Judith Morrell
New Hope,PA
Summary
Polite and professional pharmaceutical/medical customer service representative successful in applying strong communication and problem resolution skills to each customer issue. Solid history of surpassing productivity and quality targets in high-volume settings. Top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires and providing customized solutions to build loyalty.
Overview
30
30
years of professional experience
Work History
RN, Pharmaceutical Call Center
No Longer In Existance
03.2012 - 01.2014
- Worked on multiple projects, inbound and outbound calling.
- Completed adverse event and product control forms.
- Responded to customer calls and emails to answer questions about medication uses and side effects.
- Learned and maintained in-depth understanding of product and service information to offer knowledgeable and educated responses to diverse customer questions.
- Assisted in training new nurses in proper call techniques, completion of forms and computer system use.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
RN, Patient Care Coordinator
Southeastern Health Services
10.1990 - 06.2004
- Intake and evaluation of patient referrals for homecare.
- Completion of all Medicare forms.
- Billing review for homecare visit coverage.
- Obtained approval for private insurance visits and care.
- Updated patient charts with data such as medications to keep records current and support accurate treatments.
- Acted as liaison between patients, doctors, homecare nurses and therapists.
- Monitored patient health records for accuracy to meet compliance with healthcare guidelines.
Co-founder and Director of Patient Care Services
Healing Arts Homecare (no Longer Existing)
07.1984 - 07.1990
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
- Supervised and scheduled RN homecare visits.
- Evaluated all new patients for homecare visit qualification.
- Completed all Medicare forms.
- Reviewed charts for billing coverage.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Liaised with other healthcare professionals to develop comprehensive patient care plans and provide highest quality of care.
- Created customized care plans, working with home nursing staff and families to assess and meet individual needs.
RN, Critical Care
Holy Redeemer Hospital and Medical Center
Huntingdon Valley, PA
1984 - 1984
- Collaborated with physicians to quickly assess patients and deliver appropriate treatment while managing rapidly changing conditions.
- Provided direct patient care, stabilized patients, and determined next course of action.
- Monitored patient reactions to drugs and carefully documented findings.
- Updated patient charts with data such as medications to keep records current and support accurate treatments.
- Administered medications via oral, IV, and intramuscular injections and monitored responses.
- Operated critical care equipment to keep patients stable and promote recovery.
- Worked with intubated and ventilated patients, monitoring and reporting on conditions to maintain stats within optimal levels.
Education
Associate of Applied Science - Nursing
Community College of Philadelphia
Philadelphia, PA06.1977
High School Diploma -
North Penn High School
Lansdale, PA 06.1969
Skills
- Call Center Operations
- Inbound Phone Call Management
- Customer Communication
- Verbal and Written Communication
- Logging Call Information
- Call Documentation Skills
- Product or Service] Expertise
- Answering Questions
- Product Knowledge
- Document and Records Management
- Outgoing Phone Calls
- Scripted Calls
- Training and Development
Timeline
RN, Pharmaceutical Call Center
No Longer In Existance
03.2012 - 01.2014
RN, Patient Care Coordinator
Southeastern Health Services
10.1990 - 06.2004
Co-founder and Director of Patient Care Services
Healing Arts Homecare (no Longer Existing)
07.1984 - 07.1990
RN, Critical Care
Holy Redeemer Hospital and Medical Center
1984 - 1984
Associate of Applied Science - Nursing
Community College of Philadelphia
High School Diploma -
North Penn High School
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