Rowan Dean-Burton
Smyrna,DE
Summary
Dedicated Customer Care Representative with expertise in crisis communication and patient inquiry handling. Proven track record in managing accurate patient records and maintaining strong customer relationships.
Overview
1
1
Certification
7
7
years of professional experience
Work History
Customer Care Representative
Johns Hopkins Health System
Hanover, Maryland
04.2022 - Current
- Facilitated patient inquiries regarding appointments and services, ensuring clear communication and timely resolution.
- Presented existing and prospective customers with service or product information, enhancing their understanding and aiding informed decision-making.
- Updated databases with new and modified customer information to maintain data integrity and support efficient service delivery.
- Maintained current knowledge of company products, services, and promotions.
- Managed patient records utilizing electronic health record systems for accuracy.
Emergency Communications Operator
Baltimore County Government
Towson, Maryland
04.2019 - 04.2022
- Coordinated responses with first responders during high-pressure situations.
- Operated emergency communication systems to receive and relay critical information.
- Managed multi-line phone systems to handle incoming emergency calls efficiently.
- Provided accurate incident reports to support dispatch operations and decision-making.
- Assisted in developing and refining communication protocols for improved response times.
- Trained new staff on protocols and procedures for emergency communications.
- Maintained confidentiality while processing sensitive information from callers.
Education
High School Diploma -
Aberdeen High School
Aberdeen MDSkills
- Customer relationship management
- Patient inquiry handling
- Electronic health records
- Database management
- Incident management
- Crisis management
- Conflict resolution
Certification
- Certified Medical Administrative Assistant June 27 2026-June 27 2027
Timeline
Customer Care Representative
Johns Hopkins Health System
04.2022 - Current
Emergency Communications Operator
Baltimore County Government
04.2019 - 04.2022
High School Diploma -
Aberdeen High School