Andrea Sorenson
Summary
Dedicated customer service professional, bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Detail-focused, using critical thinking to provide good judgement, explanation and interpretation of data.
Overview
34
34
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Instacart, Uber Eats Delivery
11.2022 - Current
- Customer service for very busy, well-known delivery service
- Handled customer inquiries and suggestions courteously and professionally.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Interact with a variety of customers providing a smile and excellent service for their needs
- Technology skills and critical thinking.
Physician Assistant
Clean Slate Centers
05.2022 - 10.2022
- Engage with patients with opioid use disorder or alcohol use disorder, looking for medically assisted treatment with Suboxone, Vivitrol and other medications
- Visits are 15-30 minutes with therapy and medication
- 25-35 visits/day
- Requires X-waiver to DEA license.
- Ordered and interpreted diagnostic testing to confirm diagnosis and implement accurate treatment plans.
- Ordered and executed various tests, analyses, and diagnostic images to provide information on patient condition.
- Exhibited excellent problem-solving skills when encountering complex medical cases, collaborating with physicians and other healthcare professionals to determine the most appropriate course of action for optimal patient outcomes.
- Streamlined clinic workflow by collaborating closely with physicians, nurses, and support staff.
- Enhanced patient satisfaction through effective communication and empathetic bedside manner.
- Ensured accurate diagnoses by ordering appropriate diagnostic tests and interpreting results efficiently.
- Optimized time management skills to prioritize urgent cases while maintaining high-quality care for all patients.
Physician Assistant
SSM/Dean Health
11.2017 - 12.2021
- Assessed patients of any age presenting for health care obtaining a personal medical history, conducted physical examinations to assess patients' health and current condition for optimal treatment. Prescribes appropriate pharmacologic and non-pharmacologic treatment modalities to improve overall health and wellness.
- Planed for patient care by making comprehensive clinical decisions based on advanced diagnostic skills and professional judgment, reviewing results of diagnostic tests, imaging and procedures, developing and implementing a treatment plan for the patient and/or family, and providing a wide range of interventions required to effect change.
- Performed therapeutic procedures such as injections, immunizations, and infection management.
- Promoted preventive healthcare measures by administering vaccinations and conducting routine screenings for common conditions such as hypertension, diabetes, and high cholesterol levels.
- Managed chronic conditions by monitoring patient health and treatment plan progress to make necessary adjustments in care.
- Exhibited excellent problem-solving skills when encountering complex medical cases, collaborating with physicians and other healthcare professionals to determine the most appropriate course of action for optimal patient outcomes.
- Rapidly analyzed and responded to critical situations such as cardiovascular, abdominal, and neurological in emergency situations.
- Maintained effective methods of formal and informal communication with staff so that dissemination of information/administrative decisions were conveyed in a positive and supportive manner; motivated and supported staff to achieve department/contractual goals and operational benchmarks
- Facilitated the patient's transition within and between health care settings, e.g admitting, transferring, and discharging patients.
- Collaborated with multidisciplinary team members by making appropriate referrals to other appropriate community healthcare facilities, agencies and resources.
- Provided compassionate care during end-of-life situations, offering emotional support to both patients and their families.
- Facilitated staff, patient and family decision making by providing educational tools, communication and an empathetic bedside manner.
- Evaluated practices associated with specialty area, define needs/problems with patient care and makes constructive suggestions that creates a positive patient outcome.
- Optimized time management skills to prioritize urgent cases while maintaining high-quality care for all patients.
- Maintained compliance with all regulatory requirements related to clinical operations, contributing to successful audit outcomes each year consistently.
- Maintained patient confidentiality and adhered to HIPAA regulations.
- Reduced hospital readmissions with diligent follow-up care and comprehensive discharge instructions.
- Mentored newly hired Physician Assistants within the practice, helping them acclimate to their roles effectively while fostering a collaborative work environment.
- Assisted in research initiatives through data collection and analysis, contributing to evidence-based practice improvements within the clinic setting.
- Participated in ongoing professional development activities to remain current on industry advancements, applying new knowledge to improve patient care practices continually.
- Demonstrated adaptability by providing coverage across various departments within the healthcare facility, including primary care, urgent care, and specialty clinics as needed.
- Researched industry innovations and emerging treatments to improve care delivery.
- Developed strong relationships with community resources such as home health agencies or rehabilitation centers to facilitate comprehensive post-hospitalization care plans for patients in need of additional services upon discharge from the hospital.
- Supported departmental goals by assisting with project management tasks such as tracking progress and updating status reports.
- Assisted in the preparation of company presentations, demonstrating strong proficiency in Microsoft Office Suite programs.
- Supported departmental goals by assisting with project management tasks such as tracking progress and updating status reports.
- Streamlined office procedures by implementing efficient filing systems and organizational tools.
- Organized team-building activities that fostered camaraderie and boosted overall employee morale within the organization.
- Compiled data for reporting purposes, showcasing strong analytical skills and accuracy in data entry tasks.
- Fostered a culture of continuous improvement by actively seeking feedback from colleagues on ways to enhance performance.
- Gained commendation from supervisors for exceptional attention to detail in handling administrative tasks.
- Demonstrated flexibility by effectively adapting to changing priorities while consistently meeting deadlines.
Professor
Madison College - South Campus
01.2020 - 12.2020
- Instructed/guided/educated allied health students in basics of anatomy, physiology and medical terminology.
- Follow a curriculum guideline with interpretation and design by myself. Ensured curriculum alignment with academic standards through regular course review and updates.
- Enhanced student understanding by designing interactive and engaging lectures.
- Demonstrated strong interpersonal and communication skills, resulting in clear subject matter discussion with students.
- Created dynamic learning environment that valued instructor and student interaction.
- Encouraged class discussions by building discussions into lessons, actively soliciting input, asking open-ended questions and using techniques to track student participation.
- Evaluated student progress using both formative and summative assessments to provide targeted feedback for continuous improvement.
- Shifted between informal and formal methods of teaching to create multi-layered web of learning incorporating experiments, practical activities, discussions, and projects into lessons.
- Graded quizzes, tests, homework, and projects to provide students with timely academic progress information and feedback.
- Instructed and evaluated students in classroom in alignment with college mission by incorporating innovative teaching and learning strategies.
- Created materials and exercises to illustrate application of course concepts.
- Created excitement and enthusiasm in classroom by delivering engaging subject matter.
- Increased course relevance by incorporating real-world examples and case studies into lesson plans.
- Graded tests and assignments and uploaded to school database.
- Established and maintained inclusive, collegial and collaborative culture within classroom.
- Maintained regular office hours to provide struggling students with additional course help.
- Provided students with constructive, encouraging and corrective feedback.
- Developed innovative teaching methods tailored to diverse learning styles, enhancing student comprehension and success rates.
- Used different learning modes and types of technology to engage students in achieving learning outcomes.
- Advised students on academic planning, career goals, internships, research opportunities, and graduate school applications to foster successful outcomes post-graduation.
- Implemented effective time management strategies while balancing teaching responsibilities with physician assistant position.
Physician Assistant
Primary Care of Central Florida/Central Florida Inpatient Medicine
09.2014 - 10.2017
- September 2015 through October 2017, Part of on-call staff for Central Florida's largest hospitalist/adult medicine group. Analyzed patient condition and needs of facility staff to devise proper course of action and implementation of further care.
- Prior to September 2015, patient care provided in patients' homes, skilled nursing facilities and assisted living facilities. Responsibilities include but not limited to: Contributed to physician's effectiveness by identifying short-term and long-range patient care issues that must be addressed; provided information and commentary pertinent to deliberations; recommended options and courses of action; implemented physician practice directives.
- Patients and families had 24 hour access to me.
- Remainder of responsibilities as described under SSM.
Physician Assistant
CFP Physician's Group
08.2006 - 08.2014
- Provided patient care for patient in skilled nursing facilities for hospital rehabilitation and long-term care, as well as patients in assisted living facilities.
- Covered 23 facilities with daily visits and on-call.
- Exhibited excellent problem-solving skills while encountering complex medical cases, collaborated with physicians and other healthcare professionals to determine the most appropriate course of action for optimal patient outcomes.
- Streamlined workflow by collaborating closely with hospital physicians, nurses, and extensive support staff.
- Remainder of responsibilities as described under SSM.
Physician Assistant
Central Florida Inpatient Medicine
10.2005 - 08.2006
- Focus on Skilled Nursing and Assisted Living facilities
- On-Call for largest hospitalist and long-term care practice in Central Florida
- Please refer to SSM for remainder of responsibilities.
Physician Assistant
Collier Boulevard Medical Center - Dr. Vera Robert, DO
05.2004 - 10.2005
- Part of a single-physician practice with input in all practice decisions including billing, financial, staffing and medical care.
- Remainder of responsibilities as described under SSM.
Medical Assistant/Physician Assistant trainee (pending state licensure)
Dr. Zannos Grekos, MD
07.2003 - 04.2004
- Initial work-up or patients, vitals, chief complaint, H&P and preliminary physical exam, review of labs and testing with patients, including interpretation and explanation of stress tests, ultrasounds and other forms of imaging
- Formulation of differential diagnosis, assessment and plan
- Presentation of patient to Doctor or Physician Assistant
- All invasive work not deemed job responsibility of MA done with direct supervision of doctor or PA.
Box office manager
Barbara B. Mann PAH
01.1990 - 01.2000
- Multiple positions in the Performing Arts industry
- Improved box office efficiency by streamlining ticketing processes and implementing user-friendly software.
- Ensured accessibility for all patrons, incorporating ADA-compliant practices and accommodating special requests to make events inclusive and enjoyable for everyone.
- Leveraged technology advancements to improve the overall customer experience in purchasing tickets and attending events.
- Organized staff schedules by taking into account employee availability work preferences balancing these factors alongside business needs.
- Established strong relationships with key stakeholders including promoters, vendors, and venue partners to enhance collaboration efforts.
- Addressed customer concerns promptly, resulting in high satisfaction ratings from patrons attending events.
- Utilized Ticketmaster and Microsoft Office to generate performance reports, accurately documenting projected sales and attendance.
- Streamlined communication between different departments within the organization leading to improved operational efficiency during peak periods such as holidays or popular show seasons.
- Maintained accurate financial records for all transactions related to ticket sales, refunds, exchanges, fees, and commissions involved in the business process.
- Analyzed sales data to identify trends and optimize ticket pricing for maximum revenue generation.
- Reduced wait times at the box office window by introducing online pre-sales and mobile ticketing options.
- Collaborated with event organizers to ensure successful coordination of ticket sales and venue logistics.
- Communicated with subscribers to exchange, upgrade, renew and purchase tickets.
- Oversaw recruitment hiring processes including interviewing potential candidates evaluating their qualifications before selecting suitable individuals join our team members achieve success together.
- Analyzed current and past event sales to assist in determining future marketing strategies.
- Enhanced patron loyalty through personalized outreach efforts tailored towards specific demographics based on previous attendance patterns.
- Arranged delivery of tickets for bulk orders and non-local customers by printing tickets for delivery, shipping via carriers and communicating with buyers to inform of delivery status.
- Continuously evaluated industry best practices to ensure compliance with relevant laws regulations while also staying competitive within the market environment.
- Increased overall sales with targeted marketing strategies and promotional campaigns.
- Collaborated with marketing department to brainstorm methods to upsell tickets to various shows to extract data for email blasts and mailing lists.
- Implemented effective inventory management systems to maintain accurate records of ticket availability and sales.
- Developed comprehensive staff training programs, enhancing team productivity and performance.
- Trained and motivated ten-person box office staff and volunteers to maximize ticket sales and facilitate distribution of information regarding shows and performances.
- Managed daily operations for smooth box office functioning, ensuring excellent customer service.
- Led a team of box office employees by providing clear expectations, feedback, and support for professional growth.
- Coordinated special promotions or group discounts, attracting new audiences to performances and events.
- Balanced cash owed against number of tickets bought and took payment in exchange for ticket sales.
- Printed tickets, checking accuracy of date, time and seat numbers before giving to customers.
- Assisted customers in choosing seats, guiding and recommending options via seating map.
- Created and maintained reports of sold tickets and payments received.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Managed senior-level personnel working in marketing and sales capacities.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
Customer Service Supervisor
Ticketmaster
01.1990 - 01.2000
- see BBM PAH
Broadway/Off-Broadway/Sports Stadiums/Special Events Client Representative
Ticketmaster
01.1990 - 01.2000
- See BBM PAH
Education
Bachelors of Science - Physician Assistant -
D'Youville College
Buffalo, NY05.2003
Associate in Arts - Arts Management/Business -
Florida SouthWestern State College
Fort Myers, FL05.1992
College preparatory classes -
Cypress Lake High School
Fort Myers, FL06.1988
Skills
- Critical Thinking/Active Listening
- Problem-solving abilities
- Data research, collection, analyzing and interpretation
- Excellent oral and written communication
- Customer Relations/Conflict Resolution
- Call center experience/client relations
- Education/training
- Computer Proficiency
- Money handling abilities
- Electronic Medical Record use with EPIC, All Scripts and Dr Chrono and several others
Affiliations
- AAPC
Certification
- CPC-A - Certified Professional Coder-apprentice
Languages
Spanish
Limited Working
French
Limited Working
Timeline
Customer Service Representative
Instacart, Uber Eats Delivery
11.2022 - Current
Physician Assistant
Clean Slate Centers
05.2022 - 10.2022
Professor
Madison College - South Campus
01.2020 - 12.2020
Physician Assistant
SSM/Dean Health
11.2017 - 12.2021
Physician Assistant
Primary Care of Central Florida/Central Florida Inpatient Medicine
09.2014 - 10.2017
Physician Assistant
CFP Physician's Group
08.2006 - 08.2014
Physician Assistant
Central Florida Inpatient Medicine
10.2005 - 08.2006
Physician Assistant
Collier Boulevard Medical Center - Dr. Vera Robert, DO
05.2004 - 10.2005
Medical Assistant/Physician Assistant trainee (pending state licensure)
Dr. Zannos Grekos, MD
07.2003 - 04.2004
Box office manager
Barbara B. Mann PAH
01.1990 - 01.2000
Customer Service Supervisor
Ticketmaster
01.1990 - 01.2000
Broadway/Off-Broadway/Sports Stadiums/Special Events Client Representative
Ticketmaster
01.1990 - 01.2000
Bachelors of Science - Physician Assistant -
D'Youville College
Associate in Arts - Arts Management/Business -
Florida SouthWestern State College
College preparatory classes -
Cypress Lake High School