Tiesha Hamilton
Arlington,TN
Summary
To obtain a Supervisor position with the organization and provide attentive, highly professional assistance to customers. Looking to utilize extensive administration experience and knowledge of a supervisor. Highly skilled and motivated, while offering strong knowledge of customer service, communicative skills and patient care. Want to work in highly competitive environment where there is commitment to preventive care and customer service will be employed. Energetic Supervisor successful at motivating and building positive team dynamics to accomplish aggressive goals. Dedicated to open, communicative culture where employees feel empowered to contribute to company's success.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Optum Supervisor
VACCN Appointment Scheduling
11.2023 - Current
- Identify training needs for staff, including assisting with training of new hires, system and process changes
- Ensure appropriate staffing levels are achieved to ensure resources are managed effectively
- Meet performance goals established for the position in the areas of: Key Performance Indicators, member satisfaction and attendance
- Identify reasons for variation in individual performance and take appropriate actions that will result in improved performance
- Instrumental in talent acquisition, development of staff and performance review process
- Analyze data to guarantee key performance measures are met, while aiding in the removal of barriers to success
- Partners with Human Resources to ensure company policies and procedures are enforced
- Provide guidance and leadership to associates and serve as a mentor for their day-to-day activities
- Deliver current, direct, complete and actionable feedback to associates to support continuous learning and growth (i.e
- Monthly 1:1, side by sides, team meetings, Ad-Hoc huddles, etc.)
- Maintain proactive communication with other departments to ensure efficient, accurate and timely responses to internal/external customer needs
- Aptitude for quickly learning and navigating new technology systems and applications
- Apply technical expertise in solving complex problems
- Monitors quality and production and holds associates accountable for meeting and exceeding expectations
- Assist staff by taking escalation/supervisory calls, as necessary.
Team Lead
Pearl Interactive Network-Optum VACCN
03.2021 - 11.2023
- Performs Quality Review of team members call performance and evaluates calls in accordance with established departmental policies and procedures
- Identifies coaching and training needs of customer service staff to call performance
- Makes decisions on minor schedule changes ensuring minimum staff is available to meet AS targets
- Acts as first level contact for escalated issues/calls
- Provides monitoring of phone systems, call volume and employee work status in order to provide sufficient phone coverage
- Manage daily work activities of all team members to include daily tasks and special projects to maintain established service levels
- Provide initial onboard, ongoing training and assistance to team members for all system functions
- Documents, investigates, and resolves veterans and providers concerns in a competent and expedient manner
- Contributes to overall attainment of Department and Corporate goals by assisting with other projects, reports, and duties as assigned based on business need
- Contributes in design and implementation of applicable system upgrades
- Develops, distributes and maintains departmental reports and logs as assigned.
Medical Assistant (Full Time)
Collierville Family Health
11.2018 - 09.2020
- Patient Triage, Vital signs, Venipuncture, Drug Screens, EKG, Setting up exam rooms, Insurance Verifications, Electronic chart documentation, Laboratory procedures, Injections, Referrals, medical records, Collect co-pays and deductibles, Follow up on lab reports
Sale Associate
Old Navy
03.2018 - 03.2020
- Organized racks and shelves to maintain store visual appeal, engage customers, and promote specific merchandise.
- Handled cash transactions efficiently while adhering to company cash handling policies, ensuring accuracy in all financial exchanges.
- Built relationships with customers to encourage repeat business.
- Managed returns, exchanges and refunds in accordance with store policy.
- Maintained calm demeanor and professionally managed issues in busy, high-stress situations.
- Prepared merchandise for sales floor by pricing or tagging.
- Helped customers locate products and checked store system for merchandise at other sites.
- Answered customer questions about sizing, accessories, and merchandise care.
Medical Assistant Externship
Methodist Minor Medical
08.2018 - 09.2018
- Patient Triage, Providing Vital signs, Venipuncture, Drug Screens, EKG, Setting up surgery room, Running Urine Analysis, CBC's, Running strep/mono test, Injections, Breathing treatment, Wound Care, Ace wrap/Bandages
Teller
First Tennessee
04.2017 - 01.2018
- Managed high-volume transactions efficiently while maintaining attention to detail, ensuring accurate processing for customers.
- Improved customer satisfaction by providing efficient and accurate transaction processing.
- Developed strong relationships with customers through exceptional service, fostering loyalty and trust.
- Completed highly accurate, high-volume money counts via both manual and machine-driven approaches.
- Streamlined teller operations by maintaining organized workspaces and adhering to policies and procedures.
- Supported branch goals by participating in initiatives aimed at improving overall bank performance and customer satisfaction.
Education
Medical Assistant Program -
Concorde Career College
Memphis, TN09.2018
Skills
- CPR Certified
- Clerical Skills/EHR
- Medical Terminology
- ICD/CPT Coding
- OSHA/HIPAA Compliance
- Laboratory Procedures
- Pharmacology
- Injections
- Insurance Verification
- Vital Signs
- EKG
- Venipuncture
- Patient Scheduling
- Customer Service
- Medical terminology knowledge
- Training and mentoring
- Goal-Oriented
- Staff Management
- Employee Motivation
- Complex Problem-Solving
- Strategic Planning
- Staff Discipline
- Processes and procedures
- Expectation setting
- Coaching and Mentoring
- Performance monitoring
- Performance Improvement
- Quality Control
Certification
- [Certified Clinical & Administrative Medical Assistant] MedCA 280-10117
- [Medical Assistant]
- CPR/AED Certification
Timeline
Optum Supervisor
VACCN Appointment Scheduling
11.2023 - Current
Team Lead
Pearl Interactive Network-Optum VACCN
03.2021 - 11.2023
Medical Assistant (Full Time)
Collierville Family Health
11.2018 - 09.2020
Medical Assistant Externship
Methodist Minor Medical
08.2018 - 09.2018
Sale Associate
Old Navy
03.2018 - 03.2020
Teller
First Tennessee
04.2017 - 01.2018
Medical Assistant Program -
Concorde Career College
- [Certified Clinical & Administrative Medical Assistant] MedCA 280-10117
- [Medical Assistant]
- CPR/AED Certification
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