Jermaine Pollard
Ringgold,GA
Summary
Personable and dedicated Customer Support Specialist with extensive experience in the Medical industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.
Overview
21
21
years of professional experience
Work History
Clinical Application Support Specialist
Southeast Eye Specialists
Chattanooga, TN
12.2023 - Current
- Interfaced with third party vendors when necessary for resolution of escalated issues.
- Analyzed system logs and identified areas for improvement in terms of efficiency or security measures.
- Resolved user inquiries related to software applications via telephone and email.
- Offered go-live support during critical activation period for smooth implementation.
- Tested new software releases for quality assurance purposes and determined coordination with performance and efficiency goals.
- Answered software and clinical application questions with detailed explanations and examples.
- Monitored the performance of multiple web-based applications to ensure optimal operation.
- Offered training sessions to end users to educate on updated systems.
- Evaluated software or hardware to recommend improvements or upgrades.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Conducted workflow analysis, space design or cost comparison analysis.
Ophthalmic Assistant COA,MA,OSC
Southeast Eye Specialists
Chattanooga, TN
12.2010 - Current
- Demonstrated proper lens insertion techniques to patients for contact lenses.
- Linked vision-impaired patients to social services programs and entitlements to improve quality of living.
- Conducted follow-ups with patients to evaluate progress, promote continuity of care and improve health outcomes.
- Maintained accurate records of patient visits using electronic health record software systems.
- Provided patient education on ocular health maintenance and the use of eyeglasses and contact lenses.
- Performed diagnostic tests such as visual acuity, tonometry, refraction, keratometry, pachymetry, A-scan ultrasonography, and fundus photography.
- Administered topical anesthetics prior to various ophthalmic procedures.
- Analyzed test results and contributed to diagnostic discussions.
- Transferred knowledge by training ophthalmic assistants, technicians and interns.
- Checked vision fields, refraction and other vision markers before patient met with ophthalmologist.
- Counseled patients in surgery and treatment plans.
- Assisted during in-office surgical procedures and collected ultrasound images.
Office/ Ophthalmic Technician
Doctor’s ValuVision
Brentwood, TN
12.2009 - 12.2010
- Instructed patients on proper use of contact lenses and eyeglasses.
- Inspected eyeglass frames for defects prior to filling prescriptions for lenses or repairs.
- Cleaned, sterilized, and maintained ophthalmic instruments according to established protocols.
- Operated diagnostic instruments such as optical coherence tomography and fundus cameras.
- Scheduled appointments for patients based on their availability.
- Evaluated prescriptions along with clients' work and personal visual requirements.
- Updated patient information in databases regularly to ensure accuracy of records.
- Handled cash transactions accurately, balancing the register at the end of each shift.
Customer Sales Representative
Game Crazy
Brentwood, TN
04.2003 - 04.2009
- Assist customers with choosing the right product for them
- Educate customers on various products
- Answer all phone calls and questions customers may have.
Medical Assistant
Americas Family Doctors (Externship)
Spring Hill, TN
05.2009
- Completed 256 hours as a Medical Assistant
- Triage patients
- Obtain vital signs and patient information for doctors review
- Answered calls to schedule appointments or address questions.
Education
Anthem Career College
10.2009
Culleoka High School
05.2005
Skills
- Vital Signs
- Instrument Preparation
- Lab Procedures
- Blood Draws
- Phlebotomy
- Urinalysis
- Medical History
- Set up Sterile Trays
- Administer medications
- Injections
- Autoclaving
- ECG/EKG
- Bandaging
- CPR
- Patient Flow Management
- Filing
- Charting
- Appointment Scheduling
- Insurance Processing
- Customer Service
- Microsoft Office
- Technical Support
- Compliance Understanding
- Application Support
- Data Analysis
- Application Implementation
- User Training
- Computer Diagnostics
Languages
English
Professional
References
References available upon request.
Timeline
Clinical Application Support Specialist
Southeast Eye Specialists
12.2023 - Current
Ophthalmic Assistant COA,MA,OSC
Southeast Eye Specialists
12.2010 - Current
Office/ Ophthalmic Technician
Doctor’s ValuVision
12.2009 - 12.2010
Medical Assistant
Americas Family Doctors (Externship)
05.2009
Customer Sales Representative
Game Crazy
04.2003 - 04.2009
Anthem Career College
Culleoka High School