Bernadette Watkins
Newport News,VA
Summary
Experienced and dedicated Nationally Certified Medical Assistant with valuable experience in both healthcare & customer service. Ability to handle the coordination of administrative tasks for servicing patients with accuracy and speed. Provide quality support to all clients and business personnel. Passionate about being an integral part of a team's success, developing relationships, and thus contributing to the excellent care of those in need. Dedicated clinical supervisor successful at managing teams, directing care and overseeing administrative functions. Talented leader and team motivator with in-depth understanding of documentation and conflict resolution. Bringing several years' experience and a results-oriented mindset.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Clinical Supervisor
MD Revolution
03.2023 - Current
- Oversees the clinical functions of the Inbound Team and has a legal and ethical responsibility to ensure quality patient care to clients, future clients, patients, the professional development of Care Coordinators, and maintenance of company policies and procedures
- Manages a team of 17 Inbound Team members who speak to patients regarding Chronic Care Management, Care Coordination, Remote Patient Monitoring, Health Review Assessments, and Enrollments
- Quality Assurance and Compliance Process
- Data Monitoring & Tracking
- Payroll Processing
- Responsible for ensuring that appropriate supervision of the Inbound Team performance
- Utilization and performance of Five9 Software
- Utilization and performance of RevUP Software
- Management of team communication in the Remote environment through Microsoft Teams
Employee Experience Training Specialist
The Centr
05.2022 - 01.2023
- Assisted with recruitment and training of new employees, while also monitoring the productivity of current employees
- Led recruitment efforts and training of new employees
- Managed front-end and back-end development in the company's Portfolio Analyst, Employee Track, and Account Management systems
- Created training manuals on the operation and maintenance of equipment & software
Customer Care Manager
The Centr
Boise, USA
01.2019 - 01.2023
- Worked with Customer Service and Product Development departments to enhance overall customer experience
- Helped to increase customer retention by striving to create wonderful customer experiences
- Oversaw a team of 15 customer service representatives handling email, phone, and web chat inquiries
- Covered daily office workloads with optimized staffing of 15 and resource allocation
- Maintained current and thorough knowledge of regulatory and compliance requirements for industry-specific standards for over 20 businesses
- Enforced team adherence to quality standards, deadlines and proper procedures
Patient Care Technician
Memorial Sloan Kettering Cancer Center
Hauppauge, USA
01.2002 - 12.2014
- Provide direct patient care in line with the patient's condition during dermatology surgery
- Assist during Mohs and other dermatology procedures
- Oversee the patient schedule
- Reinforce patient teaching as determined by the physician, PA or RN
- Works in coordination with other clinicians to deliver a safe and healthy environment to deliver patient care
- Schedule treatment, care, and diagnostic tests
- Collect and labeled specimens
- Obtain vital signs
- Maintain surgical instruments, responsible for main sterilization process
- Direct the supply management of the medical supplies
- Provide proficient in Full Body photography (Canfield system)
Certified Medical Assistant (CMA)
Stony Brook University School of Medicine
East Setauket, USA
01.2000 - 12.2002
- Provided direct patient care in line with the patient's condition during dermatology surgery
- Assisted during Mohs and other dermatology procedures
- Oversaw the patient schedule
- Reinforced patient teaching as determined by the physician
- Worked in coordination with other clinicians to deliver a safe and healthy environment to deliver patient care
- Identified patient problems and arrange the plan of care
- Implemented the care plan as directed by the Physician
- Scheduled treatment, care, and diagnostic tests
- Collected and labeled specimens
- Helped with examinations and procedures
- Obtained vital signs
Education
Bachelors of Science - HealthCare Management
University of Phoenix
05.2019
Skills
- Microsoft Office & Teams
- Word
- Medical Billing & Coding
- Medical Terminology
- Patient Care
- Medical Coding
- Tableau
- SaaS
- Phlebotomy
- Healthcare Management
- RevUP Software
- Confluence
- Epic
- Microsoft Outlook
- Slack
- Zen Desk
- Triage
- Salesforce
- Five9
- Quality Assurance
- Medical Scheduling
- Paychex
- Project management
- Information protection
- Direct patient care
- Patient education
- Chronic disease management
- Health administration
- Patient care
- Patient health education
- HIPAA
- Administrative support
- Employee Orientation
- Multidisciplinary team collaboration
- Staff education and training
- EMR / EHR
- Clinical skills
- Information management
- Staff management
- Staff development
- Organizing staff schedules
- Staff scheduling
- Process improvements
- Quality assurance controls
- Team supervision
- Behavioral health
- Progress monitoring
- Quality assurance
Certification
- Talkdesk User Certificate, 05/01/19, Present
- NCMA, Current
- CPR Certification
- Certified Phlebotomy Technician
- CCMA Certification
Languages
Spanish
Limited
References
References available upon request.
Timeline
Clinical Supervisor
MD Revolution
03.2023 - Current
Employee Experience Training Specialist
The Centr
05.2022 - 01.2023
Customer Care Manager
The Centr
01.2019 - 01.2023
Patient Care Technician
Memorial Sloan Kettering Cancer Center
01.2002 - 12.2014
Certified Medical Assistant (CMA)
Stony Brook University School of Medicine
01.2000 - 12.2002
Bachelors of Science - HealthCare Management
University of Phoenix
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