Nadine Roselle
Fallston,MD
Summary
Accomplished professional with a proven track record at Kirk Army Health Clinic, adept in office administration and customer service. Enhanced patient engagement and streamlined operations, achieving commendable reductions in wait times. Spearheaded training programs and improving team efficiency. Skilled in verbal communication and organization, I bring a dynamic approach to achieving operational excellence and customer satisfaction.
Overview
6
6
years of professional experience
Work History
Secretary
Kirk Army Health Clinic
09.2023 - Current
- Handled sensitive information discreetly, maintaining confidentiality when managing personnel files or financial data.
- Answered multi-line phone system and enthusiastically greeted callers.
- Maintained daily report documents, memos and invoices.
- Scheduled appointments and conducted follow-up calls to clients.
MHS Genesis Software Instructor
Independent Contractor for DOD
09.2022 - 09.2023
- Enhanced software comprehension by developing tailored lesson plans for various experience levels.
- Improved course materials and delivery methods, resulting in higher student engagement and performance.
- Reduced dropout rates by creating a supportive learning environment that encouraged students to persist through challenging material.
- Streamlined the learning process with detailed explanations of complex concepts, ensuring better retention rates.
Medical Support Assistant
Kirk Army Health Clinic
09.2020 - 09.2022
- Provided compassionate support, addressing patient concerns and inquiries in a professional manner.
- Maintained strict confidentiality, adhering to HIPAA regulations while handling sensitive patient information.
- Maintained a high degree of professionalism and composure in high-stress situations, ensuring the well-being of patients and staff alike.
- Determined nature and urgency of patient requests to refer patients to appropriate medical staff.
- Liaised with patients and addressed inquiries,and made appointment requests
- Made coffee daily for all staff and patients
- Implemented care and efficiency improvements to support and enhance office operations.
- Oriented and trained new staff on proper procedures and policies.
- Obtained and documented patient medical history and current complaints at intake.
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging, and compassionate environment.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Assisted physicians with minor surgeries, including preparing operating room and sterilizing instruments.
- Scanned messages for providers to be placed in the patient's medical records
Information Desk Manager
Kirk Army Clinic
09.2018 - 09.2020
- Trained new staff members on company policies, procedures, and customer service standards.
- Implemented effective scheduling practices to ensure adequate staffing during peak hours and special events.
- Spearheaded communication efforts between various departments within the organization to address complex visitor inquiries effectively.
- Maintained an up-to-date database of facility services, events, and promotions to provide accurate information to visitors.
- Resolved escalated customer issues in a timely manner while preserving positive relationships with visitors from diverse backgrounds.
- Streamlined customer inquiries with well-organized resources and comprehensive knowledge of facility offerings.
- Enhanced visitor experience by providing accurate information and efficient service at the information desk.
- Reduced wait times for visitors, ensuring prompt assistance and improved satisfaction levels.
- Managed daily operations at the information desk, maintaining a high level of service quality and professionalism.
Medical Call Center Specialist
Kirk Army Health Clinic
09.2018 - 09.2020
- Received multiple commendations for excellent customer service, resulting from genuine care for patients'' wellbeing.
- Ensured HIPAA compliance while managing confidential patient data in electronic health records systems.
- Completed ongoing training and certification programs to maintain expertise in medical call center protocols.
- Reduced call wait times by promptly responding to high volumes of medical-related calls.
- Managed time effectively, prioritizing urgent matters over routine tasks without compromising quality of service provided.
- Assisted in resolving escalated customer issues, demonstrating exceptional problem-solving skills and patience.
- Maintained a professional and empathetic tone when assisting patients with sensitive health matters.
- Enhanced customer satisfaction by efficiently handling inbound calls and addressing patient inquiries on recorded line
- Exhibited high energy and professionalism when dealing with clients and staff.
Mailroom Manager
Kirk Army Clinic
09.2018 - 09.2020
- Implemented inventory control measures to prevent loss or theft of valuable items within the mailroom.
- Established protocols for handling confidential or sensitive materials securely, maintaining privacy standards as required by company policies.
- Streamlined mailroom operations by implementing efficient sorting and distribution processes.
- Enhanced customer satisfaction with prompt delivery of incoming packages and correspondence.
- Maintained a clean, organized, and safe work environment for all staff members within the mailroom facility.
- Facilitated open communication among team members within the department by holding regular meetings focused on collaborative problem-solving strategies.
- Coordinated with various departments to facilitate interoffice communication and document circulation efficiently.
- Drove official government vehicle to transport all clinic mail to higher level post office
Education
Associate of Arts - Business Administration
Grantham University
Lenexa, KS05-2021
Skills
- Customer Service
- Verbal and written communication
- Office Administration
- Organization
- Treasurer of Kirk Social Committee
- Manager of Snack Shack Shop
Timeline
Secretary
Kirk Army Health Clinic
09.2023 - Current
MHS Genesis Software Instructor
Independent Contractor for DOD
09.2022 - 09.2023
Medical Support Assistant
Kirk Army Health Clinic
09.2020 - 09.2022
Information Desk Manager
Kirk Army Clinic
09.2018 - 09.2020
Medical Call Center Specialist
Kirk Army Health Clinic
09.2018 - 09.2020
Mailroom Manager
Kirk Army Clinic
09.2018 - 09.2020
Associate of Arts - Business Administration
Grantham University
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