Angel M. Thomas
Dolton,IL
Summary
Dedicated and highly skilled healthcare professional with over eighteen years of progressive experience in healthcare, office, and customer service environments with efficiency of handling over 200 patient inquires monthly which resulted in a 90% patient satisfaction rate and reducing delay in treatment. Adept at problem solving and multitasking in fast paced environments while providing superior service and dedication to patient care.
Proactive and goal-oriented professional with excellent time management and problem-solving skills. Known for reliability and adaptability, with swift capacity to learn and apply new skills. Committed to leveraging these qualities to drive team success and contribute to organizational growth.
Overview
15
15
years of professional experience
Work History
Patient Access and Care Team II
Advocate Aroura Health
Oak Brook
01.2024 - Current
- Provide Prompt responses to patient inquires ensuring high quality customer service maintaining a quality score exceeding 90% while achieving all performance metrics.
- Utilize CRM systems for systematic tracking of patient interaction and data and adhering to HIPPA regulations in managing patient information.
- Demonstrates empathy during complex calls enhancing trust among patients facilitating inclusive engagement with patients from various cultural backgrounds.
Patient Access and Care Team I
Advocate Aroura Health
01.2023 - 01.2024
- Obtained and verified demographic and insurance details to maintain accurate records.
- Evaluated patient needs to determine appropriate care levels for scheduling and triage while facilitating medication refill requests to appropriate physician clinical team.
- Assess emergent calls according to workflow ensuring prompt transfer to nursing team.
- Page providers and facilities as necessary to ensure continuous patient support.
- Worked effectively in fast-paced environments.
Guest Services Associate
Advocate Children’s Hospital
Oak Lawn
01.2022 - 01.2023
- Created positive first impressions by welcoming patient, visitors and associates courteously.
- Efficiently directed visitors and staff to relevant departments across the hospital facility.
- Conducted checks on visitor badges prior to granting access to secure patient areas.
- Leveraged EPIC system for accurate information dissemination and family assistance.
Entrance Screener
Advocate Children’s Hospital
Oak Lawn
01.2021 - 01.2022
- Fostered a welcoming atmosphere through warm greetings for patient’s families and visitors.
- Conducted Covid-19 screenings and implementing enforcement of mask policy to maintain safety standards.
- Guided visitors with precise information and directions.
Nursing Assistant HUC I
Advocate Christ Medical Center
Oak Lawn
01.2020 - 01.2021
- Ensured optimal comfort levels by providing comprehensive care on stroke unit.
- Partnered with multidisciplinary team to efficiently oversee patient concerns.
- Thoroughly tracked patient vital signs documenting temperature, pulse, respiration rate and blood sugars.
Wellness Administrative Assistant/ Life Enrichment Aid (CNA)
Victory Centre of River Oaks
Calumet City
01.2011 - 01.2020
- Strengthened resident support by employing coaching and encouragement to all Life Enrichment Aides.
- Guided new associates through onboarding process in Life Enrichment Aid program.
- Organized associate schedules to boost overall workflow efficiency.
- Supported resident well-being through advocacy of VIVA Philosophy across care dimensions.
Education
B.A. - Business Administration
Ashford University
Clinton, IA03.2012
CNA - Nursing Assisting Certification
South Suburban College
South Holland, IL2010
A.A.S - Medical Assisting
Roosevelt University
Orland Park, ILSkills
- Collaboration & Teamwork
- Time management & Professionalism
- Excellent interpersonal and communication skills
- EPIC & Microsoft office
- Customer and Service Oriented
- Attention to detail & Self-motivation
Timeline
Patient Access and Care Team II
Advocate Aroura Health
01.2024 - Current
Patient Access and Care Team I
Advocate Aroura Health
01.2023 - 01.2024
Guest Services Associate
Advocate Children’s Hospital
01.2022 - 01.2023
Entrance Screener
Advocate Children’s Hospital
01.2021 - 01.2022
Nursing Assistant HUC I
Advocate Christ Medical Center
01.2020 - 01.2021
Wellness Administrative Assistant/ Life Enrichment Aid (CNA)
Victory Centre of River Oaks
01.2011 - 01.2020
B.A. - Business Administration
Ashford University
CNA - Nursing Assisting Certification
South Suburban College
A.A.S - Medical Assisting
Roosevelt University