Amelia Yates
Genesis Rehabilitation Center
RIORANCHO,NM
23
years of professional experience
Compassionate professional with experience as a Certified Nursing Assistant and Call Representative. Skilled in delivering customer service, effectively communicating with patients and clients, and resolving concerns with professionalism. Maintains calm under pressure, actively listens, and builds positive relationships while ensuring confidentiality. Organized and dedicated to providing respectful and efficient service.
Work History
Certified Nursing Assistant
6 Years 10 Months- Monitored vital signs and reported changes in patient conditions to healthcare team promptly.
- Provided high-quality patient care by assisting with daily living activities and personal hygiene needs.
- Assisted nursing staff in implementing individualized care plans for diverse patient populations.
- Trained and mentored new staff on best practices for patient care and safety protocols.
Certified Nursing Assistant
7 Months- Advocated for patients' needs, fostering effective communication between patients, families, and healthcare providers.
- Collaborated with interdisciplinary teams to enhance patient outcomes and streamline care processes.
- Implemented infection control measures, contributing to a safe environment for patients and staff.
- Maintained accurate medical records, ensuring compliance with health regulations and facility policies.
CNA/Front Desk Receptionist
2 Years 7 Months- Provided compassionate patient care, ensuring comfort and safety during daily activities.
- Monitored vital signs and reported changes to healthcare team, supporting timely interventions.
- Assisted nursing staff with medical procedures, enhancing workflow efficiency and patient outcomes.
- Trained new staff on patient care protocols, fostering a collaborative work environment.
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Promoted independence in patients through walking exercises or assisting them with mobility devices like walkers or wheelchairs.
- Built rapport with patients and families, providing emotional support during difficult times.
Call Center Representative
2 Years 7 Months- Improved customer satisfaction ratings through empathetic communication and problem-solving skills.
- Resolved customer inquiries effectively using CRM software and knowledge base systems.
- Provided accurate information regarding product features, services, and troubleshooting steps.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
CNA
8 Years- Administered daily patient care, including hygiene, mobility assistance, and vital signs monitoring.
- Collaborated with nursing staff to develop and implement individualized care plans for patients.
- Documented patient progress and communicated effectively with healthcare team regarding changes in condition.
- Trained new nursing assistants on protocols, safety procedures, and best practices in patient care.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Prevented pressure ulcer development through frequent turning, repositioning of patients, and diligent skin assessments.
CNA
2 Years 5 Months- Provided compassionate care to residents, ensuring comfort and dignity during daily activities.
- Monitored and documented vital signs, maintaining accurate health records for review.
- Assisted nursing staff with patient assessments, contributing to individualized care plans.
- Streamlined daily routines, increasing efficiency in resident care delivery processes.
- Assisted patients with daily living activities for enhanced comfort and well-being.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
Call Center Representative
1 Year 9 Months- Analyzed call data to identify trends and recommend improvements in service delivery processes.
- Led team meetings focused on performance improvement strategies and shared best practices among peers.
- Implemented feedback mechanisms to enhance service quality based on customer experiences and needs.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Maintained detailed records of customer interactions, streamlining communication efforts between various departments.
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
Education
High School Diploma
CNA - CNA
Skills
Direct patient care
Patient care
Recording vital signs
Patient support
Medical records management
HIPAA compliance
Electronic charting
Emotional support
Reliable team player
Patient record management
Technical Support
Care documentation
Insurance verification
Accounting updates
Payment Processing
Patient communication
Compassionate communication
Timeline
Certified Nursing Assistant
Primetime Healthcare
08.2022 - 03.2023Read More
Certified Nursing Assistant
Genesis Rehabilitation Center
10.2019 - CurrentRead More
CNA/Front Desk Receptionist
NMMC Baldwyn Nursing Facility
12.2016 - 07.2019Read More
Call Center Representative
Asurion Iqor
04.2016 - 11.2018Read More
CNA
Chowtaw Resdential Center
01.2011 - 06.2013Read More
CNA
Neshoba County Genral Hospital
05.2008 - 05.2016Read More
Call Center Representative
Telephone Marketing Services
08.2003 - 05.2005Read More
EMCC
CNA from CNA
Read More
Kemper County High
High School Diploma
Read More