Anna Black

Completely dedicated and personal care for an end-of-life Alzheimer's hospice patient in her own home. I counseled family members; demonstrated expertise in providing compassionate care; collaboration with Tapestry and various other medical and social staff; performing light housekeeping duties; offering and identifying opportunities for improvement with processes as well as assisting with the activities of general daily living. While building a trustful relationship with all the family as well as my patient, I've secured a lifelong devotion to them, and will continue to do so.

This was an incredibly overwhelming yet rewarding and satisfying position, and supporting my community was an honor. From taking simple non-emergency calls to severe life threatening 911 calls, I was able to coordinate radio traffic as well as communicate simultaneously on the phone, sometimes also performing life saving measures. Keeping calm in high-stress situations was crucial to obtain necessary information and instruct on emergency procedures such as CPR or domestics involving weapons. Additionally, the ability to ask probing questions and utilization of various call control techniques was an imperative skill in order to be successful and bring each and every single one of my first responders home safely. Administrative tasks to include NCIC and GCIC inquiries, warrants, entering and clearing wanted persons, missing persons, stolen items etc. was a daily duty.

As one of the Chiropractic Assistants, it was my duty to support patient care by conducting intake and discharge, inbound and outbound calls for scheduling and payments as well as insurance verification. In addition, to administrative tasks, I was tasked with doing New Patient tours to comply with the Company's specific desire of direction and wording, performing X-rays for new and existing patients, performing patient therapies (to include laser therapy, ultrasound, decompression, ten therapy and cardio etc.). Naturally, acute attention to detail was required to ensure each patient received the correct treatment, for the right length of time and location on their body, as well as maintaining accuracy for billing through correct coding and charting.

NGHC is an FQHC facility, and so we handled a very wide range of patients as well as conditions. My role involved working the front desk by managing the pre-admitting and admitting of patients at this very busy facility, insurance verification, scheduling and sliding scale applications and maintenance. Additionally, I connected with insurance companies to verify details and process billing, collected and secured cash payments for patients' co-payments and additional financial obligations, scheduled follow-up visits for patients', helped patients obtain necessary services to meet their individual healthcare needs, safeguarded patient privacy with consistent adherence to HIPAA protocols as well as built trusting rapport with patients.

Starting out at WAC, I was a Front Desk Representative handling incoming and outgoing private aircraft, use of ARINC and general front desk duties. Once quickly promoted to HR & Office Manager, my roles and responsibilities were vast and extreme, and my success was attributed to my ability to multi-task in so many ways and maintain a professional and enthusiastic approach. I maintained the payroll for both WAC and Allegiant employees; handled all HR responsibilities to include interviewing, job fairs, hiring and training new employees alongside the Operations Manager; creating and maintaining multiple excel spreadsheets for ease and efficiency of the office; creating and managing monthly themed cookouts for all employees of the private airport, main commercial airport and residents; handled all Allegiant fueling and billing; accounts payable; worked the line and the base when needed, to include marshalling aircraft, escorting clients, concierge. Also worked multiple high-level clients to include the VP, POTUS, celebrities, business owners and much more.

I have had the honor of working for BB&T, now Truist, on two separate occasions. BB&T was actually my first job in the United States after Immigrating here from the UK. Originally hired in as a seasonal "pool teller" I was quickly promoted to a FT Teller and then ultimately a Certified Teller Supervisor over a large group of Tellers. My role included (but by no means limited to) impeccable customer service, cash management, supervision, coaching and leadership, performing in excess of 500 transactions daily, opening and maintaining accounts, voice of the client surveys, earning numerous referrals, planned and surprise cash audits, greeting customers and facilitated welcoming and customer-focused environments, suggested beneficial bank products to increase sales and profitability, resolved advanced and simple customer concerns to maintain loyalty and bank revenue streams etc.

As a CSR for BlueCare/TennCare Select (TN's primary Medicare program), I took both Member and Provider inbound calls, discussing anything from basic benefit information to simple and advanced claim adjustments for Providers. Additionally, utilizing multiple monitors and providing exemplary customer service came naturally to me. Part of my success within my team, was my ability to multi-task efficiently and accurately, demonstrating patience with callers, understanding and having empathy with individuals, my knowledge and skills, as well as my outstanding Agent Utilization scores. Before even being promoted to CSR, I was assigned to assist with Pre- Live/Live for new classes coming from training to the floor and was requested to also mentor and coach new hires to give them the added confidence and skills to succeed.