Summary
Overview
Work History
Education
Skills
Timeline
Generic

Heather Simms

Cincinnati,OH

Summary

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
Heather Simms