MICHEL'LE BROWN
Pawtucket,RI
Summary
Detail oriented Client Service Representative with 4+ years of experience supporting healthcare providers and patients in clinical laboratory operations. Proficient in managing high-volume calls, processing lab orders, and assisting healthcare providers with test results and documentation. Strong understanding of medical terminology and commitment to accuracy, confidentiality and exceptional service.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Behavioral Health Attendant
Brown University Health
Providence, RI
04.2026 - Current
- Receives report on assigned patient before assuming responsibility of observations.
- Conduct continuous or intermittent patient observation as assigned.
- Reports changes in patient condition to nursing or clinical staff promptly.
- Monitor and document patient behavior, mood, and activity in accordance with established protocols.
- Maintain patient focus at all times, free from distractions.
- Assists patients with daily activities such as hygiene, meals, and mobility, as needed based upon report and direction received by registered nurse.
- Actively engages with assigned patient(s) throughout shift in a compassionate and respectful manner while providing interaction and recreational activities in accordance with training provided.
- De-escalate situations using approved verbal intervention techniques to promote patient and staff safety.
- Obtains initial certification and annual re-certification in system/facility approved de-escalation and restraint course with no restrictions for those working in behavioral health and emergency departments, BLS, and training in safe patient handling.
- Attends staff development, supervision, and staff meetings as assigned.
- Ensure the care area is free of hazards and complies with safety guidelines, and assist with the maintenance of clean and orderly patient care spaces.
- Observes patient rights.
- Maintains confidentiality of patient information.
- Maintains patient privacy.
- Follows hospital policy and procedures regarding patient and staff safety practices.
- Performs other duties as assigned.
Client Service Representative
East Side Clinical Laboratory
East Providence, RI
02.2022 - 04.2026
- Carries out assigned client service work, which includes but not limited to maintaining excellent interpersonal skills, reporting of patient data, reports of patient results to physicians and nursing homes, and coordinating departmental activities under the direction of the supervisor, when necessary.
- Under the direction of the Supervisor, Client Services is responsible for receiving all incoming calls and directing them to the appropriate individuals or departments.
- Assists in maintaining accurate records and patient documentation on a timely basis.
- Verify correct patient information and branch comments.
- Handled complaints, provided appropriate solutions and alternatives within appropriate time frames and followed up to achieve resolution.
- Conducts themselves in confidential manor in accordance with HIPPA mandates.
- Prepares, sorts patients requisitions, identifies and interprets data to be entered in the information system.
- Enter accurately data for each patient relevant to the type pf testing performed.
Call Center Representative
Santander Bank
East Providence, RI
07.2021 - 02.2022
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Compiled status and performance reports for team leaders to address company strengths and weaknesses.
- Accurately responds and educates customers on inbound service and sales inquiries.
- Keeps informed of changes in bank products, services and procedures.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
Certified Teacher Assistant
Children's Friend
Providence, RI
01.2011 - 06.2021
- Assisted teachers with classroom management and document coordination to maintain positive learning environment.
- Delivered personalized educational, behavioral and emotional support to individual students to enable positive learning outcomes.
- Assisted in maintaining engaging and respectful educational environment by promoting discipline and cooperation.
- Participated in lesson planning and curriculum implementation to promote quicker rollout and delivery.
- Responsible for implementation of DCYF childcare, Head Start regulations, and Pre-K regulations.
- Works together with Support Team and Mentor-Coaching team to implement strategies that support the academic, behavioral, and social emotional needs of individual children.
Education
High School Diploma - undefined
Hope High School
Providence, RI06.2008
Skills
- Client Support
- Data Entry
- Service Initiative Support
- Proficient in Software
- Time Management
- Call Center Experience
Certification
ADULT, CHILD AND BABY FIRST-AID/CPR/AED CERTIFIED TRAINING
Timeline
Behavioral Health Attendant
Brown University Health
04.2026 - Current
Client Service Representative
East Side Clinical Laboratory
02.2022 - 04.2026
Call Center Representative
Santander Bank
07.2021 - 02.2022
Certified Teacher Assistant
Children's Friend
01.2011 - 06.2021
High School Diploma - undefined
Hope High School