John O. Oloo
Worcester,MA
Summary
Dynamic Customer Service Representative with Philips Lifeline, recognized for exceptional communication skills and effective case management. Achieved service excellence through meticulous data management and prompt response times, enhancing patient care coordination. Proven problem-solver with a strong ability to collaborate in high-pressure environments, ensuring optimal satisfaction.
Overview
35
35
years of professional experience
1
1
Certification
Work History
Customer Service Representative, Government Serv
Philips Lifeline, Lifeline systems
Framingham, MA
07.2009 - 02.2025
- Coordinated membership updates for individuals adjusting their healthcare providers.
- Collaborated with agencies supported by Federal and State governments.
- Managed data entry for requests, terminations, suspensions, and payer changes with precision.
- Ensured timely responses to emails, faxes, phone calls, and communication logs.
- Assisting on the phones whenever call volumes rise.
- Documented communications with case managers, customers, families and healthcare providers.
Personal Response Associate
Lifeline Systems, Inc.
Framingham, MA
11.2001 - 07.2009
- Executing responsibilities of Senior Personal Response Associate on behalf of the team.
- Handled incoming calls from subscribers activating personal help buttons and devices.
- Some of the subscribers are elderly and medically at risk individuals
- The process includes identifying and verifying their needs, and responding to them by calling and sending their non-emergency responders or emergency services, depending on the request and situation.
- Conducted equipment operation verifications and executed troubleshooting procedures when necessary.
- Mentoring and coaching new associates, and performing other tasks assigned by the Care Manager.
Inbound Customer Sales Representative
Lifeline Systems, Inc.
08.2004 - 12.2004
- Completed a Customer Sales Representative Training
- Joined the Inbound Sales Team, sold Lifeline service, collected and kept data of potential referral sources and performed other required tasks
Relief Counselor
Middlesex Health Services
04.2000 - 06.2002
- Filling temporary counselor positions in residential and day programs
- Worked with the State's Departments of Mental Retardation/Mental Health clients
- Assisting consumers with Activities of Daily Living, planning out-door activities and ensuring community involvements while upholding each individual's dignity
Program Manager of Residential Services
South Middlesex Opportunity Council, Inc.
Framingham, MA
04.2000 - 06.2001
- Administered support for housing initiatives across Metro-Suburban region.
- Created and enforced supported housing program guidelines.
- Managed team consisting of residential manager and counselor positions.
- Streamlined processes for record-keeping to meet Department of Mental Health requirements.
- Managed the conversion of a high-intensity program into a consumer-operated initiative.
- Liaised with Department of Mental Health office on program matters.
- Provided regular updates to Director of Residential Services.
- Supervised residential staff on a monthly basis.
- Engaged with senior leadership to streamline budget operations and enhance administrative processes.
- Delivered mental health support through personalized and group interventions.
- Formulated and implemented targeted program-specific treatment plans.
Manager/House parent
Concord Assabet Family and Adolescent Services, Inc.
11.1996 - 04.2000
- Managed and provided emergency shelter to adolescents in crisis in need in a family environment
- Responsibilities included supervision, scheduling, counseling, and providing advocacy and supportive care to clients such as participating in conversations, recreational and basic living activities, overseeing program management functions, facilitating community social activities
- Attended to clients' basic living skills and participation in activities
- Planned menus, transported clients to off-site activities, schools, day programs and meetings with their parents, therapists, case managers and doctors
- Completing a wide range of paperwork
Mental Health Counselor
Lowell General Hospital
03.1993 - 11.1996
- Performed tasks of ensuring safety to psychiatric patients in a locked behavioral health services unit
- Other duties included but not limited to constant observations, Non-violent crisis prevention and intervention
- Monitoring mental status for safety, co-leading therapeutic groups
- Assisting with intakes
- Writing progress notes and other pertinent documentations
- Provided support and education to family members and significant others regarding the patient's status
- Worked with outside agencies in obtaining or disseminating information on individual patients
- Participated in discharge planning and referrals
Certified Nursing Assistant
Mediplex of Lowell
10.1992 - 06.1993
- Attended to residents' needs, checking vital signs, assisting with Activities of daily living and ambulating
- Worked with residents suffering from brain injuries, provided a safe environment and supportive care, encouraged and facilitated appropriate interactions between patients
Milieu Therapist
Heritage Hospital
01.1990 - 10.1992
- Monitored and attended to adults with psychiatric issues in a locked in-patient psychiatric unit
- I also worked in the Detoxification unit with adults dealing with alcohol addiction and chemical dependency issues
- Observed patients with Suicidal and homicidal ideations and or intentions
- Facilitated living-skills group, community meetings and leisure development groups
Education
Some College (No Degree) - Computer Science And Psychology Diploma
Fitchburg State College
Fitchburg, MASome College (No Degree) - Purchase And Supply Management - Diploma
Kenya Institute Of Administration
Nairobi, KenyaSkills
- Service Excellence
- Effective Communication
- Case management
- Patient Care Coordination
- Problem solving
- Medical terminology
- De-escalation techniques
- Process improvement
- Team collaboration
- Conflict resolution
- Attention to detail
Certification
- Certified Nursing Assistant, Department Of Health
- Cardio-pulmonary Resuscitation (Heart Saver), American Heart Association
- Crisis Prevention and Intervention
- First AID, National Safety Council
- Medication Administration, Department of Mental Health
Timeline
Customer Service Representative, Government Serv
Philips Lifeline, Lifeline systems
07.2009 - 02.2025
Inbound Customer Sales Representative
Lifeline Systems, Inc.
08.2004 - 12.2004
Personal Response Associate
Lifeline Systems, Inc.
11.2001 - 07.2009
Relief Counselor
Middlesex Health Services
04.2000 - 06.2002
Program Manager of Residential Services
South Middlesex Opportunity Council, Inc.
04.2000 - 06.2001
Manager/House parent
Concord Assabet Family and Adolescent Services, Inc.
11.1996 - 04.2000
Mental Health Counselor
Lowell General Hospital
03.1993 - 11.1996
Certified Nursing Assistant
Mediplex of Lowell
10.1992 - 06.1993
Milieu Therapist
Heritage Hospital
01.1990 - 10.1992
Some College (No Degree) - Computer Science And Psychology Diploma
Fitchburg State College
Some College (No Degree) - Purchase And Supply Management - Diploma
Kenya Institute Of Administration
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