Hi, I’m
Jessica Frey
Bumpass,VA
"Although the world is full of suffering, it is also full of overcoming it"
Helen Keller
Summary
Proactive worker committed to helping and provide top-notch patient care. As well as, a top-notch Customer Service Representative. Fantastic attention to detail, multitasking abilities, and amazing ability to adapt. Organized and dependable candidate, successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time or part-time position that offers professional challenges, utilizing interpersonal skills, excellent time management and problem-solving skills. Service-oriented and resourceful with in-depth clinical skills and assessment training. Support patient personal care and hygiene needs with diligent assistance. Organized, punctual, easy going "people person."
Overview
9
years of professional experience
1
Certification
Work History
SYNERGY HomeCare
PCA/Caregiver
10.2019 - 03.2020
Job overview
- Planned, prepared, and served meals and snacks according to prescribed diets.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Maximized patient satisfaction by helping individuals carry out personal tasks such as dressing and walking.
- Monitored and maintained cleanliness, sanitation, and organization of assigned station and service areas.
- Recorded temperature, blood pressure, pulse, or respiration rate as directed by medical or nursing staff.
- Recognized and reported abnormalities or changes in patients' health status to case manager.
- Ran errands for patients, did shopping, and picked up other necessities.
- Documented residents' mental status, sleep, and eating patterns in medical record books.
- Assisted in transferring patients, beds and patient care equipment to other rooms adhering to necessary safety precautions.
- Maintained clean and safe environment to promote patient safety and comfort.
- Scheduled and accompanied clients to medical appointments.
- Responded to patient emergencies with immediate care and notified clinicians to provide comprehensive assistance.
- Helped patients maintain healthy skin by checking wounds, assessing integrity, and bathing bedbound individuals.
Convenient Store
Manager
02.2019 - 10.2019
Job overview
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Onboarded new employees with training and new hire documentation.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Controlled costs to keep business operating within budget and increase profits.
- Planned and budgeted accurately to provide business with resources needed to operate smoothly.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established team priorities, maintained schedules and monitored performance.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
Dominion Outsourcing LLC
Medical Records Call Center Representative
01.2017 - 02.2019
Job overview
- Manage large amounts of inbound and outbound calls in a timely manner
- Follow communication "scripts" when handling different topics
- Seize opportunities to up-sell products when they arise
- Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives
- Meet personal/team qualitative and quantitative targets
- I worked in medical records, incomplete, and triage
- Typing skills are 60 WPM
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Educated customers on company systems, form completion, and access to services.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Attended telephone skills and program information training sessions to boost aptitude.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Compiled status and performance reports for team leaders to address company strengths and weaknesses.
- Performed various clerical duties by filing and faxing documents and creating customer databases.
- Responded to customer calls and emails to answer questions about products and services.
- Boosted customer service satisfaction ratings through consistent quality control.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Investigated and resolved customer inquiries and complaints quickly.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Delivered prompt service to prioritize customer needs.
- Developed and updated databases to handle customer data.
- Maintained up-to-date knowledge of product and service changes.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
GASTROINTESTINAL SPECIALISTS
Medical Receptionist
06.2011 - 06.2013
Job overview
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Managed multi-line phone system and pleasantly greeted patients.
- Organized paperwork such as charts and reports for office and patient needs.
- Maintained current and accurate medical records for patients.
- Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
- Transcribed phone messages and relayed to appropriate personnel.
- Supported office staff and operational requirements with administrative tasks.
- Completed patient referrals to other medical specialists.
- Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability.
- Printed prescription requests and queries in compliance with practice protocol.
- Performed various administrative tasks by filing, copying and faxing documents.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Obtained payments from patients and scanned identification and insurance cards.
- Managed office logistics by scheduling appointments, maintaining files and collecting payments.
- Greeted visitors and initiated triage processes for clients to streamline patient flow.
- Organized and maintained patient chart filing system to promote quick data finding for staff.
- Registered and verified patient records before triage with most up-to-date information.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
- Processed medical insurance claims and payments.
- Prepared and processed patient referrals and transfer requests.
- Answered phone calls and messages for Number-physician Type medical facility, scheduling appointments, and handling patient inquiries.
- Conducted patient intake interviews, recording and documenting relevant information.
Education
Companion ExtrodanairRichmond, VA
Certificate in PCA and CPR
2019
Patrick Henry High SchoolAshland, VA
Diploma from High School Diploma
06.2005
J. Sargent Reynolds Community CollegeRichmond
Certificate in BLS Cert. from BLS
01.2020
Skills
- Call center
- Customer Service
- Management
- Multitasking
- Typing 40 wpm
- Microsoft office
- Microsoft word
- Problem solving
- Adaptability
- Confident, Professional, Friendly Manner
- General Office Skills
- Data Entry
- EMR
- Medical Records
- Medical Terminology
- Fast paced environment
- PCA/PCT
- Cpr
- Home Health care
- Medical Receptionist
- Insurance Verification
- HIPAA
- Caregiving
- Medical Office Experience
- Patient Care
- Hospital Experience
- Medical Scheduling
- Phone Etiquette
- Healthcare
- Anatomy Knowledge
- EMT Experience
- Laundry
- Clerical Experience
- Vital signs
- Critical care experience
- Medical billing
- Office Management
- Quality Assurance
- Call center management
- Writing skills
- Microsoft Excel
- Microsoft Powerpoint
- Assessments
- Attention to detail
- Identifying differences in materials, following instructions, and detecting details among distracting
- Customer focus & organization
- Responding to customer situations with sensitivities
- Receiving and storing merchandise or product
- Mobility Assistance Aptitude
- Regulatory Requirements
- Taking Vital Signs
- Direct Supervision
- Healthcare Expertise
- Mental Health Care
- Patient Vital Taking
- Discharge Assistance
- Monitoring Vitals
- Knowledge of State Regulations
- Emotional Support
- Infection Control Standards
- Healthy Meal Preparation
- Aseptic Guidelines
- Medical Inventory Management
- Patient Information Collection
- Computerized Maintenance Management Systems
- Activities of Daily Living (ADL) Assistance
- Data Collection
- Facilitating Change
- Feeding Assistance
- Proper Staffing
- Emergency Response
- Clean Rooms Expertise
- General Housekeeping
- Practice Assistance
- Quality Patient Care
- Personal Hygiene Assistance
- Patient-Focused Care
- Patient Service
- Change Linens
- Non Medical Supply Storage
- Cultural Awareness
- Admissions Support
- Range of Motion Exercises
- Patient Care Activities
- Computer Literacy
- Complex Problem-Solving
- Alcohol Rubs
- Quality Program Protocols
- Medical Histories and Vital Statistics
- Patient Rounds
- Housekeeping Duties
- Folding Clothing
- Client Documentation
- Patient Feeding
- Well Completion
- Nursing Staff Support
- Medication Side Effect Knowledge
- Simple Dressings
- Patient Transporting
- Prioritizing Patients
- Collect Hazardous Waste
- Ambulance Transfer
- Behavior Redirection
- Vitals Documentation
- Reading Comprehension
- Professional Bedside Manner
- Corrective Action Planning
- Medical Supply Stocking
- Crutch Fitting
- Patient Care and Monitoring
- Patient Safety
- Medical Equipment Operations
- Monitoring Patient Conditions
- Blood Glucose Monitoring
- Supporting Daily Living Needs
- Height and Weight Measurement
- Patient Rapport
- Patient Data Management Systems
- Community Activities
- Performing EKGs
- Culturally Competent Care
- Special Dietary Requirements
- Medical Supply Monitoring
- Mobility Assistance
- Hospice and Palliative Care
- Healthy Living Activities
- Basic Nursing Care
- Cleaning and Sanitizing
- Light Signaling
- Patient Admission
- Patient Positioning Understanding
- Type or edit your skills here
Accomplishments
- Supervised team of 20+ staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved the task at hand by working as a Team to develop accuracy and efficiency.
Certification
• CPR & PCA ~October 2019 to Present
• BLS ~January 2020-present. • Driver's License ~ currently hold a VA Driver's license
Volunteering
• In 2002, I was 15 yrs old, I decided to start volunteering at the Rescue Squad in my area, which was West Hanover Vol. Rescue Squad.
• When I turned 16 yrs old in 2003 I took the EMT-B course. I recieved my EMT-B Certificate 3 months later.
• I ran/volunteered on the ambulance at West Hanover Rescue Squad for 4 years
Timeline
PCA/Caregiver
SYNERGY HomeCare
10.2019 - 03.2020
Manager
Convenient Store
02.2019 - 10.2019
Medical Records Call Center Representative
Dominion Outsourcing LLC
01.2017 - 02.2019
Medical Receptionist
GASTROINTESTINAL SPECIALISTS
06.2011 - 06.2013
Companion Extrodanair
Certificate in PCA and CPR
Patrick Henry High School
Diploma from High School Diploma
J. Sargent Reynolds Community College
Certificate in BLS Cert. from BLS
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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