Rozalyn Woods
Monroe,MI
Summary
Compassionate and patient-focused healthcare support professional with over 5 years of experience in medical customer service, database navigation, and care coordination. Proven ability to support diverse patient populations, including senior citizens, by answering high-volume inbound inquiries, scheduling appointments, and routing clinical needs with empathy and clarity. Adept at managing remote operations and utilizing EMR platforms like EPIC to streamline care across multiple locations. Skilled at simplifying complex information over the phone while strictly maintaining confidentiality and HIPAA compliance.
Overview
9
9
years of professional experience
Work History
Service Center Representative
Trinity Health
10.2024 - Current
- Answer high-volume inbound calls for multiple primary care offices across regions, serving as the central point of contact for patients, families, and remote care teams.
- Coordinate care services by accurately scheduling appointments, processing medication refills, and putting in out-of-network referrals.
- Listen closely to patient inquiries to accurately triage their needs, connecting them with the right nurses, care managers, or pharmacists.
- Use EPIC daily to verify health records, document phone conversations, and securely relay messages between patients and medical staff.
Fulfillment Center Associate
Amazon
11.2023 - 09.2024
- Maintained focus and met daily productivity targets by safely packing and preparing up to 200 orders per hour.
- Navigated digital logistics databases and handheld scanners to track item locations, verify order details, and log packages.
- Collaborated with shift leaders and team members to ensure warehouse safety protocols were consistently followed.
Receptionist and Lab Support
Biolife Plasma Services
07.2023 - 11.2023
- Welcomed a diverse daily donor population with a friendly attitude, providing excellent customer service both in person and over the phone.
- Assisted clients with setting up new profiles, verified legal documentation, and clearly explained donor eligibility rules and ongoing promotions.
- Conducted initial health screenings by checking vital signs (blood pressure, temperature, weight) and recorded metrics accurately into the center's database.
- Managed inventory and laboratory timelines by organizing, testing, and storing plasma samples according to strict regulatory schedules.
Patient Care Coordinator
Ann Arbor Pediatric Dentistry
10.2019 - 05.2023
- Managed the front-office operations and served as the direct line of communication between families, dentists, and clinical staff.
- Handled more than 50 patient phone calls daily, answering questions about services, resolving scheduling conflicts, and updating accounts.
- Guided parents and caretakers through upcoming treatment steps, insurance coverage details, and pre-appointment instructions over the phone.
- Updated digital charts, processed insurance claims, tracked office inventory, and organized desk workflows to keep the practice running smoothly.
Recreation Aide
Tropics Recreation Center
01.2019 - 09.2019
- Greeted guests with a friendly welcome and made sure they scanned their military ID upon check in.
- Communicated accurate information about available services and facilities to promote enrollment and to book events.
- Opened, closed, and secured facilities at prescribed times to accommodate scheduled activities.
- Set up and break down equipment and supplies used in activities, focusing on safe handling and storing.
Quality Inspector
Benchmark National Corporation
11.2017 - 12.2018
- Performed frequent visual inspections to root out tolerance and compliance issues.
- Utilized gauges, tools, and equipment to complete in-depth assessments.
- Discarded and rejected products, materials, and equipment not conforming with specifications.
- Documented findings and produced reports to aide management in assessing and correcting quality concerns.
- Identified defects during routine checks.
- Inspected outbound shipments and conducted testing of product quality.
Education
Certified Medical Administrative Assistant -
MedCerts
12.2018 - 05.2019
Dual Enrollment (Sociology And Psychology)
Monroe Community College
Insight School of Michigan
Skills
- Patient & Senior Care Support
- Inbound Call Center Operations
- Care Coordination & Routing
- EPIC EMR & Database Navigation
- HIPAA Compliance & Privacy
- Active Listening & Empathy
- Appointment Scheduling
- Cross-Team Collaboration
Timeline
Service Center Representative
Trinity Health
10.2024 - Current
Fulfillment Center Associate
Amazon
11.2023 - 09.2024
Receptionist and Lab Support
Biolife Plasma Services
07.2023 - 11.2023
Patient Care Coordinator
Ann Arbor Pediatric Dentistry
10.2019 - 05.2023
Recreation Aide
Tropics Recreation Center
01.2019 - 09.2019
Certified Medical Administrative Assistant -
MedCerts
12.2018 - 05.2019
Quality Inspector
Benchmark National Corporation
11.2017 - 12.2018
Dual Enrollment (Sociology And Psychology)
Monroe Community College
Insight School of Michigan