Neldia Wanye
Baltimore,MD
Summary
Dedicated Medical Specialty Concierge at Mercy Medical Center, adept in customer service and effective communication, streamlined departmental communications, enhancing patient service delivery. Demonstrated adaptability and leadership, improving team performance and operational efficiency. Skilled in EPIC Systems, advanced medical terminology, and multitasking which continues to significantly contribute to improvement and patient satisfaction.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Medical Call Center Concierge
Mercy Medical Center
Baltimore, MD
06.2024 - Current
- Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
- Streamlined communication between departments, ensuring efficient service delivery to patients.
- Coordinated patient scheduling and verified patient insurance, demographics, and medical history to keep information current with EPIC Systems
- Managed 70+ calls with Jabber, directing calls to appropriate departments while maintaining a polite and professional demeanor.
- Transcribed phone messages from patients and relayed to appropriate personnel.
- Established trust with clients by accurately addressing their concerns and offering appropriate resolutions based on their needs.
- Managed incoming and outgoing mail and email requests, patient portal messages, and hospital discharge appointment requests
- Utilized sales techniques to keep services within hospital bounds
Personal Support Specialist
Private Client
09.2022 - Current
- Assisted disabled clients ages 13 and 17 with daily living tasks such as personal hygiene, meal preparation, and medication management to promote independence and selfcare.
- Maintained a safe and comfortable living environment for clients by conducting regular safety checks and addressing any concerns promptly.
- Developed strong rapport with clients'' families through open communication channels and regular updates on progress made.
- Provided crisis intervention when necessary; deescalating situations calmly while prioritizing the safety of both the client and those around them.
- Implemented behavior management techniques to address challenging behaviors while maintaining a respectful approach to client dignity.
- Offered guidance to clients in exploring new hobbies or interests; enabling them to build confidence and develop a sense of purpose.
- Provided compassionate assistance during challenging times, offering emotional support and guidance when needed.
- Transported individuals to events and activities, medical appointments, and shopping trips.
- Monitored client vital signs, administered medications, and tracked behaviors to keep healthcare supervisor well-informed.
Manager Trainee
Mercy Medical Center
Baltimore, MD
01.2023 - 06.2024
- Assisted in organizing and overseeing assignments and projects to drive operational excellence.
- Assisted healthcare providers with administrative tasks, enabling them to focus on quality patient care.
- Enhanced supervisory and leadership abilities by working closely with supervisor.
- Provided mentoring and coaching to employees enhancing their workflow process and overall job performance.
- Facilitated employee screening, interviews, onboarding, and HR processes
- Remedied issues quickly and effectively through active listening, conflict resolution, and dynamic communication skills.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling
- Managed provider schedules and inboxes, refilled medications, input imaging and referral orders, communicated with medical insurance companies, DME companies, and social services, copay collections and deposits, filing medical documents
- Proficient with Blackboard, Canva, Microsoft Office
- Knowledge of Quickbooks
Medical Operations Intern
Mercy Medical Center
Baltimore, MD
08.2022 - 12.2022
- Studied with senior staff to develop deep understanding of team processes and full operational activities.
- Assisted in the preparation of reports highlighting operational successes and areas requiring further attention or improvement.
- Organized paperwork such as charts and reports for office and patient needs.
- Managed multi-line phone system and pleasantly greeted patients.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Prepared and processed patient referrals and transfer requests.
- Placed new supply orders, managed inventory and restocked clerical spaces.
- Participated in the creation of training materials for new hires, facilitating a smooth onboarding process for all employees.
Community Center Assistant
Towson University
Towson, MD
08.2020 - 06.2022
- Greeted incoming visitors and residents professionally and provided friendly, knowledgeable assistance.
- Kept reception area clean and neat to give visitors positive first impression.
- Streamlined administrative processes for check-ins, check-outs, and mail pick-up, enhancing efficiency during peak periods.
- Increased student involvement in community-building activities through regular social events and programs.
- Provided valuable resources to residents on academic success strategies, mental health support services, and other available campus support networks.
- Coordinated move-in/move-out procedures to ensure smooth transitions for incoming and outgoing residents.
Education
Bachelor of Science - Healthcare Administration
Towson University
Baltimore, MD12.2022
Skills
- Detail-oriented approach
- Adaptability and Flexibility
- Time Management
- Multitasking Abilities
- Team Collaboration
- Effective problem solving
- Effective Communication
- Customer Service
- Cash Handling
- Vendor interaction
- Accurate record keeping
Certification
- Social Media Marketing - HubSpot Academy, Dec 2021
Relevant Skills: Designing Marketing Campaigns, Project Management
- Social/Behavioral Research - CITI Program, March 2022
Relevant Skills: Data analytics, Risk Assessment
Languages
Twi
Native or Bilingual
Timeline
Medical Call Center Concierge
Mercy Medical Center
06.2024 - Current
Manager Trainee
Mercy Medical Center
01.2023 - 06.2024
Personal Support Specialist
Private Client
09.2022 - Current
Medical Operations Intern
Mercy Medical Center
08.2022 - 12.2022
Community Center Assistant
Towson University
08.2020 - 06.2022
- Social Media Marketing - HubSpot Academy, Dec 2021
Relevant Skills: Designing Marketing Campaigns, Project Management
- Social/Behavioral Research - CITI Program, March 2022
Relevant Skills: Data analytics, Risk Assessment
Bachelor of Science - Healthcare Administration
Towson University
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