Teresa Land
Beattyville,KY
Summary
Dynamic Telemetry Technician with proven expertise in cardiac monitoring at Hazard ARH. Recognized for enhancing patient care through effective communication and rapid response to alarms. Skilled in quality assurance and training, contributing to improved team performance and patient outcomes. Proficient in EKG interpretation and committed to continuous professional development.
Overview
20
20
years of professional experience
Work History
Telemetry/Heart Monitor Technician
Hazard ARH
Hazard, KY
08.2004 - 01.2025
- [Describe key responsibilities and accomplishments in previous role.]
- [Mention any significant achievements or projects handled.]
- [Highlight leadership, training, or quality assurance experience.]
- Recorded observations and baseline measurements to maintain accurate medical records.
- Adhered strictly to hospital policies concerning infection control practices while handling medical equipment.
- Adjusted settings or positions of medical equipment.
- Prepared reports summarizing test results for review by cardiologists or other medical staff members.
- Assisted in training technicians, medical students or other staff members.
- Communicated test or assessment results to medical professionals.
- Attended educational seminars or workshops related to advances in cardiac monitoring technology.
- Conducted diagnostic testing such as Holter monitors, Event monitors, and Tilt Table tests.
- Reported any irregularities or changes in patient conditions promptly to attending physician or nurse supervisor.
- Demonstrated expertise in reading EKGs and ECGs from various types of machines.
- Responded quickly to alarms from monitored patients requiring immediate attention or intervention.
Quality Analyst
Xerox
Lexington, KY
04.2015 - 09.2017
- Supervised a team of call center agents, providing guidance and support to ensure high-quality customer service
- Implemented new call center strategies resulting in a significant increase in customer satisfaction ratings
- Developed and delivered comprehensive training programs for new hires, reducing onboarding time
- Monitored call center metrics and performance indicators to identify areas for improvement and implement corrective actions
- Led weekly team meetings to discuss performance goals, address challenges, and provide ongoing coaching and feedback
- Resolved escalated customer complaints promptly while maintaining a positive customer experience
- Conducted quality assurance audits to ensure adherence to company policies and procedures
- Designed and implemented a rewards program for top-performing agents
- Trained agents on effective communication techniques including active listening, empathy, and de-escalation strategies
- Analyzed customer survey data to identify trends and areas for improvement
- Assisted in the development of call center scripts to ensure consistency in messaging
Patient Clerical
University of Kentucky Hospital
Lexington, KY
03.2011 - 08.2012
- [Describe key responsibilities and accomplishments in previous role.]
- [Mention any significant achievements or projects handled.]
- [Highlight leadership, training, or quality assurance experience.]
- Conducted routine maintenance and repairs on mechanical systems and industrial equipment.
Billing Specialist
University of KY hospital/Cntr. Advanced Surgery
Lexington, KY
02.2007 - 07.2007
- [Describe key responsibilities and accomplishments in previous role.]
- [Mention any significant achievements or projects handled.]
- [Highlight leadership, training, or quality assurance experience.]
- Weighed envelopes containing statements to determine correct postage and affix postage.
- Entered procedure codes, diagnosis codes and patient information into billing software to facilitate invoicing and account management.
- Checked claims coding for accuracy with ICD-10 standards.
- Provided support to other departments within the organization as needed.
- Participated in workshops, seminars, and training classes to gain stronger education in industry updates and federal regulations.
- Reviewed medical records to ensure accuracy of billing information and patient data.
Emergency Room/Receptionist
Hazard ARH
Hazard, KY
12.2005 - 01.2007
- [Describe key responsibilities and accomplishments in previous role.]
- [Mention any significant achievements or projects handled.]
- [Highlight leadership, training, or quality assurance experience.]
- Provided administrative support to staff members including typing letters, filing documents, and scanning and copying documents when necessary.
- Compiled data from various sources into organized reports for management review.
- Assisted in the preparation of regularly scheduled reports by collecting and analyzing information.
- Processed payments and updated accounts to reflect balance changes.
- Greeted customers, answered general questions and directed to appropriate locations.
- Responded to inquiries from internal staff members regarding office operations.
- Operated telephone switchboard to answer, screen and forward calls to appropriate personnel.
- Greeted visitors entering establishment to determine nature and purpose of visit.
Education
High School Diploma -
Lee Co. High School
Beattyville, KY05-1989
Skills
- Call Center Operations & Supervision
- Customer Service Excellence
- Quality Assurance & Process Improvement
- Training & Development
- Data Entry & Management
- Microsoft Office Suite (Word, Excel, Outlook)
- Time Management & Organizational Skills
- Problem-Solving & Conflict Resolution
- Strong Verbal & Written Communication
- Administrative & Office Experience
- Cardiac monitoring
- Data analysis
- Problem solving
- Basic life support
References
Available upon request.
Awards
- Recognized for improving call center efficiency and customer satisfaction ratings.
- Awarded [specific company award or recognition] for outstanding performance in quality assurance.
- Successfully implemented training programs that reduced onboarding time and increased employee retention.
Timeline
Quality Analyst
Xerox
04.2015 - 09.2017
Patient Clerical
University of Kentucky Hospital
03.2011 - 08.2012
Billing Specialist
University of KY hospital/Cntr. Advanced Surgery
02.2007 - 07.2007
Emergency Room/Receptionist
Hazard ARH
12.2005 - 01.2007
Telemetry/Heart Monitor Technician
Hazard ARH
08.2004 - 01.2025
High School Diploma -
Lee Co. High School
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