Karla Southern
USN
Lewisville,NC
Summary
Confident Computer Technician with expertise in help desk environments, assisting both employees and customers with technical issues. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
27
27
years of professional experience
1
1
Certification
Work History
IT Technician
United States Naval Reserves
11.2004 - Current
- Maintained office PCs, networks and mobile devices.
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Enhanced user experience with thorough troubleshooting and resolution of hardware and software problems.
- Monitored systems in operation and quickly troubleshot errors.
- Improved network efficiency by optimizing configurations and implementing necessary updates.
- Performed troubleshooting and repaired peripheral devices such as printers, scanners and [Type].
- Managed system-wide operating system and software deployments as well as related software upgrade problems.
- Streamlined IT support processes, resulting in increased productivity within the department.
- Developed and documented standard operating procedures for consistent IT service delivery across the organization.
- Participated in on-call rotation to ensure 24/7 availability of technical support for mission-critical systems.
- Contributed ideas for process improvement during team meetings, leading to more efficient workflows within the department.
- Increased cybersecurity measures by conducting regular vulnerability assessments and applying critical patches as needed.
- Created user accounts and assigned permissions.
- Monitored system performance to identify potential issues.
- Assisted in development of system security protocols.
- Offered assistance in implementing and developing training programs.
Orthopedic Technician
Wake Forest Baptist Hospital
04.1997 - Current
- Prevented complications by closely monitoring patients'' conditions after surgery or injury, reporting any changes or concerns to supervising physician immediately.
- Optimized patient care by maintaining detailed records of treatments, procedures, and progress notes for each individual case.
- Strengthened teamwork and collaboration among clinic staff by actively participating in meetings, sharing knowledge, and providing constructive feedback.
- Assessed patient comfort related to cast and splints and assisted with comfort measures.
- Measured and fit crutches and canes and instructed patients on proper crutch and cane walking.
- Provided compassionate support to patients during difficult times, addressing concerns related to their injuries or treatments in a professional manner.
- Improved patient comfort by providing efficient and accurate orthopedic casting and splinting.
- Increased patient satisfaction with thorough post-operative care instructions, ensuring proper healing and recovery.
Patient Service Representative
Wake Forest Baptist Hospital
04.2015 - 06.2023
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Managed patient registration process, confirming data accuracy and completeness.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Handled customer service inquiries in person, via telephone and through email.
- Facilitated patient registration by accurately entering demographic and insurance information into electronic health record systems.
- Entered patient demographic and insurance data into electronic medical record system.
- Processed medical records requests efficiently, safeguarding patient privacy while ensuring timely information access for healthcare providers.
- Served as a reliable source of information for patients regarding appointment scheduling, insurance coverage inquiries, and general office policies.
- Assisted with insurance verification tasks, ensuring accurate billing and timely reimbursement for services rendered.
- Built and maintained positive working relationships with patients and staff.
- Actively participated in team meetings focused on improving workflows and enhancing overall practice performance.
- Handled complex insurance pre-authorization processes accurately, enabling timely delivery of necessary medical services.
- Coordinated referrals efficiently between primary care providers and specialists, ensuring a seamless patient experience.
- Streamlined appointment scheduling for increased patient convenience and reduced wait times.
- Collaborated with clinical staff to coordinate care plans, resulting in improved patient outcomes.
- Reduced no-show rates through consistent appointment reminder calls, leading to improved clinic productivity.
- Enhanced office efficiency by managing multi-line phone systems and promptly directing calls to appropriate personnel.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Supported new Patient Service Representatives'' orientation process by sharing expertise on office procedures.
- Investigated insurance claims denials and appeals.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Providing excellent customer service by promptly answering patient inquiries.
- Answered incoming calls, scheduled appointments and filed medical records.
- Provided excellent customer service to patients and medical staff.
- Verified patient insurance eligibility and entered patient information into system.
- Followed document protocols to safeguard confidentiality of patient records.
- Trained new staff on filing, phone etiquette and other office duties.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Delivered support to medical staff in completion of patient paperwork.
Education
Associate of Science - Nursing
Forsyth Technical Community College
Winston-salem, NCBachelor of Arts - Nursing
Winston-Salem State University
Winston-salem, NCSkills
- Desktop Technical Support
- Hardware Installation
- Technical Support
- Software configuration
- Remote Support
- Help Desk Operations
Certification
- Certified [
- KEY MANAGEMENT INFRASTRUCTURE, U.S.NAVY- 2016-2024
- CISSP CERTIFICATION
Reading, Hiking
Love Reading just about anything especially history and the life of other people.
There are so many things to see when hiking and enjoying the exercise at the same time
Timeline
Patient Service Representative
Wake Forest Baptist Hospital
04.2015 - 06.2023
IT Technician
United States Naval Reserves
11.2004 - Current
Orthopedic Technician
Wake Forest Baptist Hospital
04.1997 - Current
Associate of Science - Nursing
Forsyth Technical Community College
Bachelor of Arts - Nursing
Winston-Salem State University
- Certified [
- KEY MANAGEMENT INFRASTRUCTURE, U.S.NAVY- 2016-2024
- CISSP CERTIFICATION
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