TONYA WALL
Baltimore,MD
Summary
Highly-motivated employee with desire to take on new challenges. Strong worth ethic, adaptability and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Hardworking employee with customer service, multitasking and time management abilities. Devoted to giving every customer a positive and memorable experience.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Private Duty Caregiver
NURSE BANK
BALTIMORE COUNTY, MD
01.2007 - Current
- Provided companionship and emotional support to elderly clients.
- Assisted with activities of daily living.
- Planned and prepared nutritious meals for clients according to their dietary needs.
- Transported clients to doctors' appointments, errands, and social events.
- Monitored vital signs, including blood pressure and pulse rate.
- Administered medications as prescribed by the physician in accordance with established policies and procedures.
- Responded promptly to emergencies involving the health or safety of a client.
- Assessed patient needs on an ongoing basis; modified plans of care accordingly.
- Assisted with light housekeeping tasks such as laundry, dusting, and vacuuming.
- Observed patients for changes in physical, emotional, mental, or behavioral conditions and injuries.
- Improved patient outlook and daily living through compassionate care.
- Followed the care plan and directions to administer medications.
- Assisted patients with self-administered medications.
- Transported individuals to events and activities, medical appointments, and shopping trips.
Member Experience Associate
Kaiser Permanente
Baltimore, MD
06.2024 - 09.2025
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
- Worked well in a team setting, providing support and guidance.
- Excellent communication skills, both verbal and written.
- Skilled at working independently and collaboratively in a team environment.
- Delivered exceptional customer support by addressing inquiries and resolving issues efficiently.
- Implemented creative problem-solving techniques when faced with unique customer challenges, ultimately leading to satisfactory resolutions.
- Utilized telephone, online chat, and email platforms to deliver outstanding customer service.
- Educated customers about billing, payment processing, and support policies and procedures.
- Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
MHA
KAISER PERMENTE
BALTIMORE COUNTY, MD
02.2018 - 06.2024
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Understood and followed oral and written directions.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Identified needs of customers promptly and efficiently.
- Planned and completed group projects, working smoothly with others.
- Assisted with customer requests and answered questions to improve satisfaction.
- Maintained updated knowledge through continuing education and advanced training.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Displayed strong telephone etiquette, effectively handling difficult calls.
- Exceeded customer satisfaction by finding creative solutions to problems.
PCT
John Hopkins Bayview Medical Center
Baltimore, MD
11.1999 - 12.2023
- Demonstrated effective communication strategies when interacting with patients, families, and staff members.
- Monitored patient safety measures taken by PCTs during their shift assignments.
- Observed interactions between preceptors and PCTs during rounds or bedside teaching sessions.
- Assessed competency levels of assigned PCTs through observation of their daily tasks and duties.
- Conducted needs assessments to identify and fill staff knowledge gaps.
- Provided assistance with activities of daily living, including bathing, dressing and grooming.
- Assisted patients in ambulation and transfers using proper body mechanics.
- Performed vital sign assessments, such as taking blood pressure and temperature.
- Answered patient call lights promptly and responded to requests appropriately.
- Supported the needs of 36+ residents under long-term care.
Clinical Assistant
Kaiser Permanente
BALTIMORE, MD
06.2001 - 02.2018
- Administered injections, prescribed medications, and monitored vital signs.
- Collected specimens from patients for lab testing.
- Conducted follow-up calls to check on patient progress after treatments or surgeries.
- Ordered diagnostic tests when needed by physician.
- Reviewed patient charts prior to appointments to ensure accuracy of information.
- Answered phones and responded to inquiries from patients or family members.
- Worked collaboratively with other healthcare professionals to provide quality care for patients.
- Documented patient visits in Electronic Medical Record system.
- Assisted in scheduling appointments for patients in a timely manner.
- Ensured that all clinical areas were clean, sanitary, and well organized at all times.
- Prepared treatment rooms for patients by cleaning surfaces and restocking supplies.
- Assisted in the preparation of patients for examinations and treatments.
- Trained new staff on clinical protocols and office software, fostering a collaborative work environment.
- Assisted healthcare professionals in patient intake and documentation processes.
Education
Associate of Science -
The Community College of Baltimore County
Catonsville, MD06-1990
High School Diploma -
Patterson High School
Baltimore, MD06-2028
Skills
- Excellent Communication
- Team building
- Collaboration
- Dependable and Responsible
- Task Prioritization
- Problem Resolution
- Customer Service
- Multitasking
- Written Communication
- Verbal Communication
- Decision-Making
Certification
GERIATRIC CERTIFICATION, DEATON SPECIALTY HOSPITAL AND HOME, 1993
PHLEBOTOMIST, BALTIMORE CITY COMMUNITY COLLEGE,1998
PATIENT CARE TECH, JOHN HOPKINS BAYVIEW MEDICAL CENTER, 2000
MED TECH, UPDATE 2023
References
References available upon request.
Timeline
Member Experience Associate
Kaiser Permanente
06.2024 - 09.2025
MHA
KAISER PERMENTE
02.2018 - 06.2024
Private Duty Caregiver
NURSE BANK
01.2007 - Current
Clinical Assistant
Kaiser Permanente
06.2001 - 02.2018
PCT
John Hopkins Bayview Medical Center
11.1999 - 12.2023
Associate of Science -
The Community College of Baltimore County
High School Diploma -
Patterson High School