Shametrice Carter
Hephzibah,GA
Summary
Goal-driven and versatile administrative professional with a strong aptitude for effective communication in diverse customer-centric business environments. With over 8 years of customer service experience in sales and healthcare, as well as 7 years of providing direct care to individuals in a mental health facility. Thrives in fast-paced environments, excelling at multitasking and prioritizing tasks. Proficient in operating X-ray and Cardiovascular equipment, with extensive experience working with various electronic filing systems. Demonstrated ability to perform both administrative and clinical tasks in medical office or clinic settings.
Overview
21
21
years of professional experience
Work History
CCMA
Children’s Hospital of Georgia
Augusta, Ga
03.2023 - Current
- Worked well in a team setting, providing support and guidance.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Passionate about learning and committed to continual improvement.
- Worked flexible hours across night, weekend, and holiday shifts.
- Managed time efficiently in order to complete all tasks within deadlines.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Assisted patients with activities of daily living, promoting independence and dignity.
- Ensured continuity of care through effective handover communication between shifts, detailing critical information about each patient''s current status, recent changes in condition or treatment plans that may require special attention from incoming staff members taking over responsibility for their care upon arrival at work each day.
- Provided emotional support to patients and their families during times of stress or illness, fostering a positive healing environment.
- Agreed to take on additional shifts and extra hours during busy periods and holidays to maintain proper staffing and floor coverage.
- Helped patients effectively manage routine bathing, grooming, and other hygiene needs.
- Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
- Documented patient information and care activities in electronic health record.
- Helped patients with self-feeding and assisted feeding, based on individual needs.
- Delivered high-quality care to adolescent patients in hospital facility.
CCMA
Augusta OB/GYN Specialists
Augusta, GA
08.2022 - 02.2023
- Self-motivated, with a strong sense of personal responsibility.
- Worked effectively in fast-paced environments.
- Skilled at working independently and collaboratively in a team environment.
- Proven ability to learn quickly and adapt to new situations.
- Excellent communication skills, both verbal and written.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Performed medical records management, including filing, organizing and scanning documents.
- Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
- Facilitated seamless patient care with thorough and accurate documentation of medical histories, vital signs, and medications.
- Boosted patient satisfaction by providing compassionate care and promptly addressing needs during visits.
- Optimized appointment scheduling processes to minimize conflicts and maximize physician availability for patients.
Customer Service Representative
Convergent Outsource
Augusta, GA
05.2021 - 08.2022
- Delivers primary customer care to internal and external customers within a fast-paced environment aligned with company policies.
- Resolves customer concerns and addresses customer needs by utilizing forward-thinking strategies to maintain satisfaction.
- Liaises with outside parties, customers, sales team, and senior management to improve understanding of customer needs, resolve discrepancies, and recommend suitable solutions.
- Responds to customers telephonically and directs incoming calls while ensuring reduced wait times.
- Advises customers on Sprint’s charge card and loyalty program to encourage excitement about company mission and values.
- Generates and activates new customer accounts.
- Increases sales and secures repeat customers by cultivating customer loyalty.
- Reduced customer cancellations by 90% by suggesting a new procedure to retain customers.
- Designed and spearheaded staff training programs.
Medical Assistant Extern
Perfect Health
Evans, GA
06.2022 - 08.2022
- Performed front office and back office duties. Interviewed patients to document their medical history and vital statistics, in addition to test results in an Electronic Medical Record (EMR).
- Prepared treatment rooms and assisted the physician with exams and test.
- Escorted patients to the treatment rooms, demonstrating exceptional customer service.
- Accurately administered medication and injections per provider orders.
- Properly utilized office and medical equipment (EKG, blood pressure cuff, etc. )
- Adhered to HIPAA and maintained patient confidentiality.
- Communicated effectively with patients in person and by telephone.
- Screened, prioritized and returned patient calls.
- Relayed messages from patients to physicians.
- Scheduled appointments for patients via phone and in person.
- Assisted in verifying insurance and eligibility.
- Reacted calmly and effectively in emergency situations, and added the personal, caring touch that immediately put patients at ease.
- Collected and labeled specimens.
Customer Support Team Leader (Well Care)
Teleperformance
Augusta, GA
07.2015 - 05.2021
- Communicated clear service expectations and quality goals to team members while boosting team morale and performance.
- Advised and offered knowledgeable and educated responses to diverse customer inquiries by implementing in-depth understanding of CDC guidelines and product and service information.
- Assessed customer information for issues and developed potential solutions while providing high-quality service.
- Liaised with vendors regarding order availability and generated orders for new and existing customers.
- Served as leading representative of the financial team and coordinated customer service responses for high-value customers.
- Verified insurance claims and conducted customer follow-ups via phone and email to schedule services and obtain payments.
- Consulted customers on concerns with services and products while resolving issues and driving sales.
- Achieved 100% for resolving client conflicts on key accounts while answering an average of 95 calls per day.
- Served as a team leader with 8 team members.
Health Services Technician
Georgia Regional Hospital
Augusta, GA
11.2008 - 05.2015
- Retrieved patients’ vitals and collected specimens.
- Responded to incoming calls and provided assistance in the administration of treatment and medication.
- Observed patient data, activity, and behavior. Assisted patients with ambulation, moving around, and exercising.
- Monitored patient safety and security and ensured maintenance of facilities, equipment, and examination rooms.
Customer Service Representative
SITEL
Hephzibah, GA
08.2004 - 10.2008
- Provided highly skilled assistance and first-rate customer service to more than 65 customers daily to maximize business success and customer satisfaction in a dynamic and high-volume environment.
- Liaised with the shipping department staff to facilitate efficient return of materials to correct vendors.
- Advised customers on promotions to enhance sales while maintaining customer satisfaction by utilizing forward thinking-strategies, addressing customer needs, and resolving concerns.
- Coordinated technician repair appointments at the customer’s request.
- Assisted with new employee training and participated in cross-training with other departments.
- Directed customers to relevant departments for additional support.
- Boosted customer satisfaction ratings by resolving onsite, technical, and account issues efficiently.
- Exceeded performance goals by implementing skilled organization, resourcefulness, and customer-centric solutions.
- Achieved the highest Quality Assurance Rate.
Education
Medical Clinical Assistant -
Miller-Motte College of Augusta
Augusta, GA08.2022
High School Diploma - Honor Graduate
Cross Creek High School
Augusta, GA05.2004
Skills
- Medical Terminology
- Vital Signs
- Patient Access
- Injections
- Venipuncture
- Wound Management
- Explaining Treatment and Procedures to Patients
- Collecting Specimens
- Perform Basic Lab Test
- CPR & First Aid
- Medical Coding (ICD-10, CPT)
- Infection Control
- Data Entry
- Diagnostic Testing
- Procurement/Inventory Control/Ordering Medical Supplies
- Effective Communication
- Time Management
Timeline
CCMA
Children’s Hospital of Georgia
03.2023 - Current
CCMA
Augusta OB/GYN Specialists
08.2022 - 02.2023
Medical Assistant Extern
Perfect Health
06.2022 - 08.2022
Customer Service Representative
Convergent Outsource
05.2021 - 08.2022
Customer Support Team Leader (Well Care)
Teleperformance
07.2015 - 05.2021
Health Services Technician
Georgia Regional Hospital
11.2008 - 05.2015
Customer Service Representative
SITEL
08.2004 - 10.2008
Medical Clinical Assistant -
Miller-Motte College of Augusta
High School Diploma - Honor Graduate
Cross Creek High School