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
30
30
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.
Waitress
Better Better and More
Charlotte NC
04.2015 - 11.2016
- Delivered exceptional customer service in fast-paced dining environment.
- Managed food and beverage orders efficiently, ensuring accuracy and timely delivery.
- Assisted with training new staff on restaurant procedures and service standards.
- Collaborated with kitchen staff to streamline order preparation and enhance service flow.
Server
The Other Store
Columbia SC
01.2012 - 04.2015
- Delivered exceptional customer service in fast-paced environment, enhancing guest satisfaction and retention.
- Managed order accuracy and timely delivery, ensuring efficient table turnover during peak hours.
- Trained new staff on menu knowledge and service standards, improving team performance and consistency.
- Collaborated with kitchen staff to streamline communication and expedite food preparation processes.
CNA
White Oak Manor
Columbia SC
10.1996 - 03.2004
- Provided compassionate care to residents, ensuring comfort and safety in daily activities.
- Assisted nursing staff with patient assessments and medication administration, enhancing operational efficiency.
- Trained new staff on care protocols and best practices, fostering a collaborative work environment.
- Monitored vital signs and reported changes to medical team, ensuring timely interventions for residents.
- Implemented infection control measures, improving hygiene standards throughout facility operations.
- 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.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
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
Accomplishments
- Achieved [Result] through effectively helping with [Task].
Certification
RMA
- Licensed RMA - 2012
- Certification in HIV Specialty
- Certified Phlebotomy, [School of Phlebotomy] - 2025
- CNA 1999
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
Waitress
Better Better and More
04.2015 - 11.2016
Server
The Other Store
01.2012 - 04.2015
CNA
White Oak Manor
10.1996 - 03.2004
Registered Medical Assistant -
Remington College
Education and Training
other