Summary
Overview
Work History
Education
Skills
Timeline
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Shauntia Hicks

Shauntia Hicks

Buffalo,NY

Summary

Shauntia is a Reliable Medical Support professional with 13 years of experience in healthcare environment and customer service. Expertly assist with office operations and physician support by gathering patient information, vitals and specimen collection . Cheerful during each patient interaction to improve satisfaction ratings and patient retention.

Overview

18
18
years of professional experience

Work History

Medical Assistant

Neighbourhood Healthcare
08.2021 - 08.2022
  • Taking vitals and room patients
  • Cleaning rooms
  • Grooming the patients
  • Change bed sheets
  • Data entry
  • Performing test needed
  • Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
  • Obtained client medical history, medication information, symptoms, and allergies.
  • Collected and documented patient medical information such as blood pressure and weight.
  • Documented vital signs and health history for patients in clinic and hospital environments.
  • Scheduled appointments, registered patients, and distributed sample pharmaceuticals as prescribed.
  • Assisted with routine checks and diagnostic testing by collecting and processing specimens.
  • Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
  • Completed clinical procedures and gathered patient data for interpretation by physician.
  • Obtained and documented patient medical history, vital signs and current complaints at intake.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Completed EKGs and other tests based on patient presentation in office.
  • Prepared lab specimens for diagnostic evaluation.
  • Explained procedures to patients to reduce anxieties and increase patient cooperation.
  • Oriented and trained new staff on proper procedures and policies.
  • Measured patient pulse oximetry.
  • Updated inventory, expiration and vaccine logs to maintain current tracking documentation.
  • Performed medical records management, including filing, organizing and scanning documents.
  • Sanitized, restocked, and organized exam rooms and medical equipment.
  • Measured patient spirometry.

CERTIFIED NURSING ASSISTANT

Terrace View LTC
10.2008 - 06.2020
  • Recording vitals, Intake, and Out put
  • Serve meals, make beds, keep area clean and safe
  • Answering call bells for help and observing changes in a patient’s condition or behaviour
  • Helping residents with ADL’s
  • Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
  • Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
  • Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
  • Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
  • Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
  • Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
  • Cared for residents in assisted living facility and delivered high-quality support to meet needs.
  • Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
  • Helped clean and prepare patient consultation rooms to maintain hygiene standards
  • Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment.
  • Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
  • Oversaw and maintained patients' rooms, group living areas, and nurse stations.
  • Supported ambulation and physical therapy needs by conducting planned exercise routines.
  • Evaluated patients to identify and address wounds, behavioral concerns, and medically relevant symptoms.
  • Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
  • 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.
  • Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
  • Facilitated personal hygiene management, feeding and ambulation.
  • Maintained patient stability by checking vital signs and weight and recording intake and outtake information.
  • Responded to patient requests for supplies and personal comfort items such as extra blankets.
  • Helped patients complete range of motion exercises to prevent loss of function during care.
  • Upheld infection control and prevention policies across different patient-facing areas.
  • Reduced risks of patient infection and cross-contamination by cleaning and sterilizing equipment.
  • Transported patients between rooms and appointments or testing locations.
  • Provided care to patients throughout lifespan with consideration of aging processes, human development stages and culture.
  • Observed patients under care conditions to help identify symptoms, responses to treatments and progress with goals.
  • Followed directions of licensed nurses to administer medications and treatments.
  • Supported needs of Number+ residents under long-term care.
  • Delivered high-quality care to Type patients in hospital facility.
  • Monitored patient specimen samples and test results to effectively alert supervisors of potentially unhealthy changes.

Certified Nursing Assistant

Favorite Healthcare Agency
10.2022 - 09.2023
  • Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
  • Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
  • Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
  • Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
  • Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
  • Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
  • Cared for residents in assisted living facility and delivered high-quality support to meet needs.
  • Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
  • Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
  • Oversaw and maintained patients' rooms, group living areas, and nurse stations.
  • Supported ambulation and physical therapy needs by conducting planned exercise routines.
  • Evaluated patients to identify and address wounds, behavioral concerns, and medically relevant symptoms.
  • Completed activities of daily living for patients unable to self-care, and assisted those with limited mobility in completing tasks.
  • 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.
  • Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
  • Facilitated personal hygiene management, feeding and ambulation.
  • Responded to patient requests for supplies and personal comfort items such as extra blankets.
  • Helped patients complete range of motion exercises to prevent loss of function during care.
  • Upheld infection control and prevention policies across different patient-facing areas.
  • Reduced risks of patient infection and cross-contamination by cleaning and sterilizing equipment.
  • Transported patients between rooms and appointments or testing locations.
  • Provided care to patients throughout lifespan with consideration of aging processes, human development stages and culture.
  • Supported needs of Number+ residents under long-term care.

Customer Service Representative

Navient Corporation. Pioneer Credit Recovery, Inc
05.2021 - 07.2021
  • Customer service and navigation through systems for NYS DOL
  • Provided assistance to clients
  • Assisted customers with questions
  • Interacted with customers through live chat
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Handled customer inquiries and suggestions courteously and professionally.
  • Answered constant flow of customer calls with minimal wait times.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Updated account information to maintain customer records.
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Offered advice and assistance to customers, paying attention to special needs or wants.
  • Responded to customer requests for products, services, and company information.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Processed customer service orders promptly to increase customer satisfaction.
  • Participated in team meetings and training sessions to stay informed about product updates and changes.
  • Provided primary customer support to internal and external customers.
  • Utilized customer service software to manage interactions and track customer satisfaction.
  • Tracked customer service cases and updated service software with customer information.
  • Developed customer service policies and procedures to meet and exceed industry service standards.
  • Analyzed customer service trends to discover areas of opportunity and provide feedback to management.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Exhibited high energy and professionalism when dealing with clients and staff.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Responded to customer requests, offering excellent support and tailored recommendations to address needs.
  • Delivered prompt service to prioritize customer needs.
  • Maintained up-to-date knowledge of product and service changes.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Educated customers about billing, payment processing and support policies and procedures.
  • Responded proactively and positively to rapid change.
  • Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
  • Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
  • Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.

CERTIFIED NURSING ASSISTANT

Harris Hill LTC
04.2007 - 10.2008
  • Recording vitals, Intake, and Out put
  • Serve meals, make beds, and keep area clean and safe
  • Answering call bells for help and observing changes in a patient’s condition or behaviour
  • Helping residents with AD'S

Crew Trainer

Charley's Grilled Subs
02.2006 - 12.2006
  • Assisting customers with placing orders Grilling meat and vegetables frying French fries
  • Cleaning wiping down areas sweeping and mopping floors running the drawers
  • Assistant co manager
  • Handle cash, train other crew members, clean, cook and be in charge of the team
  • Trained other employees in customer service, food safety, and performance requirements.
  • Set positive example for team members by providing high-quality, efficient service.
  • Taught new team members correct procedures for all areas of operations.
  • Greeted customers with smile and provided friendly service to professionally handle every need.
  • Mentored junior employees to improve performance, food safety, and customer service.
  • Studied crew members during work shift to provide feedback and guidance in improving performance.
  • Maintained current knowledge of all team position requirements.
  • Delivered in-depth training to workers in food preparation and customer-facing roles to promote strong team performance.
  • Analyzed training requirements of crew members to identify areas for improvement, bridge gap and provide resources.
  • Provided coaching and mentoring to employees.
  • Trained and mentored Number new personnel hired to fulfill various roles.
  • Established and maintained quality control standards.

Education

Medical Office Assistant Diploma - Medical Administrative Assistant

Bryant and Stratton College
Buffalo, NY

CERTIFICATION in CERTIFIED NURSING ASSISTANT -

High School Diploma -

UB Equal Opportunity Center
Buffalo, NY

CNA -

Bennett High School
Buffalo, NY

Skills

  • Direct Patient Care
  • Catheter Change and Preparation
  • Case Management
  • Clinical Applications
  • Grooming and Bathing Assistance
  • Charting Expertise
  • Patient Toileting
  • Sterile Procedures and Techniques
  • Customer Service
  • Patient Skin and Nail Care
  • Assisting with Physical Exams
  • Wound Care and Irrigation
  • Pulmonary Function Tests (PFTs)
  • EMR Systems
  • Restocking Lab Supplies
  • Human Anatomy and Physiology
  • Patient Feeding
  • Electrocardiographic Rhythm Recognition
  • Specimen Collection

Timeline

Certified Nursing Assistant

Favorite Healthcare Agency
10.2022 - 09.2023

Medical Assistant

Neighbourhood Healthcare
08.2021 - 08.2022

Customer Service Representative

Navient Corporation. Pioneer Credit Recovery, Inc
05.2021 - 07.2021

CERTIFIED NURSING ASSISTANT

Terrace View LTC
10.2008 - 06.2020

CERTIFIED NURSING ASSISTANT

Harris Hill LTC
04.2007 - 10.2008

Crew Trainer

Charley's Grilled Subs
02.2006 - 12.2006

Medical Office Assistant Diploma - Medical Administrative Assistant

Bryant and Stratton College

CERTIFICATION in CERTIFIED NURSING ASSISTANT -

High School Diploma -

UB Equal Opportunity Center

CNA -

Bennett High School

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Shauntia Hicks