Shalene Northcraft
Ridgeley,WV
Summary
Dynamic professional with a proven track record at UPMC Western Maryland, excelling in call handling and customer service. Adept at training staff and ensuring compliance through meticulous audits. Recognized for fostering team collaboration and maintaining client confidentiality, consistently enhancing operational efficiency and patient satisfaction.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Patient Family Concierge
UPMC Western Maryland
Cumberland, Maryland
01.2014 - Current
- Entered physician orders into electronic medical records efficiently.
- Answered and redirected telephone calls to appropriate personnel.
- Managed email correspondence to ensure timely responses.
- Greeted patients and visitors with professionalism and warmth.
- Collaborated with medical staff to facilitate patient needs and concerns.
- Directed incoming calls and messages to appropriate staff or residents.
- Maintained a professional presence at the front desk area by adhering to dress code standards.
- Trained new staff members on proper policies and procedures related to customer service delivery.
- Recorded appointment details in Excel spreadsheets for accurate tracking.
- Ordered office supplies to maintain operational readiness.
- Submitted work requests for maintenance and biomedical services.
- Conducted daily and monthly audits to ensure compliance and accuracy.
Community Living Assistant
Ray of Hope, Inc
Cumberland, Maryland
06.2012 - 01.2014
- Aided developmentally disabled individuals in activities of daily living, oversaw medication administration, and coordinated transportation to medical appointments and community events.
- Collaborated with healthcare professionals to coordinate services for residents.
- Monitored client progress and reported changes to the support team.
- Trained new staff on best practices in community living support.
- Maintained accurate documentation of client interactions and services provided.
- Demonstrated effective problem solving skills when faced with challenging situations.
- Monitored client health status, including vital signs, weight, nutrition, hygiene and medication compliance.
- Assisted with meal planning, preparation, shopping and clean up tasks as necessary.
Education
Associates - Business Administration
West Virginia University At Potomac State
Keyser, WV05.2024
General Studies -
Fort Hill High School
Cumberland, MD05.2000
Skills
- Call handling and redirection
- Report generation
- Filing system management
- Office supply ordering
- Visitor assistance
- Appointment scheduling
- Staff training
- Compliance auditing
- Attention to detail
- Time management
- Client confidentiality
- Customer service
- Polite telephone etiquette
- Team collaboration
- Management interaction
- Training and mentoring
- Cultural awareness
- Administrative support
Certification
Basic Life Support, UPMC Western Maryland - American Heart Association, 04/25, 04/27
Languages
- English
- Sign Language
Affiliations
- President of the Cumberland Horseshoe League
References
References available upon request.
Timeline
Patient Family Concierge
UPMC Western Maryland
01.2014 - Current
Community Living Assistant
Ray of Hope, Inc
06.2012 - 01.2014
Associates - Business Administration
West Virginia University At Potomac State
General Studies -
Fort Hill High School
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