JodiLynn Cunningham
Alvin,IL
Summary
Innovative, forward-thinking "customer service" with over 2 years of experience in the areas of communications, verbal and written communications, observation, ability's to follow set rules and protocols. Time management and organization is words I live by. I have the ability to show patients and compassion. I also have attention to detail, strong work ethic, and quick thinking skills. Highly-motivated employee with desire to take on new challenges. Adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Blue Cross Blue Shield of Illinois
Danville, IL
02.2022 - Current
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Gathered customer feedback through surveys and used the data to improve customer service.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
- Maintained detailed records of customer interactions, transactions and comments for future reference.
- Performed administrative tasks such as filing paperwork, updating databases and generating reports.
- Resolved complex problems by working with other departments to provide solutions that meet customer needs.
- Developed strong relationships with customers by providing personalized assistance and support.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Set up and activated customer accounts.
- Educated customers on special pricing opportunities and company offerings.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Assisted customers with making payments or establishing payment plans to bring accounts current.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Improved customer service wait times to mitigate complaints.
- Made outbound calls to obtain account information.
- Kept records of customer interactions or transactions, thoroughly recording details of inquiries.
- Updated databases with new and modified customer data.
Medical Office Assistant
OSF Medical Group
Danville, IL
05.2021 - 02.2022
- Scheduled patient appointments, answered incoming calls, and assisted with inquiries.
- Greeted patients and visitors in a professional and friendly manner.
- Collected payments from patients for services rendered.
- Verified insurance coverage for each patient visit.
- Managed medical records using an electronic health record system.
- Prepared patient charts prior to each appointment.
- Assisted physicians during examinations by providing instruments and supplies as needed.
- Performed basic clerical duties such as filing documents, entering data into the computer system, photocopying forms and documents.
- Maintained medical supply inventory levels and ordered additional supplies when needed.
- Provided guidance to patients regarding their care plan or treatment options.
- Ensured that all required paperwork was completed accurately prior to submitting it for processing.
- Followed HIPAA guidelines to ensure confidentiality of patient information.
- Processed referrals for specialist visits or diagnostic tests.
- Checked vital signs such as temperature, pulse rate, respiration rate and blood pressure.
- Assisted with scheduling follow-up appointments for patients after discharge from hospitalization.
- Accurately entered billing codes into the computer system for reimbursement purposes.
- Communicated effectively with other healthcare staff members regarding patient care plans.
- Provided education to patients about their medications or treatments.
- Maintained a clean work environment by adhering to infection control protocols.
- Scheduled appointments for patients via phone and in person.
- Assisted with referrals and prepared medical records for patients.
- Communicated with patients to resolve inquiries, schedule appointments and address billing questions.
- Registered patients and scheduled appointments.
- Collected information, verified insurance and collected co-payments for patients as part of check-in process.
- Maintained confidentiality of records relating to clients' treatment
- Received and screened telephone calls and visitors by determining or addressing needs.
- Led patients to exam rooms, answered general questions and prepared patients for physician by explaining process.
- Collected co-pays and insurance data, applying full and proper payment to patient accounts.
- Prepared treatment rooms for patients by cleaning surfaces and restocking supplies.
- Completed and safeguarded medical records, securing patient information to maintain confidentiality.
- Cleaned and disinfected exam tables, trays and lamps to comply with infection control policy.
- Maintained smooth flow of examinations to keep appointments on schedule.
- Submitted diagnosis and procedure codes for insurance companies.
- Cooperated with Medicare, Medicaid and private insurance providers to resolve billing issues.
- Answered telephones and directed calls to appropriate medical or adminstrative staff.
- Scheduled and confirmed patient appointments and consultations.
- Greeted patients, determined purpose of visit and directed to appropriate staff.
- Transmitted medical records and other correspondence by mail, e-mail, or fax.
- Assisted physicians in patient care by transcribing and entering orders into the Electronic Medical Record system.
- Obtained accurate medical histories from patients and documented them into the EMR system.
- Performed data entry of patient information, including demographics, vital signs, lab results, and other pertinent information.
- Verified accuracy of dictated reports prior to release for physician review.
- Maintained confidentiality of all patient information according to HIPAA regulations.
- Scanned documents such as x-rays and laboratory results into the patient's electronic chart.
- Answered questions from patients regarding their visit or test results in a timely manner.
- Compiled referrals for specialist appointments with appropriate documentation attached.
- Prepared charts for upcoming appointments by retrieving relevant medical history from previous visits.
- Researched insurance benefits for patients prior to appointment date to ensure eligibility coverage.
- Processed prescription refill requests according to protocol.
- Ensured proper coding of diagnoses and procedures on billing forms before submitting them for payment.
- Conducted phone triage using established protocols when answering calls from patients.
- Monitored inventory levels of medical supplies within clinic areas.
- Assisted with special projects related to quality improvement initiatives as assigned.
- Followed clinicians throughout shift in high-volume, busy environments.
- Demonstrated knowledge of terminology for multiple medical specialties, consistently seeking ongoing training to expand and maintain knowledge base.
Certified Nursing Assistant
OSF Sacred Heart Medical Center
Danville, Illinois
03.2018 - 05.2021
- Assisted patients with activities of daily living such as bathing, grooming, and dressing.
- Provided basic patient care by taking vital signs, measuring height and weight, and recording intake and output.
- Reported changes in patient condition to registered nurse or physician.
- Transported patients to treatment units, using wheelchair or strher.
- Answered call lights promptly and responded to patient needs accordingly.
- Turned and repositioned bedridden patients on a regular schedule to prevent bedsores.
- Observed patients for any changes in their physical or mental condition.
- Served meals to patients in their rooms and assisted with feeding when needed.
- Cleaned and sanitized patient rooms according to established protocols.
- Maintained accurate records of patient care, condition, progress, or problems for review by medical staff.
- Performed housekeeping duties such as changing linens and cleaning bathrooms when necessary.
- Collected specimens for testing purposes upon request from physicians or nurses.
- Assisted with ambulation of patients utilizing appropriate equipment safely.
- Took temperature readings orally or rectally as instructed by the RN or MD.
- Provided emotional support to family members regarding end-of-life decisions.
- Provided comfort measures such as back rubs and positioning pillows for added comfort.
- Monitored vital signs including blood pressure, pulse rate, respiration rate.
- Responded quickly to emergency situations involving sudden illness or injury.
- Participated in educational programs related to nursing assistant skills development.
- Assisted with admission procedures such as gathering personal data from the patient's chart.
- Answered signal lights, bells or intercom systems to determine resident needs.
- Facilitated activities of daily living, personal hygiene management, feeding and ambulation.
- Assisted patients with shaving, bathing and oral hygiene to promote healthy habits and overall wellness.
- Used mobility devices to transport patients.
- Helped residents walk with or without self-help devices.
- Maintained accurate, timely flow of information by completing thorough patient records and updating healthcare team on patient status.
- Looked for physical, emotional and symptomatic changes in patient condition and obtained necessary care for medical concerns.
- Assisted nurses with wound care for pressure ulcers, bed sores and surgical site wounds.
- Measured and recorded food and liquid intake and output, reporting changes to medical or nursing staff.
- Turned and repositioned bedridden patients to prevent bedsores.
- Kept medical supply room and patient rooms stocked with necessary supplies, equipment and instruments.
- Assisted with lifting patients to move on or off beds, examination tables and surgical tables.
- Supplied, collected and emptied patient bedpans on frequent basis.
Cardiac Monitor Technician
OSF Sacred Heart Medical Center
Danville, IL
03.2018 - 05.2021
- Monitored and analyzed cardiac rhythms on EKG monitors for inpatients.
- Calibrated and troubleshot equipment to ensure proper functioning.
- Maintained accurate documentation of patient data including vital signs, medications, and reports of abnormal findings.
- Performed quality control checks on all cardiac monitoring equipment used in the facility.
- Operated telemetry systems to monitor patient's heart rate and rhythm remotely.
- Compiled comprehensive reports of patient's cardiac activity during testing or monitoring periods.
- Ensured that proper safety protocols were followed when handling hazardous materials such as lead wires or electrodes.
- Conducted regular maintenance on all cardiac monitoring devices according to manufacturers' instructions.
- Collaborated with other healthcare professionals such as nurses, physicians, or technicians to provide optimal care for patients.
- Responded quickly to any alarms generated from the monitors in order to assess potential problems.
- Documented any changes made to the settings on the monitors throughout a procedure or test period.
- Updated patients' records with readings taken from heart monitors or EKGs.
- Monitored patients on telemetry by computer or transtelephonically.
- Cleaned and maintained heart monitors and EKG machine to remove dirt from electrodes for accurate measurements.
Certified Nursing Assistant
Bowman Estates of Danville
Danville
11.2016 - 03.2018
- Maintain and follow standard quality, safety, environmental and infection control policies and procedures
- Adhere to local, state and federal laws, regulations and statutes
- Maintain detailed and complete records of health care plans and prognoses
- Develop individual treatment plans and strategies
- Evaluate treatment outcomes and recommend new or altered treatments as necessary to further promote, restore, or maintain health
- Monitor, record, and report symptoms or changes in patients' conditions
- Maintain accurate, detailed reports and records
- Record patients' medical information and vital signs
- Observe nurses and visit patients to ensure proper nursing care
- Answer patient call signals, signal lights, bells, or intercom systems to determine patients' needs.
FireFighter
Lynch Fire Protection District
Danville
01.2016 - 01.2017
- Assisted in responding to emergency calls, assessing situations, and providing necessary medical aid.
- Performed search and rescue operations in hazardous environments.
- Conducted regular safety inspections of buildings to identify any potential hazards.
- Maintained firefighting equipment, including hoses and ladders, on a daily basis.
- Provided educational presentations regarding fire prevention techniques to local schools and businesses.
- Extinguished fires using water hoses, chemical extinguishers, smoke ejectors, and other tools.
- Evaluated incident scenes for possible victims requiring medical attention or evacuation assistance.
- Prepared detailed reports concerning all activities at emergency scenes.
Certified Nursing Assistant
Pleasant Meadows Senior Living
Chrisman
01.2015 - 01.2016
- Answer patient call signals, signal lights, bells, or intercom systems to determine patients' needs
- Turn or reposition bedridden patients
- Provide physical support to assist patients to perform daily living activities, such as getting out of bed, bathing, dressing, using the toilet, standing, walking, or exercising
- Review patients' dietary restrictions, food allergies, and preferences to ensure patient receives appropriate diet
- Measure and record food and liquid intake or urinary and fecal output, reporting changes to medical or nursing staff
- Gather information from caregivers, nurses, or physicians about patient condition, treatment plans, or appropriate activities
- Record vital signs, such as temperature, blood pressure, pulse, or respiration rate, as directed by medical or nursing staff.
Certified Nursing Assistant
Liberty Village of Danville
Danville
01.2015 - 01.2016
- Answer patient call signals, signal lights, bells, or intercom systems to determine patients' needs
- Turn or reposition bedridden patients
- Provide physical support to assist patients to perform daily living activities, such as getting out of bed, bathing, dressing, using the toilet, standing, walking, or exercising
- Review patients' dietary restrictions, food allergies, and preferences to ensure patient receives appropriate diet
- Measure and record food and liquid intake or urinary and fecal output, reporting changes to medical or nursing staff
- Gather information from caregivers, nurses, or physicians about patient condition, treatment plans, or appropriate activities
- Record vital signs, such as temperature, blood pressure, pulse, or respiration rate, as directed by medical or nursing staff
- Observe or examine patients to detect symptoms that may require medical attention, such as bruises, open wounds, or blood in urine
- Document or otherwise report observations of patient behavior, complaints, or physical symptoms to nurses
- Exercise patients who are comatose, paralyzed, or have restricted mobility
- Remind patients to take medications or nutritional supplements
- Feed patients or assist patients to eat or drink
- Supply, collect, or empty bedpans
- Undress, wash, and dress patients who are unable to do so for themselves
- Communicate with patients to ascertain feelings or need for assistance or social and emotional support.
FireFighter
Catlin Fire Protection District
Catlin
01.2012 - 01.2015
Education
Wind Energy Technician -
Danville Area Community College
Certified Nursing Assistent -
Danville Area Community College
High School Diploma, General -
Catlin High School
Skills
- Microsoft
- Computers
- Mathematics
- CPR
- First Responder Skills
- Administrative Duties
- Customer Service
- Scheduling
- Product Knowledge
- Account updating
- Call Management
- Appointment Scheduling
- Information Security
- Complaint resolution
- Data Collection
- Paperwork Processing
- Inbound and Outbound Calling
- Data Entry
- Adaptive team player
- Microsoft Office Suite
- Microsoft PowerPoint
- Customer Education
- Office equipment proficiency
- Call Center Operations
- Microsoft Excel
- Filing
- Dispute Resolution
- Follow-up skills
- Researching
Affiliations
- Catlin United Methodist Church
- Catlin Fire Department
- Lynch Fire Department
Awards
- 2016 - Catlin Fire Department - Firefighter of the Year
- 2016 - Catlin Fire Department - Dedicated to the Community Award
- 2016 - Catlin Fire Department - Stork's Award
- 2016 - Lynch Fire Department - Firefighter of the Year
Certification
- CPR certification
- CNA certification
Timeline
Customer Service Representative
Blue Cross Blue Shield of Illinois
02.2022 - Current
Medical Office Assistant
OSF Medical Group
05.2021 - 02.2022
Certified Nursing Assistant
OSF Sacred Heart Medical Center
03.2018 - 05.2021
Cardiac Monitor Technician
OSF Sacred Heart Medical Center
03.2018 - 05.2021
Certified Nursing Assistant
Bowman Estates of Danville
11.2016 - 03.2018
FireFighter
Lynch Fire Protection District
01.2016 - 01.2017
Certified Nursing Assistant
Pleasant Meadows Senior Living
01.2015 - 01.2016
Certified Nursing Assistant
Liberty Village of Danville
01.2015 - 01.2016
FireFighter
Catlin Fire Protection District
01.2012 - 01.2015
Wind Energy Technician -
Danville Area Community College
Certified Nursing Assistent -
Danville Area Community College
High School Diploma, General -
Catlin High School