Rachelle Schwarm
Dayton,OH
Overview
4
4
years of professional experience
Work History
Product Support Specialist
ZOLL LifeVest
Remote, PA
12.2023 - Current
- Provided technical support for customers using ZOLL LifeVest products.
- Assisted in troubleshooting and resolving product-related issues efficiently.
- Educated users on proper device usage and maintenance procedures.
- Documented support interactions in the customer relationship management system.
- Maintained knowledge of industry standards and regulatory requirements related to cardiac devices.
- Responded promptly to customer inquiries through various communication channels.
- Provided timely feedback to management regarding customer service issues.
- Assisted customers with installation, configuration, and troubleshooting of products.
- Provided technical support to customers via phone, email and chat.
- Continuously improved processes related to customer service operations.
- Maintained positive working relationship with fellow staff and management.
- Performed variety of clerical and administrative duties.
Patient Contact Specialist
Mercy Health Bon Secours
Remote, OH
01.2022 - 12.2023
- Scheduling appointments, updating demographics, entering insurance information RTE with knowledge of claims and medical billing.
- Sending messages for patient specific questions, referrals, medication refills, test result messages, and orders.
- Nurse Triage calls
- Assisted in scheduling appointments and coordinating follow-up care for patients.
- Utilized electronic health record systems to maintain up-to-date patient information.
- Educated patients on services and resources available within the healthcare facility.
- Resolved patient concerns by effectively communicating with various departments.
- Trained new staff on policies, procedures, and customer service protocols.
- Monitored team performance metrics such as response time and resolution rate against goals set by management.
- Identified opportunities for process improvements within contact center operations.
- Performed follow-up calls and emails.
- Maintained detailed records of all customer interactions and transactions.
Monitor Watcher
UC West Chester Hospital
West Chester, OH
11.2021 - 01.2022
- Monitored patient vital signs using advanced telemetry equipment for the entire hospital.
- Collaborated with nursing staff to ensure timely patient care.
- Documented patient status accurately in electronic health records.
- Responded promptly to alarms and alerts from monitoring systems.
- Assisted in training new staff on monitoring protocols and procedures.
- Communicated changes in patient conditions to healthcare team effectively.
- Maintained cleanliness and organization of monitoring equipment and workspace.
- Participated in regular safety drills and compliance training sessions.
- Managed the daily operations of monitors and ensured proper functioning.
- Reported any suspicious activity or malfunctioning equipment to supervisors.
- Managed multiple projects simultaneously while meeting tight deadlines without compromising quality standards.
- Track the tele boxes in the entire hospital.
Unit Monitor Tech / Secretary
Mercy Health Bon Secours
Fairfield, OH
04.2021 - 07.2021
- Monitored patient vital signs using telemetry equipment.
- Assisted healthcare staff in responding to patient needs.
- Documented and reported changes in patient conditions promptly.
- Maintained accurate records of monitored data for clinical review.
- Collaborated with nursing teams to ensure optimal patient care.
- Followed emergency situations effectively.
- Trained new technicians on monitoring procedures and equipment usage.
- Ensured functionality of telemetry systems through routine checks and maintenance.
- Observed cardiac monitors for arrhythmias or other irregularities.
- Performed basic clerical duties such as filing, copying, and faxing documents related to patient care.
- Notified physicians promptly of any change in a patient's condition or status.
- Maintained accurate records of patient observations and reported any abnormal findings to the nurse in charge.
- Initiated emergency response protocols when necessary.
- Identified potential safety hazards within the unit environment and took appropriate action to eliminate them.
- Managed incoming calls from outside facilities requesting information on patients' status.
- Provided support to nursing staff by responding to call lights, answering questions, and providing assistance with bedside care.
- Answered phone calls from patients and family members regarding health-related issues.
- Kept track of medical supplies inventory levels and restocked items as needed.
- Collaborated with multidisciplinary team members to ensure optimal quality of care provided to patients.
- Recorded observations and baseline measurements to maintain accurate medical records.
- Provided excellent customer service by effectively communicating with patients, families, staff and staff in other hospital departments.
- Managed scheduling and appointment bookings for medical staff and patients.
- Coordinated communication between departments to ensure efficient operations.
- Maintained patient records using electronic health record system
- Answered incoming phone calls, responded to inquiries and transferred calls as needed.
- Ordered supplies as needed; tracked inventory levels and placed orders with vendors when necessary.
- Transfer EKG's over to cardiologists.
- Physician to physician consults.
- Post Op Open heart liaison.
- Enter daily charges.
Education
Sinclair Community College
01.2022
Indiana Wesleyan University
01.2010
EKG Certification -
Mercy EKG Certification Program
01.2008
Skills
- Technical support
- Product troubleshooting
- Patient communication
- Data entry
- Customer service
- Problem solving
- Time management
- Attention to detail
- Telephone support
- Remote support
- Cross-functional collaboration
- Problem-solving
- Analytical thinking
- Adaptability
Timeline
Product Support Specialist
ZOLL LifeVest
12.2023 - Current
Patient Contact Specialist
Mercy Health Bon Secours
01.2022 - 12.2023
Monitor Watcher
UC West Chester Hospital
11.2021 - 01.2022
Unit Monitor Tech / Secretary
Mercy Health Bon Secours
04.2021 - 07.2021
Sinclair Community College
Indiana Wesleyan University
EKG Certification -
Mercy EKG Certification Program