Lonnell Wilson
Charlotte,NC
Summary
Adaptable healthcare professional with a strong foundation in customer service and office management. Recognized for effective communication and problem-solving abilities, consistently contributing to improved patient experiences and operational workflows. Dedicated professional known for high customer satisfaction and effective problem-solving in healthcare settings. Skilled in interpersonal communication, office management, and patient care, driving operational efficiency and positive outcomes. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
9
9
years of professional experience
3
3
Certifications
Work History
RMA/HIV Specialty
Rosedale Health + Wellness
Charlotte, North Carolina
12.2024 - Current
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Assisted with customer requests and answered questions to improve satisfaction.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Maintained updated knowledge through continuing education and advanced training.
- Advise patients of lab results.
- Ora-Quick Testing( Rapid HIV Testing ).
- Vital Signs Intake.
- Injections.
RMA/Office Manager
First Care Medical Clinic
Charlotte, North Carolina
05.2020 - 12.2024
- Managed daily office operations and workflow efficiency at a busy medical clinic.
- Coordinated patient scheduling and maintained appointment systems for healthcare providers.
- Oversaw inventory management and ordering of medical supplies and office materials.
- Developed staff schedules to ensure adequate coverage across clinic services.
- Implemented office policies and procedures to enhance administrative functions.
- Trained new employees on office protocols and software tools for efficiency.
- Facilitated communication between staff, patients, and external healthcare partners.
- Maintained patient records in compliance with healthcare regulations and confidentiality standards.
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
- Managed office inventory and placed new supply orders.
- Monitored payments due from clients and promptly contacted clients with past due payments.
- Managed front desk operations including greeting visitors, answering questions or directing them to appropriate personnel.
- Ordered supplies and equipment to maintain adequate inventory levels.
- Supervised staff members, organized schedules and delegated tasks.
- Provided training to new hires on office policies and procedures.
- Maintained confidential records relating to personnel matters.
- Issued work schedules, duty assignments and deadlines for office or administrative staff.
Customer Service Representative
United Health Care
Charlotte, North Carolina
11.2016 - 03.2020
- Assisted customers with inquiries regarding health insurance plans and benefits.
- Resolved customer complaints by providing effective solutions and support.
- Educated clients on available services and resources offered by the company.
- Utilized CRM software to manage customer interactions and case documentation.
- Collaborated with team members to enhance service delivery and customer satisfaction.
- Maintained up-to-date knowledge of healthcare policies and procedures for accurate support.
- Demonstrated strong communication skills while interacting with diverse customer base.
- Answered customer inquiries and provided accurate information regarding products and services.
- Provided excellent customer service to resolve customer complaints in a timely manner.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Developed strong customer relationships to encourage repeat business.
- Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
Education
Registered Medical Assistant -
Remington College
Columbia, SC04-2012
Skills
- Ora-Quick testing
- Vital signs intake
- Patient scheduling
- Office management
- Medical supply ordering
- Customer relationship management
- Healthcare compliance
- Team collaboration
- Conflict resolution
- Effective communication
- Problem solving
- Attention to detail
- Staff training
- Time management
- Task prioritization
- Planning
- Cultural awareness
- Relationship building
- Multitasking
- Remote office availability
- Friendly, positive attitude
- PPE use
- Customer service
- Critical thinking
Certification
RMA
Timeline
RMA/HIV Specialty
Rosedale Health + Wellness
12.2024 - Current
RMA/Office Manager
First Care Medical Clinic
05.2020 - 12.2024
Customer Service Representative
United Health Care
11.2016 - 03.2020
Registered Medical Assistant -
Remington College