Rushia Mullens
Goochland,VA
Summary
Compassionate professional in healthcare patient relations, known for high productivity and efficient task completion. Possess specialized skills in conflict resolution, patient advocacy, and health information privacy practices. Excel at communication, empathy, and problem-solving to enhance patient satisfaction and support healthcare objectives.
Overview
12
12
years of professional experience
Work History
Fiber Optic Splicer
River City Construction, INC.
Washington, NC
01.2023 - 01.2025
- Performed troubleshooting and repair of fiber optic networks including OTDR testing.
- Performed splicing, bonding, grounding and terminations of cables.
- Identified potential safety hazards associated with fiber optic installations.
- Used tools, equipment, and instruments safely to avoid mishaps.
- Installed, tested and maintained fiber optic cables in both aerial and underground environments.
- Constructed cases to surround and protect splices.
- Maintained records of splice closures, termination boxes, patch panels.
- Developed strategies for improving overall efficiency of fiber optics operations.
- Conducted optical loss measurements on each splice or connector to ensure performance requirements were met.
Patient Service Representative
Bon Secours
Henrico, VA
06.2019 - 06.2020
- Verified demographics and insurance information to register patients in computer system.
- Prepared daily reports on registration activities, highlighting areas for improvement.
- Answered patient questions and fielded complaints to resolve issues.
- Processed referrals from primary care physicians to specialists for further treatment or evaluation.
- Adhered to HIPAA regulations when handling confidential patient information.
- Drafted educational brochures and informative newsletters for patients and staff.
- Maintained a clean and organized reception area.
- Informed patients about payment options, billing policies, and procedures related to their visit or procedure.
- Received patient inquiries or complaints and directed to appropriate medical staff members.
- Reviewed patient accounts for accuracy on a regular basis.
- Sorted and distributed incoming mail daily.
- Scanned documents into electronic health record system as needed.
- Assisted with the completion of medical forms and records.
- Processed patient co-pays, deductibles, and other payments, ensuring accurate financial records.
Customer Service Manager
Hobby Lobby
Henrico, VA
08.2012 - 08.2015
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Reduced customer complaints, proactively addressing issues and implementing effective solutions.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Assisted with pricing questions, inventory availability and changes to existing order and shipping information.
- Increased team productivity by providing ongoing training and support to customer service representatives.
- Boosted customer retention rates through exceptional problem-solving skills and relationship-building efforts.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Education
High School Diploma -
Penn Foster Career School
Scranton, PASome College (No Degree) - Nursing
J Sergeant Reynolds
Richmond, VASome College (No Degree) - Dental Assisting
Melissa Hitt
Powhatan, VASkills
- Patient greeting
- Insurance verifying
- Medical filing
- Appointment confirmation
- Check-in coordination
- Insurance verification
- Phone etiquette
- Payment collection
- Appointment scheduling
- Workflow optimization
- Customer service
- Appointment reminders
- HIPAA compliance
- Medical terminology
- Medical insurance
Timeline
Fiber Optic Splicer
River City Construction, INC.
01.2023 - 01.2025
Patient Service Representative
Bon Secours
06.2019 - 06.2020
Customer Service Manager
Hobby Lobby
08.2012 - 08.2015
High School Diploma -
Penn Foster Career School
Some College (No Degree) - Nursing
J Sergeant Reynolds
Some College (No Degree) - Dental Assisting
Melissa Hitt