E’lisha Worford
Kansas City,MO
Summary
Results-driven professional with extensive experience in healthcare and customer service roles. Over 16 years in nursing across multiple settings, coupled with 3 years as a customer service representative, handling significant call volumes. Strong technical skills in CRM and call-center software, ensuring effective communication and documentation. Focused on delivering exceptional care and support to improve client well-being.
Overview
16
16
years of professional experience
Work History
Certified Medication Aide
Delmar Gardens of Overland Park
Overland Park, KS
04.2009 - Current
- Performed patient vital signs, height, and weight measurements and monitored glucose and patient wellbeing.
- Interacted kindly with patients and families resulting in establishment of long-term, professional relationships.
- Reduced medication errors by maintaining accurate documentation of administered medication.
- Safeguarded patient privacy by adhering strictly to HIPAA regulations during all aspects of medication handling and administration processes.
- Provided training and mentoring for newly hired Certified Medication Aides, promoting quality care across all staff members.
- Displayed excellent attention to detail when updating electronic medical records after each instance of administering medicine as per legal requirements.
Customer Service Representative
Health Net, Centene
11.2021 - 12.2024
- Handled incoming calls from service members, families, and healthcare providers remotely.
- Executed enrollment tasks, including plan enrollments, payment collection, and changes.
- Facilitated authorizations and referrals by updating provider information and verifying status.
- Educated beneficiaries and providers on plan details, including eligibility and covered benefits.
- Provided technical support for website access, assisting users with account registration and password resets.
- Coached new hires to ensure effective integration into the team.
- Responded promptly to customer requests, delivering tailored recommendations and exceptional support.
Education
Medical Office Assistant
Bryan College
Topeka, KSSkills
CRM software proficiency
Technical troubleshooting
Communication skills
Medical terminology
EMR systems
Microsoft Office and Teams
Vital signs
Timeline
Customer Service Representative
Health Net, Centene
11.2021 - 12.2024
Certified Medication Aide
Delmar Gardens of Overland Park
04.2009 - Current
Medical Office Assistant
Bryan College