Summary
Overview
Work History
Education
Skills
Timeline
Generic

COLLEEN ROBERTS

BOSTON,Massachusetts

Summary

Medical Assistant with extensive experience providing direct clinical support and exceptional customer service in healthcare settings. Proficient in managing electronic medical records. conducting vital sign recordings, also assisting with specialized procedures like Thyroid biopsies. Demonstrating strong organizational skills, attention to detail, and a commitment to enhancing patient - clinical relationships.

Overview

10
10
years of professional experience

Work History

MEDICAL ASSISTANT

COMPLETE STAFFING SOLUTIONS - MGB
12.2024 - Current
  • Sanitized, restocked, and organized exam rooms and medical equipment.
  • Obtained client medical history, medication information, symptoms, and allergies.
  • Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
  • 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.

MEDICAL ASSISTANT

ATRIUS HEALTH
11.2023 - 12.2024
  • Sanitized, restocked, and organized exam rooms and medical equipment.
  • Obtained client medical history, medication information, symptoms, and allergies.
  • Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
  • Performed medical records management, including filing, organizing and scanning documents.
  • Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
  • Maintained strict adherence to infection control protocols by following proper sterilization techniques for medical equipment.
  • Assist clinician with thyroid biopsy procedures.
  • Provide excellent customer service and strengths the patient and clinicians relationship through timely and informative interactions with the patient.
  • Advise patients of preparations and testing required for exams.
  • Assist clinicians with the exam room procedure and test in the exam room.

CUSTOMER SERVICE REPRSENTATIVE - SUPERVISOR

AUTOMATED HEALTH SERVICES - MASS HEALTH
06.2022 - 10.2023
  • Resolved escalated customer service inquiries and complaints to maintain satisfaction.
  • Coached and mentored service representatives to deliver polite, professional customer interactions.
  • Built positive rapport and relationships for high levels of customer satisfaction.
  • Enhanced customer satisfaction by efficiently addressing and resolving concerns.
  • Monitored team of 41 Customer Services Representatives to assess knowledge, tone and adherence to company policy.
  • Monitored customer service calls to ensure quality standards were met and addressed any issues that arose during the call.
  • Collaborated with Human Resources on disciplinary action plans when needed due to poor performance or misconduct among staff members.
  • Developed processes for handling escalated customer complaints in an efficient manner.
  • Maintained accurate records of all interactions between customers and representatives including complaints, resolutions, escalations.

CUSTOMER SERVICE REPRESENTATIVE

GRANITE TELECOMMUNICATIONS LLC
01.2022 - 06.2022
  • 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.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Answered inbound calls, chats and emails to facilitate customer service.
  • Provided excellent customer service to resolve customer complaints in a timely manner.
  • Answered customer inquiries and provided accurate information regarding products and services.
  • Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.

CUSTOMER SERVICE CASHIER

WHOLE FOODS MARKET INC
09.2017 - 02.2022
  • Maintained a clean and organized workspace, promoting a welcoming environment for customers.
  • Handled high-pressure situations calmly, maintaining composure during busy periods or difficult interactions.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Processed customer orders and accurately handled payment transactions.
  • Greeted customers and provided friendly customer service.
  • Assisted customers with locating merchandise within the store.
  • Informed customers about product pricing and answered questions regarding products and services available in the store.
  • Operated cash registers to process payments for goods and services.
  • Processed credit card transactions accurately and efficiently.

HOME HEALTH AIDE ASSISTANT

ANODYNE HEALTH
03.2017 - 08.2018
  • Accompanied patients during recreational activities or therapy sessions for support and encouragement towards a healthier lifestyle.
  • Provided emotional support to patients and their families during challenging times, fostering positive relationships.
  • Monitored vital signs, including pulse rate, respiration rate and temperature.
  • Prepared meals for patients following prescribed diets.
  • Assisted with light housekeeping tasks related to patient care.
  • Educated clients about the risks associated with drug and alcohol use.
  • Recorded daily notes about client conditions, treatments provided and progress made.
  • Ensured that medical equipment was functioning properly before use on patients.

MEDICAL ASSISTANT /MEDICAL LAB TECHNICIAN INTERN

UPHAMS CORNER HEALTH CENTER
08.2015 - 08.2016
  • Sanitized, restocked, and organized exam rooms and medical equipment.
  • Performed laboratory testing and operated automated equipment within limits.
  • Followed proper guidelines for safe handling of blood, body fluids and hazardous chemicals.
  • Drew blood through venous incision or puncture to obtain sample for analysis and diagnosis.
  • Provided exceptional service by responding promptly to inquiries from medical staff regarding test results or methodology.
  • Maintained sufficient inventory of laboratory supplies for daily operations.

Education

Associate of Science - NURSING

QUINCY COLLEGE
Quincy, MA

No Degree - MEDICAL ASSISTANT / CNA

AMERICAN RED CROSS
BRAINTREE ,MA
06-2015

Skills

  • Patient interaction
  • Medical records management
  • Infection control
  • Clinical assistance
  • Customer service
  • HIPAA compliance
  • Patient scheduling
  • Medical terminology knowledge
  • EMR / EHR
  • Team Coaching
  • Performance Evaluation
  • Payroll Administration
  • Staff Monitoring
  • Issue Resolution
  • Direct patient care
  • Phlebotomy
  • Laboratory specimen collection
  • Inventory and supply management
  • Payment collection

Timeline

MEDICAL ASSISTANT

COMPLETE STAFFING SOLUTIONS - MGB
12.2024 - Current

MEDICAL ASSISTANT

ATRIUS HEALTH
11.2023 - 12.2024

CUSTOMER SERVICE REPRSENTATIVE - SUPERVISOR

AUTOMATED HEALTH SERVICES - MASS HEALTH
06.2022 - 10.2023

CUSTOMER SERVICE REPRESENTATIVE

GRANITE TELECOMMUNICATIONS LLC
01.2022 - 06.2022

CUSTOMER SERVICE CASHIER

WHOLE FOODS MARKET INC
09.2017 - 02.2022

HOME HEALTH AIDE ASSISTANT

ANODYNE HEALTH
03.2017 - 08.2018

MEDICAL ASSISTANT /MEDICAL LAB TECHNICIAN INTERN

UPHAMS CORNER HEALTH CENTER
08.2015 - 08.2016

Associate of Science - NURSING

QUINCY COLLEGE

No Degree - MEDICAL ASSISTANT / CNA

AMERICAN RED CROSS

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