Kiana McWilliams
Virginia Beach,VA
Summary
Professional healthcare worker with strong expertise in patient care and support. Skilled in assisting medical staff, managing patient needs, and maintaining healthcare standards. Known for effective teamwork, adaptability, and reliability in fast-paced environments. Proficient in vital signs monitoring, patient mobility assistance, and medical documentation.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Patient Care Technician
Sentara
06.2024 - Current
- Monitored vital signs and reported changes to nursing staff, ensuring timely medical interventions when necessary.
- Assisted nurses with essential tasks, streamlining workflow and increasing efficiency in the healthcare setting.
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Performed blood draws, EKGs, and other diagnostic tests accurately and efficiently for prompt analysis by healthcare professionals.
- Fostered strong relationships with colleagues, contributing to a collaborative work environment that prioritized teamwork among staff members.
- Facilitated smooth transitions between shifts by maintaining thorough documentation of patient care activities and observations.
- Recognized potential emergencies promptly, initiating appropriate action to stabilize patients until further assistance arrived.
Patient Access Team Lead
Sentara Princess Anne Hospital
09.2023 - Current
- Responsible for leading the night shift team, while working with the Team Coordinator to ensure a seamless flow for registration in the Emergency Department
- Register patients for the Emergency Department and various hospital registration areas
- Serve as registration system super-user and take on-call rotation during the week and weekends
- Participate in the interviewing process and assist with preparing and reviewing reports
- Conduct QA audits to ensure accuracy and compliance with regulations
- Mentor and train staff to enhance skills and performance
- Manage department supply levels to ensure the availability of necessary resources
- Participate in meetings and workgroups to contribute to departmental initiatives
Patient Access Rep
Sentara Princess Anne Hospital
09.2021 - 09.2023
- Responsible for accurately identifying patients in the Emergency Department and ensuring all information is correct while also collecting all payments due at the time of service
- Positively collected, identified, and entered patient demographic and insurance data into a computer database to establish a patient's medical record and determine eligibility for benefits
- Certified preceptor to ensure new hires are fully knowledgeable with job responsibilities
- Explained and completed complex regulatory and compliance documents to adhere to all applicable privacy and compliance standards
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy
- Received patient deductibles and copayments and discussed options to satisfy the remainder of patient financial obligations
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks
Assistant Service Manager
Priority Toyota
06.2017 - 09.2021
- Responsible for serving as the point of contact for service center customers bringing in their vehicles for service and delegating tasks to technicians diagnosing the vehicle
- Recommended additional services and dealership promotions
- Coordinated recommendations with technicians and presented to customers
- Averaged 92% on customer service satisfaction surveys at all times
- Led a team of 8 technicians to diagnose and communicate vehicle issues to customer
- Provided a complete and accurate written cost estimate for labor and parts to customers
- Comfortable with learning and explaining new technologies to customers
Service Appointment Coordinator
Priority Toyota
08.2016 - 06.2017
- Responsible for scheduling appointments, monitoring service advisor schedules, and facilitating information flow between customers, service advisors, and upper management in a high-stress, call center setting
- Scheduled 500+ appointments monthly with an 85% show rate
- Handled 50+ customer calls per day, setting appointments and resolving concerns
- Reached out to customers to provide additional support when needed
- Trained four new call center employees in best practices and conflict resolution
- Collate source data such as customer names, addresses, and phone numbers
Education
BSN PROGRAM -
Sentara College of Health Sciences
11.2024
GENERAL SCIENCE -
Tidewater Community College
01.2023
MEDICAL BILLING & CODING -
U.S. Career Institute
01.2020
Skills
- Certified Proctor Epic Software
- Problem Solving
- Scheduling Software
- Time Management
- Adaptability
- Interpersonal Skills
- Multi-line Phone System
- Detail Oriented
- Organization
- Phone Skills
- Negotiating
- Record Keeping
- Vital signs monitoring
- CPR certification
- Blood glucose testing
- Basic life support
Certification
- Basic Life Support (BLS) Certification - American Heart Association.
- CHAA - National Association for Health Professionals [2024 April]
Timeline
Patient Care Technician
Sentara
06.2024 - Current
Patient Access Team Lead
Sentara Princess Anne Hospital
09.2023 - Current
Patient Access Rep
Sentara Princess Anne Hospital
09.2021 - 09.2023
Assistant Service Manager
Priority Toyota
06.2017 - 09.2021
Service Appointment Coordinator
Priority Toyota
08.2016 - 06.2017
GENERAL SCIENCE -
Tidewater Community College
MEDICAL BILLING & CODING -
U.S. Career Institute
- Basic Life Support (BLS) Certification - American Heart Association.
- CHAA - National Association for Health Professionals [2024 April]
BSN PROGRAM -
Sentara College of Health Sciences
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