Tonia Hodson
Summary
I am currently seeking full time employment as a Call Center Representative in a medical facility that needs exceptionally talented professionals with strong ability to perform both administrative functions and medical procedures.
Overview
27
27
years of professional experience
Work History
Certified Medical Assistant
Augusta-Aiken Orthopedic Specialists
11.2021 - 05.2022
- Called and faxed pharmacies to submit prescriptions and refills.
- Communicated clearly and effectively with patients to verify information, determine purpose of visit and record medical history.
- Coordinated with other healthcare professionals for patient referrals, ensuring a seamless transition and continuation of care.
- Consistently maintained up-to-date certifications, demonstrating dedication to professional development and quality patient care.
- Obtained client medical history, medication information, symptoms, and allergies.
- Performed medical records management, including filing, organizing and scanning documents.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
Certified Medical Assistant
Carolina Musculoskeletal Institute (CMI)
09.2017 - 11.2021
- Triage doctor and nurse phone calls
- Updating patient's chart with appropriate information via EMR
- Assessing the patient's condition and proper treatment
Customer Service Specialist
MAU/Electrolux
12.2014 - 11.2016
- Improved call center functionality and service capacity by resolving customer complaints effectively and in a timely manner
- Managed customer calls effectively and efficiently in a complex, fast paced and challenging call center environment
- Effectively managed a high-volume of inbound and outbound customer calls, addressed and resolved customer complaints, defused volatile customer situations and referred unresolved customer grievances to designated department
- Gathered and verified all required customer information for tracking purposes
- Accurately documented, researched and resolved customer service issues
- Mastery of Customer Service Management Systems and databases
Branch Manager
Southern Specialty Finance
12.2012 - 11.2013
- Wrote reports detailing branch activities
- Oversaw staffing of branch while assessing employee performance and developing improvement plans
- Resolved escalated customer issues in a timely manner
- Met deadlines by proactively managing individual and team tasks while managing over $95,000 in monthly transactions
- Engaged employees in business processes with positive and motivational techniques to motivate staff to exceed quotas on a regular basis
Trainer
SRP Federal Credit Union
08.1995 - 10.2008
- Used role playing, simulations, team exercises, group discussions, videos and lectures to instruct participants in a variety of ways
- Assessed training needs through surveys, interviews, with employees, focus groups and consultation with managers while extensively training new and existing employees
- Reviewed daily metrics of account executives to evaluate their strengths and weaknesses
- Supervised and coordinated activities for Tellers and Customer Service Representatives during annual training seminars
- Monitored participant workflow and behaviors throughout the training process
- Clearly communicated objectives for all lessons, units and projects to all participants
- Used a variety of assessment tools and strategies to improve instruction methods
Education
Clerical Major
Midland Valley High School
Graniteville, SC06.1986
No Degree - Certified Medical Assistant
Breath of Life Training Facility
Martinez, GA09.2017
Skills
- Responsible key holder
- Resourceful problem solver
- Strong customer service abilities
- Skilled in navigating MS Windows environments
- Proficient in electronic medical records management
- Adaptable learner
- Strong patient engagement
- Expert in cash flow management
- Recording patient vital statistics
- Clinical specimen collection skills
- Knowledge of clinical terminology
- Patient instruction
- Skilled in delivering injections
Timeline
Certified Medical Assistant
Augusta-Aiken Orthopedic Specialists
11.2021 - 05.2022
Certified Medical Assistant
Carolina Musculoskeletal Institute (CMI)
09.2017 - 11.2021
Customer Service Specialist
MAU/Electrolux
12.2014 - 11.2016
Branch Manager
Southern Specialty Finance
12.2012 - 11.2013
Trainer
SRP Federal Credit Union
08.1995 - 10.2008
Clerical Major
Midland Valley High School
No Degree - Certified Medical Assistant
Breath of Life Training Facility
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