Summary

Overview

Work History

Education

Skills

Certification

Timeline

Michelle Doody-Dickinson

Summary

Professional with experience in healthcare support, skilled in managing patient interactions and administrative tasks. Known for strong collaboration with teams, adapting to changing needs, and consistently achieving results. Proficient in patient communication, and problem-solving, with focus on delivering quality service and ensuring patient satisfaction. Reliable and flexible, contributing effectively to team goals and patient care excellence.

Healthcare professional with wealth of experience in patient service roles, ready to contribute to dynamic team. Known for effective communication and seamless handling of patient inquiries and administrative duties. Colleagues and patients alike rely on collaborative nature and adaptability to meet diverse needs.

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.

Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes and supporting team objectives.

Overview

years of professional experience

Certification

Work History

Patient Service Representative

New England Life Care

09.2020 - Current

1 of 4 team mates that was specially formed to serve the TPN patients from four pharmacy sites that NELC serves.
As a TPN PSR I will call and coordinate the TPN patients to get their orders and supply needs for the week.
During the weekly calls with the patients, I will do a health assessment with the patient, and pass on any concerns that they may have to the pharmacists and or dieticians
Provided exceptional customer service to enhance patient satisfaction and engagement.
Managed patient inquiries through phone communication effectively.
Maintained accurate patient records in electronic health record systems.
Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
Recorded any and all patient conversations, and maintained patient records in accordance with HIPAA regulations.
Provided exceptional customer service to patients, answering questions and addressing concerns.
Handled customer service inquiries via telephone.
Built and maintained positive working relationships with patients and staff.
Actively participated in team meetings focused on improving workflows and enhancing overall practice performance.
Applied administrative knowledge and courtesy to explain deliveries and services to patients.
Stayed calm under pressure to and successfully dealt with difficult situations.
Provided excellent customer service to patients and medical staff.
Facilitated communication between patients and various departments and staff.

Quality Managment Pre-Visit Planning Specialist

Katahdin Valley Health Center

07.2024 - 03.2025

Assisted in data collection and analysis to support patients that were scheduled for appointments within doctors schedules for same day or next day appointments.
Coordinated scheduling and logistics for patient data that would be needed for appointments.
Supported cross-functional teams by providing relevant planning documentation.
Maintained project timelines and updated status reports for management review.
Collaborated with team members to streamline planning processes and improve efficiency.
Analyzed historical data trends to provide well-informed recommendations on future growth opportunities and potential risks.
Pre-visit planning benefits by reducing costs, improving quality to address potential care gaps, improving efficiency, and enhancing patient experiences.
Pre-visit planning is done by reviewing medical history, ordering testes, scheduling follow up appointments, gathering necessary paperwork, communicating with patients and doctors to ensure all patient care is followed up at their appointment.
Pre-visit planning is a valuable tool that is used to improve the efficiency, effectiveness, and patient experience of healthcare appointments. By carefully preparing for each visit, healthcare providers can ensure that patients receive the best possible care in a timely and efficient manner.

Registered Medical Assistant

Pines Health Services

01.2011 - 09.2020

Administered patient assessments to gather vital health information and ensure accurate medical records.
Assisted healthcare providers in clinical procedures, enhancing patient care and workflow efficiency.
Coordinated appointment scheduling and follow-up communications, optimizing patient flow and resource management.
Educated patients on treatment plans, medications, and preventive care, improving overall health literacy.
Trained new staff on office protocols and best practices, fostering a collaborative team environment.
Monitored inventory levels of medical supplies, ensuring availability for uninterrupted patient care services.
Sanitized, restocked, and organized exam rooms and medical equipment.
Maintained strict confidentiality while handling sensitive patient information in accordance with HIPAA guidelines.
Conducted quality control checks on laboratory specimens, maintaining accuracy in diagnostic testing processes.
Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
Completed thorough chart reviews to ensure proper documentation of all pertinent medical information.
Called and faxed pharmacies to submit prescriptions and refills.
Prepared and administered medications to alleviate patient symptoms.
Prepared examination rooms with necessary tools and instruments prior to each appointment, enabling smooth transitions between patients.
Assisted physicians with various medical procedures, ensuring accurate results and timely treatment.
Contributed to successful health outcomes by effectively communicating between patients and providers about treatments, medications, or follow-up instructions.
Taught patients about medications, procedures, and care plan instructions.
Collected and documented patient medical information such as blood pressure and weight.
Improved patient experience by promptly greeting, preparing, and escorting individuals through their visits.
Supported diagnostic processes with proficient collection of specimen samples for laboratory testing purposes.
Performed essential administrative tasks such as scheduling appointments, updating records, and coordinating referrals.
Collaborated with the healthcare team to create personalized care plans for patients.
Enhanced patient care by efficiently performing routine tests and measurements.
Increased efficiency in the workplace by organizing and maintaining a clean and functional work environment.
Aided in the prevention of illnesses by administering vaccinations according to established protocols.
Strengthened patient-provider relationships through compassionate communication and attentive listening skills.
Provided comprehensive support for patients during their appointments, addressing concerns and answering questions.
Reduced wait times for patients by swiftly triaging incoming cases based on urgency or severity of symptoms.
Managed inventory of medical supplies and equipment to maintain optimal clinic operations.
Assisted with routine checks and diagnostic testing by collecting and processing specimens.
Enhanced patient outcomes by providing knowledgeable education on procedures, medications, and other physician instructions.
Promoted office efficiency, coordinating charts, completing insurance forms, and helping patients with diverse needs.
Continuously improved professional knowledge through attendance at workshops, seminars, or conferences related to the field of medical assisting.
Obtained client medical history, medication information, symptoms, and allergies.
Performed medical records management, including filing, organizing and scanning documents.
Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
Obtained and documented patient medical history, vital signs and current complaints at intake.
Completed EKGs and other tests based on patient presentation in office.
Answered telephone calls to offer office information, answer questions, and direct calls to staff.
Oriented and trained new staff on proper procedures and policies.
Prepared lab specimens for diagnostic evaluation.
Measured patient pulse oximetry.
Explained procedures to patients to reduce anxieties and increase patient cooperation.
Collected pertinent data and calculations to aid physician in interpreting results.
Conducted monthly and quarterly inventory of supplies using facility cost reporting records.
Updated inventory, expiration and vaccine logs to maintain current tracking documentation.
Helped improve patient outcomes by educating and advising on relevant treatments and care.
Collaborated with medical and administrative personnel to maintain patient-focused, engaging, and compassionate environment.
Liaised with patients and addressed inquiries, appointment requests and billing questions.
Supported duties for diagnostic and technical treatment procedures, such as setting up and operating special medical equipment and apparatus.
Measured patient spirometry.
Followed appropriate procedures to minimize patient's exposure to radiati also was the nurse for the Medical Director of Pines Health Center. As her personal nurse, I would help her with the board of director meeting prep work. I would gather and prep the gifts for the board members that they were presented at the end of each of their meetings. I would also coordinate the coffee, tea, water, light finger foods for before the meeting, the main meal, and also the desserts. I would also prep all of the minutes and agenda booklets that they would need for each meeting.

Walmart Stocker/Backroom Supervisor

Walmart

07.2005 - 01.2011

Organized inventory and stock levels to ensure efficient product availability.
Implemented safety procedures to maintain a secure work environment.
Collaborated with team members to streamline stocking processes and improve workflow.
Monitored product expiration dates and rotated stock to minimize waste.
Enhanced shelf displays to maximize product visibility and customer engagement.
Addressed customer inquiries regarding product location and availability efficiently.
Unloaded, sorted and stocked merchandise according to store layout and product placement.
Answered customer questions and provided detailed product information.
Performed inventory control, such as counting, and stocking merchandise.
Greeted customers and directed to requested products.
Enhanced inventory accuracy by diligently organizing and maintaining stockroom shelves.
Collaborated with team members to complete stocking tasks during peak business hours, maintaining a well-stocked sales floor.
Improved customer satisfaction by promptly locating items and providing product information.
Assisted in conducting accurate physical inventory counts, resulting in improved stock management.
Reduced out-of-stock situations with regular monitoring of product levels on sales floor.
Completed end-of-day tasks such as returning misplaced items to their correct locations, contributing to an organized sales floor for the next day''s business.
Maintained strong communication with supervisors regarding stock levels, upcoming promotions, and potential display changes.
Streamlined restocking processes by consolidating backstock and removing damaged or expired items.
Optimized workspace organization within the stockroom, making it easier for colleagues to locate items quickly.
Demonstrated flexibility in adapting to different store sections as needed, supporting a cohesive stocking team environment across departments.
Facilitated smoother store openings by stocking necessary products before each shift.
Stocked designated items on shelves, end caps and displays.
Kept aisles clear and clean while restocking to prevent accidents and enable others to easily pass by.
Transported merchandise to sales floor and replenished out-of-stock and low-stock items.
Maintained tidy and clean work areas to promote optimal productivity and safety standards.
Kept work areas neat, clean and free from debris.
Stocked shelves to match planogram images and instructions.
Interacted with guests in friendly and knowledgeable way.
Labeled products, rotated stock and fronted merchandise for appealing display.
Moved cardboard, plastic ties, and other debris from unboxing to trash.
Greeted store customers and discussed needs.
Updated pricing by changing labels and signage for short-term promotions and final clearances.
Managed timely and effective replacement of damaged or missing products.
Pulled merchandise from inventory storage and documented quantities to maintain accuracy.
Followed orders precisely for correct items, sizes and quantities.
Moved merchandise using forklifts, pallet jacks and hand trucks.
Operated equipment such as pallet jacks and hand trucks to move heavy boxes.
Kept warehouse areas free of debris and safe for employees with proper storage and maintenance of machinery, tools and supplies.
Labeled boxes, crates and containers with accurate order information, destinations and codes to minimize shipping errors.
Transported merchandise pallets to move in warehouse.
Moved pallets to and from trucks and around warehouse with pallet jacks to stay on top of demanding schedules.
Disposed of damaged or defective items or coordinated returns to vendors for covered items.
Marked stock with identification tags and labels to outline information such as storage locations.
Updated merchandise pricing to match new values and special promotional rates.
Stocked warehouse efficiently by comparing item numbers with storage locations.
Created and enforced detailed organization processes to increase quality and service standards.
Safely and securely loaded items to prevent damage during transport.
Filled shortages in available goods by requisitioning merchandise from suppliers based on space, demand and current pricing.
Promoted warehouse safety by reporting or resolving safety hazards and observing OSHA guidelines.
Oversaw warehouse staff and maintained efficiency in fast-paced environment.
Supervised backroom operations, ensuring efficient inventory management and stock organization.
Coordinated with team members to maintain optimal stock levels and minimize discrepancies.
Analyzed inventory data to identify trends and inform purchasing decisions for better stock control.
Managed daily shipment unloading and processing, expediting the flow of merchandise to the sales floor.
Adhered to safety regulations and practiced safe work habits.
Followed proper procedures for item receipt, storage and inventory control.
Assisted with merchandise stocking and replenishment in backroom and on sales floor.

Daycare Owner/Operator

Little Footsteps Daycare

09.2003 - 08.2004

Self employed State of Maine licensed daycare provider.
CPR and first aid certified.
Managed daily operations, ensuring compliance with the State of Maine safety regulations and licensing requirements.
Developed and implemented educational programs fostering child development and social skills.
Trained and supervised staff, promoting a collaborative and supportive work environment.
Established strong relationships with parents, addressing concerns to enhance customer satisfaction.
Oversaw curriculum development, aligning activities with developmental milestones and learning objectives.
Maintained budgets, optimizing resource allocation for maximum operational efficiency.
Organized fun-filled events and activities for children that promoted learning in an engaging manner.
Optimized facility space usage by designing creative layouts that maximized play areas while ensuring safety standards were met or exceeded.
Promoted healthy eating habits among students by overseeing menu planning and meal preparation according to nutritional guidelines set forth by experts in the field of early childhood nutrition.
Developed age-appropriate curriculum plans focused on cognitive, social, emotional, and physical development.
Upheld high standards of cleanliness and hygiene, reducing spread of illness and ensuring healthy setting for children and staff.
Resolved conflicts among children with empathy and effective problem-solving techniques.
Managed daily operations, ensuring clean and organized environment conducive to learning and play.
Enhanced child safety and well-being by implementing comprehensive health and safety protocols.
Stayed current on guidelines to maintain compliant program operations.
Oversaw safety requirements, inspection, and certification procedures to facilitate annual licensing review.
Attended professional meetings and conferences to maintain and improve professional competence.
Maintained high-quality child care standards based on developmentally appropriate practices.
Maintained compliance with all state regulations and standards for child care facilities, ensuring safe and legal operation.
Monitored physical and emotional health of children, taking appropriate action when concerns arose.
Implemented feedback system for parents to voice concerns and suggestions, enhancing service quality based on their input.
Streamlined administrative processes for enrollment and record-keeping, reducing paperwork and increasing efficiency.
Organized special events and activities that enriched educational experience for children.
Maintained accurate accounting of tuition and operating reports.
Increased positive feedback from parents through timely progress reports that detailed each child''s developmental milestones achieved at the center.
Maintained compliance with state licensing requirements through regular inspections, documentation updates, and policy reviews.
Ensured a safe and nurturing environment for children through regular maintenance, staff training, and adherence to safety protocols.
Managed financial aspects of the daycare business, including budgeting, expense tracking, and revenue generation.
Enhanced parent satisfaction by maintaining open communication channels and addressing concerns promptly.
Conducted regular assessments of staff performance, implementing training programs to enhance service quality.

Pediatric Nurse

Pines Health Services

06.1992 - 09.1994

Administered medications and treatments in accordance with pediatric care protocols.
Monitored patients' vital signs, assessing for changes and reporting to healthcare team.
Educated families on pediatric health management and post-discharge care plans.
Collaborated with multidisciplinary teams to develop tailored care plans for patients.
Streamlined patient intake processes, improving operational efficiency within the office.
Conducted training sessions on best practices in pediatric nursing for nursing staff.
Documented pediatric patient care to maintain accurate and complete medical records.
Helped young patients feel comfortable with procedures and immunizations.
Provided emotional support to patients and families to enhance patient experience and promote healing.
Administered medications safely, adhering to strict protocols while monitoring for potential side effects or interactions.
Administered immunizations and other preventative care measures to promote health and prevent disease.
Educated patients and families on health topics, medications and treatments to increase understanding and improve health outcomes.
Cultivated rapport with patients and caregivers, utilizing proactive communication with parents and children.
Improved patient satisfaction by providing compassionate, family-centered care and addressing concerns promptly.
Collaborated with multidisciplinary teams to provide optimal patient care.
Coordinated referrals to specialty services when necessary, streamlining access to appropriate care for patients with complex needs.
Reduced readmission rates through thorough discharge planning and follow-up care coordination.
Administered medications and treatments to pediatric patients to manage symptoms and promote healing.
Interacted with child welfare personnel and social workers in cases involving concerns about overall well-being.
Educated social workers and child welfare personnel on complex health issues, providing valuable insight into pediatric patients' conditions.
Educated family members and caregivers on patient care instructions.
Recorded details regarding therapies to keep patient charts updated.
Promoted patient and family comfort during challenging recoveries to enhance healing and eliminate non-compliance problems.
Evaluated patient histories, complaints, and current symptoms.
Followed all personal and health data procedures to effectively comply with HIPAA laws and prevent information breaches.
Explained course of care and medication side effects to patients and caregivers in easy-to-understand terms.
Performed triage on incoming patients and determined severity of injuries and illnesses.
Led teams in driving successful patient outcomes by prioritizing standard of care and best practices.
Equipped patients with tools and knowledge needed for speedy and sustained recovery.

Hospital Pharmacy Technician

Cary Medical Center

06.1992 - 09.1994

Dispensed medications accurately, ensuring compliance with pharmacy protocols and regulations.
Managed inventory levels, conducting regular audits to minimize shortages and overstock situations.
Assisted pharmacists in preparing prescriptions, verifying patient information for accuracy and safety.
Implemented process improvements, streamlining medication distribution workflow to reduce wait times.
Collaborated with healthcare professionals to resolve prescription-related issues, promoting optimal patient care.
Maintained detailed records of medication dispensation, ensuring adherence to regulatory requirements and standards.
Answered incoming phone calls and addressed questions from healthcare providers and nurses.
Stocked, labeled, and inventoried medication to keep accurate records.
Enhanced pharmacy workflow by assisting pharmacists with medication dispensing, labeling, and packaging.
Calculated dosage, filled prescriptions, and prepared prescription labels with absolute accuracy.
Promoted patient confidentiality by adhering to HIPAA regulations when handling personal information during transactions.
Counted and labeled prescriptions with correct item and quantity.
Assisted in maintaining a clean and organized work environment, ensuring compliance with safety regulations.
Increased overall pharmacy productivity by restocking supplies, organizing shelves, and maintaining cleanliness according to standards.
Performed wide range of pharmacy operations with strong commitment to accuracy, efficiency and service quality.
Provided exceptional customer service, fostering positive relationships with the physicians and the nurses on the floors.
Improved patient satisfaction by efficiently processing prescriptions and managing inventory in a timely manner.
Entered and processed patients' prescriptions into internal system.
Performed various pharmacy operational activities with strong commitment to accuracy, efficiency, and service quality.
Maximized pharmacy efficiency through effective communication with staff members and adherence to procedures.
Reduced medication errors by diligently cross-checking medications against patients'' profiles before dispensing.
Counted, measured, and compounded medications following standard procedures.
Maintained proper drug storage procedures, registries, and records for controlled drugs.
Supported inventory management initiatives through accurate record-keeping of received shipments and expired medications for disposal purposes.
Ensured patient safety by strictly following drug storage guidelines, including proper temperature and light exposure control.
Restocked pharmacy shelves with current merchandise to drive consistent peripheral sales.
Proactively identified potential issues or discrepancies in medication orders, collaborating closely with pharmacists to resolve them quickly.
Optimized workflow efficiency through participation in regular team meetings discussing areas for improvement within the department.
Aided pharmacists in preparing sterile compounding products for IV administration using aseptic techniques.
Managed medication inventory, ensuring availability of all necessary drugs.
Collaborated with healthcare professionals to clarify prescription details, ensuring accuracy.
Engaged in continuous learning to stay updated on pharmaceutical practices and products.
Maintained clean and organized work environment, adhering to health and safety standards.
Assisted pharmacists in preparing and dispensing medications to ensure patient safety.
Managed opening and closing duties for pharmacy.
I was also trained in IV preparation and chemotherapy certified.

Education

Associate of Arts - Liberal Arts And Sciences

Northern Maine Community College

Presque Isle, ME

12-2010

Skills

Customer service
HIPAA compliance
Insurance verification
Insurance verifying
Appointment scheduling
Patient confidentiality
Patient intake
Scheduling appointments
Medical terminology
Patient greeting
Eligibility determination
Medical insurance
Office administration
Data entry proficiency
Document filing
Conflict resolution
Reception management
Patient education
Sterilization procedures
Directing callers
Interpreting physician orders
Verbal and written communication
Electronic health records
Phone etiquette
Healthcare industry
Data protection
Workflow optimization
Patient follow-up
Appointment confirmation
Patient admitting
Patient interviewing skills
Routing lab results
Recording histories
Typing [number] wpm
Clinical data entry
Telehealth support

Patient feedback collection
Appointment reminders
Phone and email etiquette
Problem-solving
Multitasking and organization
Patient registration
Call screening
Patient check-in
Registration and admissions
Pre-admission requests
Team collaboration
Work quality evaluation
Information collection
Registration management
EMR
Quality assurance
Training coordination
Post-discharge care coordination
Regulatory compliance
Referral coordination
Process improvement
Scheduling diagnostic procedures
Team leadership
Friendly and outgoing
Customer follow-up
Data entry
Policy understanding
Intake assessment
Records maintenance
Admitting coordination
Complaint processing
Patient identity verification
Attention to detail
Registration and scheduling
Punctual and hardworking

Certification

RMA (February 2018 to September 2024)
RMA (January 2010 to March 2021)
CPR Certification

(I also have been certified as a CPR instructor)

Pharmacy Technician License
AED Certification

Timeline

Quality Managment Pre-Visit Planning Specialist

Katahdin Valley Health Center

07.2024 - 03.2025

Patient Service Representative

New England Life Care

09.2020 - Current

Registered Medical Assistant

Pines Health Services

01.2011 - 09.2020

Walmart Stocker/Backroom Supervisor

Walmart

07.2005 - 01.2011

Daycare Owner/Operator

Little Footsteps Daycare

09.2003 - 08.2004

Pediatric Nurse

Pines Health Services

06.1992 - 09.1994

Hospital Pharmacy Technician

Cary Medical Center

06.1992 - 09.1994

Associate of Arts - Liberal Arts And Sciences

Northern Maine Community College

Michelle Doody-Dickinson

Summary

Overview

Work History

Patient Service Representative

Quality Managment Pre-Visit Planning Specialist

Registered Medical Assistant

Walmart Stocker/Backroom Supervisor

Daycare Owner/Operator

Pediatric Nurse

Hospital Pharmacy Technician

Education

Associate of Arts - Liberal Arts And Sciences

Skills

Certification

Timeline

Quality Managment Pre-Visit Planning Specialist

Patient Service Representative

Registered Medical Assistant

Walmart Stocker/Backroom Supervisor

Daycare Owner/Operator

Pediatric Nurse

Hospital Pharmacy Technician

Associate of Arts - Liberal Arts And Sciences

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