Najma Blackman
Omaha,USA
Summary
Customer service orientated with medical background candidate, self-motivated with exceptional communication skills seeking new opportunities.
Overview
12
12
years of professional experience
Work History
Early Morning Call Center/ On-Call Scheduler
Total Wellness Health
Omaha, NE
06.2021 - 11.2024
- Responsible for opening and securing office at 4am and taking switchboard off answering. service.
- Check for any missed calls or messages and. forward to appropriate departments.
- Check emails for any messages from contractors regarding scheduled events from answering service.
- Field all calls from switchboard until office opens at 8:30a
- Find solutions and replacement staff for any issues, concerns and cancelations for same day scheduled events.
- Abide by HIPAA rules.
- Manage and record flu and health screening certification tests in scheduling system.
- Update nationwide contractor staff counts weekly and record any changes on EXCEL spreadsheet.
- Recruit medical staff for events nationwide using Indeed, staffing agencies and ZipRecruiter.
Answering Service Agent / Team Leader
Answerpro
Omaha, NE, US
04.2019 - 05.2021
- Handled urgent and non-urgent calls and requests for a variety of clients using a computer-telephony system
- Provide customer care, instruction, schedule customer and patient appointments and document in various client platforms
- Monitor COVID vaccine trial patients' devices and report any vital or technical alarms
- Schedule waitlist and appointments for COVID vaccinations for Nashville medical campus
Customer Service Team Leader
Stericycle Communications Solutions
Omaha, NE, US
10.2016 - 04.2019
- Maintained expected service levels in a fast paced call center environment
- Answered Customer Expert questions and assisted with problem solving, troubleshooting and any additional training needed to exceed customer service expectations
- Maintained agent coverage for every shift by monitoring daily and upcoming schedules
- Coached agents to assist with maintaining target stats for productivity
- Recorded service level percentages and trends on Daily Shift Reports and Activity Logs
- Documented and followed up in Salesforce any Client requests for additional training
Customer Service Expert / Dispatcher
Stericycle Communications Solutions
Omaha, NE, US
10.2012 - 10.2016
- Handled urgent and non-urgent calls and requests for a variety of clients using a computer-telephony system
- Provide customer care, information, schedule patient appointments and document interactions in EPIC Care-Connect
- Maintain HIPAA certification and follow guidelines
- Dispatch message content to clients and patient providers
- Update client on-call schedules and directories
- Assist and connect various medical groups with emergency Triage Nurse staff, providers, pharmacies and office staff as per patient request
Education
High school diploma - College Prep
Westside High School
Omaha, NECertificate - Nursing Assistant
Metropolitan Community College, South Campus
Omaha, NE01.2011
Skills
- Client / Customer Service
- CRM
- Dentrix
- EPIC
- Zendesk
- Current Health COVID monitoring system
- Service Titan
- Google Suite
- Multi-phone line systems
- Data-entry
- Appointment setting
- Typing
- Verbal and written communication skills
- Problem solver
- Detail orientated
- Triage
- Telephony
- HIPAA
- Help Desk
- VPN
- EMR Systems
- Microsoft Windows
- Operating Systems
Personal Information
Work Permit: Authorized to work in the US for any employer
Assessments
- Customer focus & orientation, Expert, 02/01/21, Responding to customer situations with sensitivity
- Call center customer service, Expert, 02/01/21, Applying customer service skills in a call center setting
Timeline
Early Morning Call Center/ On-Call Scheduler
Total Wellness Health
06.2021 - 11.2024
Answering Service Agent / Team Leader
Answerpro
04.2019 - 05.2021
Customer Service Team Leader
Stericycle Communications Solutions
10.2016 - 04.2019
Customer Service Expert / Dispatcher
Stericycle Communications Solutions
10.2012 - 10.2016
High school diploma - College Prep
Westside High School
Certificate - Nursing Assistant
Metropolitan Community College, South Campus