Antonina McDonald
Alpharetta,GA
Overview
11
11
years of professional experience
Work History
Patient Access Representative- PRN
Emory Johns Creek Hospital
10.2023 - Current
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Stayed calm under pressure and successfully dealt with difficult situations.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Processed payments while maintaining accurate records of transactions
Guest Service Associate, PRN
Emory Johns Creek Hospital
10.2022 - Current
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Anticipated guests' service needs by asking questions to better understand needs and listening to guest preferences.
- Welcomed and acknowledged guests with a smile, eye contact and friendly verbal greeting using guest's name.
- Used Epic and The Receptionist software to check daily record sheets and guest accounts.
- Resolved guest complaints and discrepancies in prompt and courteous manner.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
Operations Executive and Part Owner
Stick N Move Auto Express LLC
02.2018 - Current
- Collaborated on operational support tasks to achieve common goal.
- Applied excellent problem-solving, process development, and strategic implementation skills to lead and support all areas of operations.
- Developed operational processes to help organization adapt to market change.
- Oversaw and enforced compliance with all safety regulations and DOT regulations.
- Monitored and tracked status of shipments in transit to confirm on-time delivery.
- Scheduled and oversaw maintenance, repair and installation activities.
Administrative Coordinator
Hi-Five Sports Clubs
04.2022 - 12.2023
- Assisted management with special projects to complete all tasks by deadlines.
- Managed and maintained electronic and paper-based filing systems to keep essential documents and information easily accessible and organized.
- Maintained office calendars to track important dates and deadlines.
- Coordinated and scheduled meetings and appointments to keep organization running smoothly.
- Drafted correspondence and other documents for Owners and department heads in company's voice.
Team Manager
Sutherland Global Services
12.2015 - 12.2017
- Ran a team of 10-17 people. Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- De-escalated calls and took over to help calls for associates to maintain excellent customer service.
- Responded to customer calls and emails to answer questions about products and services.
- Took bottom performing team to top ten on multiple times.
Call Center Manager
Natural Life INC.
10.2012 - 11.2015
- Collected and analyzed call center statistics, sales rates, costs, and customer service metrics.
- Led daily team meetings to review performance, set targets and motivate staff.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Operated a monitored dialer system, monitored calls, assisted sales agents in making sales, and resolved escalated complaints.
Education
High School Diploma -
Mountain Springs Prep
Cedar City, UT05.2015
Skills
- Operational Efficiency
- Hospital Security
- Word Processing
- Spreadsheets
- Workflow Planning
- Customer Service
- Knowledge of Epic healthcare system
Accomplishments
-Helped with special projects at Emory Health Care and was trusted with numerous extra tasks that required attention to detail, coordinating student Volunteers and assisting in scheduling them in departments for our Summer Volunteer program.
- Was recognized directly from our Emory CEO through hand written "Kudos" in 2023. Once for being alert and stopping a potentially dangerous situation on the Labor and Delivery/Mother Baby floor. The second time was finding a helping and code "walker" from the ED with dementia.
Timeline
Patient Access Representative- PRN
Emory Johns Creek Hospital
10.2023 - Current
Guest Service Associate, PRN
Emory Johns Creek Hospital
10.2022 - Current
Administrative Coordinator
Hi-Five Sports Clubs
04.2022 - 12.2023
Operations Executive and Part Owner
Stick N Move Auto Express LLC
02.2018 - Current
Team Manager
Sutherland Global Services
12.2015 - 12.2017
Call Center Manager
Natural Life INC.
10.2012 - 11.2015
High School Diploma -
Mountain Springs Prep