Italia Pugh

Facilitated phone communication by assessing call urgency, providing medical guidance, and collecting essential information for healthcare providers.

Facilitated prior authorizations to ensure timely patient care and informed relevant teams of status changes.

Processed validated prescription refills to maintain continuity of care for patients.

• Collected biological specimens and packaged for laboratory transport to complete diagnostic tests.
• Communicated effectively with patients and loved ones to explain diagnoses, treatment options and procedures.
• Monitored patient's respiration activity, blood pressure and blood glucose levels in response to medical administration.

• Charted changes in patient conditions and discussed concerns with supervising healthcare provider.
• Answered patient calls, identified issues and determined how best to provide assistance within parameters established by facility and supervisor.
• Directed implementation of improved patient care and documentation methods and procedures to achieve quality objectives.

• Assisted physicians with examinations and patient scans during diagnostic processes.
• Charted changes in patient conditions and discussed concerns with supervising healthcare provider.
• Triaged patients by phone and provided general assistance for basic and advanced needs.

• Increased customer service feedback scores by delivering outstanding service to customers daily.
• Kept calm and applied strong problem-solving and interpersonal skills to resolve conflicts.
• Assisted customers by asking open-ended questions to understand needs and suggest suitable merchandise.

• Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability.
• Remained calm and professional in stressful circumstances and when dealing with unhappy customers, effectively diffusing situations.
• Cross-trained in every store role to maximize operational knowledge.

• Helped customers find specific products, answered questions and offered product advice.
• Trained new team members in cash register operation, stock procedures and customer service.
• Helped fellow cashiers resolve technical, service and customer issues to maintain team efficiency and customer satisfaction.