Onika Harrigan
Worcester,MA
Summary
Detail-oriented individual with exceptional communication skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Dedicated customer service professional who's experienced with operating a multi-line switchboard and managing high call volumes. Strong understanding of customer service principles and importance of maintaining professionalism under pressure along with displaying poised & eloquent demeanor to convey positive company image. Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth. Fluent in both English and Spanish.
Overview
13
13
years of professional experience
Work History
Patient Observer
UMass Memorial Medical Center - University Campus
10.2025 - Current
- Monitored patient behavior and well-being to ensure safety and comfort.
- Documented observations accurately in patient records for care team review.
- Collaborated with nursing staff to communicate changes in patient conditions.
- Implemented safety protocols to reduce risks and enhance patient care quality.
- Maintained a safe environment for both patients and staff by adhering to infection control protocols and hospital guidelines.
- Provided emotional support to distressed or anxious patients, helping them feel more at ease during their hospital stay.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Supported office operations by expertly handling administrative needs.
Switchboard Operator
Saint Vincent Hospital
12.2015 - 10.2025
- Operates switchboard and routes incoming calls to appropriate departments.
- Manage volume of calls during overnight hours.
- Maintaining composure under pressure while efficiently handling each caller's needs.
- Delivers excellent customer service through active listening skills & effective problem-solving, approaches callers with concerns or complaints, engaged customers with friendly & professional demeanor.
- Streamline administrative tasks such as message-taking appointment scheduling, connects callers with appropriate professional, department, or business, handles emergency calls, paging & alerting on call doctors to any emergency situation, along with using hospital paging system to alert all medical staff for emergency codes.
- Create a Daily effective On call schedule for all health care providers in hospital.
Special Needs Bus Monitor
Worcester Public Schools
01.2019 - 04.2022
- Assisted driver in monitoring and managing student behaviors to promote safety.
- Collaborated with school staff to develop personalized plans for students requiring additional assistance during transportation.
- Partnered with bus drivers to create a welcoming environment for students entering the vehicle each morning.
- Conducted thorough inspections of the bus before and after each route, identifying potential safety hazards or maintenance needs.
- Ensured timely arrival at designated stops by closely following established schedules and routes.
- Enhanced student safety by continuously monitoring behavior and addressing issues promptly.
- Assisted students in navigating difficult social situations on the bus, promoting healthy relationships among peers.
- Assisted students in crossing roadway safely.
- Assisted students with safe and orderly boarding and exiting of vehicle.
- Kept close eye on the students behavior and watched for injuries, illnesses, and disputes.
- Learned and maintained proficiency in first responder skills such as First Aid and CPR to offer individuals in distress optimal support.
Practicum Medical Assistant Student
Vernon Medical Group
03.2013 - 05.2013
- Prepared examination rooms prior to appointments & ensured a clean and safe environment for patients.
- Supported patients by conducting routine tests, such as blood pressure measurements & vitals to monitor their health.
- Administered injections proficiently while adhering to strict safety protocols, while by being monitored by P.A.
- Promoted a positive work environment through effective teamwork and clear communication among staff members.
- Provided exceptional service to diverse populations, addressing individual needs with empathy and professionalism.
- Barcoded medical records, scheduled appointments and filed medical files.
Education
No Degree - Criminal Justice
Quinsigamond Community College
Worcester, MA05.2026
Graduate Certificate - Medical Assistant
Salter College
West Boylston, MA05.2014
High School Diploma - undefined
Burncoat High School
Worcester, MA05.2002
Skills
- Operating switchboards
- Quick-learning
- Dependability
- Active listening
- Empathy and patience
- Fluent in Spanish
- Assertiveness
- Greeting customers
- Flexible schedule
- Customer service
- Effective communication
- Relationship building
Languages
Spanish
Native or Bilingual
Timeline
Patient Observer
UMass Memorial Medical Center - University Campus
10.2025 - Current
Special Needs Bus Monitor
Worcester Public Schools
01.2019 - 04.2022
Switchboard Operator
Saint Vincent Hospital
12.2015 - 10.2025
Practicum Medical Assistant Student
Vernon Medical Group
03.2013 - 05.2013
Graduate Certificate - Medical Assistant
Salter College
High School Diploma - undefined
Burncoat High School
No Degree - Criminal Justice
Quinsigamond Community College