Summary
Overview
Work History
Education
Skills
Timeline
Generic

CAREZZA DILWORTH-WILLIAM

Mount Clemens

Summary

Professional with a strong background in customer interactions and service solutions. Highly skilled in conflict resolution, communication, and problem-solving, ensuring customer satisfaction and loyalty. Effective team collaborator, adaptable to changing needs, and consistently focused on achieving results through efficient and empathetic service. Known for reliability and proactive approach to meeting customer and organizational goals.

Overview

10
10
years of professional experience

Work History

Customer Service Representative

Teksystems - Proctor Loan Protector
Troy
06.2024 - 09.2024
  • Handled about 50-80 inbound calls daily, sometimes more and sometimes less, depending on how long each call lasts.
  • Responsible for handling inbound calls about mortgage questions.
  • Received questions from borrowers, insurance agents, and financial institutions.
  • Answered insurance questions will pertain to homeowners' insurance and will be from borrowers' insurance agents, financial institutions.
  • Multitasked between various systems to research and document the phone calls.
  • Responded quickly and accurately, ensuring that both our internal and external standards are being met consistently.
  • Problem-solving and problem resolution skills are required, as well as the ability to handle all calls in a professional manner.
  • Outbound calls were also often necessary.

Access Information & Referral Specialist

OCHN
Pontiac
10.2021 - 12.2023
  • Provided information and referrals to individuals seeking services for mental health, substance use disorders, and/or intellectual developmental disabilities.
  • Assisted individuals in navigating the OCHN network, OCHN policies/procedures, and the Access process.
  • Determined the appropriate information and referral for the individuals, which may include Access screening, community referrals, other county Access departments, Oakland County Core Provider Agencies, Oakland County Customer Services department, OACIS, and others.
  • Checked the Access department's voicemails and emails.
  • Managed the flow of referrals (telephone and walk-ins) through the Access process, assigned Access clinicians in a rotation, problem-solved Access process issues, and brought concerns to Access leadership.
  • Received telephone calls regarding Access from the Crisis & Resource Helpline and walk-in Access referrals from building triage, OACIS, OCIRT, VAP, and other internal referral sources.
  • Provided information and advocacy to individuals regarding the Access process.
  • Reviewed basic information with individuals seeking services and inquired about what services are being sought, county of residency, insurance, address, telephone number, and others as assigned.
  • Understood and reviewed Michigan County of Financial Responsibility (COFR) guidelines and referred any possible COFR individuals to the Access supervisor for follow-up.
  • Reviewed insurance status with individuals seeking services, including using the Medicaid Look-Up tool within the electronic medical record.
  • Reviewed policies and procedures with individuals regarding the OCHN waiting list.
  • Created a new medical record for individuals seeking an Access Screening, if applicable, complete initial documentation in the medical record, and warm transfer to the next available Access clinician.
  • Maintained emphasis on answering and resolving calls at the time the individual originally calls (reduce 'callbacks').
  • Maintained emphasis on short waiting times for services requested by walk-in individuals.
  • Provided information and warm transfer when appropriate for individuals who need other resources (community referrals, etc.).
  • Scheduled appointments and provides information to persons needing a face-to-face Access appointment (I/DD Access screens, substance use disorder, Access screens, second opinions, and others as requested).
  • Completed the required documentation in ODIN.
  • Completed due-process letters for individuals determined ineligible for OCHN services as requested.
  • Provided excellent customer service to internal and external customers.
  • Collaborated with Core and Substance Use Disorder Provider Agency Intake Departments to resolve problems.
  • Tracked Access data and complete Access statistical reports in Microsoft Excel, specifically the 'Daily Caller Worksheet' report, 'Weekly Live Answer/Resolution' report, 'Health Justice Learning Initiative' report, 'Access clinician rotation' report, and other reports as requested.
  • Shared reports with Access leadership promptly, alert leaders of detected trends or changes, and share any identified barriers to achieving Access goals with Access leadership.
  • Focused on the strengths and needs of the person/families served.

Medical Assistant Welcome Specialist

Common Ground
Pontiac
08.2019 - 09.2021
  • Cultivated a welcoming atmosphere that emphasizes trauma-informed delivery of service.
  • Welcomed all guests who enter the Resource & Crisis Center lobby.
  • Performed medical records management, including filing, organizing, and scanning documents.
  • Built strong relationships with consumers through effective communication skills that foster trust in the clinic's commitment to quality care.
  • Supported consumers' well-being, providing empathetic care, and addressing concerns with sensitivity.

Phlebotomist

Beaumont Health
Royal Oak
04.2019 - 03.2020
  • Performed diverse support functions, including phlebotomy, to ensure accurate test results and a quick turnaround time.
  • Labeled transfer tubes and followed the exact directions for handling and storing specimens for transport.
  • Completed proper sanitation and cleaning of equipment and work areas between patients.
  • Tracked collected specimens by initialing, dating, and noting times of collection.
  • Improved patient comfort by efficiently drawing blood samples using various techniques such as venipuncture and capillary puncture.
  • Used personal protective equipment correctly to protect coworkers and patients.
  • Collaborated with medical professionals to ensure accurate test orders and appropriate sample collection methods were used.
  • Organized daily work based on collection priority.

Medical Assistant

ProHealth Urgent Care
Rochester Hills
07.2018 - 04.2019
  • Checked patients in/out and verify insurance coverage.
  • Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
  • Sanitized, restocked, and organized exam rooms and medical equipment.
  • Performed medical records management, including filing, organizing, and scanning documents.
  • Built strong relationships with patients through effective communication skills that foster trust in the clinic's commitment to quality care.
  • Performed phlebotomy tasks efficiently while ensuring minimal discomfort for patients during blood collection procedures.
  • Improved patient experiences by efficiently managing appointments and maintaining organized medical records.
  • Performed EKGs and other diagnostic tests, contributing to accurate and timely diagnoses.
  • Conducted patient follow-up calls to monitor treatment progress and answer any questions.
  • Supported patient well-being, providing empathetic care and addressing concerns with sensitivity.
  • Improved clinical workflow with the introduction of an electronic health records system.
  • Collected and documented patient medical information such as blood pressure and weight.
  • Prepared lab specimens for diagnostic evaluation.
  • Measured patient pulse oximetry.
  • Collected pertinent data and calculations to aid physicians in interpreting results.

Medical Assistant

Clinton Women's Healthcare
Clarkston
06.2017 - 04.2019
  • Assisted physicians with in-office procedures such as coloposcopy, pap smears, IUD insertion/removal, and endometrial biopsies.
  • Knowledge of Allscripts EMR system.
  • Collected confidential patient information to build an electronic medical record (EMR).
  • Obtained vitals, venipuncture, injections, and specimen collection.

Medical Assistant

Quality Urgent Care
Waterford
07.2017 - 02.2018
  • Assessed patients by collecting information, performing vitals, EKGs, X-rays, and patient charting.
  • Administered injections, phlebotomy, ordered labs, and performed in-office laboratory testing: influenza, rapid strep, mono, urinalysis, and pregnancy test.
  • Called patients concerning test results and assisted clinicians with in-office procedures, including minor dressings.

Medical Assistant

Elizabeth Lake/Telegraph Urgent Care
Waterford
03.2017 - 05.2017
  • Handled patient charting and performed vitals, EKGs, X-rays, and administered injections.
  • Ordered labs, performed in-office laboratory testing: influenza, rapid strep, mono, urinalysis, and pregnancy test.
  • Called patients concerning test results and assisted clinicians with in-office procedures.

Switchboard Operator

Pontiac General Hospital
Pontiac
08.2014 - 02.2017
  • Operated switchboard, which included transferring incoming and outgoing calls within the hospital.
  • Delivered urgent and non-urgent messages to physicians and on-duty medical staff, and dispatched security as needed.
  • Answered calls promptly and engaged customers with a friendly, professional demeanor.

Dispatch Specialist

Oakland County Sheriff's Department
Pontiac
03.2016 - 11.2016
  • Received and processed calls for police, fire, ambulance, 9-1-1, and general emergency services.
  • Processed calls by dispatching the appropriate fire, medical, or law enforcement personnel, or by referring the caller to the proper agency/personnel.
  • Multi-task by obtaining essential identifying information promptly while maintaining contact with callers under emergency conditions.
  • Provide callers with pre-arrival medical instructions during medical emergencies and pre-arrival safety instructions during fire emergencies.
  • Responded to requests from officers for criminal, driving, prior contact, location, and other information, and are expected to operate equipment to access various law enforcement systems for that information.
  • Used various computer programs and equipment throughout their shift to enter and access information.

NEV/Lab Support Dispatcher

Parastar EMS
Farmington Hills
04.2015 - 03.2016
  • Coordinated and managed patient transportation services, ensuring timely and accurate dispatch of vehicles and resources for medical emergencies.
  • Received calls, gathered information about the incident and location, and dispatched the appropriate ambulance or other medical personnel.
  • Provided vital information to paramedics and hospitals during an emergency.
  • Answered calls from the public and other healthcare professionals requesting medical assistance.
  • Gathered essential information about the incident, including the nature of the emergency, the location, and the patient's condition.
  • Monitored the progress of emergency responses, coordinating with multiple teams and ensuring efficient and effective delivery of care.

Patient Care Technician

Pontiac General Hospital
Pontiac
03.2015 - 04.2015
  • Assisted nurses with essential tasks, streamlining workflow and increasing efficiency in the healthcare setting.
  • Enhanced patient satisfaction by providing compassionate and attentive care.
  • Performed blood draws, EKGs, and other diagnostic tests accurately and efficiently for prompt analysis by healthcare professionals.
  • Provided high-quality personal care to patients, promoting comfort and dignity during their hospital stay.
  • Maintained a clean and safe environment to promote patient safety and comfort.
  • Contributed to a positive patient experience by keeping rooms clean, organized, and well-stocked with supplies.
  • Promoted a safe and inclusive healthcare environment, adhering to policies and procedures while advocating for the well-being of all patients.
  • Assisted in transferring patients, beds, and patient care equipment to other rooms, adhering to necessary safety precautions.
  • Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
  • Facilitated smooth transitions between shifts by maintaining thorough documentation of patient care activities and observations.
  • Recognized potential emergencies promptly, initiating appropriate action to stabilize patients until further assistance arrived.
  • Reduced stress for patients and families through effective communication and empathetic support.
  • Demonstrated adaptability by working effectively with patients of diverse backgrounds and medical conditions, providing personalized care for everyone.
  • Enabled increased mobility for patients by assisting with ambulation exercises and transfers using proper body mechanics techniques.
  • Maintained strict adherence to infection control protocols, minimizing the risk of disease transmission within the clinical environment.
  • Monitored vital signs and reported changes to nursing staff, ensuring timely medical interventions when necessary.

Education

Bachelor of Arts - Psychology

Oakland University
Rochester, MI
10-2026

Certification in Patient Care Technician -

Dorsey Schools
Pontiac, MI
02.2021

Certificatipn in 911 Dispatcher -

Dispatch Academy
Pontiac, MI
05.2015

High School Diploma -

Pontiac Academy of Excellence
Pontiac, MI
06.2008

Skills

  • Computer skills
  • Medical terminology
  • Office management
  • Customer service
  • Typing (70 wpm)
  • Payroll
  • Phone etiquette
  • Leadership
  • Data entry
  • Documentation review
  • Microsoft Office
  • Medical records

Timeline

Customer Service Representative

Teksystems - Proctor Loan Protector
06.2024 - 09.2024

Access Information & Referral Specialist

OCHN
10.2021 - 12.2023

Medical Assistant Welcome Specialist

Common Ground
08.2019 - 09.2021

Phlebotomist

Beaumont Health
04.2019 - 03.2020

Medical Assistant

ProHealth Urgent Care
07.2018 - 04.2019

Medical Assistant

Quality Urgent Care
07.2017 - 02.2018

Medical Assistant

Clinton Women's Healthcare
06.2017 - 04.2019

Medical Assistant

Elizabeth Lake/Telegraph Urgent Care
03.2017 - 05.2017

Dispatch Specialist

Oakland County Sheriff's Department
03.2016 - 11.2016

NEV/Lab Support Dispatcher

Parastar EMS
04.2015 - 03.2016

Patient Care Technician

Pontiac General Hospital
03.2015 - 04.2015

Switchboard Operator

Pontiac General Hospital
08.2014 - 02.2017

Bachelor of Arts - Psychology

Oakland University

Certification in Patient Care Technician -

Dorsey Schools

Certificatipn in 911 Dispatcher -

Dispatch Academy

High School Diploma -

Pontiac Academy of Excellence

Similar Profiles

CREATE PROFILE
CAREZZA DILWORTH-WILLIAM