Mi'Kele Cross
Orlando,FL
Summary
Dedicated professional with 10+ years of experience in Customer Care. As an Clinical Medical Assistant and soon to be EKG Technician I excelled in crisis intervention and medication administration, showcasing strong patient care excellence and first aid skills. Reduced call response times by effectively resolving issues, demonstrating exceptional problem-solving and empathy.
Overview
8
8
years of professional experience
Work History
Direct Support Professional
Loving Praying Hands
Kissimmee, FL
09.2022 - Current
- Maintained clean, safe, and well-organized patient environment.
- Documented progress notes thoroughly to track client achievements, concerns, or changes in behavior patterns that may need attention from the interdisciplinary team.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assisted with crisis intervention to de-escalate challenging behavior and maintain peaceful encounters.
- Monitored medication administration, maintaining accurate records to ensure client safety and compliance with prescribed treatment plans.
Healthcare Benefit Specialist
Continuum Global Solutions
03.2021 - 04.2024
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
- Reduced average call response time by effectively triaging customer concerns and promptly resolving issues.
- Liaised between patients, healthcare providers, insurers, pharmacists, creating a seamless experience for all parties involved in the prescription process.
- Assisted in reducing medication errors through diligent review of drug interactions and dosage requirements.
Customer Service Representative
24/7 Intouch
Orlando, FL
01.2017 - 11.2022
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
Clinical Medical Assistant + EKG Tech -
Valencia College
Orlando, FLDiploma -
Brunswick High School
Brunswick, GASkills
- First aid and safety
- Client documentation
- Vital signs monitoring
- Sterilization techniques
- Infection control protocols
- Healthcare ethics
- Patient care excellence
Timeline
Direct Support Professional
Loving Praying Hands
09.2022 - Current
Healthcare Benefit Specialist
Continuum Global Solutions
03.2021 - 04.2024
Customer Service Representative
24/7 Intouch
01.2017 - 11.2022
Clinical Medical Assistant + EKG Tech -
Valencia College
Diploma -
Brunswick High School