ROSALYN MCDONALD
Memphis,TN
Summary
I'm professional and articulate, skilled interacting with healthcare professionals, supervisors, and office managers. Conscientious of hospital policies and procedures and skilled in performing clerical and administrative activities in medical environments as well as business office settings to include payroll, data entry, and receptionist duties. Successful healthcare/ office worker with 10 years of experience addressing customer requests and concerns. Expert at providing relevant information and options to effectively resolve issues. Upbeat and energetic with grace in handling difficult situations through resourcefulness and adaptability.
Overview
17
17
years of professional experience
Work History
Call Center Team Lead
University Of Clinical Health
Memphis, TN
07.2020 - Current
- Handled advanced issues with calm, knowledgeable and professional approach.
- Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
- Generated reports detailing metrics such as call times and satisfaction ratings.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Schedules patient appointments and contacts patients for rescheduling, missed appointments and appointment reminders.
- Corresponds with providers and staff via email, phone, and electronic medical records.
- Maintains and utilizes worklists, including reminder calls, waitlists, referrals, and insurance verification
- Responds to questions regarding account status and concerns. Resolves billing or charge disputes or forwards problem accounts to the appropriate individual for resolution.
- Adheres to standards set by OSHA, HIPAA, FERPA, CODA, and other standards.
- Appropriately disseminates information of processes and protocols to patients as pertains to the various Covid- 19 sites.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
Donor Processor| Payout Clerk
Plasma Biological Services
Memphis, TN
08.2018 - 07.2021
- Conducted a series of registration procedures that includes verifying new donor’s identification, updating and establishing accurate documentation on return donors.
- Accessed donor suitability while relating medical information to Medica staff if needed.
- Recorded donor data accurately into the electronic management system.
- Obtained blood samples via finger stick to determine eligibility for donating by way of hematastat and refractometer.
- Performed morning controls, maintain the daily checks and maintenance of the plasma collection equipment.
- Prepared donor for venipuncture and monitoring the collection equipment and the donor throughout the process until the donor is disconnected.
- Disbursed donor payments based on weight and verifying information needed.
- Balanced all payments disbursed while recording required information daily.
- Exceeded goals through effective task prioritization and great work ethic.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Maintained strict aseptic fields when collecting biological samples, minimizing staff and patient infection risks.
Call Center Agent
Aerotek Staffing
Memphis, TN
07.2020 - 10.2020
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
MEDICAL RECEPTIONIST|DONOR PROCESSOR
CSL PLASMA
MEMPHIS, TN
07.2017 - 08.2018
- Managed the front desk by way of answering multiple phone lines, updated return donor's information as needed.
- Performed vital signs.
- Educated new donors of screening process.
- Recorded donor data accurately into the electronic management system.
- Set up, maintained and verified sterility of lab equipment and tools.
- Offered friendly and efficient service to all customers, handled challenging situations with ease.
- Analyzed experiment and test results to validate adherence to standards and specifications.
- Identified microorganisms present in blood samples and cultivated strains to support clinical diagnostics.
HUMAN RESOURCE COORDINATOR
APS FACILITY MAINTENANCE
MEMPHIS, TN
10.2015 - 09.2017
- Managed employee compensation information while maintaining payroll.
- Responsible for accounts payable and account receivable.
- Answered multiple phone lines, filing, scanned documents, and other clerical duties.
- Conducted background checks on candidates by obtaining information from law enforcement officials, previous employers and references.
- Reviewed human resources paperwork for accuracy and completeness, including verifying, collecting and correcting data.
- Coordinated and conducted new hire pre-interviews.
- Completed employee employment verifications and unemployment paperwork prior to hire or termination.
- Monitored and handled all employee claims, including performance-based and harassment incidents.
- Orchestrated strategic recruitment approaches to engage talented and highly qualified candidates.
Call Center Agent
CALL CENTER AGENT|CONNEXTION POINT
MEMPHIS, TN
11.2014 - 12.2015
- Maintained accurate and completed documentation given by customers regarding the healthcare insurance chosen.
- Achieved sales goals by way of incoming calls and making outbound sales calls to our prospective members to assist them in enrolling in the Care source exchange insurance plan.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
OFFICE MANAGER
TOP DOLLAR LOANS
MEMPHIS, TN
09.2013 - 11.2014
- Made bank deposits, accepted and posted payments, processed vehicle liens and complied with all applicable consumer and privacy laws.
- Generated monthly payday loan statements to assess performance and reported activities to corporate office.
- Recruited and trained new staff to ensure outstanding job performance.
- Responsible for disciplinary actions as well as development.
- Oversaw office inventory activities, including ordering and requisitions, stocking and shipment receiving.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Delivered clerical support by efficiently handling wide range of routine and special requirements.
- Met challenging quotas for productivity and accuracy of work.
- Optimized organizational systems for payment collections, AP/AR, deposits and recordkeeping.
REHABILITATION TECHNICIAN
HEALTHSOUTH HEALTH AND REHAB
MEMPHIS, TN
09.2012 - 10.2013
- Assisted patients admitted for rehabilitation with activities of daily living such as bathing, eating, walking, bathroom, and dressing.
- Performed daily vital signs as needed while recording any abnormalities to charge nurse.
- Assisted physical therapist with activities and exercises.
- Recorded patients input, output, and intake into medica records electronically.
- Admitted new patients while obtaining personal and medical information needed.
- Communicated back to nurses and therapists regarding patient performance and condition.
- Protected patient and personnel safety by cleaning work areas and disinfecting equipment after treatments.
- Encouraged and attended to patients' physical needs to facilitate and attain therapeutic goals.
- Answered telephones and performed light clerical duties to maintain smooth operations while attending to various program needs.
Document Processor
Dealer Track Technologies
Memphis, TN
08.2011 - 09.2012
- Verify loan documents including loan contracts, income verification, credit application and loan approvals by making sure all items are included and ultimately preparing application for processing.
- Input proper loan information into the system for processing.
- Process contracts daily while maintaining company's production rate.
- Other duties include making copies of un-related items that are not relevant to loan contracts.
- Created and maintained user accounts and properly routed documents for approval and training.
- Provided assistance with document processes, both inbound and outbound, including document sorting, logging and work order creation.
- Performed document reproduction, printing documents from electronic sources such as email attachments, PDF files and cloud storage.
- Identified areas of weakness and recommended or implemented process improvements.
Certified Nursing Assistant/ Medical Assistant
Delta Medical Center
Memphis, TN
06.2008 - 08.2011
- Evaluated patients to identify and address wounds, behavioral concerns and medically relevant symptoms.
- Gathered dietary information, assisted with feeding and monitored intake to help patients achieve nutritional objectives and support wellness goals.
- Assisted patients with mobility needs, including moving to and from beds, organizing wheelchairs and preparing assistive devices.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Obtained biological specimens for ordered tests and prepared for laboratory transport.
- Complied with all company-specific guidelines and performed hands-on nursing care to patients under RN supervision.
- Facilitated activities of daily living, including personal hygiene management, feeding and ambulation.
- Inputted and verified patient's insurance and obtained co-payments
- Responsible for filing, scanning, and faxed documents needed while working physician's offices
Education
Associate Degree - Medical Assistant
Remington College
01.2021
No Degree - Business Administration
ASU Midsouth Community College
West Memphis, ARCertificate of Completion - Medical Assistant
Delta Technical College
Southaven, MS11.2008
Certificate of Completion - Nursing Assistance
Institute Of Allied Health Graduate
Memphis, TN07.2004
Diploma -
West Memphis High School
West Memphis, AR05.1995
Skills
- Medical Terminology -Customer Service
- Insurance Verification -Microsoft Office
- Microsoft Word -Excel
- Lab -Account Payable
- Medical Records/EMR -Accounts Receivable
- Lab -Scheduling
- Accounts payable
- Accounts Receivable
- Benefits
- Clerical
- Filing
- Insurance
- Medical Terminology
- Access
- Excel
- Exchange
- Microsoft Word
- Office Management
- Payroll
- Sales
- Scheduling
- Customer support
- Documentation and reporting
- Verbal and written communication
- Proficient in NextGen
- 72 WPM
- Account management
- Cash Handling
- Customer Relationship Management
- Call center operations
Timeline
Call Center Team Lead
University Of Clinical Health
07.2020 - Current
Call Center Agent
Aerotek Staffing
07.2020 - 10.2020
Donor Processor| Payout Clerk
Plasma Biological Services
08.2018 - 07.2021
MEDICAL RECEPTIONIST|DONOR PROCESSOR
CSL PLASMA
07.2017 - 08.2018
HUMAN RESOURCE COORDINATOR
APS FACILITY MAINTENANCE
10.2015 - 09.2017
Call Center Agent
CALL CENTER AGENT|CONNEXTION POINT
11.2014 - 12.2015
OFFICE MANAGER
TOP DOLLAR LOANS
09.2013 - 11.2014
REHABILITATION TECHNICIAN
HEALTHSOUTH HEALTH AND REHAB
09.2012 - 10.2013
Document Processor
Dealer Track Technologies
08.2011 - 09.2012
Certified Nursing Assistant/ Medical Assistant
Delta Medical Center
06.2008 - 08.2011
Associate Degree - Medical Assistant
Remington College
No Degree - Business Administration
ASU Midsouth Community College
Certificate of Completion - Medical Assistant
Delta Technical College
Certificate of Completion - Nursing Assistance
Institute Of Allied Health Graduate
Diploma -
West Memphis High School
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