Makayla Mclean
Long Beach,WA
Summary
Compassionate Certified Nursing Assistant diligent about serving patient's medical and personal needs. Focused on delivering high-quality care to individuals from diverse backgrounds. Dedicated to protecting patient safety and promoting satisfaction with facility services. Kind and energetic professional with outstanding bedside manner and charting abilities.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Patient Engagement Specialist
Caresignal Health
St Louis, Missouri
05.2022 - Current
- Prepared patient chart for admission and compiled appropriate paperwork.
- Monitored patient therapy responses, reporting concerns to supervisor.
- Notified senior staff of patient emergencies to optimize outcomes.
- Performed variety of delegated basic patient care services to support nursing functions and activities of daily living.
Field Associate
PHP Agency Inc.
Dallas, TX
01.2024 - 05.2024
- Assisted with the coordination of field activities and operations for assigned territories.
- Developed, implemented, and tracked marketing plans to increase brand awareness in assigned territories.
- Conducted market research and gathered competitive intelligence to identify opportunities for growth.
Call Center Representative
Easy Rest Adjustable Beds
Baltimore, MD
07.2021 - 12.2021
- Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
- Managed customer expectations by clarifying needs, identifying options and recommending products and services.
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Documented conversations with customers to track requests, problems and solutions.
Call Center Representative
Pondera
Gulfport, MS
04.2021 - 07.2021
- Documented conversations with customers to track requests, problems and solutions.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Took over [Number] inbound calls per day, attentively listening to customers' questions and concerns and increasing customer base [Number]%.
Dispatcher Office Assistant
Island View Casino Resort
Gulfport, MS
08.2019 - 03.2021
- Monitored dispatch board and adjusted call priorities regularly based on caller needs.
- Tracked all changes in computer system to keep records current and accurate.
- Kept detailed and updated records of calls in physical and electronic databases.
- Communicated with individuals within inbound call center setting to complete dispatch support for [Type] calls.
- Accurately and efficiently responded to over [Number] daily requests.
- Coordinated order processing, pick sheet running and invoice printing, as well as shift shipping logs and paperwork submissions.
- Trained over [Number] employees on accurate triaging and dispatching procedures while personally handling [Number] daily calls.
- Maintained positive working relationship with fellow staff and management.
- Assisted organizational efforts by filing, entering data and answering phones.
Waitress
Cracker Barrel
Gulfport, MS
01.2018 - 01.2019
- Stocked server areas with supplies before, during and after shifts.
- Communicated with kitchen staff frequently to stay up-to-date on supply availability and potential customer wait times.
- Addressed concerns or complaints quickly to improve service and escalated more advanced issues to management for resolution.
- Handled food safely and kept spaces clean to protect customers from foodborne illness and maintain proper sanitation.
- Updated customers on menu changes and new food and beverage offerings to maintain quality service relationships.
- Served plated dinners, oversaw buffet-style dinners and passed hors d'oeuvres for parties.
- Assisted kitchen staff with food counts by determining number of items required for complete service.
- Cleared table and bussed dishes to allow for quick setups.
- Set up dining room to meet hospitality and service standards.
- Welcomed guests with personable attitude and brought beverage orders while reviewing menu options.
- Resolved customer concerns with friendly and knowledgeable service.
- Developed strong and lasting resident relationships.
- Greeted newly seated guests promptly, filled water glasses and brought bread to table.
- Answered guest questions regarding menu, food and beverage preparation, recipe ingredients and allergens.
- Maintained knowledge of menu items, garnishes, ingredients and preparation methods to assist guests with menu selection.
Call Center Representative
Mississippi Gulf Coast Community College - Perkinston Campus
Gulfport, MS
06.2016 - 06.2018
- Met or exceeded call speed, accuracy and volume benchmarks on consistent basis.
- Documented conversations with customers to track requests, problems and solutions.
- Assessed customer account information to determine current issues and potential solutions.
- Consulted with customers to determine best methods to resolve service and billing issues.
- Answered, screened and processed high volume of calls daily with call management system and web-based communications.
- Handled customers effectively by identifying needs, quickly gaining trust, approaching complex situations and resolving problems to maximize efficiency.
- Managed high-volume of inbound and outbound customer calls.
- Pursued opportunities to advance client relations skills and further enhance customer satisfaction in every interaction.
Education
High School Diploma -
Killeen High School
Killeen, TX06.2012
Relationship Coach Certification
IAP Career College
07.2021
Tax Preparer Certification
One Stop Taxes
12.2020
CPR/AED Certification
American Health Association
06.2021
Certification - Medical Billing
Universal Class
Online11.2020
Skills
- Call center operations
- Call documentation skills
- Call control skills
- Proficiency in [Type] software
- Information Protection
- Emergency Response
- Patient Observation
- Data Collection
- Patient Services
- Spreadsheet Management
- Data Entry
- Information Verification
- Typing Manuscripts
- Database Updates
- Verifying Data Accuracy
- Expense Reporting
- Medical Billing
- Verifying Insurance
- Records Management
- Insurance Knowledge
- Patient Relations
- Schedule Management
- Customer Service
- Call Documentation
- Teamwork and Collaboration
- Customer Data Confidentiality
- Problem Resolution
- Customer Relations
- LiveChat Messaging
- Calm and Professional Under Pressure
- Inbound Call Management
- Medical Terminology Knowledge
- Relationship Building
- Professional Phone Voice
- HIPAA Compliance
- Building Relationships
- Email Marketing
- Insurance sales strategy
- Insurance Policy Sales
- New Agent Training
- Client Account Management
- Team training and development
- Referral Generation
- Client Relationship Management
- Social media proficiency
- Client Service
- Policy adjustment knowledge
- Lead prospecting
- Appointment Scheduling
- Upselling strategies
- Financial Planning
- Strong interpersonal skills
- Patient Education
- Healthcare knowledge
- Vital signs monitoring
Accomplishments
- Consistently maintained high customer satisfaction ratings.
- Exceeded sales goals by an average of [Number]% in [Year]
- Improved delivery of [Product or Service] by [Action], realizing overall increase in customer satisfaction and cost efficiency.
- Created highly effective new [Program] that significantly impacted efficiency and improved operations.
- Developed relationships with [Number] new clients and typically exceeded sales goals by [Number]%
Certification
- licensed life agent
Timeline
Field Associate
PHP Agency Inc.
01.2024 - 05.2024
Patient Engagement Specialist
Caresignal Health
05.2022 - Current
Call Center Representative
Easy Rest Adjustable Beds
07.2021 - 12.2021
Call Center Representative
Pondera
04.2021 - 07.2021
Dispatcher Office Assistant
Island View Casino Resort
08.2019 - 03.2021
Waitress
Cracker Barrel
01.2018 - 01.2019
Call Center Representative
Mississippi Gulf Coast Community College - Perkinston Campus
06.2016 - 06.2018
High School Diploma -
Killeen High School
Relationship Coach Certification
IAP Career College
Tax Preparer Certification
One Stop Taxes
CPR/AED Certification
American Health Association
Certification - Medical Billing
Universal Class
Similar Profiles
Myrissa R TaylorMyrissa R Taylor
Engagement Specialist at Caresignal Health Solutions Health SolutionsEngagement Specialist at Caresignal Health Solutions Health Solutions
Rachel HesterRachel Hester
Family Nurse Practitioner at Novant Health-Employee Occupational Health and Corporate Health SolutionsFamily Nurse Practitioner at Novant Health-Employee Occupational Health and Corporate Health Solutions
Abhisheka MoothoosamyAbhisheka Moothoosamy
Dental Public & Primary Health Specialist at Oral Health Services, Health Care Agency, Ministry of HealthDental Public & Primary Health Specialist at Oral Health Services, Health Care Agency, Ministry of Health