Taylor Facey
Elkridge,MD
Summary
Dynamic and compassionate Patient Care Technician with a proven track record at John Hopkins Hospital, showcasing expertise in vital signs monitoring and exceptional customer service. Excelled in critical thinking and active listening, significantly enhancing patient satisfaction and care efficiency. Demonstrated leadership in team development and adept in utilizing electronic health record systems, contributing to improved patient outcomes.
Professional intake specialist with significant experience in managing client interactions and administrative duties. Strong focus on team collaboration and achieving results, adapting seamlessly to changing needs. Expertise in communication, problem-solving, and data management, ensuring efficient and effective client service. Known for reliability and flexibility in supporting organizational goals.
Overview
2025
2025
years of professional experience
Work History
Patient Care Technician
Saint Agnes Healthcare
Customer Service Representative
Aflac
01.2023 - Current
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
- Provided coaching and mentoring to new hires, contributing to their successful integration into the team.
- Customized support strategies for high-priority clients to ensure their specific needs were met.
- Conducted training sessions for new hires, ensuring consistent level of service across team.
- Developed feedback system for customers to share their service experience, leading to actionable improvements.
- Negotiated solutions with dissatisfied customers, turning potential negative reviews into positive testimonials.
- Fostered positive customer service culture within team which led to higher customer satisfaction rates.
- Participated in cross-functional teams to discuss ways to improve overall customer satisfaction across company.
- Collaborated with product team to communicate customer feedback, resulting in product enhancements.
- Led quarterly customer service meetings to review performance and set goals for improvement.
Patient Care Technician
John Hopkins Hospital
04.2022 - Current
- Operated electronic health record systems to efficiently document patient information and manage care plans.
- Administered point-of-care testing devices to perform blood glucose checks and other diagnostic tests.
- Demonstrated effective communication skills to coordinate with healthcare team and provide compassionate patient support.
- Utilized vital signs monitoring equipment to measure and record patients' blood pressure, temperature, and heart rate.
- Monitored vital signs and reported changes to nursing staff, ensuring timely medical interventions when necessary.
- Assisted in training new Patient Care Technicians, sharing knowledge and best practices to ensure consistency in care delivery.
- Performed blood draws, EKGs, and other diagnostic tests accurately and efficiently for prompt analysis by healthcare professionals.
- Provided high-quality personal care to patients, promoting comfort and dignity during their hospital stay.
- Maintained clean and safe environment to promote patient safety and comfort.
- Contributed to a positive patient experience by keeping rooms clean, organized, and well-stocked with supplies.
- Fostered strong relationships with colleagues, contributing to a collaborative work environment that prioritized teamwork among staff members.
- Promoted a safe and inclusive healthcare environment, adhering to policies and procedures while advocating for the well-being of all patients.
Patient Care Technician
Medstar Union Memorial Hospital
01.2021 - Current
- Operated electronic health record systems to efficiently document patient information and manage care plans.
- Administered point-of-care testing devices to perform blood glucose checks and other diagnostic tests.
- Demonstrated effective communication skills to coordinate with healthcare team and provide compassionate patient support.
- Utilized vital signs monitoring equipment to measure and record patients' blood pressure, temperature, and heart rate.
- Monitored vital signs and reported changes to nursing staff, ensuring timely medical interventions when necessary.
- Assisted nurses with essential tasks, streamlining workflow and increasing efficiency in the healthcare setting.
- Provided high-quality personal care to patients, promoting comfort and dignity during their hospital stay.
- Assisted in transferring patients, beds and patient care equipment to other rooms adhering to necessary safety precautions.
- Facilitated smooth transitions between shifts by maintaining thorough documentation of patient care activities and observations.
- Demonstrated adaptability by working effectively with patients of diverse backgrounds and medical conditions, providing personalized care for each individual.
Representative
CFG Community Bank
01.2020 - 05.2023
- Developed training materials to support new team members in understanding product offerings.
- Analyzed client feedback to identify areas for service improvement.
- Improved team communication with regular updates and feedback sessions.
- Provided exceptional service by addressing customer concerns promptly.
- Achieved high customer satisfaction ratings by actively listening to client needs and providing tailored solutions.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
- Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
- Coordinated with law enforcement agencies to address public safety concerns, resulting in noticeable decrease in crime rates.
Administrative Assistant
University of Maryland, Baltimore
05.2017 - 01.2020
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Maintained confidentiality of sensitive information by adhering to strict privacy policies and implementing secure filing systems.
- Delivered excellent customer service through prompt responses to client inquiries, addressing concerns effectively, and building strong relationships.
- Ensured accurate record-keeping with diligent data entry and database management for vital company information.
- Improved document organization with thorough file maintenance, archiving outdated records as necessary for efficient retrieval when needed.
- Assisted with human resources tasks such as updating employee files or submitting time-off requests per company policy guidelines.
- Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
- Collaborated on special projects as assigned by leadership, contributing research findings or coordinating event logistics as needed for success.
- Facilitated collaboration within team by organizing regular meetings and tracking project progress.
Education
Associate Of Applied Business - Business
CCBC
Baltimore MD Skills
- Vital signs monitoring
- CPR certification
- Patient observation
- Blood glucose testing
- Critical thinking
- Active listening
- Customer service
- Call center experience
- Microsoft Excel
- Complaint resolution
- Payment processing
- Call center operations
- Scheduling
- Follow-up skills
- Call management
- Product knowledge
- Documentation
- Order processing
- Team development
- Data entry
- Intake assessment
- Compassionate communication
- Critical thinking skills
- Progress reporting
- Records maintenance
- Case management
- Group and individual instruction
Timeline
Customer Service Representative
Aflac
01.2023 - Current
Patient Care Technician
John Hopkins Hospital
04.2022 - Current
Patient Care Technician
Medstar Union Memorial Hospital
01.2021 - Current
Representative
CFG Community Bank
01.2020 - 05.2023
Administrative Assistant
University of Maryland, Baltimore
05.2017 - 01.2020
Patient Care Technician
Saint Agnes Healthcare
Associate Of Applied Business - Business
CCBC
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