Summary
Overview
Work History
Education
Timeline
Generic

FELICIA R. PATE

Baltimore

Summary

Highly-motivated employee with over 20 years of experience and the desire to excel. Skilled in managing multiple tasks, handling phone calls, and maintaining a welcoming environment. I have a keen eye for detail, I am conscientious and meticulous. Dedicated to learning, growing, succeeding and being an asset to your company. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.

Overview

29
29
years of professional experience

Work History

Telephone Operator

Sheppard Pratt Hospitals
Towson
06.2023 - Current
  • Demonstrates a clear customer focus and strives to exceed patient/family expectations for customer service.
  • Provides accurate call processing proficiency and serves as a positive contact for a nationwide circle of patients, families, and individuals.
  • Communicates in a professional manner.
  • Maintains constructive relationships with co-workers, peers, and manager(s).
  • Demonstrates openness to new ideas and new ways of doing things for department efficiency.
  • Under the direction of the Supervisor, may assist in training and orienting new staff as required.
  • Routes incoming calls through appropriate channels.
  • Answers promptly, courteously, and in a clear, pleasant voice.
  • Provided exceptional customer service to callers seeking assistance and information.
  • Collaborated with medical staff to relay important messages promptly.
  • Utilized computer systems for call documentation and routing tasks effectively.

Discharge Coordinator

Sheppard Pratt Hospitals
Towson
10.2022 - Current
  • In collaboration with the patients' interdisciplinary treatment team, performs a full range of aftercare and discharge planning services geared to mentally ill patient of the population.
  • Maintains comprehensive knowledge base of agencies, organizations, and resources within the referral community for discharge planning and placement.
  • Communicating with patients based on an understanding of the developmental needs of the population.
  • Develops and assists in the implementation of discharge and aftercare plans; works with patients and families to facilitate the community transition and assure appropriate match to patients' needs.
  • Educated patients and families on aftercare instructions and available community resources.
  • Collaborated with healthcare teams to develop comprehensive discharge plans for patients.
  • Reviewed medical records to confirm readiness for discharge and compliance with policies.
  • Facilitated communication between patients, families, and healthcare providers during discharge.

Unit Secretary

Sheppard Pratt Health System
Towson
05.2006 - 01.2021
  • Receive telephone inquiries and greet visitors.
  • Update and brief Unit Manager and Physicians of operational difficulties affecting the unit.
  • Provide secretarial support to one or more officials, managers and unit staff.
  • Operate various office machinery such as photocopiers, scanners, facsimile machines, voice mail systems, and personal computers, and other responsibilities as designated or deemed necessary.
  • Manage one-to-one sits and talk sessions with patients as needed to measure mood, mental status, and concerns.
  • Coordinate and maintain patient charts, patient files, and unit files according to policies and procedures; schedule appointments, operate daily patient admission & discharge log using IDX system.
  • Knowledge of basic Medical Terminology.
  • Responsible for payroll of unit staff using Kronos software.
  • Responsible for inputting unit staff work schedule.
  • Open, sort, and distribute mail.
  • Initiate maintenance request and repairs for unit.
  • Responsible for ordering, purchasing and monitoring office and medical supplies, as well as office equipment and inventory according to the allocated unit budget.
  • Coordinated communication between medical staff and patients effectively.
  • Handled incoming calls, directing inquiries to appropriate personnel promptly.

Medical Records Clerk (part time)

Good Samaritan/Medstar Hospital
Baltimore
02.2010 - 11.2013
  • Used Voicewriter/Dictation Software: Track Transfer Summary workflows, determine the status of any dictation, and make any editing changes necessary to reroute work.
  • Used Bayscribe/MRDI-Transcription Software: Print and fax Transfer Summaries to the various departments in the hospital.
  • Mail Distribution: Received mail from Transcription/Coding Dept. to fax and/or mail to Physicians. Retrieve outpatient ER records from the Emergency Dept., assist with scanning photos, Release of Information, and paper charts from TCU and Wound Center into MRDI (Medical Records Document Imaging).
  • Processed and filed patient documentation in electronic systems.
  • Maintained confidentiality of patient information in compliance with regulations.

Correctional Supply Officer II

House of Corrections-Annex
Jessup
01.1998 - 11.2005
  • Contact and received supplier bids from vendors.
  • Train and supervise eight inmates for positions as stockmen, runners, and clerks.
  • Order, receive, store and issue supplies, materials and equipment for a population of 1500+ inmates.
  • Train Correctional Supply Officer I & II in operating registers, daily reports, contacting vendors and coordination of orders and deliveries.
  • Conduct monthly inventory counts of supplies, materials, and equipment used in commissary operations.
  • Managed inventory levels to ensure availability of essential supplies.
  • Processed incoming shipments and verified accuracy against purchase orders.
  • Developed and maintained effective storage systems for efficient access to materials.

Police Communications Operator I

Central Home Detention Unit
Baltimore
05.1997 - 01.1998
  • Monitor daily status of 50-70 offenders on the home detention program.
  • Schedule work hours, urinalysis, and appointments with parole and probation.
  • Greet callers and visitors directing them to the appropriate area.
  • Enter data into Criminal Justice Information System.
  • Assist Field Sergeants by reporting home detention violations via radio.
  • Provide after hour calls conveying correct information and procedures to offenders.
  • Monitored radio transmissions and relayed vital information to officers promptly.
  • Managed emergency response protocols during critical incidents and alerts.
  • Maintained accurate logs of communications and incidents throughout shifts.

Education

Certified Nursing Assistant -

Vision Allied Health Institute
Baltimore, Maryland

Human Services Certificate Program -

Stevenson University
Owings Mills, Maryland

Basic Medical Terminology Certificate Course -

Community College Baltimore County
Essex, Maryland

Medical Front Desk Receptionist Certificate & HIPPA Privacy Rule Training -

Community College Baltimore County
Owings Mills, Maryland

General Studies -

Baltimore City Community College
Baltimore, Maryland

State of Maryland Diploma in Business -

Carver Vocational Technical High
Baltimore, Maryland

Timeline

Telephone Operator

Sheppard Pratt Hospitals
06.2023 - Current

Discharge Coordinator

Sheppard Pratt Hospitals
10.2022 - Current

Medical Records Clerk (part time)

Good Samaritan/Medstar Hospital
02.2010 - 11.2013

Unit Secretary

Sheppard Pratt Health System
05.2006 - 01.2021

Correctional Supply Officer II

House of Corrections-Annex
01.1998 - 11.2005

Police Communications Operator I

Central Home Detention Unit
05.1997 - 01.1998

Certified Nursing Assistant -

Vision Allied Health Institute

Human Services Certificate Program -

Stevenson University

Basic Medical Terminology Certificate Course -

Community College Baltimore County

Medical Front Desk Receptionist Certificate & HIPPA Privacy Rule Training -

Community College Baltimore County

General Studies -

Baltimore City Community College

State of Maryland Diploma in Business -

Carver Vocational Technical High

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FELICIA R. PATE