Latoya Thomas
Summary
Dynamic Certified Clinical Medical Assistant with a proven track record at Hilton Head Heart, enhancing patient flow and satisfaction through effective scheduling and empathetic communication. Skilled in clinical documentation and patient intake, I consistently exceeded performance metrics by mastering multiple software systems, contributing significantly to EviCore Healthcare's call center success.
Overview
12
12
years of professional experience
Work History
Certified Clinical Medical Assistant
Hilton Head Heart
04.2024 - Current
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Taught patients about medications, procedures, and care plan instructions.
- Collected and documented patient medical information such as blood pressure and weight.
- Improved patient flow within the clinic by effectively managing appointment scheduling and timely rooming of patients.
- Built rapport with diverse populations of patients through compassionate listening skills and empathetic communication.
- Ensured optimal patient experience by maintaining a clean, comfortable, and organized treatment environment.
- Ensuring patient is prepare and has all information for Watchman Discussion with provider (Dr. Alikakos)
- Getting all authorization needed for the actual Watchman procedure (LAAC)
- Making sure the patient are aware of every step before during and after the Watchman procedure (LAAC)
- Keeping the communication open and clear between Cath Lab, Provider and Patient
Call Center Representative
EviCore Healthcare Formerly Care Core National
08.2012 - 08.2023
- Improved first-call resolution rates with thorough issue analysis and effective problem-solving techniques.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Developed rapport with customers through empathetic listening skills, creating positive experiences even during difficult conversations.
- Streamlined call flow processes for more efficient response times and increased productivity.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries in a timely manner.
- Reduced average call handling time, ensuring prompt service to customers while maintaining quality interactions.
- Delivered consistent top-notch performance under pressure during peak calling hours or challenging situations.
- Met customer call guidelines for service levels, handle time and productivity.
- Delivered prompt service to prioritize customer needs.
- Exceeded monthly performance metrics consistently, contributing to the success of the call center operations.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
Education
High School Diploma -
Jasper County High
Ridgeland, SC05-2001
Skills
- Vital signs monitoring
- HIPAA compliance
- Patient intake process
- Clinical documentation
- Patient scheduling
- Appointment setting
- Medical terminology
- EKG monitoring
- Medical billing and coding
- Medical history intake
- Data entry
- Professional bedside manner
- Customer service
Timeline
Certified Clinical Medical Assistant
Hilton Head Heart
04.2024 - Current
Call Center Representative
EviCore Healthcare Formerly Care Core National
08.2012 - 08.2023
High School Diploma -
Jasper County High
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