Donna Milliot
Bristol,CT
Summary
Experienced Healthcare team member proficient in customer service focused environments. Demonstrated strengths in building relationships, prioritizing tasks and managing time effectively. Hardworking and dedicated with HIPAA certification. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
7
7
years of professional experience
Work History
Patient Care Technician
Allied Community Services
Southington, CT
04.2023 - Current
- Provided direct patient care.
- Administered prescribed medications
- Maintained accurate records of patient care, condition, and progress.
- Provided emotional support for patients and families during difficult times.
- Reported any observed changes in behavior or physical condition to the patients family immediately.
- Responded quickly in emergency situations by providing appropriate first aid measures.
- Performed variety of delegated basic patient care services to support activities of daily living.
- Documented patient intake and dietary requirements and aided with feeding and monitoring.
- Delivered outstanding patient care based on physical, psychological, educational and related criteria.
- Promoted patient satisfaction by assisting with bathing, dressing and exercising.
- Performed minor housekeeping tasks to keep patient areas clean and sanitized.
- Supported healthy patient skin with bedside baths, wound care and integrity checks.
- Examined and treated patient lacerations, contusions and physical symptoms and referred patients to other medical professionals if necessary.
- Communicated with patients to determine feelings, need for assistance or social and emotional support.
- Documented and reported observations of patient behavior, complaints or physical symptoms to husband.
- Supported daily living activities by serving meals, feeding.
- Provided physical support to assist patients with bathing, dressing and toileting.
- Planned and served meals and snacks to patients according to prescribed diets.
- Safeguarded patient privacy with strict adherence to HIPAA protocols.
- Administered medications and documented
Customer Care Representative
Physician One Urgent Care
Brookfield, CT
11.2020 - 02.2022
- Answered customer inquiries over the phone and via email.
- Provided accurate, valid, and complete information to customers.
- Resolved customer complaints promptly and professionally.
- Maintained a detailed record of all customer interactions, transactions, comments, and complaints.
- Built sustainable relationships of trust through open communication with customers.
- Ensured compliance with company policies regarding privacy laws and data protection regulations.
- Participated in team meetings
- Utilized problem-solving techniques such as root cause analysis to identify recurring issues that could be addressed proactively.
- Adhered strictly to confidentiality guidelines when dealing with sensitive customer information.
- Escalated unresolved issues requiring further investigation or specialized expertise.
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- De-escalated customer issues with proven conflict mediation and problem-solving abilities.
- Maintained high satisfaction score by consistently resolving first-call issues.
- Delivered customer support to high call load each shift.
- Educated customers where applicable to alleviate need for future contact.
- Built sustainable relationships and trust with customer accounts through open and interactive communication.
- Provided feedback on customer service efficiency to deliver better support options.
- Documented customer correspondence in CRM to track requests, problems and solutions.
- Processed customer account changes with proprietary software.
- Kept records of customer interactions
- Medical scheduling
- Helped patients obtain test results by utilizing medical software programs EMR/PM /Citrix
- Displayed empathy for patients over their concerns of testing procedures or their test results and treatment.
- Informing and explaining to patients the regulations and or processes of the clinics and what is expected upon their arrival to the clinics
- Explaining test procedures
- Verifying with patient their insurance insurance, accepted forms of acceptable payments, and co-pays
- Scheduling office visits for patients and Telehealth appointments
- Continuing education/modules HIPAA knowledge compliant.
Resident Services Coordinator
Ahepa Management
Wethersfield, CT
10.2019 - 12.2020
- Provided direct support to residents with medical, housing, and social services needs.
- Conducted home visits to assess resident's living conditions and identify potential service opportunities.
- Developed individualized service plans for each resident based on assessment results.
- Coordinated referrals to appropriate community-based organizations and agencies.
- Assisted in the development of resources available to residents including housing assistance, financial assistance, employment opportunities, health care access, and educational programs.
- Participated in weekly staff meetings to discuss current cases and develop strategies for addressing client needs.
- Maintained detailed records of all contacts with clients including progress notes, assessments reports, treatment plans and discharge summaries.
- Provided crisis intervention services as needed to address immediate concerns or issues related to mental health or substance abuse problems.
- Educated residents on rights and responsibilities within the facility as well as landlord and tenant laws governing rental agreements.
- Organized recreational activities such as sports tournaments, movie nights, holiday parties for residents.
- Actively participated in monthly team meetings with supervisors to review performance metrics and discuss new initiatives for improving services delivery.
- Assisted in developing policies and procedures related to resident services operations.
- Advised tenants on tenant rights and regulations regarding leases and rental agreements.
- Ensured that all necessary paperwork is completed accurately and timely prior to move-in day.
- Responded promptly and professionally to any complaints from tenants regarding maintenance issues or other concerns.
- Created a welcoming environment by greeting visitors warmly and providing prompt service.
- Established relationships with various community partners and vendors who can provide services or goods beneficial to our clients.
- Attended trainings and workshops (NERSC) conferences related to Resident Services Coordinator duties and best practices.
- Fostered relationships with residents and worked with new residents to optimize acclimation and ease transition to new living environment.
- Conducted regular rounds to keep residents and areas safe and secure.
- Communicated with staff to resolve problems with residents.
- Answered telephones and routed calls or delivered messages.
- Developed and coordinated educational programs for residents.
- Chaperoned group-sponsored trips and social functions.
- Facilitated bereavement groups and provided counseling and emotional support to help residents cope with loss.
- Promoted a positive environment for all residents by encouraging them to become more actively involved in the community and help them open up and be social by offering to support them in their engagements.
- Counseling to those residents who have been affected by a traumatic experience or have general mental health issues.
- Conflict management and resolution
- Implemented a non-bias, supportive. Positive environment where inclusion and the validity of residents feelings were honored and recognized.
- Collected data from residents and produced annual assessments of residents and their continued ability to live independently
- Data collection for annual HUD reports
Resident Services Coordinator
Cmc Management
Middletown, Ct, CT
09.2017 - 10.2019
- Provided direct support to residents with medical, housing, and social services needs.
- Conducted home visits to assess resident's living conditions and identify potential service opportunities.
- Developed individualized service plans for each resident based on assessment results.
- Coordinated referrals to appropriate community-based organizations and agencies.
- Facilitated case management meetings with residents and other stakeholders involved in their care.
- Assisted in the development of resources available to residents including housing assistance, financial assistance, employment opportunities, health care access, and educational programs.
- Participated in weekly staff meetings to discuss current cases and develop strategies for addressing client needs.
- Maintained detailed records of all contacts with clients including progress notes, assessments reports, treatment plans and discharge summaries.
- Provided crisis intervention services as needed to address immediate concerns or issues related to mental health or substance abuse problems.
- Educated residents on rights and responsibilities within the facility as well as landlord and tenant laws governing rental agreements.
- Organized recreational activities such as sports tournaments, movie nights, holiday parties for residents at the facility.
- Collaborated with outside organizations such as homeless shelters, food pantries, job training centers to provide additional resources for clients in need.
- Actively participated in monthly team meetings with supervisors to review performance metrics and discuss new initiatives for improving services delivery.
- Assisted in developing policies and procedures related to resident services operations.
- Advised tenants on tenant rights and regulations regarding leases and rental agreements.
Home Health Aide
From The Heart Home Care
Berlin, CT
07.2017 - 10.2017
- Assisted with personal care activities, such as bathing, dressing and grooming.
- Provided companionship and monitored health condition of clients.
- Transported clients to doctor appointments and social events.
- Prepared meals and snacks according to prescribed diets.
- Helped clients move in bed, stand or walk using proper body mechanics techniques.
- Changed bed linens and maintained a clean living environment for the client's safety.
- Administered medications as instructed by physician or nurse practitioner.
- Reported any changes in the client's physical or emotional condition to supervisor immediately.
- Recorded daily notes about client conditions, treatments provided and progress made.
- Engaged patients in recreational activities such as reading books or playing games.
- Took initiative to ensure all tasks were completed efficiently within the designated time
- Maintained confidentiality of patient information at all times as per HIPAA regulations.
- Instructed family members regarding proper home care techniques and infection control procedures.
- Provided emotional support to clients dealing with chronic illnesses or end-of-life situations.
- Cared for patients by assisting with personal hygiene tasks and completing basic household chores.
- Maintained clean and well-organized environment for client happiness and safety.
- Helped clients stay happy and healthy by providing mental and emotional support.
- Followed HIPAA regulations to maintain confidentiality of sensitive patient information.
- Improved patient outlook and daily living through compassionate care.
- Assisted with client personal care needs to foster independence and well-being.
- Helped client with medication self-administration.
- Accompanied clients to doctors' offices and on other trips outside home, providing transportation, assistance and companionship.
- Aided with mobility and independence for disabled individuals and continually monitored safety.
- Monitored client behaviors and emotional states, reporting concerns to case manager and documenting information in files.
- Developed strong and trusting rapport with patients to facilitate smooth, quality care.
- Prepared high-quality nutritious meals for patients to promote better overall health and improve eating habits.
- Organized and administered medications on schedules to alleviate symptoms and improve quality of life.
- Cared for patients by washing and ironing laundry, cleaning or assisting with personal care.
- Dressed, groomed and fed patients with limited physical abilities to support basic needs.
- Accompanied clients to doctors' offices or on other trips outside home.
- Delivered high level of assistance with cooking, meal preparation.
- Provided entertainment and companionship through conversation, reading and board games.
- Maintained updated records and safeguarded patient privacy in accordance with HIPAA.
- Provided patients and families with emotional support and instruction.
Customer Service Representative
Fanueil/Ct State Husky Medicaid Access Health
Bristol, CT
01.2017 - 10.2017
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with their member benefits.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Set up and activated customer accounts.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Made outbound calls to obtain account information.
- Improved customer service wait times to mitigate complaints.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Updated databases with new and modified customer data.
- Referred unresolved customer grievances to designated departments for further investigation.
Education
High School Diploma -
Wallingford Adult Education
Wallingford, CT06-1992
Bachelor of Science - Psychology
Cornerstone University
Grand Rapids, MISkills
- Sterilization techniques
- Patient Observation
- ADL support
- Specimen Collection
- Basic nursing care
- Vital signs monitoring
- Information Protection
- Adaptable
- Data Collection
- Healthcare expertise
- Patient positioning understanding
- Medical Laboratory Procedures
- Professional Bedside Manner
- Patient Services
- Medical scheduling
- Pharmacy Technician experience
- Customer Service
- Typing
- Microsoft Office 365 software
- Excel
- Power point
- EMR systems
- Epic
- Citrix
- E-clinical
- Athena health systems
- Medical terminology
- Various Microsoft programs
- Data entry
- Budgeting
- Phone etiquette
- HIPAA privacy practices
- Medical records
- 8x8
- Conflict Resolution and management
- Zendesk
- Document Review
- Customer Retention
- Oracle
- AdvancedMD
- Nice phone system
- Ring central
- ROI
- Insurance verification
- Patient assessments( mental health) psychiatry
- Social work
- Case management
- Patient care
- Retail sales
- Fashion retail
Timeline
Patient Care Technician
Allied Community Services
04.2023 - Current
Customer Care Representative
Physician One Urgent Care
11.2020 - 02.2022
Resident Services Coordinator
Ahepa Management
10.2019 - 12.2020
Resident Services Coordinator
Cmc Management
09.2017 - 10.2019
Home Health Aide
From The Heart Home Care
07.2017 - 10.2017
Customer Service Representative
Fanueil/Ct State Husky Medicaid Access Health
01.2017 - 10.2017
High School Diploma -
Wallingford Adult Education
Bachelor of Science - Psychology
Cornerstone University