Jennifer Toohey
Ankeny
Summary
Professional customer service expert with strong communication and problem-solving skills. Proven ability to handle customer inquiries and resolve issues efficiently while maintaining high standards. Strong focus on team collaboration and adaptability to changing needs. Known for reliability, empathy, and results-driven approach in high-pressure environments.
Overview
2026
2026
years of professional experience
Work History
Hospital Call Center Customer Service Representative
University of Iowa Hospitals and Clinics
2002 - 2002
- Assisted patients with scheduling appointments and managing inquiries in a high-volume call center environment.
- Resolved customer complaints by providing accurate information and effective solutions through active listening.
- Maintained detailed records of customer interactions to ensure service continuity and quality assurance standards.
- Collaborated with healthcare professionals to facilitate timely responses to patient needs and concerns.
- Provided training support to new team members on call handling protocols and customer service best practices.
- Monitored call metrics to identify areas for personal improvement and enhance overall team performance.
- Managed a high volume of calls daily, maintaining composure under pressure while providing exceptional service.
Receptionist in General Surgery
University of Iowa Hospitals and Clinics
2002 - 2004
- Greeted and assisted patients, ensuring a welcoming environment and addressing inquiries promptly.
- Managed multi-line phone system, directing calls to appropriate departments efficiently.
- Scheduled appointments using electronic medical records system, optimizing patient flow and reducing wait times.
- Collaborated with healthcare teams to coordinate patient services and enhance communication pathways.
- Maintained accurate patient records, ensuring compliance with privacy regulations and hospital policies.
- Processed insurance information and verified eligibility, facilitating smooth billing procedures for patients.
- Trained new reception staff on operational procedures and best practices for patient interaction.
Autism Caregiver
Veridian Fiscal Solutions
07.2022 - 05.2025
- Assisted clients with daily living activities, enhancing comfort and independence.
- Monitored client health conditions, reporting changes to healthcare professionals promptly.
- Developed and maintained trusting relationships with clients, fostering emotional support.
- Implemented care plans tailored to individual needs, ensuring compliance with guidelines.
- Trained new caregivers on procedures and best practices for client care.
- Coordinated transportation for clients to appointments, promoting access to necessary services.
- Managed medication schedules effectively, ensuring timely administration and monitoring side effects.
- Documented client progress meticulously, maintaining accurate records for healthcare assessments.
- Assisted clients with activities of daily living, promoting independence and quality of life.
- Cleaned house, ran errands, managed laundry, and completed weekly grocery shopping.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Performed light housekeeping duties to maintain cleanliness standards while respecting the patient''s personal space.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
Paraprofessional in Special Education High School Level
Waukee School District
01.2019 - 01.2024
- Supported teachers in implementing individualized education plans for diverse learners.
- Assisted in classroom management to create a positive learning environment.
- Facilitated small group instruction to reinforce skills and concepts.
- Monitored student progress and provided feedback to enhance learning outcomes.
- Collaborated with educational staff to adapt lesson materials for student accessibility.
- Developed supportive relationships with students, fostering trust and engagement in learning activities.
- Oversaw students in classroom and common areas to monitor, enforce rules, and support lead teacher.
Patient Service Representative
Iowa Clinic Ob/Gyn Clinic
01.2004 - 01.2006
- Managed patient scheduling and appointment confirmations to enhance clinic efficiency.
- Facilitated communication between patients and healthcare providers, ensuring timely information exchange.
- Assisted in insurance verification processes, promoting accurate billing and claims submission.
- Educated patients on clinic services and procedures, improving overall patient experience.
- Streamlined patient check-in/check-out processes, reducing wait times significantly.
Secretary in Central Transcription
University of Iowa Hospitals and Clinics
01.1998 - 01.2004
- Managed correspondence and documentation, ensuring timely responses to inquiries and requests.
- Developed and maintained filing systems, facilitating easy access to vital information for staff.
- Implemented electronic document management systems, enhancing data retrieval efficiency across departments.
- Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
- Answered multi-line phone system and enthusiastically greeted callers.
- Entered data into system and updated customer contacts with information to keep records current.
Education
No Degree - Fine Arts
University of Iowa
Iowa City, IA05-1996
High School Diploma -
Waukee High School
Waukee, IA01.1992
Skills
- Data entry
- Customer satisfaction
- Call center customer service
- Written and oral communication
- Customer inquiries
- Complaint resolution
- Empathy display
- Payment processing
- Keyboarding
- Positive attitude
- Active listening
- Reliability and punctuality
Timeline
Autism Caregiver
Veridian Fiscal Solutions
07.2022 - 05.2025
Paraprofessional in Special Education High School Level
Waukee School District
01.2019 - 01.2024
Patient Service Representative
Iowa Clinic Ob/Gyn Clinic
01.2004 - 01.2006
Secretary in Central Transcription
University of Iowa Hospitals and Clinics
01.1998 - 01.2004
Hospital Call Center Customer Service Representative
University of Iowa Hospitals and Clinics
2002 - 2002
Receptionist in General Surgery
University of Iowa Hospitals and Clinics
2002 - 2004
No Degree - Fine Arts
University of Iowa
High School Diploma -
Waukee High School
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