Summary
Overview
Work History
Education
Skills
Certification
Timeline
Volunteer

Heather Stokes

Beaumont,TX

Summary

Dedicated professional with a proven track record of delivering high-quality results and exceeding expectations. Strong communication and problem-solving abilities, along with a passion for continuous learning and growth. Eager to make a meaningful impact and drive success within a forward-thinking organization.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Dialysis Technician

Renal Center of Beaumont
10.2024 - 05.2025
  • Set up and operated dialysis machines for patients receiving treatment for kidney failure
  • Maintained a clean and safe environment through diligent adherence to infection control protocols
  • Improved patient comfort by carefully and efficiently setting up dialysis machines and monitoring patients throughout treatments
  • Monitored patients closely to identify adverse reactions and complications.
  • Cleaned and connected fistulas and grafts to prevent infection.

Call Center Agent/Supervisor

Focus Services
01.2022 - 07.2024
  • Managed high call volumes while providing exceptional customer support and maintaining professional composure.
  • Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all time
  • Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
  • Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
  • Maintained detailed records of customer interactions
  • Participated in ongoing training and development, staying current on company policies, products, and procedures to deliver accurate information to customers.
  • Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
  • Mentored new hires as they navigated our systems and protocols, fostering teamwork within the call center.

Cashier

Express Stop #2
02.2019 - 12.2019
  • Enhanced customer satisfaction by providing efficient and friendly service at the checkout counter.
  • Maintained a clean and organized store environment for an improved shopping experience.
  • Completed daily tasks such as sweeping floors, cleaning restrooms, emptying trash cans promptly for a consistently well-maintained store appearance.
  • Ensured timely stocking of shelves, coolers, and displays for optimal product availability to customers.
  • Followed cash handling, inventory accountability and fueling station procedures as part of operations.

Certified Medical Assistant (CMA)

UTMB CLINICS
12.2017 - 02.2019
  • Helped patients complete necessary medical forms and documentation.
  • Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
  • Obtained client medical history, medication information, symptoms, and allergies.
  • Sanitized, restocked, and organized exam rooms and medical equipment.
  • Improved patient comfort by efficiently administering injections and providing clear explanations of procedures.
  • Enhanced patient experience through compassionate care and communication during blood draw procedures.

Medical Assistant

East Texas Medical Clinic
11.2015 - 02.2016
  • Collected and documented patient medical information such as blood pressure and weight
  • Assisted physicians in providing quality care through thorough documentation of medical histories and physical examination results.
  • Enhanced patient care by accurately performing EKG testing
  • Improved patient satisfaction by providing efficient, accurate, and timely blood draws.

DME Specialist

AeroCare Holdings, Inc
03.2015 - 09.2015
  • Answered telephone and assisted customers with questions and sales with DME Equipment
  • Educated patients on proper usage and maintenance of their durable medical equipment, promoting safety and longevity.
  • Provided excellent customer service by addressing any concerns or questions promptly while maintaining a professional demeanor at all times.
  • Assisted patients in navigating complex insurance requirements related to obtaining necessary durable medical equipment coverage.

Certified Medical Assistant (CMA)

Interventional Pain Management
09.2012 - 02.2015
  • Scheduled patient appointments, collected office co-pays, medical records, assisted doctor with minor procedures, started IVs pre-treatment, assisted patients post-op, phlebotomy
  • Coordinated patient scheduling, check-in, check-out and payments for billing.
  • Checked patient insurance, demographic, and health history to keep information current.
  • Managed high call volumes, directing calls to appropriate departments while maintaining a polite and professional demeanor.
  • Assisted physicians in conducting nerve blocks and other invasive procedures for pain management, ensuring optimal patient outcomes.
  • Documented treatments delivered, medications and IVs administered, discharge instructions, and follow-up care.

Education

Registered Medical Assistant - Medical Assisting

Remington College-Shreveport Campus
Shreveport, LA
02.2012

GED - undefined

Panola College
Center, TX
08.2008

Skills

  • Medical office experience
  • Phlebotomy
  • Laboratory experience
  • EMR systems
  • Medical scheduling
  • Insurance verification
  • Clinical laboratory experience
  • Patient Care
  • Customer service
  • Communication skills
  • Front desk
  • Sales/ Retention
  • Cash register
  • Call center experience
  • Client relationship building
  • De-escalation techniques

Certification

  • Registered Medical Assistant (RMA) February 2021 to February 2024
  • CPR Certification
  • BLS Certification
  • ACLS Certification

Timeline

Dialysis Technician

Renal Center of Beaumont
10.2024 - 05.2025

Call Center Agent/Supervisor

Focus Services
01.2022 - 07.2024

Cashier

Express Stop #2
02.2019 - 12.2019

Certified Medical Assistant (CMA)

UTMB CLINICS
12.2017 - 02.2019

Medical Assistant

East Texas Medical Clinic
11.2015 - 02.2016

DME Specialist

AeroCare Holdings, Inc
03.2015 - 09.2015

Certified Medical Assistant (CMA)

Interventional Pain Management
09.2012 - 02.2015

Registered Medical Assistant - Medical Assisting

Remington College-Shreveport Campus

GED - undefined

Panola College

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Heather Stokes