Frances Pinnock
Las Vegas,NV
Summary
Proven in enhancing customer satisfaction and streamlining operations, my tenure at IntouchCX showcases a blend of exceptional problem-solving and customer service skills. Specialized in complaint resolution and HIPAA compliance, I've significantly contributed to team success and efficiency, ensuring quality and regulatory adherence in fast-paced environments. Polite and professional Agent successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Skillful in building long-lasting, loyal customer relationships. Highly motivated and committed Medical Assistant with proven history of superior performance at individual, team and organizational levels. Multitasks and prioritizes workloads with little or no supervision. Detail-oriented professional looking to bring medical background and team-building skills to deadline-driven environment.
Overview
4
4
years of professional experience
5
5
years of post-secondary education
2
2
Certifications
Work History
Call Center Representative
IntouchCX
Las Vegas, Nevada
05.2023 - Current
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Responded to customer calls and emails to answer questions about products and services.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
Diagnostic Technician
Center For Sight Las Vegas
Las Vegas, Nevada
01.2022 - 08.2023
- Ensured accurate test results by strictly adhering to quality control procedures and industry standards.
- Assisted in the development of standard operating procedures, improving consistency across the department.
- Contributed towards facility accreditation by maintaining compliance with regulatory requirements governing diagnostics operations.
- Increased diagnostic success rate by performing tests diligently according to established protocols and manufacturer guidelines.
- Maintained a clean, safe, and organized work environment in compliance with OSHA regulations and best practices.
Medical Assistant/Scrub Technician
Sinus Relief Center
Las Vegas, Nevada
08.2021 - 12.2022
- Taught patients about medications, procedures, and care plan instructions.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
- Collected and documented patient medical information such as blood pressure and weight.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Scheduled appointments, registered patients, and distributed sample pharmaceuticals as prescribed.
- Performed phlebotomy tasks efficiently while ensuring minimal discomfort for patients during blood collection procedures.
- Maintained a safe and clean clinical environment by adhering to infection control guidelines and disposing of biohazardous waste properly.
Front Office Medical Assistant
Mind Brain Institute
Las Vegas, Nevada
10.2020 - 07.2021
- Submitted insurance claims and updated patients' insurance information.
- Registered new patients and updated existing patient demographics by collecting detailed patient information.
- Partnered with insurance company contacts to obtain authorizations related to performing medical procedures.
- Assisted with insurance verification, expediting the check-in process and ensuring accurate billing.
- Contributed to a positive workplace atmosphere by fostering effective communication among team members.
- Handled sensitive information with discretion, adhering to HIPAA guidelines at all times.
- Verified patient information by interviewing patient, recording medical history and confirming purpose of visit.
- Scheduled surgeries by making arrangements with surgical centers and prepared charts and consent forms.
Education
High School Diploma -
Interlake Senior High School
Bellevue, WA 06.2018 - 06.2021
Medical Assistant Certification - Front And Back Office Medical Assisting
Pima Medical Institute
Las Vegas, NV 04.2019 - 06.2021
Skills
Customer Service
Customer Relationship Management
Call Control
Data Entry
Complaint resolution
Technical Support
Problem-solving skills
System Testing
Blood and Urine Analysis
Teamwork and Collaboration
Problem-Solving
Time Management
Appointment management
Payment Processing
HIPAA Compliance
Certification
CMAA - Certified Medical Administrative Assistant
Timeline
Call Center Representative
IntouchCX
05.2023 - Current
Diagnostic Technician
Center For Sight Las Vegas
01.2022 - 08.2023
Medical Assistant/Scrub Technician
Sinus Relief Center
08.2021 - 12.2022
CMAA - Certified Medical Administrative Assistant
06-2021
CMA - Certified Medical Assistant
06-2021
Front Office Medical Assistant
Mind Brain Institute
10.2020 - 07.2021
Medical Assistant Certification - Front And Back Office Medical Assisting
Pima Medical Institute
04.2019 - 06.2021
High School Diploma -
Interlake Senior High School
06.2018 - 06.2021
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