Shawanna Barnett
Bishop,GA
Summary
Dedicated Call Operations Specialist with strong communication and problem-solving skills. Proven ability to manage call operations efficiently, enhance patient care, and train new staff to improve service delivery.
Overview
16
16
years of professional experience
3
3
Certifications
Work History
Call Operations Specialist
Piedmont Athens Regional Medical Center
Athens, GA
12.2022 - Current
- Communicated effectively with various departments to ensure seamless operations.
- Managed incoming calls and addressed customer inquiries effectively.
- Collaborated with team members to resolve complex customer issues swiftly.
- Maintained call logs and reports for quality assurance purposes consistently.
- Trained new operators on call handling procedures and systems usage.
- Monitored call queues to ensure timely response to all customer requests.
- Received phone calls to assist customers in scheduling, rescheduling or canceling appointments.
- Operated call center telephone console to answer incoming calls and direct them to appropriate personnel.
- Identified needs of customers promptly and efficiently.
- Assisted with customer requests and answered questions to improve satisfaction.
- Operated multi-line telephone system to manage incoming calls efficiently.
- Trained new staff on PBX system functionality and procedures.
- Troubleshot basic technical issues related to phone systems and reported any major problems immediately.
- Recorded messages from callers and relayed them to the appropriate personnel in a timely manner.
- Answered calls with friendly and polite approach to engage callers and deliver exceptional customer service.
- Assisted external callers with department directory information as needed.
Phlebotomist
Biomat U S A
Athens, GA
09.2019 - 12.2022
- Collected blood samples from patients using proper phlebotomy techniques.
- Ensured adherence to safety protocols and infection control measures.
- Prepared specimens for laboratory analysis and processing.
- Assisted patients in understanding the blood draw procedure and addressing concerns.
- Maintained accurate records of patient information and sample collection data.
- Collaborated with healthcare staff to ensure smooth workflow in the lab area.
- Maintained a clean, safe, and organized work environment.
- Located veins suitable for puncture to draw blood using sterilized needles, vials and other equipment.
- Provided excellent customer service while interacting with patients.
- Maintained fully-stocked phlebotomy cart, carrier and station.
- Assisted in the training of new phlebotomists.
- Processed samples accurately and efficiently.
- Documented patient information into electronic medical records system.
- Verified collection orders and communicated discrepancies to nurses.
- Recorded all test results accurately into the laboratory computer system.
- Performed quality control tests on laboratory equipment and supplies to ensure accuracy of results.
- Cleaned and sterilized lab area, tools and equipment.
- Followed standard precautions using personal protective equipment as required.
- Assessed, monitored and documented vital signs for patients.
- Collected blood samples using venipuncture and capillary techniques.
- Ensured patient comfort and safety during blood draw procedures.
- Adhered to infection control standards and safety regulations consistently.
- Followed standard precautions while performing venipunctures.
Certified Nursing Assistant
High Shoals Health and Rehab
Bisop, GA
03.2012 - 01.2021
- Provided patient care and assistance with daily living activities.
- Monitored vital signs and reported changes to nursing staff promptly.
- Assisted in mobility and transportation of patients within the facility.
- Maintained cleanliness and organization of patient rooms and common areas.
- Documented patient information accurately in electronic health records.
- Collaborated with healthcare team to develop individualized care plans.
- Answered call lights promptly and responded to patient needs accordingly.
- Monitored vital signs including blood pressure, pulse rate, respiration rate.
- Served meals to patients in their rooms and assisted with feeding when needed.
- Assisted patients with shaving, bathing, and oral hygiene to promote healthy habits and overall wellness.
- Turned and repositioned residents using proper body mechanics to prevent pressure ulcers.
- Assisted with ambulation of patients utilizing appropriate equipment safely.
- Helped residents walk with or without self-help devices.
- Performed housekeeping duties such as changing linens and cleaning bathrooms when necessary.
- Maintained accurate, timely flow of information by completing thorough patient records and updating healthcare team on patient status.
- Supported non-ambulatory residents in range of motion exercises.
- Measured and recorded food and liquid intake and output, reporting changes to medical or nursing staff.
- Safeguarded patient privacy with strict adherence to HIPAA protocols.
Direct Support Professional
Hope Haven
Athens, GA
09.2009 - 04.2012
- Supported individuals with disabilities in daily living activities and personal care.
- Assisted clients in developing social skills and building relationships.
- Coordinated recreational activities to promote engagement and enjoyment.
- Monitored client health and reported changes to healthcare professionals.
- Maintained accurate documentation of client progress and incidents.
- Collaborated with family members to create personalized care plans.
- Implemented safety protocols to ensure a secure environment for clients.
- Monitored individuals' behaviors, documented observations, reported any changes or concerns to supervisor.
- Provided direct care to individuals with intellectual and developmental disabilities, fostering activities of daily living.
- Provided assistance to individuals with daily activities such as personal care, meal preparation and medication reminders.
- Accompanied individuals on outings to promote independence and integration into the community.
- Maintained clean and well-organized environment for client happiness and safety.
- Followed care plan and directions to administer medications.
- Assisted individuals in learning and developing new skills.
- Used approved crisis intervention techniques in emergency situations.
- Encouraged positive behavior through modeling appropriate responses and reinforcing desired behaviors.
- Documented current patient information to update vital signs, behaviors, and eating habits.
- Reported changes in client condition to administrators, facilitating nursing intervention.
- Tracked and reported clients' progress based on observations and conversations.
- Facilitated social interactions between participants and their peers in the community.
- Assisted clients with maintaining good personal hygiene.
- Planned and prepared healthy meals and snacks for clients and provided assistance with eating when necessary.
- Built strong and trusting rapport with clients and loved ones.
Education
Phlebotomy
New Horizon Medical
Winder, GA07-2015
High School Diploma -
Clarke Central High School
Athens, GA07-2004
Skills
- Call management
- Call reporting
- Customer service
- Technical troubleshooting
- Training and onboarding
- Communication skills
- Problem solving
- Documentation accuracy
- Attention to detail
- Active listening
- Process documentation
- Decision-making
- Patient care
- Vital signs monitoring
- Infection control
- Electronic health records
- Blood sample collection
- Record keeping
- Team communication
- Conflict resolution
- Empathy in care
- Inpatient care
- Reliable team player
- Electronic charting
- Condition monitoring
- Urinary catheter care
- Blood glucose testing
- Light housekeeping
- HIPAA compliance
- Quick problem solver
- Dressing assistance
- Tracheostomy care
- Respiratory equipment training
- Infection control procedures
- Compassionate caregiver
- Patient-focused care
- Documentation expert
- Intake recording
- Medication administration
- Behavioral monitoring
- Empathetic listening
- Therapeutic instruction
- Adaptability and flexibility
- Community activities
Certification
Certified Nursing Assistant
Timeline
Call Operations Specialist
Piedmont Athens Regional Medical Center
12.2022 - Current
Phlebotomist
Biomat U S A
09.2019 - 12.2022
Certified Nursing Assistant
High Shoals Health and Rehab
03.2012 - 01.2021
Direct Support Professional
Hope Haven
09.2009 - 04.2012
Phlebotomy
New Horizon Medical
High School Diploma -
Clarke Central High School