Summary
Overview
Work History
Education
Skills
Timeline
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Nakeya Patterson

United States

Summary

Motivated Assistant offering 20 years of experience in customer service, excellent project-management skills, and a great eye for detail. Goal-oriented, dedicated to strengthening administrative operations to streamline costs and enhance procedures. Intending to cultivate long-lasting relationships with clients and staff to strengthen success. Undoubtedly a motivational leader with top-notch communication, organizational and strategic planning abilities.

Overview

15
15
years of professional experience

Work History

911 Emergency Dispatcher

City of Peoria
11.2024 - Current
  • Managed multiple communication channels simultaneously, including telephone lines, radio frequencies, and computer-aided dispatch systems for effective coordination among emergency units.
  • Maintained high levels of situational awareness during emergency situations, allowing for quick adjustments and accurate updates to responding units as needed.
  • Received 911 and non-emergency calls and dispatched calls to appropriate agencies and officers on duty.
  • Handled challenging caller interactions professionally while remaining empathetic to individuals experiencing distress or panic during emergencies.
  • Relayed latest information to first responders via electronic means, telephone calls, and radio responses.
  • Operated telephone and radio equipment to receive requests and reports from police officers, medical dispatch and firefighting crews.
  • Received public emergency and non-emergency calls and supervised response prioritization in order to effectively dispatch official units such as police, fire, and EMS while tracking data in real-time environments.
  • Read system maps and caller information, and documented details in system.
  • Promoted a professional work environment by adhering to strict confidentiality policies and maintaining sensitive information securely.
  • Questioned callers to determine nature of problems and locations to direct type of response needed.
  • Continuously updated knowledge of changing policies, procedures, and technologies within the 911 Emergency Dispatcher field through ongoing professional development opportunities.
  • Dispatched and coordinated emergency services teams according to high-priority calls.
  • Answered calls from automatic routing system and took basic information from callers.
  • Followed established protocols for professional handling of emergency situations.
  • Applied interpersonal skills in neutralizing hostile and emotionally charged situations.
  • Communicated pre-arrival instructions to emergency medical personnel, helping first responders deliver appropriate care and support to individuals.

Shared Services Senior Coordinator

Duly Health And Care
11.2021 - 10.2024
  • Worked with senior case managers to coordinate team development activities and trainings.
  • Coordinated individual referrals to obtain Behavioral and Mental Health Services, advocated for patient needs and resolved roadblocks.
  • Carried out day-day-day duties accurately and efficiently.
  • Maintained energy and enthusiasm in fast-paced environment.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Offered friendly and efficient service to customers, handled challenging situations with ease.
  • Managed 75 to 100 Behavioral and Mental Health patient calls per day.
  • Paged Providers, Communicated with Front Desk Staff, also Assisted with Medication needs,

Admissions Coordinator II

VITAS
03.2020 - 10.2021
  • Collected, sorted and reviewed marketing information and produced timely corporate reports.
  • Oversaw inpatient and outpatient functions.
  • Completed preliminary paperwork for incoming and outgoing patients.
  • Confirmed all insurance benefits met standards of admissions as dictated by policy.
  • Assisted in patient admission process based on federal and state laws.
  • Consulted with government regulatory and licensing agencies to verify institutional conformance with applicable standards.
  • While managing very demanding, high call volume daily tasks include but are not limited to: Process new referrals that arrive by telephone, email, fax and website inquiries, in manners best fitting needs of referral source complete routine follow up on multiple lists of pending patient charts daily. Enter accurate information to support data integrity and maximize reimbursement.
  • Verify Medicare and Medicaid hospice benefits. Notify Managed Care Department of commercial insurances and managed health care plans.
  • Notify any Marketing Representatives of each new referral outside of working hours Program Schedulers, 8pm-8am local time and weekends.
  • Call patients and families and offer any same day appointment to ensure timely admission.
  • Seek assistance of Program Schedulers to determine appropriate staffing and coverage for appointment needs during specific hours of 8am-8pm local time, Monday through Friday.
  • Explain hospice benefits and services to patients and families as needed.
  • Assign appointments to VITAS Admissions Representatives and provide them with appointment report outside of set hours Program Scheduler is working, 8pm-8am local time and weekends.
  • Complete admission consent paperwork as needed.
  • Patients when appropriate.
  • Establish and maintain effective relationships with internal and external customers.
  • Take report from VITAS Admissions Representatives and accurately document outcome.
  • Verify discharge plans and facilitate any delivery of Home Medical Equipment prior to discharge.
  • Supports coworkers and encourages sense of teamwork amongst peers.
  • Provide training and mentoring to new team members as assigned.
  • Other duties and special projects as determined by department supervisor or director.
  • Participate in morning check in meeting with Program Scheduler to review staffing /scheduling needs for day.

Admin Assistant

Conveyor Solutions
10.2019 - 03.2020
  • First point of contact for any Service needs.
  • Scheduled all spare parts inventories, service requests, inspections and planned maintenance visits.
  • Great attention to technician location, start times, customer locations and duration of visit.
  • Provided Emergency service (anything that comes in 7am – 4pm).
  • Limited number of tickets technicians completed.
  • Annually uploaded parts inventory for diamond and platinum to spreadsheets and invite technicians to review document.
  • Assisted in generate parts cage replenishment quotes promptly based on customer inventories just completed at platinum facilities.
  • Sent out renewals for maintenance agreement customers 1 moth prior to expiring (check using pm scheduler).
  • Constantly updated Zoho (Software) with New Department Quotes, and Renewals.
  • Kept service log updated.
  • Contract values constantly updated also track part orders for delivery and scheduling.
  • Arranged parts installations within first week of arrival onsite (for non-emergencies).
  • Maintained scheduling parts/ repairs with customers.
  • Update “planned maintenance scheduler” as to what has been completed.
  • Issue Purchase Orders to subcontractors when dispatching them.
  • Filled technician supply orders as needed.
  • Kept fleet schedule full while and Manage ticketing software.
  • Added new customers with complete information.
  • Updated customer accounts as needed.
  • Reviewed all completed reports checking for follow-up items and items to be billed.
  • Filed all tickets onto CSI server per filing system.
  • Facilitated service requests promptly and efficiently.
  • Constant communication with fleet and our subcontractor network.
  • Provided status updates.
  • Created tickets promptly and accurately limiting amounts of tickets started by technicians.
  • Collected all information needed to process request: purchase order number, financial information, internal job number etc.
  • Sent follow up emails to customers for feedback.

Customer Service Specialist

Pulse Technology, Carol Stream
07.2018 - 09.2019
  • While maintaining great attendance handled very high paced call volume for service requests.
  • Cross Trained process of Supply Department Management along with Escalations.
  • Assisted in sales when needed.
  • Versatile with dispatching technicians to various locations along with processing payments, part orders, meeting planning and daily schedule planning.
  • Level 1 Helpdesk Troubleshooting is yet another skill applied daily along with Basic User Functions.

Customer Service Specialist

Verizon Wireless
07.2014 - 01.2016
  • Managed high call volume in general customer service averaging 90-120 calls per day.
  • Assisted claims team with client chargeback invoices.
  • Team Lead on multiple projects
  • Assisted with gaining client business because of implementing effective claim processing in record time.
  • Maintained positive and productive work environment for my team.

Correspondence Specialist

Jp Morgan Chase
09.2010 - 07.2013
  • Managed high call volume in general customer service.
  • Assisted claims team with client chargeback invoices.
  • Team Lead on multiple projects including spearheading implementation of all Help Desk Teams.
  • Assisted with gaining client business because of implementing effective claim processing in record time.
  • Maintained positive and productive work environment for my team.
  • During my pregnancy I decided to take time off from my professional career and made my children my Full- Time focus.
  • Loss Mitigation Collections Team Lead.
  • Daily Operations included all duties below: Collector Collection goals of 12-15,000 weekly Team Lead Ran team huddled Top collector 80-120 calls per day Maintained Scorecard and metrics.

Education

Medical Billing And Coding -

Everest College - Chicago
Chicago, IL
2010

Skills

  • Operations Management
  • Team Building / Training
  • Performance Evaluations
  • Employee Mentoring Customer
  • Service
  • Call Escalations
  • Quality Control/ Assurance
  • Confidential Data Management
  • Sourcing/ Recruiting Talent
  • Accounts Payable/ Receivable
  • Medical Billing and Coding
  • Clearing House Operations
  • Credentialing
  • Insurance Knowledge
  • Understanding of Medical Terminology
  • Medical Admissions Process Knowledge
  • Rapport building

Timeline

911 Emergency Dispatcher

City of Peoria
11.2024 - Current

Shared Services Senior Coordinator

Duly Health And Care
11.2021 - 10.2024

Admissions Coordinator II

VITAS
03.2020 - 10.2021

Admin Assistant

Conveyor Solutions
10.2019 - 03.2020

Customer Service Specialist

Pulse Technology, Carol Stream
07.2018 - 09.2019

Customer Service Specialist

Verizon Wireless
07.2014 - 01.2016

Correspondence Specialist

Jp Morgan Chase
09.2010 - 07.2013

Medical Billing And Coding -

Everest College - Chicago

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