Amy D. Hamilton
Coloplast
Pensacola,FL
18
years of professional experience
Experienced with patient needs assessment, care planning, and healthcare coordination. Utilizes strong communication and interpersonal skills to build trust and rapport with patients and families. Track record of managing confidential information and maintaining high standard of care.
Work History
Remote Continence Care Consumer Advisor
3 Years 3 Months- Respond to high-volume customer and healthcare provider inquiries via phone, email, and written correspondence while consistently meeting service-level expectations.
- Educate patients and clinicians on healthcare products, services, and program requirements.
- Document customer interactions accurately within CRM systems while maintaining high data quality standards.
- Resolve product concerns by researching issues, identifying appropriate solutions, and following established procedures.
- Build professional relationships with healthcare providers to improve customer satisfaction and service delivery.
- Collaborate closely with sales representatives and cross-functional teams to ensure seamless customer support.
- Train and support new staff,
- Utilized Microsoft Office Suite, Salesforce, and Genesys phone system to manage wrok processes.
Remote Customer Service Advocate
7 Months- Established trust and rapport with clients of Cigna employer group medical insurance plans, delivering empathetic support to resolve their issues.
- Resolved customer inquiries and issues efficiently through phone and online communication channels.
- Educated clients on healthcare policies, benefits, and claims processes to enhance understanding and satisfaction.
- Managed complex issues via phone, analyzed account data, policies, and collaborated with other departments to resolve questions.
- Deescalated challenging customer interactions and addressed unsatisfactory experiences, developing strategic solutions to resolve underlying issues.
- Met and exceeded company quality and productivity standards.
Remote Outsourced Operations Representative
7 Months- Representative for the MSK department of Geisinger Healthcare System of Pennsylvania.
- Promptly answered, screened, and processed inbound telephone inquiries and appointment scheduling. Ensured all patient issues were managed or directed to the appropriate department.
- Scheduled new, return, and post-op appointments. Triaged patient’s orthopedic issue, and prioritized patients to ensure correct appointment timing and practitioner.
- Coordinated usage of multiple software tools to enhance workflow., Epic EHR, and Microsoft Office Suite on a two-screen system.
- Delivered excellent customer service, consistently exceeding department service standards and metrics.
Travel RN Staff ICU
10 Months- Coordinated and managed comprehensive care for multiple patients, ensuring timely interventions and optimal recovery.
- Educated patients and families on conditions and preventive care, empowering them to make informed health decisions.
- Delivered comprehensive patient care in diverse clinical settings, ensuring adherence to best practices and protocols.
Staff R.N./Weekend Charge R.N., Cardiovascular ICU
2 Years 5 Months- Recovered open-heart and thoracic surgery patients, assessed conditions, and analyzed medical data to ensure optimal recovery.
- Assisted unit staff in transitioning to Cerner Electronic Medical Record (EMR), enhancing documentation accuracy and efficiency.
- Collaborated with health professionals to develop and revise tailored treatment plans, improving patient care outcomes.
Internship with Lana McKee, Patient Care Coordinator
4 Months- Educated newly diagnosed patients about treatment plan and available resources.
- Helped patients and family members with social services and payment assistance programs.
- Managed patient requirements and referrals to various clinical trials.
R.N. II, Special Care Unit
1 Year 7 Months- Provided experienced nursing care for the pediatric population in the step-down unit of a Level 1 teaching hospital.
- Identified patients’ age-specific needs and altered care plans as necessary.
Staff R.N., Surgical Trauma ICU, Level 1 Trauma Center
1 Year 6 Months- Delivered comprehensive care to critically ill and injured patients, ensuring adherence to best practices.
- Collaborated in daily rounds with Attending Surgeon, Nurse Manager, and unit Pharmacist to optimize patient treatment plans.
- Oversaw patient care and maintained accurate documentation using Epic EMR, enhancing communication among care team.
Agency Critical Care R.N.
2 Years- Filled night shift R.N. staffing needs in area St. Vincent’s facilities as directed.
- Adapted nursing care methods to critical care and step-down units with minimal orientation.
Staff R.N., Surgical ICU
4 Years 4 Months- Developed, reviewed, and evaluated unit and nursing practice protocols to maintain the facility’s Magnet status.
- Collaborated with interdisciplinary teams to develop effective care plans for diverse patient populations.
- Educated patients and families on treatment options, enhancing understanding and compliance with healthcare directives.
Education
Bachelor of Science - Nursing
GPA: 4.0
Associate Degree - Nursing
- Outstanding Student Award, Fall 2001
- Florence Nightingale Award, Fall 2001
- GPA: 3.7
Bachelor of Arts - Communications
Skills
Customer and Patient Support-
Clinical Customer Service
Motivational interviewing
Clinical decision-making
CRM and data entry
Healthcare Communication
Medical terminology
Critical thinking skills
Organizational skills
Time management
Problem resolution
Quality Assurance
Client confidentiality
Timeline
Remote Continence Care Consumer Advisor
Coloplast
05.2023 - 08.2026Read More
Remote Customer Service Advocate
Cigna Healthcare
08.2022 - 03.2023Read More
Remote Outsourced Operations Representative
T2 Flex Force LLC
01.2021 - 08.2021Read More
Travel RN Staff ICU
West Florida Hospital
11.2018 - 09.2019Read More
Internship with Lana McKee, Patient Care Coordinator
The University of Alabama at Birmingham, Comprehensive Cancer Center
08.2017 - 12.2017Read More
Staff R.N./Weekend Charge R.N., Cardiovascular ICU
St. Vincent’s Birmingham Hospital
06.2016 - 11.2018Read More
R.N. II, Special Care Unit
Children’s of Alabama
11.2014 - 06.2016Read More
Staff R.N., Surgical Trauma ICU, Level 1 Trauma Center
Huntsville Hospital
05.2013 - 11.2014Read More
Agency Critical Care R.N.
St. Vincent’s Staffing Solutions
02.2011 - 02.2013Read More
Staff R.N., Surgical ICU
The University of Alabama at Birmingham Hospital
05.2008 - 09.2012Read More
Auburn University
Bachelor of Arts from Communications
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Jefferson State Community College
Associate Degree from Nursing
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The University of Alabama at Birmingham
Bachelor of Science from Nursing
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