Brenda Russell
Baltimore,MD
Summary
Dependable professional serving diverse needs of clients through active communication and responsive engagement with healthcare services and policymakers. Skilled at analyzing case files and databases to speed up inquiry response times and guide information through appropriate personnel channels. I maintain the highest standard of ethics, professionalism and regulatory compliance to ease common stressors and de-escalate potential conflicts. I am a very organized individual that prioritizes my clients, always, by using excellent written and verbal communication through critical thinking that will facilitate an exceptional outcome.
Overview
7
7
years of professional experience
9
9
years of post-secondary education
Work History
Access Specialist I
Medstar Orthopedic Department
Baltimore, MD
03.2022 - Current
- Customer Engagement Transaction Handling Adaptability
- Workflow Enhancement Technical Proficiency
- Managed incoming calls from orthopedic patients, effectively scheduling appointments with suitable doctors based on individual medical requirements
- Utilized case assessment to analyze patient cases, ensuring accurate doctor assignment and optimizing patient care and resource allocation
- Collaborated with specific doctors' offices for intricate scheduling, ensuring seamless coordination and timely appointments
- Facilitated doctor-patient communication by coordinating with doctors' offices when necessary, guaranteeing efficient appointment setup.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Engaged with patients to provide critical information.
- Facilitated communication between patients and various departments and staff.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Helped address client complaints through timely corrective actions and appropriate referrals.
Patient Service Associate
Sinai Hospital Of Baltimore
11.2019 - 12.2021
- Problem Solving
- Time Management
- Provided excellent customer service to patients and medical staff.
- Responded to inquiries by directing calls to appropriate personnel.
- Followed document protocols to safeguard confidentiality of patient records.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Trained new staff on filing, phone etiquette and other office duties.
- Recommended service improvements to minimize recurring patient issues and complaints.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
Store Protection Specialist
DD's Discount Store
Baltimore, MD
12.2017 - 05.2018
- Calmly and efficiently addressed emergency situations such as safety hazards and threats to life or property, deescalating when possible, and directing shoppers to safety.
- Attentively monitored store and surrounding areas for signs of attempted theft by customers or personnel, intervening when necessary.
- Generated comprehensive reports documenting evidence of attempted theft and recovered merchandise.
- Conducted daily store walk-throughs to identify potential security risks.
- Observed video surveillance systems for prompt emergency response.
- Monitored surveillance cameras and alarm systems to detect suspicious activity.
Customer Service Manager
Walmart
Baltimore, MD
01.2017 - 12.2017
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Followed through with client requests to resolve problems.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Researched and corrected customer concerns to promote company loyalty.
Education
Associate of Science - Nursing
The Community College of Baltimore County
Catonsville, MD 01.2019 - Current
High School Diploma -
St. Hugh's High School
Jamaica 09.2009 - 05.2014
Skills
Chart pulling
Medical insurance
Document filing
Insurance verifying
Appointment Scheduling
Decision-Making
Analytical and Critical Thinking
Active Listening
Teamwork and Collaboration
Self-Motivated
Timeline
Access Specialist I
Medstar Orthopedic Department
03.2022 - Current
Patient Service Associate
Sinai Hospital Of Baltimore
11.2019 - 12.2021
Associate of Science - Nursing
The Community College of Baltimore County
01.2019 - Current
Store Protection Specialist
DD's Discount Store
12.2017 - 05.2018
Customer Service Manager
Walmart
01.2017 - 12.2017
High School Diploma -
St. Hugh's High School
09.2009 - 05.2014