Summary
Overview
Work History
Education
Skills
Accomplishments
PREFERED NAME: NATASHA
Additional Information
Languages
Timeline
Hi, I’m

PENINAH MBUGUA

Boynton Beach,FL
PENINAH MBUGUA

Summary

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy and ready to help the team achieve company goals.

Overview

5
years of professional experience

Work History

Bethesda Hospital -East

Patient Experience Representative-Concierge
06.2022 - Current

Job overview

  • Maintained confidential patient, employee and company information in compliance with baptist policies and regulatory requirements.
  • Acted as the director of first impression showing compassion to all the patients and guests.Worked had in hand with the patient registration team by doing the first part of the registration.
  • Acted as a liaison between patients,guests and the staff.
  • Ensured the patients went to the right places for their appointments.
  • Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
  • Delivered exceptional customer service to every patient by leveraging extensive knowledge of services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Responded proactively and positively to rapid change.
  • Exhibited high energy and professionalism when dealing with patients,guests and staff.
  • Delivered prompt service to prioritize patient needs.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Promoted superior experience by addressing patient concerns, demonstrating empathy and resolving problems swiftly.
  • Trained new personnel regarding hospital operations, policies and services.
  • Answered calls, and replied emails addressing customer inquiries, solving problems and providing product information.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Provided excellent customer care by responding to requests, assisting with information to the patients.
  • Communicated professionally with colleagues, vendors,contractors,patients and guests.
  • Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
  • Trained new employees in our department.

CAM AUTISM CENTRE FOR EXCELLENCE

Administrative Assistant/Customer Service Associate
01.2020 - 06.2022

Job overview

  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Executed record filing system to improve document organization and management.
  • Scheduled office meetings and client appointments for staff teams.
  • Sorted and distributed office mail and recorded incoming shipments for corporate records.
  • Educated parents on autism and helped connect them to the right resources.
  • Generated reports and typed letters in Word and prepared PowerPoint presentations.
  • Interacted with vendors, contractors and professional services personnel to receive orders, direct activities and communicate instructions.
  • Monitored supervisor's work calendar and scheduled appointments, meetings and travel.
  • Coached new employees on administrative procedures, company policies and performance standards.
  • Restocked supplies and placed purchase orders to maintain adequate stock levels.
  • Developed and updated spreadsheets and databases to track, analyze and report on performance and sales data.
  • Handled client correspondence and tracked records to foster office efficiency.
  • Supported efficient meetings by organizing spaces and materials, documenting discussions and distributing meeting notes.
  • Organized weekly staff meetings and logged minutes for corporate records.
  • Coordinated bookkeeping activities in QuickBooks and Lawson.
  • Created PowerPoint presentations for business development purposes.
  • Maintained staff directory and company policy handbook for human resources department.
  • Coordinated travel arrangements by booking airfare, hotel and ground transportation.
  • Offered office-wide software support and training, troubleshooting issues and optimizing usage.
  • Created detailed expense reports and requests for capital expenditures.
  • Edited subcontractor proposals, project punch lists, transmittals and memorandums for organizational support.
  • Managed Access databases converting complex data into easy-to-interpret data.

Self Employed.

Patient Care Technician/CNA
01.2018 - 06.2022

Job overview

  • Assisted patients with dressing, grooming and feeding needs, helping to overcome and adapt to mobility restrictions.
  • Traveled to clients' homes to complete healthcare services and promote continuity of care.
  • Provided mobility assistance such as walking and regular exercising.
  • Completed entries in log books, journals and care plans to accurately document and report patient progress.
  • Assisted disabled clients to support independence and well-being.
  • Offered patients and families emotional support and instruction in preparing healthy meals, independent living and adaptation to disability or illness.
  • Provided transportation and appointments management.
  • Followed nutritional plans to prepare optimal meals.
  • Encouraged patients to participate in safe physical activity to help boost mood and improve overall wellness.
  • Developed rapport to create safe and trusting environment for care.
  • Reported unusual or urgent circumstances in patients' condition or environment immediately to nurse supervisor.
  • Supervised daily activities and provided assistance to staff.
  • Administered medication as directed by physician.
  • Administered prescribed medications under direction of physician.
  • Coordinated daily medicine schedules and administration to help clients address symptoms and enhance quality of life.
  • Completed medical and program reports and maintained records following clinic standard operating procedures.
  • Increased medication and medical terminology knowledge through research and continuing education.
  • Transported clients for medical and personal outings.
  • Provided direct personal care and administrative services to clients.
  • Assisted clients with living independently through skill-building and mentoring in areas such as housekeeping adaptations and preparation of healthy meals.
  • Helped clients with managed home care, ensuring efficacy of care by monitoring health status.
  • Documented vital statistics and coordinated with health care providers.
  • Supported families through difficult times by offering emotional support and education on important care tasks.
  • Improved patients' comfort with massage and application of topical treatments.
  • Constructed cognitively stimulating activities.
  • Delivered top-notch care for children with developmental disabilities, acquired illnesses or injuries.
  • Planned and implemented community outreach and events to provide health education about cancer, self-care and preventive breast examinations.

SEA STEP SUITES

Front Desk Associate
01.2019 - 01.2020

Job overview

  • Maintained cleanliness and organization of front desk area.
  • Greeted visitors and guests upon arrival, offered assistance and answered questions to build rapport and retention.
  • Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
  • Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
  • Helped with booking of rooms on expedia and hotel.com
  • Worked with the house keeping team ensuring all rooms were ready before the guests arrived.
  • Processed payments from guests while safe keeping their credit cards and bank information.
  • Used internal software to process reservations, check-ins and check-outs.
  • Performed basic daily bookkeeping tasks.
  • Answered guest questions and referred to local points of interest.
  • Oversaw fast-paced front desk operations and guests' needs at busy facility.
  • Took reservations over phone, in person and via computer for guests and provided confirmation information.
  • Collected room deposits, fees and payments.
  • Kept accounts in balance and ran daily reports to verify totals.
  • Confirmed relevant guest information and payment methods to prevent fraud.
  • Asked customers questions to meet special requests.
  • Calculated billings and posted charges to room accounts, reviewing charges with guests at checkout.
  • Politely welcomed arriving guests, providing room keys and information on amenities and policies.
  • Reported facility and room maintenance problems to appropriate personnel for immediate remediation.
  • Used quick response and dynamic service skills to build relationships with patrons, improving customer retention rate.
  • Collaborated with team members to handle guest requirements from check-in through check-out.
  • Entered customer data into room system and updated information whenever patrons changed rooms.
  • Maintained transaction security by verifying payment cards against identification.
  • Responded swiftly to room requests and other inquiries made via establishment website, email or phone.
  • Contacted housekeeping staff and maintenance department immediately to resolve guest room issues.
  • Retrieved mail, packages and documents on behalf of guests, promptly verifying receipt and arranging for pickup or transmittal.
  • Liaised with housekeeping and maintenance staff to address requests and complaints made by guests.
  • Delivered above-and-beyond service to guests by making outside venue reservations and setting up tours.
  • Updated customer accounts with add-on room charges, minibar use and room service bills.
  • Explained details regarding property to acclimate patrons to resort environment.
  • Protected guest valuables with main safe or in individual boxes to maximize security.
  • Promoted local entertainment and sporting events and offered details to assist patrons.
  • Prepared weekly employee work schedules for team members.
  • Planned coverage needs and organized services to support incoming special events.

Education

CAPSCARE NURSING SCHOOL

PALM BEACH STATE COLLEGE
Lake Worth, FL

Associate of Science from HEALTH SERVICES MANAGEMENT
06.2024

CAPSCARE NURSING SCHOOL
Lake Worth, FL

No Degree from CERTIFIED NURSING ASSISTANT/HOME HEALTH AIDE
09.2017

KENYA POLYTECHNIC UNIVERSITY
KENYA

Associate of Arts from Public Relations, Advertising, And Applied Communication
03.2004

Skills

  • Health Information Access Management
  • Patient Data Management Systems
  • Customer Experience
  • Data Collection
  • Records Management Systems
  • Customer Satisfaction

Accomplishments

  • Currently selected by the baptist health human resource team to take part in the welcome new employee entity to talk to new hires on how to be successful in baptist health.This takes place every first monday of the month.
  • Selected by the human resource team at baptist health to join the Employee Advisory Group( EAG) to discuss issues on interest to employees throught the entity.We meet every second tuesday of the month.

PREFERED NAME: NATASHA

My preferred name is Natasha.

Additional Information

I speak 3 languages.



  • ENGLISH
  • SWAHILI
  • KIKUYU

Languages

English
Native or Bilingual
Swahili
Native or Bilingual

Timeline

Patient Experience Representative-Concierge

Bethesda Hospital -East
06.2022 - Current

Administrative Assistant/Customer Service Associate

CAM AUTISM CENTRE FOR EXCELLENCE
01.2020 - 06.2022

Front Desk Associate

SEA STEP SUITES
01.2019 - 01.2020

Patient Care Technician/CNA

Self Employed.
01.2018 - 06.2022

CAPSCARE NURSING SCHOOL

PALM BEACH STATE COLLEGE

Associate of Science from HEALTH SERVICES MANAGEMENT

CAPSCARE NURSING SCHOOL

No Degree from CERTIFIED NURSING ASSISTANT/HOME HEALTH AIDE

KENYA POLYTECHNIC UNIVERSITY

Associate of Arts from Public Relations, Advertising, And Applied Communication

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PENINAH MBUGUA