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
Churchville, PA
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
Bristol, PA
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)
Trevose, PA
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