Shona Thomas
Christmas,FL
Summary
Passionate and driven healthcare professional with seven years of remote experience, adept at client communication and customer success across multiple roles and industries. Skilled in written and verbal interactions. I bring an empathetic and solution-based energy to any environment. I believe that the best way to help others is by building strong, trusting relationships. My ability to listen deeply, identify customer needs, and provide effective solutions will create positive experiences that foster long-term loyalty.
Overview
16
16
years of professional experience
Work History
Healthcare Specialist
Nexa Receptionists
09.2022 - Current
- Answer incoming calls, take urgent and non-urgent messages, and transfer calls to appropriate departments or personnel.
- Schedule appointments for clients, patients, and other visitors.
- Protect clients' and patients' rights by maintaining the confidentiality of personal information.
- Make outbound calls to relay messages to providers, nurses, and healthcare workers.
- Schedule appointments and maintain the office calendar for staff.
- Manage a multi-line phone system and route calls efficiently.
- Dispatching.
Client Care Coordinator - SMS
BoomTown|Inside Real Estate
01.2022 - 10.2023
- Coordinated client interactions to ensure timely and effective communication.
- Resolved client inquiries by providing accurate information and support resources.
- Scheduled appointments for client consultations and follow-ups.
- Provided support to clients by responding to inquiries, addressing complaints, and resolving issues.
Caregiver
Right At Home
09.2017 - 03.2018
- Assisted the client with daily living activities and personal care needs.
- Provided companionship and emotional support to enhance client well-being.
- Monitored and recorded vital signs to ensure client health stability.
- Maintained a clean, well-organized environment for client happiness and safety.
- Encouraged independence while promoting self-care skills, such as bathing, grooming, and toileting needs.
- Observed patients for changes in physical, emotional, mental or behavioral condition and injuries.
- Administered prescribed medications on a timely basis following care plan instructions.
- Communicated effectively with families about client progress and concerns.
Direct Support Professional
Family Services Incorporated
01.2015 - 08.2017
- Provided direct care to individuals with intellectual and developmental disabilities, fostering activities of daily living.
- Supported clients in achieving personal goals and enhancing life skills.
- Coordinated recreational activities to promote social interaction and engagement.
- Assisted in medication management and ensured adherence to health protocols.
- Accompanied individuals on outings to promote independence and integration into the community.
- Encouraged positive behavior through modeling appropriate responses and reinforcing desired behaviors.
- Monitored health and well-being of clients and reported significant health changes.
- Communicated effectively with families and team members regarding client needs.
Lead Care Manager|Med Tech
Sunrise Senior Living
09.2009 - 09.2013
- Developed relationships with families to support resident care decisions.
- Monitored compliance with health regulations and safety standards.
- Facilitated communication between residents, families, and caregivers daily.
- Monitored patient outcomes and quality of services provided by Care Managers.
- Provided direct supervision to Care Managers and ensured they were meeting performance standards.
- Ensured that all documentation is completed accurately according to established guidelines.
- Provided guidance and support to Care Managers during complex cases or difficult situations.
- Maintained daily living standards by assisting clients with personal hygiene needs, physical and emotional support, dressing, and toileting.
- Monitored vital signs and medication use, documenting variances and concerning responses.
- Administered medications to residents following prescribed schedules and guidelines.
- Maintained accurate medication records and documentation for compliance.
- Implemented safety measures for medication storage and handling procedures.
- Developed and maintained positive relationships with patients, families, and healthcare providers.
Education
High School Diploma -
PA Virtual Charter School
06-2009
Some College (No Degree) - American Sign Language Interpreting
Mount Aloysius College
Skills
- 7 years of work-from-home experience
- 17 years of healthcare and special needs support
- Customer service
- Effective client communication
- Confidentiality management
- Client relationship management
- Problem solving
- Attention to detail
Timeline
Healthcare Specialist
Nexa Receptionists
09.2022 - Current
Client Care Coordinator - SMS
BoomTown|Inside Real Estate
01.2022 - 10.2023
Caregiver
Right At Home
09.2017 - 03.2018
Direct Support Professional
Family Services Incorporated
01.2015 - 08.2017
Lead Care Manager|Med Tech
Sunrise Senior Living
09.2009 - 09.2013
High School Diploma -
PA Virtual Charter School
Some College (No Degree) - American Sign Language Interpreting
Mount Aloysius College
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