Ladenia Gordon-Thompson
Phoenix
Summary
Dedicated Healthcare Professional with extensive experience providing expert guidance in fast-paced medical environments. Proficient in patient care management and team collaboration, ensuring efficient operations and positive outcomes. Recognized for reliability, adaptability, and effective prioritization of responsibilities to meet team objectives.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Subject Matter Expert
Cognizant
07.2022 - Current
- Managed live queues of sensitive incidents, adhering to HIPAA regulations.
- Provided empathetic support during complex, emotionally charged situations for clients.
- Utilized Salesforce, Slack, Microsoft Teams, and social media for effective communication.
- Coordinated daily operations reports with cross-functional teams, enhancing collaboration.
- Demonstrated empathy and emotional self-regulation in all team communications.
- Conducted training sessions for 15-20 agents, improving overall customer support skills.
Customer Service Representative
United Health Group, Optum
02.2020 - 06.2022
- Effectively resolved inquiries related to claims, provider searches, resource location, interpreter services, billing payments, enrollment issues, and benefits clarification
- Utilized proprietary software and multiple applications to document all caller interactions accurately, maintaining attention to detail and adhering to Quality Assurance guidelines.
- Utilized medical terminology to accurately address and respond to caller inquiries related to health care services, insurance benefits, claims, and provider information.
- Improved resolution time with effective problem-solving for customer complaints.
Behavioral Health Technician
Mark Allen Foundation
08.2017 - 02.2020
- Built and maintained positive staff relationships to promote teamwork and better serve clients
- Completed documentation for every incident and forwarded to correct personnel for review
- Applied de-escalation and limit-setting techniques to promote patient cooperation
- Conducted client rounds to check on residents
Phlebotomy Technician
Sonora Quest Laboratories
04.2018 - 06.2019
- Collected blood samples using vacutainer tubes, tourniquets, syringes, butterfly needles, and straight needles
- Protected patients by following infection control, sharps disposal, and biohazardous waste disposal procedures
- Packaged and shipped specimens to central lab daily
- Labeled transfer tubes and followed exact directions for handling and storing specimens for transport
- Completed proper sanitation and cleaning of equipment and work areas between patients
- Logged patient information and recorded results into system
Phlebotomist Extern
Banner Del Webb Hospital
04.2018 - 06.2019
- Protected patients by following infection control, sharps disposal, and biohazardous waste disposal procedures
- Stocked phlebotomy cart or carrier with appropriate supplies
- Spoke with patient to gather information for lab records, reduce fear, or anxiety and optimize cooperation
Medical Assistant
Desert Center, Allergy & Chest Disease
10.2015 - 03.2016
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Optimized appointment scheduling processes to minimize conflicts and maximize physician availability for patients.
- Facilitated seamless patient care with thorough and accurate documentation of medical histories, vital signs, and medications.
Medical Assistant Extern
Now Care Urgent Care
06.2015 - 07.2015
- Prepared exam and treatment rooms for patient visits, availing all necessary supplies and equipment
- Obtained client medical history, medication information, symptoms, and allergies
- Maintained clean and safe clinic environment to prevent injuries
Direct Support Professional
Arizona Mentor Network
07.2014 - 07.2015
- Assisted disabled clients to support independence and wellbeing
- Maintained clean, safe, and well-organized patient environment
- Administered medication as directed by physician
Direct Support Professional
Valley life
05.2013 - 06.2014
- Administered medication as directed by physician
- Maintained clean, safe, and well-organized patient environment
- Assisted disabled clients to support independence and wellbeing
Education
Diploma - Phlebotomy
Brookline College
Phoenix, AZ01.2018
Diploma - Medical Assisting
Arizona College
Glendale, AZ11.2015
High School Diploma - undefined
Estrella High School
Avondale, AZ05.2011
Bachelor of Science - Healthcare Management
University of Phoenix
Tempe01-2027
Skills
- Salesforce/Zendesk/ MS Office
- Critical Thinking
- Quality Analysis
- Staff education and training
- Maintaining confidentiality
- Verbal and written communication
- Team/Leadership development
- Time Management
- Empathic/Active Listener
- Creative problem solving
- Report preparation
- Adaptability and flexibility
- Training and mentoring
- Strategic thinking
- Teamwork and collaboration
- Audit reporting
- Schedule management
Certification
- Communication and Social Skills, Udemy, 2023-05-13
- Crisis Communication, Udemy, 2024-11-19
- Management and Leadership, Udemy, 2023-09-13
Timeline
Subject Matter Expert
Cognizant
07.2022 - Current
Customer Service Representative
United Health Group, Optum
02.2020 - 06.2022
Phlebotomy Technician
Sonora Quest Laboratories
04.2018 - 06.2019
Phlebotomist Extern
Banner Del Webb Hospital
04.2018 - 06.2019
Behavioral Health Technician
Mark Allen Foundation
08.2017 - 02.2020
Medical Assistant
Desert Center, Allergy & Chest Disease
10.2015 - 03.2016
Medical Assistant Extern
Now Care Urgent Care
06.2015 - 07.2015
Direct Support Professional
Arizona Mentor Network
07.2014 - 07.2015
Direct Support Professional
Valley life
05.2013 - 06.2014
Diploma - Medical Assisting
Arizona College
High School Diploma - undefined
Estrella High School
Diploma - Phlebotomy
Brookline College
Bachelor of Science - Healthcare Management
University of Phoenix