Jessica McDonald
Seattle
Summary
Customer service professional with strong background in delivering exceptional support and customer satisfaction in high-volume environments. Known for excellent communication skills and ability to resolve issues promptly. Highly collaborative and adaptable, ensuring team success and consistently meeting targets.
Overview
11
11
years of professional experience
Work History
Athletic Assistant
Seattle College District
11.2021 - Current
- Greet and register students/guests
- Assist with event coordination (fundraisers)
- Market and promote events to increase the department budget to obtain additional equipment and make facility upgrades
- Daily administration duties such as (data entry, record filing, answering phones, preparing documents and setting meetings)
- Facilitate all communication and needs with the vendors and contractors
- Maintaining a professional relationship with colleagues and partners
Call Center Rep.
NeighborCare Health
Seattle, WA
02.2018 - 02.2019
- Scheduling appointments, following up from appointments while updating the system with the information collected
- Collaborated with other departments to ensure patient information is accurate and ready for upcoming appointments
- Collaborated with interpreter to address patients’ needs
- Provided training to new incoming employees
- Handled a high volume of calls in an inbound, fast paced contact center; Ability to use data spreadsheets and applications to make outbound calls.
- Scheduled new and returning appointments in the EHR following scheduling guidelines. Provided registration services and guided patients in registration process.
- Is a knowledgeable resource to patients via telephone interactions, striving to provide patient engagement, education, and inspiring confidence in Neighborcare services.
- Resolved patient requests in one call/contact or successfully managed prolonged or complex issues, with high attention to managing the customer experience and emotion.
- Gathered information for accurate documentation of calls and entered into proper database. Verified and updated necessary information at the point of scheduling.
- Coordinated with Interpreter Services as needed.nt to ensure applications for coverage are initiated prior to appointment.
- Coordinate with Interpreter Services as needed.
- Identified, researched, and resolved patient questions and inquiries regarding the patient portal.
- Participated and completed the required training program including annual Safety training and all required HIPAA and Compliance training.
Surgical Technologist
Harborview Medical Center
05.2016 - 06.2017
- Performed OR turnover, OR termination and other general cleaning
- Maintained sterile environments by adhering to infection control protocols throughout procedures.
- Led post-operative cleaning initiatives, ensuring compliance with safety regulations and protocols.
- Maintained high infection control standards.
- Setup operating and surgery rooms by preparing equipment and supplies for upcoming procedures.
- Handled high-pressure situations calmly and efficiently, contributing to successful completion of critical surgeries.
- Assist with patient positioning and transfers as needed
- Prepared surgical instruments and equipment, ensuring readiness for diverse procedures.
- Assisted surgeons by anticipating needs during operations, enhancing workflow efficiency.
- Minimized infection risks by strictly adhering to aseptic techniques when handling surgical supplies and equipment.
Sterile Processing Technician
Harborview Medical Center
01.2015 - 04.2016
- Monitoring sterilization records
- Unpack and assemble instruments
- Sterilized medical instruments using advanced sterilization techniques to ensure compliance with safety standards.
- Operated and maintained sterilization equipment, adhering to operational protocols for optimal performance.
- Conducted thorough inspections of surgical instruments for cleanliness and functionality prior to use.
- Trained new staff on sterilization procedures and equipment handling to enhance team efficiency.
- Collaborated with surgical teams to assess instrument needs, ensuring timely availability during procedures.
- Wrapped trays, instrument packs, and sets.
- Followed OSHA, FDA and AAMI guidelines related to sterilization in compliance with administrative regulations.
Education
Associate of Science - Surgical Technology
Seattle Central Community College
Skills
- Medical terminology
- Multi phone-line handling
- Data Entry
- Time Management
- Communication
- Training
- HIPPA/PHI/PII
- Relationship Building
- Problem Solving
- Cross-cultural sensitivity
- Healthcare systems
- Patient registration
Timeline
Athletic Assistant
Seattle College District
11.2021 - Current
Call Center Rep.
NeighborCare Health
02.2018 - 02.2019
Surgical Technologist
Harborview Medical Center
05.2016 - 06.2017
Sterile Processing Technician
Harborview Medical Center
01.2015 - 04.2016
Associate of Science - Surgical Technology
Seattle Central Community College