Dominique Hardy
Morrisville,PA
Summary
Experienced professional with a strong background in customer service, medical support, and administrative operations. Skilled in managing high call volumes, coordinating healthcare services, and offering compassionate support to diverse populations. Committed to achieving organizational excellence and continuously improving processes.
Overview
8
8
years of professional experience
Work History
Social Service Representative (GS-7, Step 4)
U.S. Department of Veterans Affairs
01.2025 - Current
- Handled inbound telephone calls and web chats from Veterans, their families, and legal representatives.
- Facilitated access to social, VA, and community resources.
- Document all interactions and maintain detailed administrative records.
- Conducted detailed investigations to resolve complex matters.
Advanced Medical Support Assistant (GS-6, Step 4)
U.S. Department of Veterans Affairs
01.2021 - 01.2025
- Utilized Avaya to manage inbound calls and coordinate medical scheduling for veterans in CRM.
- Modified personal information for patients and families.
- Ensured quality assurance standards for newly hired staff.
- Formulated detailed training resources.
- Enhanced Veteran participation in MyHealtheVet.
- Promoted effective communication among medical staff by serving as a reliable liaison between physicians, nurses, and administrative personnel.
- Maintained strict compliance with HIPAA regulations, ensuring the protection of sensitive patient information.
Call Center Representative
Call 4 Health
07.2019 - 01.2020
- Managed appointment scheduling and cancellations in line with HIPAA standards.
- Communicated critical information to healthcare teams for seamless coordination.
- Handled critical patient inquiries following established call center guidelines.
Call Center Representative
LogistiCare
10.2017 - 06.2019
- Coordinated Non-Emergency Medical Transportation services.
- Addressed and resolved customer concerns related to transportation.
- Provided outstanding service in a dynamic, high-call-volume setting.
Education
High School Diploma -
Newark Tech High School
Newark, NJ06.2004
Skills
- Customer support
- Customer relations
- Database maintenance
- Organization
- Complaint handling
- Database management
- Account updates
- Customer relationship management
- Calendar management
- Payment acceptance
- Schedule management
- Remote assistance
- Relationship building
- Data entry
- Critical thinking
- Active listening
- Customer service
- Team development
- Computer proficiency
- Call center operations
- Microsoft outlook
- Quality control
- Conflict resolution
- Paperwork processing
- Problem resolution
- Call triaging
- Order fulfillment
- Coordination
- Call management
- Report preparation
- Client relations
- Professional telephone demeanor
- Dispute resolution
- Data collection
- Follow-up skills
- Route management
- Documentation
- Staff training
- Complaint resolution
- Microsoft Office Suite
- Customer RMA management
- Filing
Timeline
Social Service Representative (GS-7, Step 4)
U.S. Department of Veterans Affairs
01.2025 - Current
Advanced Medical Support Assistant (GS-6, Step 4)
U.S. Department of Veterans Affairs
01.2021 - 01.2025
Call Center Representative
Call 4 Health
07.2019 - 01.2020
Call Center Representative
LogistiCare
10.2017 - 06.2019
High School Diploma -
Newark Tech High School
Similar Profiles
Camilla LanierCamilla Lanier
Director, Planning and Operations at U.S. Department of Veterans Affairs, Veterans Health Administration (VHA) Office of Integrity and Compliance (OIC)Director, Planning and Operations at U.S. Department of Veterans Affairs, Veterans Health Administration (VHA) Office of Integrity and Compliance (OIC)
Wendy Johanne LafleurWendy Johanne Lafleur
Supervisory Program Specialist GS 09 at U.S Department of Veterans Affairs, Veterans Health AdministrationSupervisory Program Specialist GS 09 at U.S Department of Veterans Affairs, Veterans Health Administration
Olusola AtereOlusola Atere
Epidemiologist/Biostatistician at U.S. Department of Veterans Affairs: Airborne Hazards & Burn Pit Center of ExcellenceEpidemiologist/Biostatistician at U.S. Department of Veterans Affairs: Airborne Hazards & Burn Pit Center of Excellence
Shaquille JacobsShaquille Jacobs
Junior Software Engineer and Scrum Master at MerckJunior Software Engineer and Scrum Master at Merck
Kalie SoulsbyKalie Soulsby
Junior Varsity Head Coach / Varsity Assistant Coach at New Hope-Solebury High SchoolJunior Varsity Head Coach / Varsity Assistant Coach at New Hope-Solebury High School