Deana Scelzo
Peoria,AZ
Your time is limited, so don’t waste it living someone else’s life.
Steve Jobs
Summary
Amicable Phone Operator with commitment to excellence and more than Number years of experience. Effective individual with pleasant voice promoting extensive knowledge of Area of expertise. Helpful Telephone Operator adept at providing detailed and correct information to inquiring customers. Skilled in front desk management and call routing. Displays poised and eloquent demeanor to convey positive company image. Attentive Job Title with Number years of experience facilitating communication in Type settings. Strong multi-tasking and technical troubleshooting ability. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Job Title position. Ready to help team achieve company goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
28
28
years of professional experience
Work History
Phone Operator
Dignity Health
10.2021 - Current
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Pleasantly greeted all callers and asked how to be of assistance.
- Managed multi-line phone system directing individuals to desired personnel and providing general information about operations.
- Answered average of Number calls per day and directed to appropriate departments and personnel.
- Collected and verified telephone numbers, addresses, and proper spelling of names.
- Used company's paging system to immediately contact specific personnel.
- Maintained accurate directory of all personnel and phone extensions.
- Resolved customer issues and complaints promptly and politely, upholding satisfaction.
- Monitored call queues and worked quickly to answer and resolve inquiries within target timeframes.
- Connected callers with appropriate professional, department, or business.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Supported customers by managing Number calls per day efficiently while maintaining professionalism and upbeat tone.
- Assisted colleagues with achieving task requirements, aiding team productivity and performance.
- Operated switchboard and routed incoming calls to appropriate departments.
- Remained calm and poised in stressful situations, diffusing angry callers and mitigating issues.
- Warmly greeted callers and offered assistance in transferring to appropriate department or employee.
- Received incoming calls and paged individuals and departments over PA system.
- Assisted over Number customers daily by answering questions and transferring to appropriate departments.
- Operated computers and fax machines to send and receive messages to customers and coworkers.
- Properly directed inbound calls in phone queues to improve call flow by Number%.
Scheduling Coordinator
Dignity Health
11.2014 - 11.2021
- Proactively identified scheduling issues and developed quick solutions to promote efficiency and profitability.
- Communicated scheduling changes to staff members, implementing proof-of-receipt to reduce errors.
- Developed strong working relationships with management and executive team through effective scheduling and communication skills.
- Managed daily scheduling conflicts to reduce operational backlogs and support full shift-coverage.
- Worked with manager and supervisor to plan and coordinate production schedules.
- Implemented time-blocking and schedule notifications to optimize time management.
- Generated reports and tracked data to monitor operational priorities and scheduling.
- Completed logs and reports detailing production data such as volume, materials used and quality assurance results, helping management make accurate operational decisions.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Monitored front areas so that questions could be promptly addressed.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
Unit Secretary
Dignity Health
11.2004 - 11.2014
- Managed incoming calls and directed to appropriate department.
- Maintained patient confidentiality in line with HIPAA regulations.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Organized paperwork such as charts and reports for office and patient needs.
- Maintained rapport with physicians, nurse,s and other healthcare personnel.
- Supported office staff and operational requirements with administrative tasks.
- Maintained current and accurate medical records for patients.
- Provided information for patient admissions and discharges to foster timely processing.
- Executed administrative duties to facilitate unit tasks and meet team goals.
- Enhanced office productivity by handling high volume of callers per day.
- Processed lab paperwork and requests according to physicians' orders.
- Monitored inventory levels and advised management of need for replenishment.
- Scheduled appointments and maintained department master calendar to facilitate efficient patient flow.
- Performed various administrative tasks by filing, copying and faxing documents.
- Placed new supply orders, managed inventory and restocked clerical spaces.
- Organized and maintained patient chart filing system to promote quick data finding for staff.
- Received and routed laboratory results to correct clinical staff members.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Prepared and processed patient referrals and transfer requests.
- Greeted visitors and initiated triage processes for clients to streamline patient flow.
- Answered phone calls and messages for Number-physician Type medical facility, scheduling appointments, and handling patient inquiries.
- Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
Patient Care Technician
Catholic Healthcare West
12.1997 - 11.2004
- Obtained patient vital signs and reported results to staff nurse or physician, noting changes from prior measurements.
- Answered patient assistance calls, assessed needs, and offered qualified support.
- Maintained clean and safe environment to promote patient safety and comfort.
- Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
- Collected and transported specimens to prepare for lab testing.
- Responded to patient emergencies with immediate care and notified clinicians to provide comprehensive assistance.
- Assisted in transferring patients, beds and patient care equipment to other rooms adhering to necessary safety precautions.
- Organized and replenished unit supplies to maintain team readiness for expected demands.
- Supported patient admissions, discharges, and transfers to promote team productivity.
- Maximized patient satisfaction by helping individuals carry out personal tasks such as dressing and walking.
- Helped patients maintain healthy skin by checking wounds, assessing integrity, and bathing bedbound individuals.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Applied oxygen via nasal cannula, simple masks and nebulizer masks under direction of nurse in charge.
- Educated patients and families on proper care and treatment to facilitate successful home care.
- Used principles of growth and development to provide age-specific treatment and care.
- Documented patient information and care activities in electronic health record.
- Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
- Maintained patient stability by checking vital signs and weight and recording intake and outtake information.
- Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
- Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
- Reduced risks of patient infection and cross-contamination by cleaning and sterilizing equipment.
- Facilitated personal hygiene management, feeding and ambulation.
- Helped patients with self-feeding and assisted feeding, based on individual needs.
- Responded to patient requests for supplies and personal comfort items such as extra blankets.
- Upheld infection control and prevention policies across different patient-facing areas.
- Transported patients between rooms and appointments or testing locations.
- Observed patients under care conditions to help identify symptoms, responses to treatments and progress with goals.
- Delivered high-quality care to Type patients in hospital facility.
- Helped patients complete range of motion exercises to prevent loss of function during care.
- Provided care to patients throughout lifespan with consideration of aging processes, human development stages and culture.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
- Followed directions of licensed nurses to administer medications and treatments.
- Monitored patient specimen samples and test results to effectively alert supervisors of potentially unhealthy changes.
- Supported needs of Number+ residents under long-term care.
- Collaborated with physicians to design at-home medication guidelines and educated patients and families on correct medication administration.
Bank Teller
Wells Fargo
02.1996 - 10.1997
- Answered customer inquiries regarding account balances, transaction history, services charges, and interest rates.
- Processed customer transactions promptly, minimizing wait times.
- Built and strengthened customer relationships by leveraging excellent interpersonal and communication skills.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Reconciled cash drawer and resolved discrepancies.
- Counted and packaged currency and coins.
Education
Associate Of Occupational Studies - Respiratory Therapy
1993
Skills
- Telephone Etiquette
- Call Distribution
- Administrative Tasks
- Information Assistance
- Emergency Response
- Professionalism
- Positive Attitude
- Adaptability and Flexibility
- Empathy and Patience
- Attention to Detail
- Problem Solving
- Stress Management
- Strong Interpersonal Skills
- Call Handling
- Social Perceptiveness
- Active Listening
- Professional Communication
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Phone Operator - Dignity Health
10.2021 - Current
Scheduling Coordinator - Dignity Health
11.2014 - 11.2021
Unit Secretary - Dignity Health
11.2004 - 11.2014
Patient Care Technician - Catholic Healthcare West
12.1997 - 11.2004
Bank Teller - Wells Fargo
02.1996 - 10.1997
Glendale Community College - ,
Apollo College - Associate Of Occupational Studies, Respiratory Therapy
Maricopa Community Colleges - Phoenix College - ,
Apollo High School - ,