfield
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