Mitoia Sanders
Inkster,US
Summary
Patient-focused Certified Nursing Assistant with demonstrated experience providing compassionate and comprehensive care. Skilled in monitoring vital signs, performing wound care and assisting with daily living activities. Ready to demonstrate my abilities to provide emotional support to patients and families. Organized, dependable and successful at managing multiple priorities with a positive attitude.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer Service Representative
Centene Company
05.2022 - Current
- Evaluate at-risk members and prevent or resolve medication therapy problems from occurring
- Managed high call volumes; over 130 calls per day, while providing exceptional customer support and maintaining professional composure.
- Working with Pharmacist ensuring member satisfaction
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Provided ongoing coaching to team members, fostering a culture of continuous improvement and growth.
- Enhanced customer satisfaction by providing exceptional training to customer service representatives.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Met customer call guidelines for service levels, handle time and productivity.
- Responded proactively and positively to rapid change.
- Enhanced customer satisfaction by providing exceptional training to customer service representatives.
Certified Nurse Aide
Regency at Bluffs Park
02.2023 - 11.2023
- Monitoring and reporting any behavior, health, or vital statistic changes
- Monitored and assisted 10-12 residents per shift
- Assisting patients with personal and oral hygiene
- Taking and reporting vital statistics.
- Prevented complications by closely monitoring patients at risk for falls or pressure injuries.
- Maintained clean and organized living spaces for patients to promote a healthy environment.
- Improved patient comfort by providing compassionate and attentive care.
- Evaluated patients to identify and address wounds, behavioral concerns, and medically relevant symptoms.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
- Facilitated efficient communication between healthcare professionals during shift handoffs by providing accurate updates on patient status.
- Completed thorough documentation of patient information in electronic health records.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Served as a mentor to new employees joining the team, sharing expertise on effective teaching strategies within nurse aide education settings.
Unemployment Insurance Agent
State of Michigan
06.2021 - 05.2022
- Served as a claimant services representative
- Assisted 40-60 claimants with their unemployment claims daily
- Processed claims and assisted with work search, via chat or inbound calls
- Responsible for detecting fraud and decoding claims and cases.
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- Assisted clients in navigating the claims process, ensuring timely resolution of issues and optimal outcomes.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Resolved caller issues quickly and thoroughly.
- Maintained comprehensive product and service knowledge for accurate, informative customer advice.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
Medical Receptionist
IHA WestArbor Pediatrics
01.2021 - 06.2021
- Served as first contact for external patients in office and via phone
- Liaison between patients and medical staff
- Verified patient insurance and collecting co-payments
- Updated patient records and entering new patient information.
- Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
- Conducted patient intake interviews, recording and documenting relevant information.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
- Maintained current and accurate medical records for patients.
- Answered phone calls and messages for six Pediatric Physicians in a medical facility, scheduling appointments, and handling patient inquiries.
Caregiver
Visiting Angels Ann Arbor
01.2020 - 06.2021
- Assists residents with activities of daily living, including bathing, dressing, grooming, toileting, transferring and getting to and from activities and meals.
- Assisted patients with bathing, grooming, dressing, and oral hygiene care both in private residences and facilities.
- Assisted patients with self-administered medications.
- Built strong relationships with clients to deliver emotional support and companionship.
- Prioritized patient dignity, privacy, and autonomy during all aspects of care provision.
- Guided patients to restroom to support bladder and bowel relief requirements.
- Implemented fall prevention strategies within the home environment by identifying hazards or obstacles that posed risk to patient safety.
- Coordinated closely with family members regarding updates on patient conditions or concerns that arose during the course of caregiving duties.
- Assisted with dressing guidance, grooming, meal preparation, and medication reminders.
- Maintained strong connections within caregiver community to gain continuous knowledge.
Education
Bachelor of Science - Sociology
Eastern Michigan University
Ypsilanti, MI12.2021
Skills
- Patient Care experience
- CNA Certification
- Communication
- Professionalism
- Critical Thinking
- Time Management
- Problem-solving
- Multi-Line Phone Systems
- Following scripts
- Data Collection
- Scheduling
- Research
Certification
- CNA - Certified Nurse Assistant
Volunteer Experience
Faith Outreach Ministries, 14500 Greenfield Rd, Detroit, MI, 48227, Official Usher Ministry Secretary, Community outreach volunteer
Timeline
Certified Nurse Aide
Regency at Bluffs Park
02.2023 - 11.2023
Customer Service Representative
Centene Company
05.2022 - Current
Unemployment Insurance Agent
State of Michigan
06.2021 - 05.2022
Medical Receptionist
IHA WestArbor Pediatrics
01.2021 - 06.2021
Caregiver
Visiting Angels Ann Arbor
01.2020 - 06.2021
Bachelor of Science - Sociology
Eastern Michigan University
Similar Profiles
Julie WohrlinJulie Wohrlin
Provider Relations Manager at Western Sky Community Care a Centene CompanyProvider Relations Manager at Western Sky Community Care a Centene Company
Jeri L. FiescoJeri L. Fiesco
Contract Management Specialist + Vendor Management Specialist at CHS (Collaborative Health Systems), A Centene CompanyContract Management Specialist + Vendor Management Specialist at CHS (Collaborative Health Systems), A Centene Company
Tabitha MintonTabitha Minton
Front Line Escalation Response Specialist III at Company Centene Management CompanyFront Line Escalation Response Specialist III at Company Centene Management Company
Brandon MoringBrandon Moring
Receiving Associate at SearsReceiving Associate at Sears
HADIJAT DADAHADIJAT DADA
Registered Nurse, Clinical Analyst at Henry Ford HospitalRegistered Nurse, Clinical Analyst at Henry Ford Hospital