Mariana McAnuff
Tukwila,WA
Summary
Accomplished in elevating customer experiences and healthcare outcomes, I leveraged conflict resolution and data entry skills at Blue Cross and Blue Shield to surpass first-call resolution metrics. My proactive approach in patient care at HCA Healthcare Inc. enhanced patient satisfaction, demonstrating my ability to blend technical proficiency with compassionate service.
Diligent Patient Care Tech with solid background in providing exceptional customer support. Successfully resolved numerous customer issues, enhancing client satisfaction and retention. Demonstrated strong communication and problem-solving skills in fast-paced environments.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Advocate
Blue Cross and Blue Shield
06.2022 - 07.2023
- Handled difficult customer situations with grace and professionalism, consistently meeting first-call resolution metrics.
- Provided exceptional customer service to high-volume customer base, resolving issues, answering inquiries and providing product information.
- Listened to customers in actively to assess issues and provide accurate information.
- Developed and maintained strong customer relationships by promptly addressing and resolving customer concerns.
- Conducted thorough research to provide accurate information and resolve complex issues for customers.
- Collaborated with team members to ensure consistent high-quality service delivery across the organization.
Patient Care Technician
HCA Healthcare Inc.
02.2021 - 03.2023
- Monitored vital signs and reported changes to nursing staff, ensuring timely medical interventions when necessary.
- Assisted nurses with essential tasks, streamlining workflow and increasing efficiency in the healthcare setting.
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Assisted in training new Patient Care Technicians, sharing knowledge and best practices to ensure consistency in care delivery.
- Performed blood draws, EKGs, and other diagnostic tests accurately and efficiently for prompt analysis by healthcare professionals.
- Contributed to a positive patient experience by keeping rooms clean, organized, and well-stocked with supplies.
- Maintained clean and safe environment to promote patient safety and comfort.
Certified Nursing Assistant
Carolina Meadows
08.2018 - 01.2021
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Reduced fall incidents by implementing safety measures like bed alarms and proper positioning techniques.
- Prevented pressure ulcers development through frequent turning, repositioning of patients, and diligent skin assessments.
Education
Certificate of Technical Studies - Certified Nursing Assistant
Durham Technical Community College
Durham, NC08-2008
Skills
- Upselling strategies
- Customer services
- Data entry skills
- Data entry
- Educating customers
- Conflict resolution
- Complaint handling
- Retention strategies
Websites
Certification
- Cardiopulmonary Resuscitation (CPR) - American Red Cross.
- Certified Nursing Assistant (CNA) - State Boards of Nursing.
- Licensed Insurance Agent/Broker - [State] Department of Insurance.
- CPR/AED Certification
Timeline
Customer Advocate
Blue Cross and Blue Shield
06.2022 - 07.2023
Patient Care Technician
HCA Healthcare Inc.
02.2021 - 03.2023
Certified Nursing Assistant
Carolina Meadows
08.2018 - 01.2021
Certificate of Technical Studies - Certified Nursing Assistant
Durham Technical Community College
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