Azizah Evelyn Thompson
Gaithersburg,MD
Summary
Dedicated healthcare professional with expertise in medical-surgical unit coordination and high-volume customer service. Strong background in patient communication, electronic health records, scheduling, and emergency response coordination. Holds a bachelor’s degree in Communications, bringing valuable healthcare operations and customer service experience.
Overview
4
4
years of post-secondary education
9
9
years of professional experience
Work History
Lead Customer Service Associate
Innovative Answering
, Maryland
07.2022 - Current
- Handled high-volume inbound calls for an HVAC service call center, providing professional and courteous customer support.
- Triaged service calls to identify urgent heating, cooling, and equipment issues, escalating emergencies according to company procedures to prioritize customer safety.
- Scheduled and coordinated HVAC service, maintenance, repair, and emergency appointments based on customer needs and technician availability.
- Communicated appointment windows, service information, and technician updates while managing customer expectations.
- Collected and documented customer information, service addresses, equipment concerns, and appointment details in company systems to ensure accurate records.
- Worked independently in a remote environment while consistently managing multiple calls, priorities, and time-sensitive requests.
- Trained new associates on call handling and service standards, fostering a consistent service approach and improving team readiness.
Emergency Room Unit Coordinator
Pottstown Hospital
Pottstown, Pennsylvania
03.2018 - 04.2022
- Coordinated patient admissions using hospital registration systems and intake protocols.
- Verified insurance details and eligibility during admission processing.
- Collected patient demographics and completed admission records accurately.
- Explained admission steps and paperwork to patients and families.
- Scheduled bed placement and updated census information in records.
- Created daily logs of discharged patients and maintained a list of available beds at all times.
- Assisted with managing waitlists for both inpatient and outpatient services.
- Maintained accurate records of customer interactions, transactions, comments and complaints.
- Processed admissions paperwork including consent forms, medical records requests, financial documents, and other related materials.
Education
BBA - Communications
University of Maryland, Baltimore
Baltimore, MD 08.2018 - 11.2022
High School Diploma -
Gaithersburg High School
Gaithersburg, MDSkills
- Customer Service
- Scheduling
- Insurance processing
- EHR/RIS
- HIPAA Compliance
- Microsoft Office
- Multitasking
- Data Entry
- Record keeping
- Dispatching
- Multitasking
- Escalation management
- Relationship management
- Team leadership
- Communication
- Team leadership
AWARDS
Mountain Laurel Award Winner Pottstown Med-Surg Unit, March 2025
Timeline
Lead Customer Service Associate
Innovative Answering
07.2022 - Current
BBA - Communications
University of Maryland, Baltimore
08.2018 - 11.2022
Emergency Room Unit Coordinator
Pottstown Hospital
03.2018 - 04.2022
High School Diploma -
Gaithersburg High School