Ruth Cushingberry
Hampton,VA
Summary
Adept at leveraging CRM software and building rapport, I significantly enhanced customer satisfaction and team productivity at Life Protect 24/7. My background spans call center operations to clinical assistance, where I applied meticulous attention to detail and a goal-oriented mindset to improve service quality and patient care, demonstrating a versatile skill set and a commitment to excellence. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
15
15
years of professional experience
Work History
Call Center Sales Representative
Life Protect 24/7
Norfolk, VA
08.2023 - Current
- Increased customer satisfaction by efficiently handling inbound and outbound sales calls.
- Navigated multiple software platforms concurrently while engaging customers in conversations, enhancing multitasking skills in a fast-paced environment.
- Developed long-term relationships with customers by providing exceptional service and tailored solutions.
- Enhanced team productivity by collaborating on strategies to improve call center performance metrics.
- Managed escalated calls professionally, resolving complex issues effectively while maintaining rapport with callers.
- Boosted revenue by identifying up-selling and cross-selling opportunities during customer interactions.
- Demonstrated flexibility by adapting to shifting call center priorities and adjusting strategies accordingly for optimal outcomes.
- Strengthened customer loyalty through empathetic listening and understanding individual requirements.
Clinical Assistant
Urology Of Virginia
Suffolk, VA
06.2022 - 03.2023
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Improved patient satisfaction by handling queries and concerns with empathy and professionalism.
- Ensured accurate documentation of vital signs, symptoms, and medical histories for informed decision-making by healthcare providers.
- Able to use EPIC software for patient care responses, medication refills/changes
- Assisted in minor surgical procedures under direct supervision of healthcare providers, ensuring patient safety and comfort.
- Provided compassionate support to patients undergoing challenging treatments or experiencing emotional distress related to their condition.
- Called and faxed pharmacies to submit prescriptions and refills.
- Utilized effective communication and active listening skills when interacting with physicians, nursing staff, and patients.
- Reviewed physician's calendar and scheduled patient appointments by telephone and in-person.
- Documented vital signs and health history for patients in clinic and hospital environments.
- Maintained up-to-date patient records with medical histories and test results.
- Streamlined office procedures by organizing filing systems and updating electronic health records accurately.
- Taught patients about medications, procedures, and care plan instructions.
- Performed medical records management, including filing, organizing and scanning documents.
- Completed EKGs and other tests based on patient presentation in office.
- Liaised with patients and addressed inquiries, appointment requests and billing questions.
- Oriented and trained new staff on proper procedures and policies.
Hospital Corpsman
US Navy
Albany, GA ; Norfolk, VA ; Guantanamo Bay, Cuba
06.2016 - 06.2022
- Maintained detailed records of patients'' medical histories, exam findings, and treatment plans to facilitate efficient communication among healthcare team members.
- Monitored vital signs and documented temperature, pulse and blood pressure to assess patient condition.
- Assisted in medical examinations, treatments and procedures for diverse conditions and patient populations.
- Rendered emergency medical treatment and administered immunization programs.
- Provided emergency medical care and conducted physical exams and interviews to gain medical history and relevant health data.
- Assisted in surgical procedures, maintaining a sterile environment and managing surgical instruments with precision.
- Coordinated inventory management efforts for medical supplies, minimizing waste while ensuring adequate stock levels for seamless operations.
- Streamlined clinic operations by assisting with scheduling appointments, managing patient flow, and coordinating follow-up care as needed.
- Helped with preparation of medical equipment and supplies for use in hospital procedures.
- Provided leadership, delegation, and exceptional medical service in high-pressure situations.
- Assisted in the development of patient care plans, offering valuable input based on clinical observations and expertise.
- Performed phlebotomy services as needed, utilizing proper technique to minimize discomfort and maintain specimen integrity.
- Contributed to medical evacuations and transport of patients to other medical facilities.
- Contributed to the development of new training materials for incoming Hospital Corpsmen, enhancing overall knowledge within the department.
- Educated patients on preventative care measures, promoting overall health and well-being through informed decisionmaking.
- Maintained operational organization by ensuring equipment functionality, inventory levels and employee medical training.
- Administered medications and treatments accurately, ensuring proper dosage and timely administration for optimal results.
- Reduced infection rates by diligently adhering to strict sterilization protocols when handling equipment and preparing patients for procedures.
- Performed basic laboratory tests and collected specimens for further analysis.
- Educated patients and families about health conditions and treatments.
- Conducted patient intake and triage procedures.
- Performed medical tests and collected samples for laboratory analysis.
- Administered CPR, oxygen and other life-saving medical treatments.
- Collaborated with medical doctors and other healthcare professionals.
- Utilized communication devices to maintain contact with supervisors.
- Immobilized patient for placement on stretcher and ambulance transport.
Education
Bachelor of Science - Healthcare Administration
Bryant And Stratton College - Newport News
Newport News, VA04.2025
Associate of Science - Health Sciences
American Public University System
Charles Town, WV08.2022
Skills
- Call Center Customer Service
- Goal-oriented mindset
- Stress Tolerance
- Building rapport
- CRM software knowledge
- Performance Tracking
- Up-selling capabilities
- Quality Assurance
- Outbound and inbound calls
- Customer Service
- Attention to Detail
- Data Entry
- Phone Etiquette
- Appointment Scheduling
- Records Maintenance
- Helpdesk Software
Timeline
Call Center Sales Representative
Life Protect 24/7
08.2023 - Current
Clinical Assistant
Urology Of Virginia
06.2022 - 03.2023
Hospital Corpsman
US Navy
06.2016 - 06.2022
Bachelor of Science - Healthcare Administration
Bryant And Stratton College - Newport News
Associate of Science - Health Sciences
American Public University System