Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

LaMeisha Douglas

Rock Hill,SC

Summary

Dynamic and detail-oriented professional with extensive experience at Atrium Health, excelling in patient care and HIPAA compliance. Proven ability to enhance customer service and streamline operations, while effectively managing incoming calls and patient scheduling. Strong organizational skills and empathetic communication foster improved patient satisfaction and team performance.

Overview

16
16
years of professional experience
1
1
Certification

Work History

Unit Secretary

Atrium Health
07.2022 - Current
  • Assisted nursing staff with patient care, ensuring timely completion of tasks and improved patient satisfaction.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Managed incoming calls and directed to appropriate department.
  • Maintained a clean, organized work environment for optimal efficiency in the delivery of patient care services.
  • Supported hospital compliance efforts by adhering to privacy policies and HIPAA regulations when handling sensitive patient information.
  • Assisted with the training and onboarding of new unit secretaries, sharing expertise and best practices to ensure their success in the role.
  • Monitored inventory levels and advised management of need for replenishment.
  • Expedited patient admissions process by gathering essential data from patients upon arrival and accurately entering it into electronic health records systems.
  • Streamlined discharge process, ensuring patients received clear instructions and follow-up information.

COVID-19 Contact Tracer

Gaston County Schools
04.2020 - 05.2022
  • Reduced COVID-19 transmission by effectively identifying and contacting exposed individuals.
  • Provided emotional support for distressed individuals during difficult conversations surrounding their potential exposure to COVID19.
  • Enhanced community safety, providing clear guidance on isolation and quarantine procedures to exposed individuals.
  • Improved contact tracing efficiency with accurate data entry and case management system utilization.
  • Trained new team members on best practices for effective contact tracing procedures, enhancing overall team performance.

Customer Service Representative

American Red Cross
05.2018 - 05.2020
  • Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
  • Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
  • Ensured accurate record-keeping of donor information by meticulously entering data into the system.
  • Provided compassionate care to donors during post-donation recovery periods.
  • Addressed questions and concerns to educate patients on collection process and procedures.

Customer Service Representative Team Lead

Sprint
02.2010 - 04.2018
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Coached and mentored service representatives to deliver polite, professional customer interactions.
  • Handled escalated tech support issues with diplomacy and professionalism, often resolving conflicts or misunderstandings between users and the IT department.

Education

Certificate - Certified Nurse Assistant

Next Level Healthcare
Rock Hill SC
06-2020

Skills

  • Incoming call reception
  • Customer service
  • Strong organization
  • Telephone reception
  • Patient scheduling
  • Appointment scheduling
  • Incoming call management
  • HIPAA compliance
  • Nursing station operations
  • Electronic recordkeeping
  • Call light responses
  • Medical charting

Certification

  • CNA - Certified Nurse Assistant ( NC/SC )
  • CMT - Certified Medication Technician

Timeline

Unit Secretary

Atrium Health
07.2022 - Current

COVID-19 Contact Tracer

Gaston County Schools
04.2020 - 05.2022

Customer Service Representative

American Red Cross
05.2018 - 05.2020

Customer Service Representative Team Lead

Sprint
02.2010 - 04.2018

Certificate - Certified Nurse Assistant

Next Level Healthcare