Nathan Durnin
Travis AFB,CA
Summary
I am Nathan Durnin and I learn quicker than others. I have a background in Health administration and restraunt management which include excellent customer service skills before and while in the military. Within a year i went from being a regular cook at a italian restraunt to being a full time manager while still in high school for a little over two years. I'm very hard working and will get anything done to support the mission of the job I am assigned to do. During my time in the military I have been coined twice by two of the highest enlisted ranks in the Air Force including multiple member's personally talking to my superior's for my exceptional customer service skills and getting difficult situations fixed in a timely manner to help out our fellow member's. If i can't figure out a solution to a problem I make sure to figure it out as soon as possible from other sources to get it fixed. I'm very team oriented as well. I communicate very well with my team member's for help and I help them just as quick with whatever they need to get the job done. I am highly motivated to take on new challenges and learn as much as I possibly can. Very devoted to give the best customer service and information as possible to assist in anyway I can. Personally my goal is to further my education in the near future so I will learn as much as I can and get a higher level of education when the opportunity is presented.
Overview
3
3
years of professional experience
Work History
HIM Technician
Defense Health Agency
Travis AFB, CA
03.2022 - 05.2023
- Established and updated patient profiles, medications and insurance details.
- Protected medical information against unauthorized access, loss or corruption by consistently following security protocols.
- Met needs of physicians and other treating team members with timely retrievals of patient medical records.
- Enhanced electronic records management systems to meet new needs and forecasted demands.
- Improved integrity and completeness of medical records by consulting with clinical staff to resolve coding and diagnostic mistakes.
- Supported healthcare applications by monitoring security, performance and reliability.
- Evaluated and recommended upgrades to improve existing computerized healthcare systems.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Understood and followed oral and written directions.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Identified needs of customers promptly and efficiently.
- Planned and completed group projects, working smoothly with others.
Manager of Operations
Rotolo's Pizzeria
Walker, LA
04.2020 - 03.2022
- Answered incoming calls and emails, providing frontline customer support or assistance with product and service transactions.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Answered inbound calls, chats and emails to facilitate customer service.
- Demonstrated excellent communication skills in resolving product and consumer complaints.
- Developed strong customer relationships to encourage repeat business.
- Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
- De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
- Consulted with customers to resolve service and billing issues.
- Asked probing questions to determine service needs and accurately input information into electronic systems.
- Escalated customer concerns, issues and requirements to supervisors for immediate rectification.
- Educated customers on special pricing opportunities and company offerings.
- Informed customers about billing procedures, processed payments and provided payment option setup assistance.
- Maintained knowledge of current promotions, exchange guidelines, payment policies and security practices.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Used proven techniques to de-escalate angry customers during telephone interactions.
- Mentored new employees on procedures and policies to maximize team performance.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Partnered with vendors and suppliers to effectively manage and budget.
Education
High School Diploma -
Walker High School
Walker, LA05.2021
Skills
- Basic Math
- Data Management
- Computer Skills
- First Aid/CPR
- Problem Resolution
- Conflict Resolution
- Good Work Ethic
- People Skills
- Friendly, Positive Attitude
- Supervision & Leadership
- Customer Service
- Team Management
- Active Listening
- PPE Use
- Flexible Schedule
Certification
- Joint Staff Sexual Assault Prevention and Response Training
- HIPAA and Privacy Act Training
- Human Resource Management: Cultural Competence Decision-based Module
- Leadership: Diversity - Decision-based Module
- Anti-Harassment Workplace Training
- Annual Security Refresher
- Clinical Support Staff Comp Asm
- Health Information Mgmt Comp Asmt
- Concept of Encounters 200 Lvl
- Intro to MHS GENESIS 100 Lvl
- Reporting Overview 200 Lvl
- JLV New User Training
- Navigating PowerChart 200 Lvl
- Documenting in PowerChart 200 Lvl
- Influence Awareness
- MHS: Customer Service
- DHA Employee Safety Course
- Annual OSD Records and Information Management Training
- Joint Staff Insider Threat Awareness
- DoD Annual Security Awareness
- DOD Mandatory Controlled Unclassified Information (CUI) Training
- Department of Defense (DoD) Cyber Awareness Challenge 2023
- TRAC2ES Overview Course
- TRAC2ES Secondary Roles Course
- TRAC2ES Patient Movement (PM) Clerk Course
Extra Certifications
- Basic Life Support
- HIPPA and Privacy Act Training
- Health Information Management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
"Do or do not Hmmm, there is no try."
Master Yoda
Timeline
HIM Technician
Defense Health Agency
03.2022 - 05.2023
Manager of Operations
Rotolo's Pizzeria
04.2020 - 03.2022
High School Diploma -
Walker High School
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