Lindsay Williams
Haverhill,MA
Summary
Adept at maximizing clinic efficiency and patient satisfaction, my tenure at Tufts Home Care honed my skills in healthcare administration and empathetic communication. Achieved significant improvements in clinical documentation and patient care coordination, ensuring HIPAA compliance and enhancing team productivity without compromising service quality.
Overview
14
14
years of professional experience
Work History
Clinical Support Coordinator
Tufts Home Care
10.2017 - 10.2023
- Maximized resource utilization within the clinic by regularly assessing staffing requirements based on fluctuating caseloads and adjusting schedules accordingly.
- Maintained accurate and up-to-date patient records by diligently documenting clinical data, observations, and treatment outcomes.
- Collaborated with multidisciplinary teams to develop individualized care plans tailored to each patient''s unique needs and goals.
- Ensured compliance with healthcare regulations by adhering to established protocols and maintaining a thorough understanding of relevant policies.
- Received and appropriately triaged phone calls or requests from hospital-based physicians.
- Coordinated appointment scheduling for optimal time management while accommodating urgent or emergency cases as needed.
Call Center Representative
Greater Lawrence Family Health Center
02.2015 - 09.2017
- Managed high call volumes while providing exceptional customer support and maintaining professional composure.
- Handled escalated calls professionally, effectively resolving complex issues and ensuring client satisfaction at all times.
- Mastered multiple software systems for seamless navigation during calls, improving efficiency and reducing hold times for customers.
- 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.
CNA
Baker Katz Nursing Home
01.2010 - 02.2015
- Assisted patients with daily living activities, promoting independence and dignity.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Utilized proper body mechanics and assistance devices when transferring patients, minimizing the risk of injury for both parties.
- Ensured prompt response to call lights, addressing patient needs in a timely manner.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Prevented bedsores by regularly repositioning patients and implementing proper wound care techniques.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
Call Agent
Firedog
12.2010 - 02.2011
- Built strong customer relationships with empathetic communication and active listening skills.
- Maintained accurate records of customer interactions, ensuring data integrity for future reference or analysis purposes.
- Balanced high call volume while maintaining composure under pressure, resulting in satisfied customers and positive feedback ratings.
- Mastered multiple software platforms to ensure seamless navigation during calls, improving overall productivity.
- Achieved targeted call resolution times by swiftly identifying issues and providing solutions.
- Maintained high call quality standards by adhering to company guidelines and protocols.
Education
High School Diploma - Nursing
Whittier Voc Tech High School
Haverhill, MASkills
- HIPAA compliance
- Clinical documentation
- Clinical assessment
- Healthcare administration
- Patient services management
- Patient care
- Patient confidentiality
- HIPAA
- Patient records administration
- Staff scheduling
- Data compilation
- HIPAA compliant
- Clinical staff support
Languages
Spanish
Native or Bilingual
Timeline
Clinical Support Coordinator
Tufts Home Care
10.2017 - 10.2023
Call Center Representative
Greater Lawrence Family Health Center
02.2015 - 09.2017
Call Agent
Firedog
12.2010 - 02.2011
CNA
Baker Katz Nursing Home
01.2010 - 02.2015
High School Diploma - Nursing
Whittier Voc Tech High School
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