Charlie Robinson
Baton Rouge,LA
Summary
With a proven track record of successfully navigating healthcare systems and ensuring HIPAA compliance, I have made significant contributions to patient care and streamlined registration processes during my tenure at Our Lady Of The Lake Hospital. Leveraging strong empathy and multitasking abilities, consistently enhancing customer service and operational efficiency, ultimately fostering a positive work environment and promoting teamwork.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Healthcare Customer Service Representative
Signify Health
Baton Rouge, LA
04.2025 - Current
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Increased first-call resolution rates by carefully listening to customers'' needs and providing accurate information based on their inquiries.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Met customer call guidelines for service levels, handle time and productivity.
Sterile Processing Technician
Our Lady Of The Lake Hospital
Baton Rouge, LA
07.2024 - 03.2025
- Wrapped trays, instrument packs, and sets.
- Followed OSHA, FDA and AAMI guidelines related to sterilization in compliance with administrative regulations.
- Supported surgical teams effectively by preparing instrument trays according to procedure requirements.
- Reduced risk of infections by maintaining a clean and sterile environment within the processing area.
- Decontaminated surgical instruments to remove bacteria and other contaminants before sterilization.
- Ensured timely availability of surgical instruments by prioritizing urgent requests and efficiently managing workload.
- Recorded biologicals and test results.
Sitter
Our Lady of the Lake Children's Hospital
Baton Rouge, LA
02.2024 - 11.2024
- Performed scheduled patient safety checks and documented results to establish patients' well-being.
- Helped patients with meals, activities of daily living (ADLs) and facility transfers to promote security and patient well-being.
- Provided crisis intervention and de-escalation techniques for patients experiencing emotional distress or exhibiting aggressive behaviors.
- Observed patient behaviors and mental status and notified RN of unusual or potentially dangerous occurrences.
- Developed strong rapport with patients, establishing trust and fostering positive relationships conducive to healing.
- Educated patients on coping strategies and self-help techniques to better manage their mental health symptoms.
- Escorted patients from unit to meals, activities, and visitation areas to maintain standard of safety and security.
Patient Access Representative
Our Lady Of The Lake Hospital
Float Pool
01.2024 - 07.2024
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Contributed to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
- Greeted and assisted patients with check-in procedures.
- Verified patient insurance eligibility and entered patient information into system.
- Answered incoming calls, scheduled appointments and filed medical records.
- Experience in Epic
Life Enrichment Coordinator
St James Place Nursing Care
Baton Rouge, LA
08.2023 - 12.2023
- Established strong relationships with community partners to bring additional resources and opportunities to enrich the lives of residents.
- Increased family involvement in life enrichment activities by hosting special events and maintaining open lines of communication with residents'' loved ones.
- Organized successful fundraising events to secure additional funding for life enrichment initiatives benefiting the residents.
- Provided compassionate support to residents coping with personal losses or challenging life events by offering emotional support and connecting them with relevant resources within the community.
- Ensured compliance with applicable regulations pertaining to activity programming in senior living communities.
- Maintained accurate documentation of resident participation in life enrichment programs for use by interdisciplinary teams during care planning processes.
Summer Teaching Assistant
Broadmoor Methodist
Baton Rouge, LA
05.2023 - 08.2023
- Assisted teachers with classroom management and document coordination to maintain positive learning environment.
- Managed classroom behavior effectively, creating a positive learning atmosphere conducive to academic success.
- Supported classroom maintenance and upkeep, organizing books and materials.
- Supported classroom activities, tutoring, and reviewing work.
- Helped with grading assignments and tests, providing constructive feedback to students based on results.
- Provided additional support for students with special needs, ensuring they received appropriate accommodations and resources.
Education
Associates - Nursing
Baton Rouge Community College
Baton Rouge, LAAssociates Of Science - General
Baton Rouge Community College
Baton Rouge, LAHigh School Diploma -
Capitol High School
Baton Rouge, LA05.2023
Skills
- HIPAA compliance
- Insurance verification
- Appointment scheduling
- Patient confidentiality
- Call center experience
- Behavior observation
- De-escalation techniques
- Stress reduction techniques
- Steam sterilization
- Decontaminating surgical instruments
- High-level disinfection
- Decontamination procedures
Certification
- Customer service
Timeline
Healthcare Customer Service Representative
Signify Health
04.2025 - Current
Sterile Processing Technician
Our Lady Of The Lake Hospital
07.2024 - 03.2025
Sitter
Our Lady of the Lake Children's Hospital
02.2024 - 11.2024
Patient Access Representative
Our Lady Of The Lake Hospital
01.2024 - 07.2024
Life Enrichment Coordinator
St James Place Nursing Care
08.2023 - 12.2023
Summer Teaching Assistant
Broadmoor Methodist
05.2023 - 08.2023
High School Diploma -
Capitol High School
Associates - Nursing
Baton Rouge Community College
Associates Of Science - General
Baton Rouge Community College