Shanekwa Rosa
Tampa,FL
Summary
Detail-oriented and knowledgeable Medical Assistant/ Customer Care Specialist skilled at completing patient-facing and office-based tasks by applying strong multitasking and organizational abilities. Exceptional customer service, conflict mediation and communication skills to address diverse needs. Smoothly mitigate customer conflicts through calm, level-headed strategies. Responsive and resilient team player with adaptable and resourceful mindset.
Fully Bilingual ( English and Spanish).
Overview
9
9
years of professional experience
Work History
Medical Assistant/Customer Care Specialist
Comprehensive Spine Institute
Clearwater, FL
05.2020 - Current
- Promoted office efficiency, coordinating charts and helping patients with diverse needs.
- Documented vital signs and health history for patients in clinic and hospital environments.
- Managed over 50 Patient calls per day.
- Enhanced patient outcomes by providing knowledgeable education on procedures, medications and other physician instructions.
- Directed patients to exam rooms, fielded questions and prepared for physician examinations.
- Sanitized, restocked and organized exam rooms and medical equipment.
- Performed clerical duties, such as word processing, data entry, answering phones and filing.
- Defused patients concerns with exceptional conflict and problem resolution skills.
- Responded to patients inquiries via phone, email, and web-based platforms.
- Defused patients concerns with exceptional conflict and problem resolution skills.
- Achieved high satisfaction rating through proactive one-call resolutions of patients issues.
- Taught patients about medications, procedures and care plan instructions.
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment.
Team Leader/Supervisor
Biospine Instiute
Tampa , FL
02.2014 - 03.2020
- Precepted newly hired medical assistants to train each on office procedures and important tasks.
- Managed 4 doctors and overseen more than 5 medical assistants.
- Mentored and guided employees to foster proper completion of assigned duties.
- Built strong relationships with patients through positive attitude and attentive response.
- Documented patient information in EMR and prepared paperwork for medical staff.
- Assisted physicians and nurses with clinical procedures following safe practices.
- Triaged incoming calls for provider to determine callers' needs for immediate appointments or scheduled visits.
- Directed patients to exam rooms, fielded questions and prepared for physician examinations.
- Enhanced patient outcomes by providing knowledgeable education on procedures, medications and other physician instructions.
- Called and faxed pharmacies to submit prescriptions and refills.
- Used computerized data management systems to organize immense datasets and coordinate care details for large patient bases.
- Verified and updated demographic and other personal information for clients with respect to personal boundaries when asking for important details.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Revised work practices to improve efficiency, boost quality and meet production goals.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Submitted documentation and reports to upper management.
- Took on additional job duties during unexpected backlog, resulting in meeting project target date.
- Worked different stations to provide optimal coverage and meet production goals.
Customer Service Representative
One Touch Direct
Tampa, FL
12.2012 - 01.2014
- Provided primary customer support to internal and external customers.
- Used company troubleshooting resolution tree to evaluate technical problems and find appropriate solutions.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Provided information regarding charge accounts and loyalty programs.
- Developed community reputation through commitment to customer satisfaction and strong client relationships.
- Managed over 75 calls per day.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Answered constant flow of customer calls with minimal wait times.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Adapted to new applications and maintained knowledge of current technologies.
- Demonstrated high attention to detail, organization and management of multiple tasks and projects simultaneously.
Education
Associate of Science - Medical Assisting
Ultimate Medical Academy - Clearwater
Tampa, FL05.2011
High School Diploma -
Wharton High School
Tampa, FL06.2009
Skills
- Building Patient/Customer Trust and Loyalty
- Critical Thinking
- Multi-line Telephone System Operation
- Decision Making
- Procedure Assistance
- Operating EKG Equipment
- Multitasking and Prioritization
- Efficient and Detail-Oriented
- Calm and Professional Under Pressure
- Phlebotomy
Languages
Spanish
Timeline
Medical Assistant/Customer Care Specialist
Comprehensive Spine Institute
05.2020 - Current
Team Leader/Supervisor
Biospine Instiute
02.2014 - 03.2020
Customer Service Representative
One Touch Direct
12.2012 - 01.2014
Associate of Science - Medical Assisting
Ultimate Medical Academy - Clearwater
High School Diploma -
Wharton High School