Colisha Robinson
San Antonio,TX
Summary
Dedicated licensed vocational nurse focused on delivering exceptional patient care and enhancing customer satisfaction. Skilled in compliance and database management, with a primary goal of positively impacting the healthcare community. Committed to staying updated on state requirements to ensure professional service and build client loyalty.
Known for establishing rapport with patients and consistently meeting performance targets. Reliable and driven, with strong time management and prioritization skills. Aiming to transition into a leadership role while building a long-term career in healthcare. Proficient in patient care, medication administration, and health monitoring, with a strong emphasis on team collaboration.
Recognized for effective communication, problem-solving, and empathy in high-pressure situations, ready to significantly contribute to improving patient outcomes and overall healthcare quality.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Centene Inc
07.2020 - Current
- Respond to telephone correspondence inquiries from members and/or providers within established timeframes utilizing current reference materials and available resources
- Aid members and/or providers regarding website registration, navigation, and research
- Document all activities for quality and metrics reporting through the CRM application
- Coordinate member transportation and make referrals to other departments as appropriate
- Maintain performance and quality standards based on established call center metrics including turn-around times.
Customer Service Specialist II
CVS Caremark
06.2019 - 07.2020
- Take inbound calls and answer questions regarding prescription insurance, medication coverage and mail order prescriptions so that our members better understand their coverage and options
- Proficiency in written and verbal communications, conducting in-depth research based upon customer questions, accurate and timely capture, and input of data into various systems and applications
- Adhere to all aspects of the production related procedures to ensure all internal controls are followed and manage multiple members concurrently and effectively.
Video Repair Specialist
Charter Communication
09.2018 - 06.2019
- Providing over-the-phone video support and repair services that keep people connected
- Skilled in advanced diagnostic tools to help address technical inquiries and get services running smoothly, talking customers through fixes
- If an issue calls for extra attention, bring in additional internal support and field technicians to get things back on track
- Understanding the products and customers’ sense of urgency will help create a satisfying customer experience.
Customer Service Rep
Collabera Inc.
08.2016 - 09.2018
- Take inbound and outbound calls to provide information to customers
- Utilizes a database to retrieve customer or company information
- Follow detailed instructions, use a variety of resources, and possess good organizational skills to provide accurate information
- Demonstrate patience, tact, empathy, and problem-solving skills with consistently good tone quality
- Organize and handle calls with speed and accuracy
- Work with complex computer applications and resource materials
- Multiple operating environments Windows, DOS, Mainframe, SAP.
Customer Service Rep
Working Solutions Inc.
11.2013 - 08.2016
- Answering incoming and outbound calls from / to a direct recipient or family member, assisting with providing access to a local Senior Living Advisor based on their specific wants and needs
- Responsible for placing outbound calls to family members who have recently inquired online regarding their placement services, and follow-up calls with the recipient or family member, and if they are at a place where they should be re-engaged with their Senior Living Advisor.
Resident Care Director
Emeritus Corp
12.2007 - 03.2011
- Responsible for providing case management care for 220 assisted living seniors
- Coordinate overall resident care plan from assessment move-in to seniors’ discharge while performing licensed nurse task within the scope of practice as allowed by law, ensuring compliance, and understanding of all regulations regarding residents’ rights
- Act as full charge facility Director in Executive Director absence
- Interview, hiring and effectively carrying out disciplinary action where appropriate to include termination decisions of staff
- Ensuring all assigned tasks are within scope of Employers policy and procedures and practice allowed by state law.
Education
Licensed Vocational Nurse -
Summit Career College
01.2004
High School Diploma -
San Gorgonio High School
01.1991
Skills
- Positive positioning
- Dependability- Attentiveness
- Exceptional workflow management
- Client-focused
- Risk Management
- MS windows Proficient
- Interpersonal
- EMR / EHR
- Attentiveness
- Conflict Resolution
- Quick learner
- Adaptability
- Medication Administration
- Direct Patient Care
- Vital signs
- Clinical Documentation
Leadership Experience
Successfully trained new hires in medication management within the Senior Living Community. Emphasized compliance and effective client assistance, ensuring they know how to access essential information.
Certification
License Vocational Nurse in Texas and California
Timeline
Customer Service Representative
Centene Inc
07.2020 - Current
Customer Service Specialist II
CVS Caremark
06.2019 - 07.2020
Video Repair Specialist
Charter Communication
09.2018 - 06.2019
Customer Service Rep
Collabera Inc.
08.2016 - 09.2018
Customer Service Rep
Working Solutions Inc.
11.2013 - 08.2016
Resident Care Director
Emeritus Corp
12.2007 - 03.2011
Licensed Vocational Nurse -
Summit Career College
High School Diploma -
San Gorgonio High School
License Vocational Nurse in Texas and California
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