Seng Yang
Anchorage,AK
Summary
Experienced detail-oriented Certified Nursing Assistant with successful healthcare experience in a variety of medical settings. Personable and compassionate with superior communication and rapport-building skills. Strong commitment to comprehensive and individualized patient care and education. Liaises with medical professionals, patients, and family to provide continuous top-quality care and education. Delivers excellent communication and task prioritization skills for effective patient care coordination. Proven ability to stay organized and prioritize tasks in fast-paced environment.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Call Center Specialist
Alaska Heart & Vascular Institute
3841 Piper St Ste T-100, Anchorage, AK 99508
07.2024 - Current
- Managed inbound and outbound calls, ensuring seamless communication with patients and healthcare providers.
- Utilized electronic medical record systems to document patient interactions and update relevant information accurately.
- Collaborated with team members to streamline call handling processes, enhancing overall customer satisfaction.
- Trained new staff on call center protocols and effective customer service techniques, fostering team development.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries.
- Mentored new hires on best practices and call center protocols, contributing to their successful integration into the team.
- Promoted a supportive work environment by proactively assisting colleagues with challenging calls when necessary.
- Reduced average call duration, skillfully guiding customers towards optimal solutions in a timely manner.
- Handled sensitive information with discretion, adhering strictly to privacy regulations and company policies.
- Collaborated with cross-functional teams to resolve escalated issues swiftly, resulting in improved client relationships and loyalty.
- Demonstrated exceptional problem-solving skills to effectively handle complex customer issues and concerns.
- Earned recognition as an exemplary performer among peers through consistent delivery of exceptional results across all assigned tasks.
- Provided exceptional customer support during peak periods, helping maintain the highest level of service quality despite increased demand.
- Managed high call volume while maintaining professional composure under pressure, ensuring positive customer interactions.
- Investigated and resolved customer inquiries and complaints quickly.
- Delivered prompt service to prioritize customer needs.
- Maintained accurate records of all customer interactions, fostering data-driven improvements in service quality and efficiency.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Cross-trained and provided backup support for organizational leadership.
Personal Care Assistant
McKinley Services
4010 Mountain View Dr, Anchorage, AK 99508
01.2019 - Current
- Provided personal care and assistance to clients, ensuring comfort and dignity.
- Developed individualized care plans in collaboration with healthcare professionals.
- Monitored client health and reported changes to medical staff promptly.
- Implemented safety protocols to maintain a secure environment for clients.
- Participated in regular training sessions to stay updated on care techniques and regulations.
- Provided compassionate and patient-focused care to cultivate well-being.
PBX Operator
Alaska Regional Hospital
2801 Debarr Rd, Anchorage, AK 99508
10.2022 - 03.2026
- Operated PBX system to manage incoming and outgoing calls efficiently.
- Assisted medical staff by routing calls to appropriate departments promptly.
- Maintained communication logs to ensure accurate message delivery and follow-up.
- Trained new operators on PBX functionalities and hospital protocols effectively.
- Coordinated with emergency services to facilitate urgent communications seamlessly.
- Maintained a high level of professionalism while assisting callers in various situations, including emergencies and complaints.
- Received incoming calls and paged individuals and departments over PA system.
Patient Care Technician
Alaska Regional Hospital
2801 Debarr Rd, Anchorage, AK 99508
12.2020 - 03.2026
- Monitored patient vital signs and reported changes to nursing staff.
- Assisted with daily living activities to enhance patient comfort and mobility.
- Maintained cleanliness of patient areas, ensuring compliance with safety standards.
- Documented patient care activities in electronic health records accurately and promptly.
- Assisted nurses with essential tasks, streamlining workflow and increasing efficiency in the healthcare setting.
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Mentored junior technicians, fostering a supportive learning environment for skill development.
- Monitored vital signs and reported changes to nursing staff, ensuring timely medical interventions when necessary.
Case Management Assistant
Alaska Regional Hospital
2801 Debarr Rd, Anchorage, AK 99508
04.2023 - 09.2023
- Assisted in developing individualized care plans, addressing patient needs effectively.
- Managed patient records using electronic health record systems for accuracy and compliance.
- Facilitated referrals to appropriate services, enhancing patient access to necessary resources.
- Provided support to social service clients in navigating available resources.
- Facilitated communication between clients and other service providers.
- Developed and maintained relationships with community organizations and agencies.
- Supported interdisciplinary team meetings to create comprehensive case plans tailored to individual needs.
- Worked with homeless, diverse and low-income populations to assist in coping with mental health, substance abuse and recovery issues.
Certified Nurse Assistant
Alaska Surgery Center
1230 Northway Dr, Anchorage, AK 99508
09.2020 - 12.2020
- Monitored vital signs and reported changes to nursing staff promptly.
- Maintained cleanliness and organization of patient care areas.
- Collaborated with healthcare team to develop patient care plans.
- Upheld infection control and prevention policies across different patient-facing areas.
- Prevented cross-contamination by cleaning and sterilizing equipment.
Certified Nurse Assistant
Providence Extended Care
920 Compassion Cir, Anchorage, AK 99504
10.2018 - 10.2019
- Assisted patients with daily living activities, ensuring comfort and safety.
- Monitored vital signs and reported changes to nursing staff promptly.
- Maintained cleanliness and organization of patient care areas.
- Collaborated with healthcare team to develop patient care plans.
- Mentored new staff in best practices for patient assistance techniques.
- Improved patient satisfaction by providing compassionate and attentive care.
- Participated in regular interdisciplinary meetings to discuss individual patient care plans, offering suggestions for improvement based on clinical observations.
- Maintained detailed patient records to facilitate accurate documentation and timely communication among healthcare professionals.
- Implemented customized care plans for patients with diverse needs, resulting in better overall health management.
- Continuously updated knowledge of best practices in CNA procedures through ongoing education courses, ensuring exceptional levels of care.
- Promoted a safe and comfortable environment for patients by adhering to infection control protocols and maintaining cleanliness standards.
- Served as a mentor for new CNAs during their orientation period, sharing valuable insights from personal experience while fostering teamwork within the unit.
- Provided care to patients throughout lifespan with consideration of aging processes, human development stages and culture.
Personal Care Assistant
U-Care Services, LLC
322 Muldoon Rd, Anchorage, AK 99504
03.2016 - 01.2019
- Provided personal care and assistance to clients, ensuring comfort and dignity.
- Developed individualized care plans in collaboration with healthcare professionals.
- Monitored client health and reported changes to medical staff promptly.
- Implemented safety protocols to maintain a secure environment for clients.
- Participated in regular training sessions to stay updated on care techniques and regulations.
- Provided compassionate and patient-focused care to cultivate well-being.
Education
Certificate - Licensed Practical Nursing
Alaska Pacific University
4101 University Dr, Anchorage, AK 9950804-2026
Certificate - Certified Nurse Assistant
Caregiver Training Academy
203 W 15th Ave, Anchorage, AK 9950105-2018
High School Diploma -
Bartlett High School
1101 Golden Bear Drive, Anchorage, AK 9950405-2015
Skills
Compassionate caregiver
Holistic & culturally safe patient-centered care
Vital signs monitoring / recording
Inpatient / outpatient care
EMR / EHR
Medical terminology
Family support and assistance
Willingness to learn
Teamwork and collaboration
Time management
Complex problem-solving / critical thinking
Attention to detail & problem-solving abilities
Multitasking abilities & organization
Adaptable under pressure
Verbal & written communication skills
Dependable and responsible
Customer service support & quality assurance
Documentation and reporting
Call center operations
Calm and professional under pressure
Active listening / effective communication
Adaptability and flexibility
Strong telephone etiquette
Telecommunications
Recordkeeping
Paging systems
Certification
- CNA - Certified Nurse Assistant
- American Heart Association - Basic Life Support Provider
- American Red Cross Adult and Pediatric First Aid/CPR/AED
Languages
Hmong
Native or Bilingual
English
Native or Bilingual
Timeline
Call Center Specialist
Alaska Heart & Vascular Institute
07.2024 - Current
Case Management Assistant
Alaska Regional Hospital
04.2023 - 09.2023
PBX Operator
Alaska Regional Hospital
10.2022 - 03.2026
Patient Care Technician
Alaska Regional Hospital
12.2020 - 03.2026
Certified Nurse Assistant
Alaska Surgery Center
09.2020 - 12.2020
Personal Care Assistant
McKinley Services
01.2019 - Current
Certified Nurse Assistant
Providence Extended Care
10.2018 - 10.2019
Personal Care Assistant
U-Care Services, LLC
03.2016 - 01.2019
Certificate - Licensed Practical Nursing
Alaska Pacific University
Certificate - Certified Nurse Assistant
Caregiver Training Academy
High School Diploma -
Bartlett High School