Maryam Tohe
Clinton,MA
Summary
Friendly Patient and Customer Retention Specialist succeeds in identifying Patient needs and utilizing inbound and outbound retention strategies. Professional telephone demeanor with sound knowledge of recruitment and retention. Uses problem resolution and de-escalation techniques effectively. Friendly Customer Retention Specialist succeeds in identifying customer needs and utilizing inbound and outbound retention strategies. Professional telephone demeanor with sound knowledge of sales retention. Uses problem resolution and de-escalation techniques effectively.
Overview
11
11
years of professional experience
Work History
Lead Retention Specialist
Mass General Hospital, All of Us Research Program
04.2023 - Current
- Regularly contacts patients to follow up on their care, helps them with any questions/concerns, sends appointment reminders, sends surveys, and ensures their retainment
- Uses Salesforce, Health Pro, and Microsoft Excel to organize data and create reports to share with other research sites; uses PMT for program management.
- Advocated for staff members, helping to identify and resolve conflicts.
- Utilized advanced skills in solving problems and making accurate decisions to implement strategies that brought about immediate results.
Research Development Coordinator
Mass General Hospital
04.2021 - Current
- Helped plan and coordinate research study protocol and establishing operating policies and procedures
- Assisted in planning, implementing, and maintaining data collection and analysis systems
- Acted as the primary administrative point of contact for internal research staff and as the principle operational liaison for other research organizations, funding agencies and regulating bodies
- Worked with a diverse population and upheld comfort and confidentiality for each participant.
Certified Nursing Assistant
LCB Assisted Living Home
01.2021 - 03.2021
- Served patients meals, assisted with ambulating, turning, and positioning patients, and provided fresh water and snacks in between meals
- Provided companionship to patients, listened to their concerns, and responded to patients’ call lights and requests to ensure their mental and physical needs were met
- Communicated regularly with nursing supervisor about patient status and reported any changes or concerns
- Adhered to professional standards, hospital policies/procedures, and federal, state, and local requirements.
Customer Service Representative
Shaw’s Supermarket
07.2013 - 11.2020
- Scanned and bagged customers’ groceries
- Processed cash, credit, check, and debit payments
- Answered customers’ questions, concerns, and phone calls.
Education
Associate Degree in Health Science -
North Shore Community College
Danvers, MA02.2024
Research Enrollment Coordinator Training Graduate -
Jewish Vocational Service
Boston, MA04.2021
Medical Interpretation Certificate -
University of Massachusetts Boston
Boston, MA07.2013
Skills
- Proficient with Epic
- Salesforce
- Health Pro
- PMT
- ConsTrack
- Microsoft Word
- Excel
- PowerPoint
- Speaks Arabic
- Aramaic
- English
Timeline
Lead Retention Specialist
Mass General Hospital, All of Us Research Program
04.2023 - Current
Research Development Coordinator
Mass General Hospital
04.2021 - Current
Certified Nursing Assistant
LCB Assisted Living Home
01.2021 - 03.2021
Customer Service Representative
Shaw’s Supermarket
07.2013 - 11.2020
Associate Degree in Health Science -
North Shore Community College
Research Enrollment Coordinator Training Graduate -
Jewish Vocational Service
Medical Interpretation Certificate -
University of Massachusetts Boston
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