Mekhayla Holbrook
Washington,USA
Summary
Results-driven healthcare and administrative professional with expertise in patient coordination, medical office operations, and high-volume client service environments. Proven ability to optimize workflows, manage sensitive data in compliance with HIPAA, and improve patient satisfaction scores through proactive problem-solving. Adept at cross-department collaboration and leveraging technology to enhance service delivery. Ready to contribute in a senior administrative or medical office leadership capacity.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Patient Care Representative
BridgePoint Hospital
Washington, DC
03.2025 - Current
- Streamlined patient scheduling for 100+ weekly appointments, reducing wait times by 18% through optimized calendar management.
- Delivered accurate guidance on healthcare services and insurance coverage, resulting in a 20% decrease in repeat patient inquiries.
- Acted as liaison between patients and clinical teams, ensuring 100% follow-up on critical care communications.
- Maintained precise patient data using Epic EHR, supporting accurate billing and compliance with HIPAA regulations.
Customer Service Representative
Dog Tag Bakery
Washington, DC
11.2023 - 01.2025
- Handled an average of 75+ inbound calls per day, resolving customer needs within service-level agreements.
- Utilized Salesforce CRM to track interactions, enabling trend reporting that improved call resolution time by 15%.
- Consistently ranked in top 10% of staff for service metrics, including handle time and customer satisfaction ratings.
- Strengthened client loyalty by resolving escalations in one interaction 95% of the time.
Teacher’s Assistant
Charlotte Mecklenburg School System
Charlotte NC
03.2022 - 06.2023
- Managed daily scheduling, attendance tracking, and classroom documentation for classes of 20–30 students.
- Delivered lesson plans and materials prepared by head teachers, ensuring continuity of instruction across multiple subjects.
- Maintained accurate student performance records and submitted reports in accordance with school compliance standards.
- Coordinated resources and maintained equipment and materials, adhering to district policies.
- Adapted communication style to meet the needs of diverse learning abilities, improving engagement rates in substitute-led sessions.
Administrative Assistant
Williams Therapy Service
Charlotte, NC
12.2021 - 03.2022
- Coordinated therapy session schedules for 4 therapists, increasing appointment capacity by 12% through efficient calendar management.
- Processed invoices and payments with zero billing errors, supporting revenue cycle accuracy.
- Digitized and organized 100+ client files, cutting document retrieval time from minutes to seconds.
- Operated a multi-line phone system, routing calls to appropriate staff and maintaining professional front-desk operations.
Education
High School Diploma - undefined
North Mecklenburg High School
Skills
- Certified nursing assistant (CNA) and CPR certification
- Healthcare software: Epic, Cerner, Meditech, Allscripts EHR
- Microsoft Office Suite and Google Workspace proficiency
- CRM and scheduling tools: Salesforce, Athenahealth, NextGen, eClinicalWorks
- Multi-line phone systems and document management expertise
Certification
- CNA - Certified Nurse Assistant
Timeline
Patient Care Representative
BridgePoint Hospital
03.2025 - Current
Customer Service Representative
Dog Tag Bakery
11.2023 - 01.2025
Teacher’s Assistant
Charlotte Mecklenburg School System
03.2022 - 06.2023
Administrative Assistant
Williams Therapy Service
12.2021 - 03.2022
High School Diploma - undefined
North Mecklenburg High School