Kelsey Martin
Clanton,AL
Summary
Creative customer care professional dedicated to consistently surpassing service goals with unparalleled support for customer needs. Smoothly manages both incoming and outgoing calls and remote requests by applying strong organizational, research and time management skills. Solid history of success in fast-paced call centers.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Medical Assistant
American Family Care, Inc
10.2022 - 04.2023
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Obtained client medical history, medication information, symptoms, and allergies.
- Performed medical records management, including filing, organizing and scanning documents.
- Collected and documented patient medical information such as blood pressure and weight.
- Called and faxed pharmacies to submit prescriptions and refills.
- Documented vital signs and health history for patients in clinic and hospital environments.
- Assisted with routine checks and diagnostic testing by collecting and processing specimens.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Completed clinical procedures and gathered patient data for interpretation by physician.
- Taught patients about medications, procedures, and care plan instructions.
- Verified patient insurance coverage and collected required co-payments.
- Obtained and documented patient medical history, vital signs and current complaints at intake.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Completed EKGs and other tests based on patient presentation in office.
- Prepared lab specimens for diagnostic evaluation.
- Oriented and trained new staff on proper procedures and policies.
- Supported duties for diagnostic and technical treatment procedures, such as setting up and operating special medical equipment and apparatus.
- Administer injections such as B12, Dexamethasone, vaccines etc. by direct order of physician.
Patient Care Technician
Ascension St. Vincent
03.2022 - 10.2022
- Obtained patient vital signs and reported results to staff nurse or physician, noting changes from prior measurements.
- Answered patient assistance calls, assessed needs, and offered qualified support.
- Maintained clean and safe environment to promote patient safety and comfort.
- Monitored, tracked, and conveyed important patient information to healthcare staff to help optimize treatment planning and care delivery.
- Responded to patient emergencies with immediate care and notified clinicians to provide comprehensive assistance.
- Collected and transported specimens to prepare for lab testing.
- Assisted in transferring patients, beds and patient care equipment to other rooms adhering to necessary safety precautions.
- Helped patients maintain healthy skin by checking wounds, assessing integrity, and bathing bedbound individuals.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Applied oxygen via nasal cannula, simple masks and nebulizer masks under direction of nurse in charge.
- Documented patient information and care activities in electronic health record.
- Followed directions of licensed nurses to administer medications and treatments.
- Maintained clean and safe environment to promote patient safety and comfort.
Personal Banker
Central State Bank
10.2020 - 10.2022
- Worked closely with management to strategize sales techniques to increase branch production and customer service.
- Assisted customers with setting up or closing accounts, completing loan applications, and signing up for new services.
- Cross-sold bank products and services to meet customer needs and provide options.
- Promoted financial products by maintaining excellent service offering knowledge.
- Managed deposits, withdrawals and wire transfers to process smooth banking transactions for clients.
- Processed customer requests for statements, ordering additional checks, and updating customer personal information in database.
- Balanced cash drawers and vault accounts on daily basis with zero discrepancies.
- Answered customer questions and explained available services such as deposit accounts, bonds, and securities.
- Expanded client base by promoting new financial products.
- Utilized customer relationship management software to provide accurate and complete customer service.
- Backed up teller team by handling needs of new and existing customers at main counter.
- Responded to customer inquiries regarding new accounts and account services.
- Verified customer identity and reviewed documentation for accuracy.
- Activated new accounts and issued customer identification numbers.
- Maintained customer records and updated account information.
- Monitored accuracy of customer information in system.
- Keyed customer contact information and payment data into system carefully observing corporate confidentiality procedures.
- Contacted customers as soon as issues arose to immediately find resolution before problem escalated.
- Explained account terms and conditions to customers.
- Reconciled customer accounts and balanced daily transactions.
- Tracked and processed customer account requests and applications.
- Greeted customers and delivered information about new account processes.
- Collected customer information and completed new account forms.
- Provided customers with additional information regarding account services.
- Networked to increase client base and encourage existing clients to expand financial portfolios.
DME Manager
Southern Patient Care
02.2020 - 09.2020
- Offered listening ear to both patients and loved ones to meet emotional and mental, as well as physical needs.
- Recognized and understood specific stages of dying process, providing comfort-based care during vulnerable times.
- Established hospice care services for elderly and disabled patients.
- Communicated with patients, ensuring that medical information was kept private.
- Coordinated routes for DME specialist to deliver.
- Dispatch hospice equipment to patient homes.
Pharmacy Technician
Wrights Drug & Gift
11.2016 - 04.2020
- Answered incoming phone calls and addressed questions from customers and healthcare providers.
- Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
- Solved customer problems in-person or over telephone by providing assistance with placing orders, navigating systems, and locating items.
- Stocked, labeled, and inventoried medication to keep accurate records.
- Counted and labeled prescriptions with correct item and quantity.
- Entered and processed patients' prescriptions into internal system.
- Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
- Assisted pharmacist by filling prescriptions for customers and responding to patient questions regarding prescription and medication-specific issues.
- Collected co-payments or full payments from customers.
- Communicated with patients to collect information about prescriptions and medical conditions or arrange consultations with pharmacists.
- Maintained proper drug storage procedures, registries, and records for controlled drugs.
- Restocked pharmacy shelves with current merchandise to drive consistent peripheral sales.
- Consulted with insurance company representatives to complete claims processing, resolve concerns, and reconcile payments.
- Ordered medicines daily to replenish stock and increase inventory in anticipation of need.
- Managed opening and closing duties for pharmacy.
- Liaised with other pharmacies to eliminate issues related to product expiration.
- Provided consultations and answered inquiries from patients, healthcare professionals and physicians regarding drugs, potential side effects, and specified use.
- Precisely measured and combined ingredients to deliver scrupulous formulation on customer compound prescription orders.
Education
Associate of Applied Science - Nursing
Jefferson State Community College
Birmingham, AL08.2025
High School Diploma -
Chilton County High School
Clanton, AL05.2019
Skills
- Wound Care and Irrigation
- Assisting with Physical Exams
- Sterile Procedures and Techniques
- IV Discontinuation
- Charting Expertise
- Clinical Applications
- Human Anatomy and Physiology
- Advanced Anatomy Knowledge
- Customer Service
- Restocking Lab Supplies
- Simple Dressings
- Proper Sterilization Techniques
- Pharmacy Relations
- Managing Medical Laboratory Equipment
- Microsoft SharePoint
- Routine Laboratory Testing
- Patient Assessments
- Family Education
- X-Ray Processing
- Patient Chart Tracking
- Patient Management
- Email Software
- Microsoft Outlook
- EKG Set Up and Monitoring
- Microsoft Office
- Medical Records Management
- Judgment and Decision-Making
- Critical Thinking
- Phlebotomy
- Writing
- Speaking
- Coordination
- Service-Orientation
- Cultural Awareness
- Patient Positioning Understanding
- Patient Service
- Culturally Competent Care
- Hospice and Palliative Care
- Mobility Assistance Aptitude
- Blood Glucose Monitoring
- Professional Bedside Manner
- Feeding Assistance
- Patient Safety
- Medical Histories and Vital Statistics
- Monitoring Patient Conditions
- Calm Under Stress
- Phlebotomy Training
- Medical Triage
- Practice Assistance
- Infection Control Standards
- Observation Documentation
- Active Listening
- Reading Comprehension
- Documenting Behaviors
- Legal Considerations
- Customer Satisfaction
- Sales Expertise
- Safe Deposit Box Oversight
- Cash Vault Auditing
- Portfolio Assessment
- Financial Advisement
- Branch Operations
- Cash Handling
- Client Relationship Management
- Financial Profiling
- Financial Services
- Branch Management
- Growth Portfolios
- Data Integrity
- Open New Accounts
- Effective Customer Communication
- Solving Customer Concerns
- Consultative Selling Techniques
- Client Needs Assessment
- OSHA Compliance
- Program Promotion
- Customer Service and Assistance
- Call Volume and Quality Metrics
- Document Processing
- Data Reports
- Manage Budgets
- Software Use
- Learn Quickly
- Hard Working
- Dedication
Accomplishments
- Recognized for outstanding dedication to patient care.
- Promoted from Teller to Personal Banker.
- Promoted from Cashier to Pharmacy Technician.
- Recognized for going above and beyond the call of duty.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Certification
- Licensed Pharmacy Technician - 2019-2020
- Certified Medical Assistant, (American Family Care)
- First Aid/CPR Certified
Timeline
Medical Assistant
American Family Care, Inc
10.2022 - 04.2023
Patient Care Technician
Ascension St. Vincent
03.2022 - 10.2022
Personal Banker
Central State Bank
10.2020 - 10.2022
DME Manager
Southern Patient Care
02.2020 - 09.2020
Pharmacy Technician
Wrights Drug & Gift
11.2016 - 04.2020
Associate of Applied Science - Nursing
Jefferson State Community College
High School Diploma -
Chilton County High School
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