Angela Davis
Atlanta,GA
Summary
Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Customer Service Representative I
Kaiser Permanente
03.2022 - Current
- MManaged 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.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Premium Billing, Medicare, Service Billing, KANA, Benefits trained, Grievances
- Managed approximately 30-50 incoming calls
Lead Unit Secretary
Wellstar Kennestone Hospital
01.2013 - Current
- Works with Emergency Department staff to maintain patient flow
- Provide assistance to patients and families
- Works with physicians to accurately input patient information and collect data as needed
- Handle all administrative duties including patient support, education, and resources upon discharge.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Assisted nursing staff with patient care, ensuring timely completion of tasks and improved patient satisfaction.
- Maintained a clean, organized work environment for optimal efficiency in the delivery of patient care services.
Lead Unit Secretary/Resource Development
Coliseum Hospital
01.2007 - 01.2013
- Lead the unit, having more than 30 beds and 20 physicians at one time
- Handled all incoming orders, outgoing labs, transcriptions, and specialty requisitions
- Managed schedule for at least 5 other unit secretaries
- Maintained all records, files, and documents with care
- Paid particular attention to detail and completed all work in a timely manner
- Provided resources to Cardiovascular patients being discharged from unit
- Resources included nutritionist, Cardiac Rehab information per MD, health counseling, etc.
- Assisted nursing staff with patient care, ensuring timely completion of tasks and improved patient satisfaction.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Managed incoming calls and directed to appropriate department.
- Maintained a clean, organized work environment for optimal efficiency in the delivery of patient care services.
Unit Secretary
Medical Center of Central
01.2003 - 01.2007
- Transcribed all MD orders
- Assisted all patients and their families with needs
- Lead all units with detail-oriented work ethic
- Monitored telemetry for more than 20 patients
- Answered all incoming calls, maintained all patient records, and completed daily reports.
- Assisted nursing staff with patient care, ensuring timely completion of tasks and improved patient satisfaction.
- Maintained a clean, organized work environment for optimal efficiency in the delivery of patient care services.
Education
Pre-Nursing
Georgia Military College
Milledgeville, GA05.2008
Criminal Justice
Central Georgia Technical College
Macon, GA05.2003
Skills
- More than 21 years of experience in the medical field Proficient in medical terminology, medical coding, and administrative operations Expert in scheduling, monitoring staff workload, and producing reports daily Resource development and patient education Experts on the following specialty floors: Medical/Surgical - 30 beds - more than15 physicians, Cardiovascular Intensive Care - 20 beds - more than 20 physicians, Labor & Delivery - 10 beds - approx 10 physicians, Cardiac Rehab/Step Down unit - 30 beds - more than 15 physicians, Medical/Surgical Intensive Care 20 beds - more than15 physicians, Pediatric Intensive Care - 15 beds - approx 10 physicians All floors are fast-paced and high intensity level patient care areas Expeditiously handled all floor operations for 12 hours shifts and met hard deadline consistently Successfully completed training in areas of patient care, telemetry monitoring, floor administrative assistant, and clinical technician
Certification
- Certified Cardiac Monitor Technician (12/03)
- Certified Medical Receptionist (10/03)
- Certified Nursing Assistant (10/03)
Technology Skills
- Type 65 WPM
- Proficient in Microsoft Office (Word, Excel, and Power Point)
References
REFERENCES UPON REQUEST
Timeline
Customer Service Representative I
Kaiser Permanente
03.2022 - Current
Lead Unit Secretary
Wellstar Kennestone Hospital
01.2013 - Current
Lead Unit Secretary/Resource Development
Coliseum Hospital
01.2007 - 01.2013
Unit Secretary
Medical Center of Central
01.2003 - 01.2007
Pre-Nursing
Georgia Military College
Criminal Justice
Central Georgia Technical College