Channell States
Chicago,IL
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Excited to bring proven skills and customer enthusiasm to the Patient Access Specialist team at Northwestern Medicine.
Overview
18
18
years of professional experience
Work History
Customer Support Agent
Arise Virtual Solutions Inc. Remote
09.2022 - Current
- Resolved open issues for customers by investigating problems and coordinating solutions with other staff
- Set up customer accounts in system and updated details to reflect current information..
- Responded to customer calls and emails to answer questions about products and services.
- Completed data entry tasks with accuracy and efficiency.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Assisted customers through multiple channels including phone, email, live chat, and social media platforms for increased accessibility and convenience.
Mental Health Technician
OSF Saint Elizabeth Medical Center
06.2017 - 01.2020
- Prepared clients for handling challenging situations independently and taught coping skills and strategies
- Supported patient confidentiality in accordance with HIPAA regulations.
- Provided individual and group therapy to over 15 patients with chronic mental illnesses, chemical dependency, and geriatric needs in accordance with established hospital
- Assisted with patient restraint and seclusion scenarios to create safe environment for patient and medical personnel.
- Charted on each patient daily.
- Updated and maintained patients information, documents and records using Epic software.
Certified Nursing Assistant-
Home Health Services
07.2010 - 02.2014
- Monitored vital signs and reported changes to nursing staff, ensuring timely medical interventions when necessary.
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Assisted in training new Patient Care Technicians, sharing knowledge and best practices to ensure consistency in care delivery.
Hospice Aide
Merit Hospice Services
07.2009 - 05.2010
- Protected patients by monitoring conditions and promptly reporting problems to RNs
- Kept patients clean, dry, and properly cared for under direction of registered nurses
- Assist in redirection offering emotional and educational support to clients and family
- Measured vital signs and updated chart with current information
- Minimized infection risk to staff and patients by cleaning and sanitizing rooms, equipment and tools.
Certified Nursing Assistant
Smith Crossing, Continuing Care Community
12.2006 - 04.2010
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Documented patient information and care activities in electronic health record.
Education
Certification - Nursing Assistant -
Olive-Harvey College
Chicago, IL08.2002
Diploma - General -
Carver Area High School
Chicago, IL06.1997
Skills
- Inbound call management
- Complaint investigation
- Crisis Management
- Salesforce
- Research
- Patient-focused care
- Behavioral health intervention
- Live chat support
- Call Metrics
Timeline
Customer Support Agent
Arise Virtual Solutions Inc. Remote
09.2022 - Current
Mental Health Technician
OSF Saint Elizabeth Medical Center
06.2017 - 01.2020
Certified Nursing Assistant-
Home Health Services
07.2010 - 02.2014
Hospice Aide
Merit Hospice Services
07.2009 - 05.2010
Certified Nursing Assistant
Smith Crossing, Continuing Care Community
12.2006 - 04.2010
Certification - Nursing Assistant -
Olive-Harvey College
Diploma - General -
Carver Area High School
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