Nakesha Woods
Atlanta,Georgia
Summary
Highly organized and empathetic professional. Adept at providing exceptional customer service with a strong understanding of healthcare procedures, insurance policies, and medical terminology. Proven ability to manage high call volumes, and address tasks in a fast-paced environment. Committed to ensuring a positive customer experience, maintaining confidentiality, and delivering accurate information while resolving complex issues efficiently.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Travel Planner
Essential Travelling
Albany, NY
01.2021 - 07.2024
- Sustained operational efficiencies, coordinating domestic/international customer travel accommodations while managing airfare, hotel bookings, and rental car reservations.
- Assisted in the development of travel insurance policies to protect clients against unexpected events.
- Built and maintained strong relationships with vendors and suppliers in the travel industry.
- Negotiated competitive rates with travel suppliers to ensure the best deals for clients.
- Collected payment for transportation and accommodations from customers.
Call Center Representative
Maximus , NYSH
Albany, NY
04.2023 - 06.2024
- Respond to inbound customer calls regarding health insurance policies, claims, and coverage details.
- Educate customers on various health insurance plans, including benefits, premiums, and eligibility requirements.
- Assist customers in resolving issues related to billing, claims, and policy renewals.
- Accurately document customer interactions and maintain detailed records in the CRM system.
- Ensure compliance with HIPAA regulations and maintain the confidentiality of customer information.
- Collaborate with internal departments to expedite the resolution of complex customer inquiries.
Center Shift Supervisor
Jobcorp
Glenmont, NY
04.2022 - 04.2023
- Supervise day-to-day operations of the Job Corps program, ensuring adherence to policies and procedures.
- Recruit, train, and manage program staff, providing guidance and support to ensure high performance.
- Developed and maintained relationships with students to understand their needs and challenges.
- Address and resolve student issues and concerns promptly and effectively.
- Created work schedules for staff while adhering to labor laws and budget constraints.
- Reviewed employee time sheets for accuracy prior to submitting them for payroll processing.
Direct Support Professional
Living Resources
Albany, NY
10.2021 - 04.2022
- Provided assistance to individuals with daily activities such as personal care, meal preparation and medication reminders.
- Monitored individuals' behaviors, documented observations, reported any changes or concerns to supervisor.
- Collaborated with other staff members to develop individualized service plans for each participant.
- Provided direct care to individuals with intellectual and developmental disabilities, fostering activities of daily living.
- Maintained accurate records of medication administration, including dosage and frequency.
Emergency Room Patient Care Technician
Trinity Health
Albany, NY
06.2017 - 10.2021
- Maintained patient records.
- Collected blood samples for lab analysis to diagnose disease or screen for health problems.
- Assisted with CPR and airway clearing procedures during emergencies.
- Answered phone calls, handling inquiries, and transferring calls to appropriate departments.
- Verified patient eligibility for insurance coverage by contacting insurance carriers and obtaining the necessary authorization numbers.
- Assisted with procedures performed by physicians or nurses in the Emergency Room setting.
- Administered rapid tests for COVID and strep to help clinical staff assess conditions.
Certified Medical Assistant
Albany Medical Center, Neuroscience
Albany, NY
06.2016 - 05.2018
- Assisted physicians and nurses with patient exams, including taking vital signs, preparing exam rooms, and updating medical records.
- Performed administrative duties such as scheduling appointments, answering phones, and filing paperwork.
- Prepared specimens for laboratory testing and performed routine laboratory tests.
- Administered injections, immunizations, medications, wound dressings and other treatments according to physician instructions.
- Contributed to office operations by triaging patients by severity of medical complaint.
Education
Associate Degree - Medical Assistant
Mildred Elley
Albany, NY06.2016
Skills
- Inbound Phone Call Management
- Medical Terminology
- Eligibility Determination
- Customer Relationship Management
- Payment Collection
- Insurance Verification
- Software Applications
- Travel Arrangements
- Training and mentoring
- Staff Management
Certification
- NYS OPWDD Certifications
- Medication Administration
- American Red Cross CPR
- ACLS
- BLS
Relatedwork
Represent the program at community events and meetings, promoting awareness and support.
Timeline
Call Center Representative
Maximus , NYSH
04.2023 - 06.2024
Center Shift Supervisor
Jobcorp
04.2022 - 04.2023
Direct Support Professional
Living Resources
10.2021 - 04.2022
Travel Planner
Essential Travelling
01.2021 - 07.2024
Emergency Room Patient Care Technician
Trinity Health
06.2017 - 10.2021
Certified Medical Assistant
Albany Medical Center, Neuroscience
06.2016 - 05.2018
Associate Degree - Medical Assistant
Mildred Elley
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