Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Shiana Dilliner

'Ewa Beach,HI

Summary

Detail-oriented and highly organized professional with proven experience in customer service and medical assistance. Adept at managing administrative tasks, scheduling, and maintaining accurate records in fast-paced environments. Exceptional interpersonal and communication skills with a strong ability to handle sensitive information confidentially. Skilled in coordinating with diverse teams, resolving client concerns efficiently, and supporting office operations to enhance productivity. Committed to delivering excellent service and ensuring smooth administrative workflows.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Apria Healthcare
09.2022 - Current
  • Coordinated medical supply orders for patients and scheduled necessary equipment deliveries and pick ups to ensure timely and accurate service.
  • Operated and maintained a high-traffic phone system, prioritizing calls and providing excellent patient service.
  • Handled patient complaints and inquires in a courteous and efficient manner.
  • Ensured all required documentation, insurance verifications and prior authorizations were current and accurate to support timely and efficient patient care.
  • Developed strong patient relationships and loyalty through effective communication.

Medical Assistant

Hawaii Pacific Health
12.2020 - 05.2021
  • Provided compassionate healthcare support to patients, greeting in professional manner and guiding to exam rooms or corresponding department.
  • Utilized EMR(EPIC) for scheduling appointments, accurate patient documentation and maintaining compliance with healthcare regulations.
  • Equipped and maintained rooms with all necessary equipment by ensuring optimal level of inventory, including medical and office supplies.
  • Managed high volume of inbound and outbound calls with professionalism and efficiency.
  • Recognized fir delivering medical support to physician, scheduling appointments, ordering supplies, answering calls, preparing patients for exam, and implementing care plans as the only employee in office.

Medical Assistant

Complete Dermatology
08.2015 - 09.2019
  • Verified information, recorded medical history and confirmed purpose of visit through patients' engagement.
  • Supported physician in minor procedures and documentation of care plan, organizing overall aspects of patient care as per timeline.
  • Provided support on phone lines as needed, addressing patient inquiries and delivering test results with accuracy, confidentiality and professionalism.
  • Provided new Educated new hires and externs with in-depth knowledge of office protocol and procedures through training and development.
  • Managed and processed medical records requests from patients and healthcare providers in accordance with HIPPA regulations and organizational policies.
  • Secured managerial position offer for exhibiting exceptional leadership skills.

Education

Hawai'i Medical College
Honolulu, HI
06-2015

Skills

    Customer Service:

  • Experienced in delivering excellent customer support with strong communication, problem-solving, and interpersonal skills

    • Call Center Experience:

  • Skilled in managing high-volume customer interactions in fast-paced call center environments Proficient in handling inbound and outbound calls, resolving issues efficiently, and maintaining a high level of professionalism Experienced in multiple EMR and phone systems

    Active Listening:

  • Strong active listening skills with the ability to fully understand customer needs, ask relevant questions, and respond thoughtfully Helps build trust, resolve concerns efficiently, and enhance customer satisfaction through empathetic and attentive interactions

    • Scheduling:

  • Proficient in managing and coordinating schedules, appointments, and calendars with accuracy and efficiency Skilled in using scheduling tools and software to optimize time management, avoid conflicts, and ensure smooth daily operations

Certification

NHA Clinical Medical Assistant Certification

Timeline

Customer Service Representative

Apria Healthcare
09.2022 - Current

Medical Assistant

Hawaii Pacific Health
12.2020 - 05.2021

Medical Assistant

Complete Dermatology
08.2015 - 09.2019

Hawai'i Medical College

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