Carezza Dilworth William
Mount Clemens,MI
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
Proctor Loan Protector
Troy, MI
06.2024 - 09.2024
- Handling about 50-80 inbound calls per day, sometimes more and sometimes less, depending on how long each call lasts
- Responsible for handling inbound calls pertaining to mortgage questions
- Receive questions from borrowers, insurance agents and financial institutions
- Multi-tasking between various systems to research and document the phone calls, including processing payments
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Identified and resolved discrepancies and errors in customer accounts.
Access Information & Referral Specialist
OCHN
Pontiac, MI
10.2021 - 12.2023
- The Access Information and Referral Specialist provides information and referrals to individuals seeking services for mental health, substance use disorders, and/or intellectual developmental disabilities
- Assist individuals in navigating the OCHN network, OCHN policies/procedures, and Access process
- Determine 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 as applicable
- Check Access department voice mails and emails
- Manage the flow of referrals (telephone and walk-ins) through the Access process, assign Access clinicians in a rotation, problem-solve Access process issues, and bring concerns to Access leadership
- Receive 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
- Provide information and advocacy to individuals regarding the Access process
- Review basic information with individuals seeking services and inquiring what services are being sought, county of residency, insurance, address, telephone number, and others as assigned
- Understand and review Michigan County of Financial Responsibility (COFR) guidelines and refer any possible COFR individuals to the Access supervisor for follow-up
- Review insurance status with individuals seeking services, including using the Medicaid Look-Up tool within the electronic medical record
- Provide information to these individuals on insurance application processes
- Review policies and procedures with individuals regarding the OCHN waiting list
- Create 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
- Maintains emphasis on answering and resolving calls at the time the individual originally calls (reduce 'callbacks')
- Maintains emphasis on short waiting times for services requested for walk-in individuals
- Provides information and warm transfer when appropriate for individuals who need other resources (community referrals, etc.)
- Schedules 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)
- Complete the required documentation in ODIN
- Completes due-process letters for individuals determined ineligible for OCHN services as requested
- Provide excellent customer service to internal and external customers
- Collaborate with Core and Substance Use Disorder Provider Agency Intake Departments to resolve problems
- Track 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
- Share reports with Access leadership promptly, alert leaders of detected trends or changes, and share any identified barriers to achieving Access goals with Access leadership
- Perform other duties as assigned
- Promotes a team environment
- Focuses on the strengths and needs of the person/families served
- Adhere to established Quality Improvement Indicators
- The work environment may subject staff to behavioral and medical problems that could be physically hazardous
- Actively identifying new areas for learning; regularly creating and taking advantage of learning opportunities; using newly gained knowledge and skill on the job and learning through their application
- Answered phone calls and messages for numerous providers and clients from different facilities, scheduling appointments, and handling inquiries.
Medical Assistant Welcome Specialist
Common Ground
Pontiac, MI
08.2019 - 09.2021
- Cultivates a welcoming atmosphere that emphasizes trauma-informed delivery of service
- Greets and welcomes all guests who enter the Resource & Crisis Center lobby
- Performs other duties as assigned
- 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, MI
04.2019 - 03.2020
- Under the direction of phlebotomy management, performs diverse support functions including phlebotomy to ensure accurate test results and a quick turnaround time
- Labeled transfer tubes and followed 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, MI
07.2018 - 04.2019
- Collect and chart information in EMR, perform EKGs, X-rays, phlebotomy, and in-office laboratory testing: influenza, rapid strep, urinalysis, mono, and pregnancy
- Check 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.
- Completed EKGs and other tests based on the patient's presentation in the office.
- 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
Utica, MI
06.2017 - 04.2019
- Assist 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, MI
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 result and assisted clinicians with in-office procedures, including minor dressings
Medical Assistant
Elizabeth Lake/Telegraph Urgent Care
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, MI
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, MI
03.2016 - 11.2016
- Answered emergency/non-emergency calls, collected and entered detailed information from callers into the computer-aid dispatch system (CAD)
- Dispatched appropriate fire/police units for emergency/non-emergency calls using radio systems
NEV/Lab Support Dispatcher
Parastar EMS
Farmington Hills, MI
04.2015 - 03.2016
- Answering emergency/non-emergency calls, collecting and entering information from caller into the computer-aid dispatch system (CAD)
- Scheduling transportation and dispatching appropriate units by using radio and phone systems
Patient Care Technician
Pontiac General Hospital
Pontiac, MI
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 each individual.
- 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, MI09.2025
Certificate - Patient Care Technician
Dorsey Schools
Pontiac, MI02.2021
Certificate - 911 Dispatcher
Dispatch Academy
Pontiac, MI 05.2015
High School Diploma -
Pontiac Academy of Excellence
Pontiac, MI06.2008
Skills
- Documentation Review
- Phone Etiquette
- Payroll
- Typing (70wpm)
- Medical records
- Customer service
- Office management
- Documentation review
- Phone etiquette
- Data entry
- Microsoft Office
- Leadership
- Computer skills
- Medical Terminology
Timeline
Customer Service Representative
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
Certificate - Patient Care Technician
Dorsey Schools
Certificate - 911 Dispatcher
Dispatch Academy
High School Diploma -
Pontiac Academy of Excellence
Similar Profiles
Chelsea ThompsonChelsea Thompson
Loss Draft File Owner at Proctor Loan ProtectorLoss Draft File Owner at Proctor Loan Protector
Susan CarterSusan Carter
Documentation Processor at Proctor Loan ProtectorDocumentation Processor at Proctor Loan Protector
Larissa HartLarissa Hart
Customer Service Representative at Proctor Loan ProtectorCustomer Service Representative at Proctor Loan Protector