Lindiwe D. Masuku
The Colony,TX
Summary
Dedicated Direct Care Worker passionate about helping clients lead fulfilling lives by managing health-related conditions. Knowledgeable about medication administration, appointments and social activities. Well-organized and compassionate with good relationship-building skills. Energetic Patient Care Advocate dedicated to efficient and effective collaboration between care teams, patients and families. Outgoing professional with collaborative and flexible approach to reaching mutually-beneficial resolutions. Knowledgeable patient representative offers demonstrated skills in case management and service coordination. Expertly handles complaints, inquiries and service questions to meet patients' access needs and correct problems related to care. Well-versed in policies, procedures and standards.
Overview
11
11
years of professional experience
Work History
Patient Care Technician
Carrolton Regional Medical Center
Carrollton, TX
11.2023 - Current
- Assisted in preparing patients for examinations and treatments, including vital signs monitoring.
- Performed EKGs, phlebotomy, and other laboratory tests as directed by physician or RN.
- Ensured that all medical equipment was properly maintained and sterilized.
- Observed changes in patient's conditions and reported any abnormalities to the RN on duty.
- Maintained accurate records of patient care, condition, progress, and concerns.
- Provided emotional support for patients and families during difficult times.
- Collected specimens such as urine samples for testing purposes according to established protocols.
- Answered call lights promptly and responded appropriately to requests from patients, families, staff members.
- Organized supplies in order to maintain adequate stock levels throughout shift.
Patient Care Technician
Acute Rehabilitaion Center
Plano, TX
10.2023 - Current
- Assisted in preparing patients for examinations and treatments, including vital signs monitoring.
- Administered prescribed medications under the supervision of a Registered Nurse.
- Performed EKGs, phlebotomy, and other laboratory tests as directed by physician or RN.
- Ensured that all medical equipment was properly maintained and sterilized.
- Maintained accurate records of patient care, condition, progress, and concerns.
- Observed changes in patient's conditions and reported any abnormalities to the RN on duty.
- Explained treatment procedures to patients and their families.
- Assisted with patient transfers from bed to wheelchair or strher as needed.
- Provided emotional support for patients and families during difficult times.
- Collected specimens such as urine samples for testing purposes according to established protocols.
- Answered call lights promptly and responded appropriately to requests from patients, families, staff members.
- Educated patients on basic health-related topics such as nutrition, hygiene habits.
- Reported any observed changes in behavior or physical condition to the nursing staff immediately.
- Conducted safety rounds regularly to ensure safe environment for patients.
- Participated in quality improvement activities within the department.
- Helped create a safe environment by following infection control policies.
- Responded quickly in emergency situations by providing appropriate first aid measures.
- Instructed new employees on proper techniques of performing daily tasks.
- Collaborated with interdisciplinary teams to provide comprehensive care services.
- Performed variety of delegated basic patient care services to support nursing functions and activities of daily living.
- Documented patient intake and dietary requirements and aided with feeding and monitoring.
- Assisted with patient admissions, discharges and transfers.
- Recorded patient conditions and vital signs before and after medical operations.
- Delivered outstanding patient care based on physical, psychological, educational and related criteria.
Patient Care Advocate (WFH)
Walgreens
Dallas, TX
07.2023 - 11.2024
- Developed strong and trusting rapport with patients to facilitate smooth, quality care.
- Provided knowledgeable and compassionate service in response to patient questions and concerns.
- Helped patients understand care, coverage and payment responsibilities and rights.
- Worked with patients to appeal insurance decisions and coordinated with providers to resolve problems.
- Managed database of patient information and frequently used computerized systems to track details.
- Analyzed accuracy and completeness of patient documents such as insurance claims, medical bills and legal paperwork.
- Acted as liaison for hospital staff, physicians, patients and family members.
- Completed registration procedures for patients, expertly inputting information to meet provider, facility and legal requirements.
- Reported liabilities and risk management concerns to supervisor for review.
- Verified documentation methodically to avoid critical errors impacting care delivery and payments for services.
Caregiver
Prestonwood Assisted Living
The Colony, TX
10.2022 - 02.2024
- Supported bathing, dressing and personal care needs.
- Maintained clean and well-organized environment for client happiness and safety.
- Improved patient outlook and daily living through compassionate care.
- Laundered clothing and bedding to prevent infection.
- Assisted with meal planning to meet nutritional plans.
- Observed patients for changes in physical, emotional, mental or behavioral condition and injuries.
- Created safe and positive living situations for clients by communicating with family and other staff about concerns or challenges.
- Followed care plan and directions to administer medications.
- Aided with mobility and independence for disabled individuals and continually monitored safety.
- Reported concerns to nurse supervisor to promote optimal care.
Customer Service Representative
WFS Worldwide Flight Services
Dallas, TX
03.2022 - 09.2023
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
Cabin Crew Member
Qatar Airways
Doha
08.2015 - 06.2019
- Followed company regulations and rules promoting safe environment for both travelers and employees.
- Verified required equipment and related maintenance, sending parts out for service to resolve complex issues.
- Participated in pre-flight briefings to discuss flight details, weather and service plans.
- Anticipated needs of passengers to enhance comfort and promote enjoyable flight.
- Greeted passengers to assist in finding seating assignments and properly stowe items in overhead or under-seat storage.
- Maintained database of in-flight entertainment and assisted passengers with selections.
- Inventoried aircraft amenities and completed order list for turnaround.
Guest Service Agent
Radison Blu Hotel
Yas Island, Abu Dhabi
12.2013 - 08.2015
- Managed guest check-in and check-out procedures, reservations and payments.
- Resolved guest challenges and complaints by applying resourceful and actionable solutions.
- Handled payment processing and provided customers with receipts and proper bills and change.
- Managed customer complaints and rectified issues to complete satisfaction.
- Worked with room service, housekeeping, maintenance and security to meet all guest needs.
- Maintained guest satisfaction and loyalty demonstrated through multiple online reviews.
- Mentored new staff on correct procedures, compliance requirements and performance strategies.
Education
Certification - Patient Care Technician
Legacy Career Institute
Dallas, TX05.2023
Certification - Phlebotomy
Legacy Career Istitute
Dallas, TX05.2023
Some College (No Degree) - Certified Nursing Assistant
Legacy Career Institute
Dallas, TX05.2023
High School Diploma -
Mabelreign Girls High School
Zimbabwe01.2023
Skills
- Respectful and Compassionate
- Verbal and Written Communication
- Flexible Schedule
- Community Integration
- Incident Reporting
- Relationship Building
- Heavy Lifting
- Dependable and Responsible
- ADL Assistance
- Time Management
- HIPAA Compliance
- Client Documentation
- PPE Usage
- Mobility Assistance
- Vital Signs Collection
- Electronic Recordkeeping
- First Aid and Safety
- Community Activities
- Patient Ambulation
- Caring Companionship
- Team Collaboration
- Bedside Care
- Critical Thinking
- Explaining Policy and Procedures
- Quality Standards and Protocols
- Database Search and Data Entry Skills
- Microsoft Office
Accomplishments
- Consistently maintained high customer satisfaction ratings.
- Developed relationships with 5% new clients and typically exceeded sales goals by 10%.
- Promoted from care giving to medication aid, in less than 12-months.
Timeline
Patient Care Technician
Carrolton Regional Medical Center
11.2023 - Current
Patient Care Technician
Acute Rehabilitaion Center
10.2023 - Current
Patient Care Advocate (WFH)
Walgreens
07.2023 - 11.2024
Caregiver
Prestonwood Assisted Living
10.2022 - 02.2024
Customer Service Representative
WFS Worldwide Flight Services
03.2022 - 09.2023
Cabin Crew Member
Qatar Airways
08.2015 - 06.2019
Guest Service Agent
Radison Blu Hotel
12.2013 - 08.2015
Certification - Patient Care Technician
Legacy Career Institute
Certification - Phlebotomy
Legacy Career Istitute
Some College (No Degree) - Certified Nursing Assistant
Legacy Career Institute
High School Diploma -
Mabelreign Girls High School