Shion Terrell
Downers Grove,IL
Summary
Dynamic ophthalmic technician with extensive experience at University Retina & Macula Associates, P.C., recognized for exceptional team management and operational efficiency through EMR software expertise. Proven ability to enhance clinic productivity by leading healthcare management initiatives and optimizing talent sourcing, resulting in improved team engagement. Highly detail-oriented, specializing in patient pre-screening, diagnostic testing, and maintaining sterile environments. Strong communicator with a focus on empathy and collaboration to elevate the patient experience and support clinical operations.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Lead Opthalmic Technician
University Retina & Macula Associates, P.C.
Lombard, IL
05.2023 - Current
- Reporting to our physician team and clinical coordinator, the technician will assist and/or perform complex clinical diagnostic eye examinations and procedures as delegated
- The technician will also participate in departmental activities to promote improved patient care delivery, problem-solving, communication and professional development for self and others
- Utilize appropriate skills and judgment in the assessment and delivery of patient care in accordance with established standards of care in ophthalmology and in collaboration with other members of the healthcare team
- Complete appropriate intake assessment of patient appointments according to established guidelines set by the clinic practice manager and the medical director including reviewing the medical record prior to physician examination
- Complete all ophthalmic imaging tests as ordered by the physicians
- Ensure quality and safety of all patients and procedures
- Document patient care in a timely manner that reflects recognition of the legal significance of an accurate and complete medical record utilizing the designated EMR (electronic medical record)
- Under physician direction administers diagnostic eye drops, ophthalmic ointments, and ophthalmic irrigating solutions within scope of certification
- Monitor and facilitate patient flow in the clinic, working collaboratively with other clinical staff
- Answer patient questions, address concerns, follow up questions and/or refer patient questions to providers as appropriate
- Performed comprehensive eye exams, including visual acuity tests, tonometry, and retinal imaging
- Administered diagnostic tests such as visual field testing and corneal topography
- Prepared patients for examinations by taking medical history and documenting chief complaints
- Maintained accurate electronic health records (EHR) for all patients seen in the clinic
- Calibrated and maintained ophthalmic equipment to ensure accuracy of test results
Optical Training Manager
West Point Optical LLC
Schaumburg, IL
03.2022 - 05.2023
- Managed Recruitment efforts, supporting all aspects of sourcing and filling optical roles.
- Led and empowered team of 2-9 members.
- Enhance collaboration and communication among staff for efficient hiring.
- Cultivated connections with optometrists to develop potential practice opportunities.
- Participated in improvement initiatives, guaranteeing accurate report outputs.
- Expertise in managing workload adaptability under fast-paced recruiting circumstances.
- Expertise encompasses Indeed, social media recruitment tools and onboarding software.
- Experienced in applying competency-based interviewing techniques inclusively.
- Leverages strong business acumen to drive necessary company results.
- Evaluated training courses to identify improvement areas.
- Devised and implemented procedures for evaluating training effectiveness.
- Kept thorough records of employee training activities in the database system.
- Conducted scenario-based exercises with teams to boost situation management skills.
- Led initiatives aimed at enhancing employee satisfaction and performance through targeted training.
Optical Supervisor
Visionworks
Hoffman Estates, IL
10.2019 - 05.2020
- Boosted overall retail performance through effective training and leadership of sales associates.
- Oversaw store performance and operations in General Manager's absence, adhering to established procedures.
- Led retail sales by identifying customer needs and exceeding their expectations.
- Optimized workflow through strategic resource planning.
- Performed inspections to ensure compliance with the Company's 7-Point Quality Verification.
- Reinforced customer service standards with thorough dispensing assistance.
- Prepared schedules for retail staff according to payroll guidelines and customer flow demands.
- Executed all daily opening and closing tasks including bank deposits, cash verification, and payroll processing.
- Enforce cash handling policies and procedures as outlined in the Accounting SOP
- Administer merchandising and display programs
- Verify that Rx information is entered correctly and completely in the POS system
- Assist GM in analyzing and make adjustments to control expenses and maximize store profitability
- Train and develop staff on all pre-test equipment standard as business demands
Team Leader
LensCrafters
Schaumburg, IL
10.2019 - 03.2020
- Demonstrated unwavering dedication to exceptional customer service with each interaction.
- Advises clients on frames and lenses suited to their needs.
- Recommended upgrades and provided solution-oriented advice.
- Assists associates with difficult & complex areas
- Goes beyond surface symptoms to develop long-term resolutions for issues.
- Completed tasks with high accuracy and precision.
- Displays advanced expertise in product knowledge.
- Facilitated the growth of associates' capabilities in essential product and store procedures involving lens and lab technology.
- Confirmed all finalized eyewear adhered to prescribed optical criteria and client expectations.
- Ensure timely and accurate completion of paperwork for store and lab.
- Provided comprehensive training to ensure associates' proficiency.
Store Manager
CVS Health
McHenry, IL
10.2018 - 08.2019
- Oversee store operations and manage team member responsibilities.
- Oversaw bookkeeping activities such as ledger maintenance, invoice processing, and cash report preparation.
- Utilized discount pricing, signage, advertising, promotional items, and seasonal strategies for effective merchandising.
- Managed ordering, stocking, and liquidation of inventory.
- Oversaw the pricing, returning, and transferring of inventory.
- Maintain cleanliness and appearance of store grounds.
- Managed operational oversight by adhering to all relevant laws and guidelines, including the sale of alcohol, fresh food, and pharmacy products.
- Consistently update knowledge on computer and technology systems.
- Seeks solutions by promptly engaging IT support for any system problems.
- Ensure compliance with company policies and procedures.
- Completed various special assignments and additional tasks.
Customer Service Manager (CSM)
Walmart
Chicago, IL
03.2015 - 06.2017
- Conducted investigations into customer issues, offering suitable resolutions.
- Facilitated multi-channel interactions with customers including emails, letters, phone calls, suggestion boxes notes and one-on-one interviews.
- Oversaw hiring and onboarding processes alongside handling terminations for underperforming staff.
- Handled and resolved disputes around customer orders promptly.
- Gathered customer reviews to evaluate staff and associate performance.
- Maintained latest updates on all merchandise.
- Provided customer refunds as necessary.
- Prepare and deliver documented customer complaints to relevant authorities.
- Assessed and pinpointed areas within Walmart requiring enhancements.
- Collaborated with management to enhance customer service initiatives.
- Leveraged social networks for effective customer complaint responses.
- Oversee support statistics.
- Managed inquiries about pricing disputes and promotional content.
- Assisted customers in understanding potential refund outcomes for product returns.
- Ensured prompt attention to all customer-related concerns through cross-departmental collaboration.
Education
Associate of Applied Science - Ophthalmic Technician
College of DuPage
Glen Ellyn, IL12.2024
Bachelors - Computer Science
Southern Illinois University-Carbondale
Carbondale, IL12.2020
Diploma -
Perspectives Charter High School
Chicago, IL12.2013
Skills
- Payroll Management
- Team Management
- Effective Team Engagement
- Retail Operations Management
- Clinical Office Coordination
- Key Performance Indicators
- Candidate Sourcing
- Talent Management
- Technical Proficiency
- EMR Software Proficiency
- Healthcare Billing
- Customer Engagement
- Office Management
- Proficient in Adobe Suite
- Strong Foundation in Computer Science
- Computer Operation
- Time Allocation Expertise
- Sales Proficiency
- Healthcare management
- Advanced Microsoft Office Skills
- Insurance Eligibility Verification
- Operational Management Experience
- Organizational Time Strategies
- Client Relations
- Effective Scheduling
- Health Care Management
- Adobe Creative Suite
- Proficient in Microsoft Word
- HIPAA Regulations Understanding
- Behavioral Interview Techniques
Certification
Pharmacy Technician Certification
Timeline
Lead Opthalmic Technician
University Retina & Macula Associates, P.C.
05.2023 - Current
Optical Training Manager
West Point Optical LLC
03.2022 - 05.2023
Optical Supervisor
Visionworks
10.2019 - 05.2020
Team Leader
LensCrafters
10.2019 - 03.2020
Store Manager
CVS Health
10.2018 - 08.2019
Customer Service Manager (CSM)
Walmart
03.2015 - 06.2017
Pharmacy Technician Certification
Associate of Applied Science - Ophthalmic Technician
College of DuPage
Bachelors - Computer Science
Southern Illinois University-Carbondale
Diploma -
Perspectives Charter High School
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