Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Shara Loo

Mesa,AZ

Summary

Knowledgeable and dedicated customer service professional with extensive experience in the healthcare industry. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, speed and process optimization. Articulate, energetic and results-oriented with exemplary passion for developing relationships, cultivating partnerships and growing businesses.

Overview

17
17
years of professional experience
1
1
Certification

Work History

Call Center Representative

Spectrum Healthcare Group
07.2022 - Current
  • Answered a multi-line phone system while utilizing the company’s call management software to determine the caller's needs and route them to the appropriate healthcare location.
  • Answered all calls positively, respectfully, efficiently, and professionally.
  • Responsible for ensuring phone traffic is efficiently managed, including but not limited to, routing calls to the appropriate location, answering questions, updating client information, scheduling appointments, and routing crisis calls.
  • Operated multiple web-based programs simultaneously in a fast-paced environment.
  • Maintained accurate patient/client records and scheduled a variety of different appointments in their EHR (Electronic Health Record) within AMD and NextGen.
  • Performed other duties as assigned and served as a backup to other support positions (Hospital Liaisons, Front Desk, and Billing Department).
  • Utilized Excel to process payments and communicate the information to the Billing Department, enabling them to complete their tasks efficiently. Additionally, I documented each payment in the patient’s chart within NextGen.
  • Created a Physician's key in Excel, including pertinent information such as MAs, office and virtual schedule, and specialties, then shared it with the team to make front desk and call center more efficient.
  • For the Mind 24/7 project, I used Excel to gather reports for each patient, create and update charts to align with the Mind 24/7 reports, and document all changes made for each patient in Excel to submit to my supervisor.
  • Chart documentation recording and accuracy.

Job Descriptions Project (HR)

Northern Arizona Healthcare
01.2018 - 06.2018
  • Engaged with department heads to obtain comprehensive details regarding job descriptions for all positions within each department.
  • Reviewed and edited each job description to align with Human Resources specifications.
  • Coordinated video conferences with each department to secure approval for the revised job descriptions.
  • Entered approved job description information into the frontend and backend of the new software program.
  • Developed a streamlined process for the implementation of the new program.

Discharge Appointment Scheduler

Northern Arizona Healthcare
12.2017 - 01.2018
  • Scheduled patient follow-up appointments, updated discharge records, and accurately charted information in a designated application and a handwritten logbook.

Patient Care Technician

Northern Arizona Healthcare
08.2016 - 12.2017
  • Collected patient vitals, assisted with removing intravenous lines, and provided wound care with the assistance of an RN.
  • Utilized Cerner to document patient vital signs, intake and output, and blood sugar readings.
  • Prepared patient rooms and updated bedding as necessary.
  • Assisted patients with activities of daily living.

Home Health Aide

Angel’s Care Home Health
04.2016 - 07.2016
  • Contacted patients to arrange home visits.
  • Collected and documented patient vital signs.
  • Assisted patients with activities of daily living.
  • Compiled, organized, and submitted patient charts after each week.

Certified Nursing Assistant

Advanced Health Care of Glendale
09.2014 - 11.2015
  • Collected and recorded patient vital signs, supported individuals with activities of daily living, and replenished oxygen tanks.

Certified Nursing Assistant

Infinia at Cottonwood
03.2008 - 05.2009
  • Documented and monitored patient vitals, assisted with daily living activities, and updated bedding as necessary.
  • Facilitated extracurricular activities such as Bingo, crafts, and movies.

Education

Certificate - Medical Billing And Coding

Penn Foster Career School
Scranton, PA

Certificate - Certified Nursing Assistant

Star Canyon School of Nursing
Phoenix, AZ

Associate of Arts -

Mesa Community College
Mesa, AZ

Certificate - Certified Nursing Assistant

Mingus Union High School
Cottonwood, AZ

Skills

  • Data Entry
  • Customer Service
  • Problem Resolution
  • Verbal and written communication
  • Payment Processing
  • Data Collection
  • System Documentation
  • Computer Skills
  • Teamwork and Collaboration
  • Work Prioritization
  • Call Center Operations
  • Call Documentation
  • MS Excel

Certification

  • Certified Nursing Assistant
  • Licensed Aesthetician
  • Certified Laser Technician

Timeline

Call Center Representative

Spectrum Healthcare Group
07.2022 - Current

Job Descriptions Project (HR)

Northern Arizona Healthcare
01.2018 - 06.2018

Discharge Appointment Scheduler

Northern Arizona Healthcare
12.2017 - 01.2018

Patient Care Technician

Northern Arizona Healthcare
08.2016 - 12.2017

Home Health Aide

Angel’s Care Home Health
04.2016 - 07.2016

Certified Nursing Assistant

Advanced Health Care of Glendale
09.2014 - 11.2015

Certified Nursing Assistant

Infinia at Cottonwood
03.2008 - 05.2009

Certificate - Medical Billing And Coding

Penn Foster Career School

Certificate - Certified Nursing Assistant

Star Canyon School of Nursing

Associate of Arts -

Mesa Community College

Certificate - Certified Nursing Assistant

Mingus Union High School

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Shara Loo