Shandrell Mack
Montgomery,AL
Summary
Personable Front Desk Medical Receptionist skilled at facilitating patient appointments. Delivers top-notch service and support and works well under pressure. Expert in diffusing conflicts and solving patient or staff problems. Hardworking medical administrative professional offers great people skills, organized file management and deep understanding of patient protections. Enhances office operations by staying on top of patient and staff needs. Experience with electronic recordkeeping and insurance documentation.
Overview
15
15
years of professional experience
Work History
PCT Technician
Baptist South Medical Center
Montgomery, AL
03.2022 - 06.2024
- Educated patients on basic health-related topics such as nutrition, hygiene habits.
- Answered call lights promptly and responded appropriately to requests from patients, families, staff members.
- Assisted with lifting patients to move on or off beds, examination tables and surgical tables.
- Performed minor housekeeping tasks to keep patient areas clean and sanitized.
- Assisted with patient transfers from bed to wheelchair or as needed.
- Communicated with patients to determine feelings, need for assistance or social and emotional support.
- Documented information in patient charts and communicated status updates to interdisciplinary care team.
- Planned and served meals and snacks to patients according to prescribed diets.
- Looked for physical, emotional and symptomatic changes in patient condition and obtained necessary care for medical concerns.
- Recorded patient conditions and vital signs before and after medical operations.
- Conducted safety rounds regularly to ensure safe environment for patients.
Server Shift Leader
Hilton Garden Inn and Suites
Montgomery, AL
05.2020 - 01.2022
- Inspected all tables prior to seating guests in order to ensure cleanliness standards were being met.
- Attended meetings to learn and share information and find ways to enhance customer dining experience.
- Performed opening and closing duties such as counting money, cleaning equipment, stocking shelves.
- Enforced safety regulations within the restaurant environment including proper food handling practices and sanitation protocols.
- Stocked service areas with supplies during slow periods.
- Explained menu options to guests, offered suggestions and took orders for food and beverages.
- Filled condiments and napkin containers during slack periods.
- Cleared dishes from tables during and after meal service to maintain clean dining area.
- Trained and acclimated new servers to restaurant's culture and operations.
- Used suggestive selling techniques to entice customers with more expensive or higher-margin items and add-ons.
- Prepared checks, itemizing total meal costs and taxes.
Customer Service Representative
Maxwell Air Force Base
Montgomery, AL
09.2017 - 09.2019
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Informed customers of in-store promotions or pricing specials.
- Answered incoming phone calls from customers regarding product availability or store locations.
- Processed efficient and accurate cash, check, debit and credit card payments using Point-of-Sale system.
- Counted and balanced cashier drawers.
- Answered phone calls to assist customers with questions and orders.
- Bagged, boxed or gift-wrapped sold merchandise per customer's request.
- Maintained clean and orderly checkout areas by sanitizing register belts, emptying trash cans and organizing candy racks.
- Maintained work area and kept cash drawer organized.
- Assisted customers with locating merchandise within the store.
- Processed customer payments quickly and returned exact change and receipts.
- Performed daily opening and closing procedures such as counting money in cash drawers and checking bank deposits against total sales receipts for accuracy.
Medical Receptionist
Family Practice
Montgomery, AL
03.2013 - 11.2016
- Straightened up waiting room to maintain neat and organized space.
- Greeted patients and visitors to answer questions or refer inquiries to appropriate personnel.
- Carried out daily tasks by professionally communicating with physicians, nursing staff, technicians and medical assistants.
- Informed patients of financial responsibilities prior to rendering services.
- Trained new staff on office procedures, insurance processes and medical terminology.
- Called patients to confirm scheduled appointments and obtain additional details.
- Delivered high-quality administrative and customer service to sustain patient and work flows.
- Scheduled and confirmed patient appointments and consultations.
- Answered multi-line phone system and directed callers to requested personnel and departments.
- Managed office phone lines by checking voicemail, returning calls and directing messages to team members.
- Took messages from patients and promptly relayed to appropriate staff.
- Scheduled and followed up on patient appointments, collected and processed patient payments and maintained patient files.
Medical Assistant
Chilton Medical Clinic
Clanton, AL
09.2009 - 08.2012
- Explained treatment procedures and physicians' instructions.
- Measured vital signs and took medical histories to prepare patients for examination.
- Responded to patient callbacks and phone-in prescription refill requests.
- Administered medications under physician's supervision.
- Participated in team meetings to improve workflows and contribute to improving patient population outcomes.
- Collaborated with local pharmacies to resolve and clarify issues with patient medication.
- Documented notes during patient visits.
- Relayed messages from patients to physicians about concerns, condition updates or refill requests to facilitate treatment.
- Secured patient information and maintained patient confidence by completing and safeguarding medical records.
Education
Associate of Science -
Virginia College - Birmingham
Birmingham, AL08-2016
Nursing Assistant -
American Red Cross
Montgomery, AL08-2012
High School Diploma -
Carver Senior High School
Montgomery, AL06-2001
Skills
- Patient Scheduling
- Data Entry
- HIPAA Compliance
- Procedure Assistance
- Medical Terminology
- Patient-Focused Care
- Human Anatomy and Physiology
- Direct Patient Care
- Vital Sign Monitoring
- Patient Bathing
- Compassionate
- Patient Assessments
- Understands Mobility Assistance Needs
- First Aid
- Patient Management
- Understands Medical Procedures
- Patient Feeding
- Specimens Collection and Processing
- CPR
- EKG Set up and Monitoring
- Patient Skin and Nail Care
- Patient Relations
- Patient-Handling Equipment
- Wound Care Specialist
- Customer Service
- Communicating With Patient Families
- Vital Sign Monitors
Timeline
PCT Technician
Baptist South Medical Center
03.2022 - 06.2024
Server Shift Leader
Hilton Garden Inn and Suites
05.2020 - 01.2022
Customer Service Representative
Maxwell Air Force Base
09.2017 - 09.2019
Medical Receptionist
Family Practice
03.2013 - 11.2016
Medical Assistant
Chilton Medical Clinic
09.2009 - 08.2012
Associate of Science -
Virginia College - Birmingham
Nursing Assistant -
American Red Cross
High School Diploma -
Carver Senior High School
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