Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
18
18
years of professional experience
Work History
Lead- Clinical Support Specialist
Cincinnati Eye Institute- Remote
12.2019 - Current
Operated multi-line telephone system to answer and direct high volume of calls.
Noted physician orders in chart and completed directed actions such as Prior Authorizations for medications and refilling medications.
Supported patients and family members, actively listening to concerns and offering compassionate care.
Answered patient inquiries and provided information about healthcare services.
Scheduled patients for appointments and maintained master calendar.
Took ownership of customer issues and followed problems through to resolution.
Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
Cross-trained and provided backup support for organizational leadership.
Call Center Representative Specialist-Lead
Cincinnati Eye Institute
01.2019 - 12.2019
Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Attended telephone skills and program information training sessions to boost aptitude.
Confirmed appointments, communicated with clients, and updated client records.
Answered phone promptly and directed incoming calls to correct offices.
Responded to inquiries from callers seeking information.
Resolved customer problems and complaints.
Assisted with onboarding new clients and securing paperwork completion.
Trained new team members on company procedures, customer service and issue resolution.
Operated multi-line telephone system to answer and direct high volume of calls.
Emergency Department Technician
Anderson Mercy Hospital
12.2015 - 11.2018
Assisted with resuscitation, CPR, and emergency airway procedures.
Assisted in obtaining and documenting vital signs and placement of oxygen saturation, cardiac monitoring, and non-invasive blood pressure monitoring systems.
Worked with nurses to assess patients and prepare for tests and procedures.
Collected basic samples, labeled specimens properly, and transferred to laboratory for testing.
Assisted doctors with examinations of patients by taking vital signs and drawing blood.
Applied orthopedic devices like traction and OCL splints.
Maintained clean and sanitary environment in emergency department to meet hygiene measures.
Safely transported patients by wheelchair, stretcher, or bed to other units.
Measured and fit crutches and canes, instructing patients on proper use of support devices.
Answered telephone calls to offer office information, answer questions, and direct calls to staff.
Technician and Front Desk Associate
University Of Cincinnati Medical Center
12.2012 - 12.2015
Obtained and recorded patient medical history and past ocular history.
Checked patient vision, field, fundus and other aspects for ophthalmologist.
Operated and maintained ophthalmic equipment in alignment with safety procedures.
Performed ophthalmology tests such as HVF, OCT and Auto Refractor.
Administered eye medications for dilation and treatment.
Measured intraocular pressure using Goldman and Tonopen tonometry process.
Triaged phone calls from patients and outside contacts and handled in order of importance.
Reached out to insurance carriers to obtain prior authorization for testing and procedures.
Reviewed appeals for prior authorization requests and communicated with payers to resolve issues.
Ophthalmic Technician
Tri-State Centers For Sight
01.2009 - 12.2012
Applied eye medications and drops to dilate pupils in preparation for examinations.
Performed visual field testing to measure patients' peripheral vision to determine any visual field loss.
Recorded patient history to help ophthalmologists determine diagnoses and treatment plans.
Triaged phone calls from patients and outside contacts and handled in order of importance.
Educated patients and relations on ocular health and safety, promoting good eye care.
Operated ophthalmic equipment for patient eye examinations and prepared patients for examinations and surgeries.
Administered visual acuity tests to measure patient ability to see clearly at different distances and identify visual impairments.
Explained pre- and post-operative procedures to patients and carefully reviewed surgical plans.
Certified Nurse Aide
Superior Home Care
07.2005 - 01.2009
Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
Obtained biological specimens for ordered tests and prepared for laboratory transport.
Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
Cared for residents in assisted living facility and delivered high-quality support to meet needs.
Reported unusual or urgent circumstances in patients' condition or environment immediately to nurse supervisor.
Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
Education
Associates of Applied Science - Health Information Technology
DeVry University
2022
Diploma - undefined
Turpin High School
Cincinnati, Ohio
2004
Skills
Computer skills- (Microsoft excel, word, powerpoint)
Communication skills
Team-worker
Problem-solver
Customer service
Listener
Very Dependable
Organizational skills
Medical Terminology
Leadership
Compassionate Care
Timeline
Lead- Clinical Support Specialist
Cincinnati Eye Institute- Remote
12.2019 - Current
Call Center Representative Specialist-Lead
Cincinnati Eye Institute
01.2019 - 12.2019
Emergency Department Technician
Anderson Mercy Hospital
12.2015 - 11.2018
Technician and Front Desk Associate
University Of Cincinnati Medical Center
12.2012 - 12.2015
Ophthalmic Technician
Tri-State Centers For Sight
01.2009 - 12.2012
Certified Nurse Aide
Superior Home Care
07.2005 - 01.2009
Associates of Applied Science - Health Information Technology
DeVry University
Diploma - undefined
Turpin High School
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