Letha Thompson
Dallas,TX
Summary
Accomplished Lead NRCMA at SWP/Sound Physicians, adept in call monitoring and problem-solving, significantly enhanced customer satisfaction and agent performance. Excelled in team building and implementing process improvements, leveraging medical terminology knowledge and coaching skills. Proven track record in fostering efficient, patient-centric environments. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
12
12
years of professional experience
Work History
Lead NRCMA Clinical Call Center
SWP/ Sound Physicians
12.2017 - Current
- Led weekly meetings to discuss team goals, priorities, challenges, and progress updates, promoting open communication among staff members.
- Analyzed call center data to identify trends and opportunities for process improvement initiatives.
- Collaborated with other departments to address common customer issues, streamlining processes for faster resolution times.
- Retained valued patients by providing excellent service recovery in challenging situations involving complaints or dissatisfaction.
- Implemented effective coaching strategies to improve agent performance and customer experience.
- Enhanced customer satisfaction by efficiently addressing and resolving their concerns.
- Assisted in recruitment efforts by conducting interviews, evaluating candidates'' with medical skill set"
- Trained team members on performance metrics and consumer behavior identification.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Rooming as a back up MA
- Vitals, injections, refill medications, process all orders
- Processing referrals and Prior Auths
NRCMA/PCT
Ut Southwestern Medical Center
11.2016 - 12.2016
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Worked flexible hours across night, weekend, and holiday shifts.
- Assisted the RN with patients
- Lifting, bathing, vitals, charting in the EMR system ( EPIC)
PCT/NRCMA/Unit Secretary
Baylor Scott & White Medical Center
02.2013 - 02.2016
- 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.
- Contributed to positive patient experiences by greeting visitors, providing directions, and addressing inquiries professionally.
- Supported hospital compliance efforts by adhering to privacy policies and HIPAA regulations when handling sensitive patient information.
- Provided information for patient admissions and discharges to foster timely processing.
- Increased efficiency in patient care, organizing charts and medical records for easy access.
- Scheduled patient appointments to maximize healthcare provider availability.
- Reduced administrative burden for nurses, allowing more time for patient care, by taking over clerical duties.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Greeted visitors and initiated triage processes for clients to streamline patient flow.
Education
Certified Medical Assistant
Remington College
Dallas, TX05-2011
MOA
PCI Training
Dallas, TX05-2009
Skills
- Escalation Handling
- Call Monitoring
- Reporting skills
- Administrative and Office Support
- Coaching and Mentoring
- Quality Assurance
- Customer Service
- Problem-Solving
- Multitasking
- Phone Etiquette
- Call center experience
- Team building
- Microsoft Office
- Data Entry
- MS Office
- Order Processing
- Medical terminology knowledge
- Injections Vitals Medication refills
- Triage
Timeline
Lead NRCMA Clinical Call Center
SWP/ Sound Physicians
12.2017 - Current
NRCMA/PCT
Ut Southwestern Medical Center
11.2016 - 12.2016
PCT/NRCMA/Unit Secretary
Baylor Scott & White Medical Center
02.2013 - 02.2016
Certified Medical Assistant
Remington College
MOA
PCI Training
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