Neldia Wanye
Baltimore,MD
Summary
Dedicated Medical Specialty Concierge at Mercy Medical Center with a proven track record in customer service, effective communication, and collaborative teamwork. Expertise in streamlining departmental communications has enhanced patient service delivery and improved operational efficiency. Demonstrated adaptability and leadership skills have driven team performance and fostered a culture of excellence. Proficient in EPIC Systems and advanced medical terminology, with a strong ability to multitask, significantly contributing to overall patient satisfaction and continuous improvement initiatives.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Medical Call Center Concierge
Mercy Medical Center
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 100+ calls with Epic and Jabber, accurately triaging patients and directing calls to appropriate departments while maintaining a polite and professional demeanor.
- Established trust with clients by accurately addressing their concerns and offering appropriate and empathetic resolutions based on their needs.
- Utilized community resources and research to better assist patients with their needs
- Managed incoming and outgoing mail and email requests, patient portal messages, hospital discharge appointments, and billing and coding inquires
- Utilized sales techniques to keep services within hospital bounds
- Experience working remote in a call center setting
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
01.2023 - 06.2024
- Assisted with patient scheduling and provider schedule management using EPIC Systems
- Facilitated insurance verification, referral coordination, lab and imaging orders, medication prior authorizations, data entry, medication refills, medical record requests, Rightfax Systems, bank deposits, charge entries, pharmacy orders
- Worked closely with the Senior Operations Director to ensure practices were complying with standard policies
- Project management and goal tracking and employee training
- Liaised between patients, employees, insurance companies and pharmacies, providers, various internal and external specialties, and administration
- Developed strategies to improve workplace efficiency and workflows
- Clinical Knowledge — Triaged patients: took vitals, performed EKGs, administered vaccines, administer various in-office treatments
- Storing and organizing sensitive Electronic Health Records through data management
- Managed office inventory and supply orders
- Facilitated Employee On-boarding and payroll
- Managed incoming and outgoing mail, faxes, and letters both physically and electronically
- Medical Terminology Expertise
- Proficient is MS Office, Sharepoint, and Quickbooks
- Proficient in Canva and Smartsheets
Medical Operations Intern
Mercy Medical Center
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
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
12.2022
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
- Call Center Etiquette
- Presentation development
- Report writing
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
- Medical Terminology - CCBC 2025
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
Bachelor of Science - Healthcare Administration
Towson University