Eternity Phillips
Conyers,GA
Summary
Dedicated administrative professional with successful experience in fast-paced office settings. Hardworking team player with expertise in completing various clerical tasks and offering staff support. Responsible, punctual and productive professional when working with little to no supervision. Effective Unit Secretary with superior expertise in patient privacy protocols and nursing unit operations. Well-versed in incoming call management and patient database updates demonstrated over Number years of related experience.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Unit Secretary
Piedmont Newton Hospital
06.2017 - Current
- Managed incoming calls and directed to appropriate department.
- Maintained patient confidentiality in line with HIPAA regulations.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Organized paperwork such as charts and reports for office and patient needs.
- Maintained rapport with physicians, nurse,s and other healthcare personnel.
- Supported office staff and operational requirements with administrative tasks.
- Maintained current and accurate medical records for patients.
- Provided information for patient admissions and discharges to foster timely processing.
- Executed administrative duties to facilitate unit tasks and meet team goals.
- Enhanced office productivity by handling high volume of callers per day.
- Processed lab paperwork and requests according to physicians' orders.
- Performed various administrative tasks by filing, copying and faxing documents.
- Received and routed laboratory results to correct clinical staff members.
- Prepared and processed patient referrals and transfer requests.
- Answered phone calls and messages for Number-physician Type medical facility, scheduling appointments, and handling patient inquiries.
911 Operator
Newton County Sheriff's Office
01.2015 - 06.2017
- Routed calls to police, fire, and ambulance service to meet individual call needs.
- Followed established protocols for professional handling of emergency situations.
- Proved successful working within tight deadlines and a fast-paced environment.
- Dispatched and coordinated emergency services teams according to high-priority calls.
- Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
- Assessed emergency requests and made quick judgment calls to determine appropriate action.
- Reduced risks and emergency response issues by observing public safety field units.
- Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.
Customer Service Manager
Macys Department Store
05.2012 - 10.2015
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Followed through with client requests to resolve problems.
- Kept accurate records to document customer service actions and discussions.
- Created and reviewed invoices to confirm accuracy.
- Negotiated contracts with outside carriers to minimize costs to company and customers.
- Developed detailed plans based on broad guidance and direction.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
Customer Care Representative
AT&T
04.2009 - 05.2012
- Responded to customer needs through competent customer service and prompt problem-solving.
- Assisted call-in customers with questions and orders.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Navigated multiple computer systems and applications to find information.
- Communicated with clients regarding account services, statements, and balances.
- Logged call information and solutions provided into internal database.
- Maintained and managed customer files and databases.
- Developed and implemented customer service policies and procedures to use adequate techniques and apply best practices.
- Resolved concerns with products or services to help with retention and drive sales.
- Investigated and resolved customer inquiries and complaints quickly.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Educated customers about billing, payment processing and support policies and procedures.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Cross-trained and backed up other customer service managers.
- Trained new personnel regarding company operations, policies and services.
Education
Newton High School
Covington, GA05.2008
Skills
- Nursing Unit Operations
- Medical Transcription
- Coaching and Training
- Pre-Hospital Care
- Heart Monitoring
- Patient Scheduling
- Electronic Recordkeeping
- Patient Referral
- Patient Admission
- Healthcare Resource Coordination
- Clinical Support
- Inpatient Care
- Customer Service
- Unit Secretary Training
- Taking Client Histories
Certification
Basic Life Support Certification
Timeline
Unit Secretary
Piedmont Newton Hospital
06.2017 - Current
911 Operator
Newton County Sheriff's Office
01.2015 - 06.2017
Customer Service Manager
Macys Department Store
05.2012 - 10.2015
Customer Care Representative
AT&T
04.2009 - 05.2012
Newton High School
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