Jessica Page
Keystone Heights,FL
Summary
Experienced healthcare and customer service professional with 5+ years of leadership experience, including serving as a Director of Nursing Assistants in an assisted living facility. Skilled in supervising healthcare staff, coordinating patient care, ensuring regulatory compliance, and supporting staff development. Experienced Certified Nursing Assistant and Medication Technician with a strong background in patient care and healthcare operations.
Experienced in Durable Medical Equipment (DME) and professional services, including processing oxygen and medical equipment orders, insurance verification, authorizations, updates, and working with ICD-10 coding. Proven ability to manage high volume inbound calls, resolve customer concerns, maintain strong patient and client relationships, and navigate CRM systems efficiently.
Highly adaptable, organized, and motivated professional with excellent communication, problem solving, multitasking, and active listening skills. Recognized for learning new systems and processes quickly, working effectively independently, performing under pressure, and consistently delivering professional, customer focused service.
Overview
12
12
years of professional experience
Work History
Customer Service Representative
Rotech Healthcare
Gainesville, FL
05.2025 - Current
- Handled patient calls to assess home medical equipment needs at Rotech Healthcare.
- Verified insurance details and updated insurance information for Oxygen and durable medical equipment orders.
- Updated patient accounts with order information to ensure accurate records.
- Work SHANDS, North Florida, and Parachute portals processing orders.
- Schedule Oxygen Setup and Deliveries.
- Complete CPAP and BIPAP set up with Patients
- Submitted Auths and ReAuths for equipment.
- Delivered Equipment to the hospital and homes
- Scheduled delivery and pickup coordination with patients and branch teams.
- Documented service requests and account notes in customer records.
- Communicated with referral sources about order status and required paperwork.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remain calm and professional in stressful circumstances and effectively diffuse tense situations.
- Developed strong customer relationships to encourage repeat business.
- Developed strong relationships with customers by providing personalized assistance and support.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Tracked orders from start to finish to ensure timely delivery of goods or services.
- Resolved customer complaints promptly and efficiently.
- Engaged in conversation with customers to understand needs, resolve issues and answer product questions.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Collected deposits or payments and arranged billing.
Elderly Caregiver
Self Employed
Keystone heights , FL
06.2024 - 05.2025
- Provided self-employed home care support for elderly clients.
- Assisted clients with activities of daily living, including bathing, dressing, grooming, toileting, and eating to promote dignity and independence.
- Assisted with bathing, dressing, and personal hygiene routines.
- Helped clients with personal needs from exercise to bathing and personal grooming.
- Provided companionship and emotional support to elderly clients.
- Transported clients to appointments and errands safely. to medical visits and community errands.
- Followed the care plan and directions to administer medications.
- Monitored vital signs and medication use, documenting variances and concerns to ensure timely intervention and optimal health.
- Changed and arranged bed linens to ensure cleanliness and comfort., swept floors, and sanitized surfaces to support activities of daily living.
- Aided with mobility and independence for disabled individuals and continually monitored safety.
- Ensured safety of clients in their home environment by using appropriate equipment and techniques.
- Responded quickly in emergency situations in a calm manner.
- Recognized emergencies and notified paramedics and family members.
- Communicated care updates with family members and healthcare providers.
- Guided clients with memory issues to ensure their safety and well-being. with memory issues, providing safety guidance protection.
- Built strong and trusting rapport with clients and loved ones.
- Planned and prepared nutritious meals and snacks to meet diabetic, low sodium, and high protein diets.
- Prepared meals and followed dietary instructions from families.
- Facilitated recreational activities to enhance physical and mental well-being of clients. to promote physical and mental well-being of the elderly.
- Encouraged social interaction between clients and their families.
- Maintained cleanliness of client's environment by cleaning surfaces and washing clothes or dishes.
- Cleaned living spaces and maintained organized care environments.
- Maintained accurate records of services provided for each client.
- Participated in continuing education courses to stay current on best practices for elder care.
- Assessed client's needs and developed individual care plans accordingly.
- Managed scheduling of doctor appointments to ensure clients received timely medical care. to ensure timely medical care. appointments, exercise, recreation, and family visits to maintain a schedule.
- Drove clients to medical visits and community errands.
- Transported clients to doctor appointments or other necessary outings.
- Organized oral medications for clients following dosage and schedule requirements.
- Monitored clients' activity levels and helped prevent sedentary behavior.
- Redirected clients with memory issues, providing safety guidance.
- Supported clients in making decisions that were consistent with their values and wishes.
- Monitored the health and well-being of clients and reported significant health changes.
- Provided emotional support during end-of-life transitions.
- Monitored the health and well-being of clients and reported significant health changes.
- Sorted and arranged oral medications according to prescribed schedules for clients following dosage and schedule requirements.
- Consulted with client care team to continually update care plans.
- Contacted medical providers on behalf of clients to follow up on appointments.
- Consulted with client care team to continually update care plans.
Medication Technician (Med Tech)
Diamond Assisted Living
Green Cove Springs, FL
03.2019 - 06.2024
- - Coordinated medication orders, liaised with pharmacies, doctors, and family members to address residents' health needs.
- - Assisted and administered medications according to care plans.
- - Obtained and recorded vital signs, monitored blood sugar levels, and administered insulin shots.
- - Maintained accurate documentation and communicated changes in patient conditions to the healthcare team.
- - Oversaw medication inventory, ensuring proper handling and storage to maintain safety and compliance.
Assistant Director of Nursing Assistant
Diamond Assisted Living
Green Cove Springs, FL
01.2020 - 01.2024
- - Supervised nursing staff, overseeing recruitment, training, and policy development.
- - Managed patient care oversight, ensuring compliance with healthcare regulations.
- - Coordinated with interdepartmental teams to ensure seamless patient care.
- - Developed nursing department schedules by coordinating staff availability and shift requirements.
- coordinating shift approvals and staffing needs.
- Coordinated medication management and monitored resident health records to ensure safe and effective patient care.
- Reviewed care plans with nurses, caregivers, and families to align on best practices and enhance patient outcomes.
- Completed nursing documentation and maintained compliance with care standards.
- Assisted with resident assessments and admission evaluations.
- Scheduled nursing shifts and managed daily unit coverage.
- Communicated with physicians and families regarding resident condition changes.
- Responded promptly to inquiries from physicians, families, staff members, and other healthcare professionals.
- Implemented infection control measures according to established protocols.
- Ensured proper orientation of new hires as well as ongoing training for existing staff members.
- Assessed staffing needs based on patient census and acuity levels.
- Attended meetings with key stakeholders to discuss issues affecting the Nursing Department.
- Coordinated the planning, implementation, evaluation, and documentation of nursing care plans.
- Maintained accurate records of staffing assignments and patient data according to established guidelines.
- Reviewed daily documentation of dispensing of controlled substances, immediately noting discrepancies from shift to shift.
- Maintained communication and transparency with governing boards and department heads to support informed decision-making.
Certified Nursing Assistant (CNA)
Life Care Centers of America – Wells Crossing
Orange Park, FL
09.2017 - 08.2018
- - Assisted patients with daily living activities including dressing, feeding, and bathing.
- - Obtained and recorded vital signs; reported changes in residents' conditions.
- - Monitored vital signs and reported changes to nursing staff.
- - Facilitated bathing, dressing, and personal hygiene for residents at Wells Crossing to enhance comfort and dignity.
- - Assisted patients with shaving, bathing, and oral hygiene to promote healthy habits and overall wellness.
- - Supported meal service and fed residents needing extra assistance.
- - Transferred residents safely using gait belts and mobility aids.
- - Assisted with ambulation of patients utilizing appropriate equipment safely.
- - Aided residents in walking using self-help devices or independently.
- - Responded to calls and provided timely bedside support.
- - Answered call lights promptly and responded to patient needs accordingly.
- - Observed and reported unusual symptoms and changes to the charge nurse.
- - Turned and repositioned residents using proper body mechanics to prevent pressure ulcers.
- - Distributed drinking water and nourishment to residents.
- - Responded quickly to emergency situations involving sudden illness or injury.
- - Maintained accurate records of patient care, condition, progress, or problems for review by medical staff.
- - Cleaned and organized resident bathrooms and changed linens.
- Provided drinking water and nourishment to residents to ensure hydration and nutrition.
- - Followed infection control procedures and maintained clean resident areas.
- - Supported non-ambulatory residents in range of motion exercises.
- - Provided comfort measures such as back rubs and positioning pillows for added comfort.
- - Fostered relationships with patients, caregivers and healthcare teams to achieve individual care plan targets.
- - Looked for physical, emotional, and symptomatic changes in patient condition and obtained necessary care for medical concerns.
- - Maintained accurate, timely flow of information by completing thorough patient records and updating the healthcare team on patient status.
- - Communicated resident needs to nurses and care team members.
- - Assisted residents in preparing for activities and social programs.
- - Oversaw cleanliness and organization of patient rooms, shared-living areas and nursing stations.
- - Participated in educational programs related to nursing assistant skills development.
- Participated in educational programs related to nursing assistant skill development.
- - Safeguarded patient privacy with strict adherence to HIPAA protocols.
- - Shaved and draped patients to prepare for surgery, treatment or examination.
- - Conducted physical exercises for comatose and paralyzed patients to reduce delirium and improve physical function.
- Conducted physical exercises for comatose and paralyzed patients to reduce delirium and improve physical function.
CNA
Governors Creek Health & Rehab
Green Cove Springs, FL
09.2016 - 08.2017
- - Provided direct patient care in accordance with care policies and procedures.
- - Assisted patients with ambulation, feeding, dressing, showering, and hygiene maintenance to promote comfort and independence.
- - Operated Hoyer lifts for patient transfers, ensuring safety and dignity during mobility.
CNA/Med Tech
Camelot Chateau Assisted Living Facility
Ocala, FL
04.2014 - 10.2015
- - Administered medication and monitored patient vital signs to ensure health stability.
- - Processed medication orders from pharmacies to ensure timely availability for patient care. from pharmacies and accurately labeled prescriptions to support timely patient medication management.
- - Provided assistance to residents with daily living activities in a supportive environment. Documented patient interactions and responses in charts to ensure accurate records.
Education
CPC Professional - Billing And Coding
Penn Foster Career School
Scranton, PA 09.2026 - 09.2026
GED -
Starke
FLCertified Nursing Assistant - Nursing
Beeline Medical Academy
Ocala, FL 01.2015 - 01.2015
Skills
- - Certified Nursing Assistant (CNA)
- - Medication Technician (Medtech)
- - CPR/BLS Certified (4 years)
- - Infection Control Training
- - Home Health & Patient Care
- Hoyer lift assistance
- Colostomy care
- Medication administration
- Policy compliance
- Record management
- HIPAA compliance
- Patient management
- Customer service
- Attention to detail
- Data collection
- Account management
- Strong teamwork
- Clerical support
- Problem-solving
- Staff education and training
- Telephone etiquette
- Computer proficiency
- Inbound and outbound calling
- Team development
- Order management
- Creative problem solving
- Service coordination
- Adaptability
- Scheduling
- Critical thinking
- Multitasking and organization
- Calm demeanor
- Multitasking
- Positive and professional
- Email coordination
- Microsoft outlook
- Multi-line telephone operations
- Punctuality and reliability
- Fulfillment coordination
- Intake management
- Claims coding
- Authorization support
- Appointment scheduling
- Health information
- Microsoft office expertise
- Documentation management
- Follow-up skills
- Product and service solutions
- Adaptive team player
- Empathy and patience
- Customer relationship management (CRM)
- Training development aptitude
- Task prioritization
- Documentation
- Payment collection
- Insurance verification
- Electronic health records
- Patient scheduling
- Patient care coordination
- Order fulfillment
- In-store support
- Delivery scheduling
- Quality control
- Microsoft Excel
- Account updating
- Quality assurance controls
- Microsoft PowerPoint
- Email management
- Medical terminology
- Medical coding
Personal Information
Title: Certified Nursing Assistant (CNA) | Medication Technician | DON Assistant | Healthcare Customer Service Representative
**Additional Responsibilities & Experience**
Title: CAN/MED TECH/ DON ASSISTANT
Timeline
CPC Professional - Billing And Coding
Penn Foster Career School
09.2026 - 09.2026
Customer Service Representative
Rotech Healthcare
05.2025 - Current
Elderly Caregiver
Self Employed
06.2024 - 05.2025
Assistant Director of Nursing Assistant
Diamond Assisted Living
01.2020 - 01.2024
Medication Technician (Med Tech)
Diamond Assisted Living
03.2019 - 06.2024
Certified Nursing Assistant (CNA)
Life Care Centers of America – Wells Crossing
09.2017 - 08.2018
CNA
Governors Creek Health & Rehab
09.2016 - 08.2017
Certified Nursing Assistant - Nursing
Beeline Medical Academy
01.2015 - 01.2015
CNA/Med Tech
Camelot Chateau Assisted Living Facility
04.2014 - 10.2015
GED -
Starke