Barbara Dugan
Wilmington,DE
Summary
Adept at problem-solving and adaptability, I significantly enhanced patient engagement and reduced wait times at Rehab Consultants. My expertise in HIPAA compliance and exceptional customer service skills have consistently improved patient care and satisfaction across multiple healthcare settings.
Versatile professional serves as first point of contact for patients by verifying insurance, handling paperwork and preparing records. Patient-oriented and helpful candidate familiar with MS Office and EHR systems coupled with thorough knowledge of medical terminology. Committed to providing personalized service and quality patient care.
Overview
24
24
years of professional experience
Work History
Customer Service Representative
Royal Farms
07.2022 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
- Maintained clean and orderly checkout areas by mopping floors, emptying trash cans and wiping down surfaces.
Home Health Aide/Patient Scheduler
Patriot Home Health Care
04.2021 - 07.2022
- Helped patients maintain personal hygiene through bathing, grooming, and toileting assistance when necessary for dignity preservation.
- Assisted clients with daily living activities, enhancing their independence and quality of life.
- Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.
- Followed nutritional plans to prepare optimal meals.
- Monitored vital signs regularly, promptly reporting any abnormalities or concerns to supervising nurse or physician.
- Provided transportation and appointments management.
- Developed individual care plans for clients based on specific needs.
- Traveled to clients' homes to complete healthcare services and promote continuity of care.
- Adapted to ever-changing patient needs, consistently adjusting care plans and strategies in order to provide the highest quality of personalized assistance.
- Educated family members on proper caregiving techniques in order to provide seamless continuity of care between shifts or visits.
- Scheduled and coordinated medical appointments.
- Maintained confidentiality of patient information to comply with HIPAA regulations and protect patient privacy.
- Managed multiple schedules and prioritized tasks to meet demands of fast-paced work environment.
Home Health Aide
Rose Burns (private Duty)
10.2014 - 03.2020
- Assisted patients with dressing, grooming and feeding needs, helping to overcome, and adapt to mobility restrictions.
- Maintained a clean and safe home environment for patients, reducing falls and accidents.
- Assisted clients with daily living activities, enhancing their independence and quality of life.
- Performed laundry, grocery shopping and other light housekeeping duties as instructed by client.
- Followed nutritional plans to prepare optimal meals.
- Monitored vital signs regularly, promptly reporting any abnormalities or concerns to supervising nurse or physician.
- Provided transportation and appointments management.
- Developed individual care plans for clients based on specific needs.
- Traveled to clients' homes to complete healthcare services and promote continuity of care.
- Completed entries in log books, journals, and care plans to accurately document and report patient progress.
- Adapted to ever-changing patient needs, consistently adjusting care plans and strategies in order to provide the highest quality of personalized assistance.
- Documented vital statistics and coordinated with health care providers.
- Administered medications in accordance with doctor's instructions.
- Communicated regularly with clients' families to provide updates on health and wellbeing.
Physical Therapy Aide
Rehab Consultants
09.2009 - 10.2014
- Maintained accurate patient records for both billing purposes and ongoing evaluation of therapeutic interventions.
- Worked with patients from age 12 to 80 years young.
- Enhanced patient comfort and safety by setting up equipment, preparing treatment areas, and positioning patients as needed.
- Assisted front desk by answering phones, scheduling appointments, filing documents and processing payments.
- Recorded patient status in progress notes.
- Maintained supply inventory by placing orders when supplies ran low.
- Increased patient engagement with therapeutic exercises through clear instruction, demonstration, and consistent encouragement.
- Maintained strict compliance with HIPAA regulations, ensuring the privacy and confidentiality of sensitive patient information at all times.
- Provided empathetic support to patients experiencing difficult emotions related to their injury or illness while under supervision from a licensed therapist.
- Optimized scheduling efficiency through coordination with administrative staff members, minimizing appointment conflicts for both therapists and patients.
- Communicated with physicians to provide updates on patient care.
- Followed all HIPAA rules and regulations regarding patient confidentiality.
- Assisted patients with employing assistive devices such as splints and braces to support treatment goals.
- Assisted in designing effective home exercise programs for patients, promoting continued improvement outside of clinical sessions.
- Performed electrical stimulation, ultrasounds, matrix, myofascial release and spot massages to improve patient movement and functions.
Medical Receptionist
Brandywine Urology
12.2000 - 08.2009
- Helped patients complete necessary medical forms and documentation.
- Contributed to a positive work environment by collaborating effectively with colleagues and supporting team initiatives.
- Checked patient insurance, demographic, and health history to keep information current.
- Assisted healthcare providers with administrative tasks, enabling them to focus on quality patient care.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Coordinated specialist referrals for patients requiring additional care, facilitating efficient transfer of medical records as needed.
- Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
- Managed high call volumes, directing calls to appropriate departments while maintaining a polite and professional demeanor.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
- Reduced no-shows by implementing appointment reminder system through phone calls or text messages.
- Facilitated effective communication between patients, medical staff, and insurance companies to ensure seamless coordination of care.
- Managed patient appointments efficiently, reducing wait times significantly.
- Registered and verified patient records before triage with most up-to-date information.
Education
Certificate - Pharmacy Technician
Stepful
Remote12-2023
No Degree - Phlebotomy
MedCerts
Remote03-2022
Certificate - Medical Office Management
Trident University International
Cypress, CA01-2016
CNA License - Certified Nursing Assistant
Dawn Training Institute
Wilmington08-1998
High School Diploma -
Howard Career Institute
401 E 12th St06-1992
Skills
- Customer service
- Problem-solving
- Active listening
- Adaptability and flexibility
- Scheduling
- HIPAA compliance
- Electronic medical records
- Telephone etiquette
- Answering customer questions
- Drug safety
- Prescription filling
- Medication dispensing
- Problem-solving skills
Timeline
Customer Service Representative
Royal Farms
07.2022 - Current
Home Health Aide/Patient Scheduler
Patriot Home Health Care
04.2021 - 07.2022
Home Health Aide
Rose Burns (private Duty)
10.2014 - 03.2020
Physical Therapy Aide
Rehab Consultants
09.2009 - 10.2014
Medical Receptionist
Brandywine Urology
12.2000 - 08.2009
Certificate - Pharmacy Technician
Stepful
No Degree - Phlebotomy
MedCerts
Certificate - Medical Office Management
Trident University International
CNA License - Certified Nursing Assistant
Dawn Training Institute
High School Diploma -
Howard Career Institute
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