Kierra Ward
Fort Myers,FL
Summary
Dedicated professional with extensive experience in patient care. Proven ability to enhance client independence through compassionate support and effective crisis intervention. Skilled in HIPAA compliance and customer service, consistently achieving high satisfaction ratings while managing sensitive information and fostering strong relationships.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Home Health Aide
Hands Of Hope Health Care Center
04.2024 - 02.2025
- Helped patients maintain personal hygiene through bathing, grooming, and toileting assistance when necessary for dignity preservation.
- Maintained a clean and safe home environment for patients, reducing falls and accidents.
- Assisted clients with daily living activities, enhancing their independence and quality of life.
- Performed light housekeeping duties including laundry linen changes sweeping vacuuming and mopping ensuring a clean and organized living space for patients.
Call Center Representative
Abt SRBI
04.2021 - 09.2023
- Managed high call volumes while providing exceptional customer support.
- Assisted an average of 550 clients in any given week and consistently met performance benchmarks in all areas (speed, accuracy and volume).
- helped company attain the highest client service ratings (as determined by external auditors- earned 100% marks in all categories including communication skills, listening skills, problem solving and politeness.
Patient Representative
Elite DNA
02.2020 - 11.2020
- Scheduled appointments for patients and placed reminder calls 48 hours before office visits
- Facilitated communication between patients, families, and medical professionals for optimal care coordination.
- Maintained strict confidentiality of sensitive information in compliance with HIPAA regulations and company policy.
- Verified any changes or data updates to patient records and checked insurance information at each appointment.
Customer Service Representative
Alta Resources
11.2018 - 12.2019
- Answered phone with friendly greeting to create positive inbound calling experience for customers.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Converse with customers by telephone or email to provide information about products or services, take or enter order, cancel accounts or obtain detailed complaints.
- Keep records of customer interactions or transactions, recording details of inquiries, complaints or comments as well as actions taken.
- Review insurance policy terms to determine whether a particular loss is covered by insurance.
Education
No Degree - Home Health Aide (HHA)
Gifted Hands
Fort Myers, FL03-2024
High School Diploma -
Dunbar Lawrence
Fort Myers, FL05-2006
Skills
- HIPPA
- Patient Care
- Meal preparation
- Personal hygiene assistance
- Feeding assistance
- Crises Intervention
- Client documentation
- Case Management
- Customer service
- Data Entry
- Customer Relationship Management (CRM) software
Certification
- HHA - Home Health Aide
Timeline
Home Health Aide
Hands Of Hope Health Care Center
04.2024 - 02.2025
Call Center Representative
Abt SRBI
04.2021 - 09.2023
Patient Representative
Elite DNA
02.2020 - 11.2020
Customer Service Representative
Alta Resources
11.2018 - 12.2019
No Degree - Home Health Aide (HHA)
Gifted Hands
High School Diploma -
Dunbar Lawrence
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