Michelle Ferguson-Worrell
Brooklyn,NY
Summary
Helpful Telephone Operator adept at providing detailed and correct information to inquiring customers. Skilled in front desk management and call routing. Displays poised and eloquent demeanor to convey positive company image.
Overview
21
21
years of professional experience
Work History
Telecommunications Operator
One Brooklyn Health
12.2022 - Current
- Managed high call volume while maintaining professionalism and composure during periods of peak demand.
- Connected callers with appropriate professional, department, or business.
- Implemented process improvements that led to increased workflow efficiency within the telecommunications department.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Maintained up-to-date knowledge of emergency call procedures.
- Ensured compliance with regulatory requirements related to telecommunications systems operations and security measures while maintaining a safe working environment.
- Enhanced customer satisfaction by efficiently addressing and resolving technical issues in a timely manner.
- Attended safety training meetings to learn procedures for handling medical and fire emergency calls.
- Operated digital paging system to notify recipients of incoming calls.
Medical Assistant
Fulton Medical Plaza P.C.
12.2003 - 12.2022
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Performed medical records management, including filing, organizing and scanning documents.
- Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
- Maintained a safe and clean clinical environment by adhering to infection control guidelines and disposing of biohazardous waste properly.
- Facilitated seamless patient care with thorough and accurate documentation of medical histories, vital signs, and medications.
- Ensured patient safety and comfort during examinations, effectively addressing concerns and answering questions.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Boosted patient satisfaction by providing compassionate care and promptly addressing needs during visits.
- Performed phlebotomy tasks efficiently while ensuring minimal discomfort for patients during blood collection procedures.
- Improved patient experiences by efficiently managing appointments and maintaining organized medical records.
- Coordinated patient referrals to specialists or other healthcare providers as needed for comprehensive care management plans.
- Contributed to clean and safe clinic environment by adhering to sanitation protocols.
- Enhanced clinic efficiency by assisting physicians with routine procedures and diagnostic tests.
- Maintained strict adherence to infection control protocols by following proper sterilization techniques for medical equipment.
- Contributed to positive health outcomes by educating patients on preventative measures, treatment plans, and follow-up care instructions.
- Reduced wait times by swiftly processing insurance claims, verifying coverage, and obtaining pre-authorizations when necessary.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Optimized appointment scheduling processes to minimize conflicts and maximize physician availability for patients.
- Aided in accurate diagnoses by performing laboratory tests and preparing specimens for analysis.
- Streamlined office operations by managing inventory levels, ordering supplies, and organizing storage areas.
- Assisted in the development of clinic policies and procedures to ensure compliance with industry standards and regulations.
- Provided support during emergencies by administering first aid treatments under physician supervision until further assistance arrived.
- Collaborated with interdisciplinary healthcare teams to provide coordinated care.
- Empowered patients through education on self-management techniques for chronic conditions.
- Enhanced team communication by organizing regular staff meetings and sharing updates on patient care protocols.
- Assisted in minor surgical procedures, ensuring sterile environment and patient comfort.
- Increased efficiency in office by implementing digital filing system for patient records.
- Collaborated with healthcare professionals to develop care plans tailored to individual patient needs.
- Administered medications and injections as prescribed, adhering strictly to protocols for patient safety.
- Implemented patient education program on preventative care, enhancing community health awareness.
- Contributed to reduction in patient readmission rates by providing thorough discharge instructions and follow-up care recommendations.
Education
GED -
High School Diploma
New York02.2002
Phlebotomist/ EKG Technician - Medical Asdistant
Drake Business School
Bronx,New York08.2000
Skills
- Professional communication
- System monitoring
- Incident reporting
- Call routing
- Search directories
- Documenting activities
Timeline
Telecommunications Operator
One Brooklyn Health
12.2022 - Current
Medical Assistant
Fulton Medical Plaza P.C.
12.2003 - 12.2022
GED -
High School Diploma
Phlebotomist/ EKG Technician - Medical Asdistant
Drake Business School
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