ELIZABETH BOAKYE
INOVA Health Systems
Fairfax,United States
2
Languages
9
years of professional experience
Customer Support Specialist with extensive healthcare and senior-living experience, skilled at managing high-volume inbound calls, coordinating care, and executing emergency response protocols. Strong communicator and problem-solver with proven documentation and CRM proficiency (ServiceNow), HubSpot, Salesforce experience while committed to patient confidentiality and improving the patient experience. Currently pursuing a Bachelor of Nursing; seeking to leverage frontline patient-care and administrative skills in a clinical or patient-support role.
Work History
Customer Care Coordinator
4 Years 7 Months- Manage a high volume of inbound calls, providing detailed information on healthcare services, patient inquiries, and facility directions.
- Direct calls efficiently to the appropriate departments or personnel, enhancing communication flow and minimizing caller wait times.
- Execute emergency response protocols with precision, facilitating prompt action from emergency teams during critical situations.
- Maintain rigorous adherence to data security and patient confidentiality policies, ensuring the protection of sensitive information.
Customer Service Associate
6 Years- Acted as primary contact for residents and families, responding to inquiries and coordinating services to promote resident satisfaction and continuity of care.
- Scheduled appointments, managed communications, and maintained accurate resident records and logs.
- Addressed resident concerns and facilitated conflict resolution, informing supervisors of clinical or safety issues.
- Coordinated interdisciplinary teams for events, transportation, and on-site services, enhancing overall resident experience.
- Mentored new staff on customer-service standards and facility procedures, fostering a culture of excellence in service delivery.
Patient Safety Associate
1 Year 8 Months- Work with patients under the supervision of nurses and doctors to ensure safety and care.
- Assist patients with daily tasks and needs.
- Monitor and provide support to patients at risk of self-harm, ensuring their safety and wellbeing.
- Participate in high-quality, patient-centered care by providing continuous observation and monitoring for high-risk patients.
- Maintain a direct line of sight with patients at all times, even during family visits.
- Accompany patients during transportation, testing, and procedures, ensuring their safety.
- Establish a safe, risk-free patient environment using knowledge of fall prevention, infection control, and self-harm prevention protocols.
- Perform regular room assessments, particularly after visitations.
- Create clear, accurate documentation of patient status and activities during shifts.
- Restock non-medicinal patient room supplies as needed.
Customer Service Specialist
2 Years 11 Months- Verifying insurance coverage and patient demographics; managing and updating charts to ensure that information is complete and filed appropriately.
- Fulfills environmental responsibilities as assigned that may include setting up equipment according to department protocols, cleaning exam/procedure rooms, instruments, and equipment between patient visits to Maintain infection control.
- Ordering, sorting, storing supplies; and restocking office supplies.
- Fulfills organizational responsibilities as assigned including respecting/promoting patient rights; responding appropriately to emergency codes; sharing problems relating to patients and/or staff with immediate supervisor.
- Fulfills clinical medical assisting responsibilities that vary according to state law, which may include medical asepsis, checking vital signs.
Customer Service/Retail Associate
6 Months- Delivered friendly, efficient customer service on the sales floor, assisting customers with product selection and inquiries.
- Operated POS system to process sales, returns, and exchanges accurately.
- Supported merchandising and inventory tasks, including restocking and organizing displays to maintain store standards.
- Collaborated with team members to meet daily sales and customer service goals.
Education
Bachelor of Nursing
Diploma
Skills
Microsoft Office
Multitasking
ServiceNow
Conflict resolution
Critical Thinking
Active listening
Tracking and Documentation
CRM software proficiency
Report Creation
Problem Solving
Communication skills
Organizational Skills
Problem-solving
Time Management
Product expertise
Fast-paced work environment
Customer service orientation
Analytical Skills
LANGUAGES
English - Highly proficient
Akan(Twi) - Native speaker
Timeline
Customer Care Coordinator
INOVA Health Systems
01.2022 - CurrentRead More
Patient Safety Associate
Mount Vernon Hospital
05.2020 - 01.2022Read More
Customer Service Specialist
Sunrise Senior Living
01.2019 - 12.2021Read More
Customer Service Associate
Goodwin House Alexandria
08.2018 - 08.2024Read More
Customer Service/Retail Associate
Ross Dress for less
01.2018 - 07.2018Read More
T.C Williams High School
Diploma
Read More
Chamberlain University
Bachelor of Nursing
Read More