Over three (8) years of experience in the field of Customer Service with a comprehensive knowledge of communications, principles, policies, regulations, and processes. Possess the ability to work independently and as a team player, multitask and prioritize diverse tasks; apply time management concepts and techniques; analyze complex information, draw logical conclusions, and make recommendations. Developed, mentored, and coached staff to convert ineffective work methods and processes which transformed a diverse group of people into a high performing self-managed work team.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Patient Coordinator
Frederick Primary Care Associates
Frederick, MD
06.2022 - Current
Managed medical records by filing documents into appropriate folders according to established protocols.
Maintained inventory of medical supplies and equipment used in providing patient care.
Processed referrals from primary care providers for specialist consultations or treatments.
Coordinated patient appointments and maintained appointment schedule.
Coordinated follow-up care for discharged patients and monitored progress towards recovery goals.
Provided support to patients regarding insurance coverage, payment plans, and other financial matters.
Prepared patient charts prior to visits as well as updated records after each visit.
Developed and implemented patient intake forms to ensure accurate information was collected.
Passionately focused on providing care and assistance to patients during times of illness or injury.
Pulled patient files and verified insurance before patient's appointment.
Coordinated care for patients, oversaw admission processes and managed patient flows.
Collected patient data and documented records of health condition, hospitalizations and lifestyle patterns.
Mentored new hires, including explaining Office policies, procedures, and practices.
Monitored compliance with HIPAA regulations regarding confidentiality of patient information.
Ensured all paperwork related to patient care was completed accurately and timely.
Reviewed patient accounts on a regular basis to ensure accuracy of billing data.
Answered incoming calls from patients, providers, and insurance companies in a courteous manner.
Assured regulatory compliance and professionalism across patient service.
Demonstrated flexibility during changes to patient care practice.
Provided administrative support for patient care staff.
Communicated with patients to ensure quality of care and develop care plans.
Troubleshot and resolved complex customer service issues to enhance patient and family experience.
Receptionist
Belly Rubs Pet Care
Ashburn, VA
02.2022 - 05.2022
Processed customer payments using cash registers or point-of-sale terminals according to company policies and procedures.
Maintained an organized filing system of confidential client information in accordance with company policy.
Managed all incoming mail distribution, courier services, faxes, and photocopying documents as requested.
Performed data entry tasks into various computer systems accurately and promptly.
Greeted visitors and provided them with assistance.
Monitored office supplies inventory and placed orders when necessary.
Maintained a neat reception area by organizing materials and tidying up furniture.
Answered incoming calls, took messages, and transferred calls to appropriate departments or personnel.
Assisted with special projects assigned by management when required.
Provided excellent customer service at all times while interacting with both internal and external customers.
Provided administrative support to staff members including typing letters, filing documents, and scanning and copying documents when necessary.
Responded to inquiries from internal staff members regarding office operations.
Scheduled appointments for clients, customers, and other visitors.
Fast Team Member
Tractor Supply Company
Jefferson, MD
09.2021 - 01.2022
Worked hard to learn required tasks quickly to maximize performance.
Contributed to team safety and productivity by removing safety hazards and keeping areas neat and well-stocked.
Organized inventory shelves for easy access and maintenance of stock levels.
Created detailed reports outlining project progress and results achieved.
Performed opening and closing duties such as setting up displays, restocking items, and cleaning the sales floor.
Received, processed, and stocked merchandise in accordance with store policies.
Maintained a clean and organized work area throughout shift.
Assisted customers with product selection and ordering process.
Developed positive customer relationships through friendly greeting and excellent service.
Replenished low inventory levels from backstock areas using scanning equipment.
Updated price tags based on current promotions or discounts offered by the store.
Built displays for new products and promotional materials.
Received and unpacked shipments, verified contents against invoices, and stocked shelves accordingly.
Conducted regular shelf-facing activities to maintain a neat appearance in the store's aisles.
Organized backroom storage areas to ensure efficient product retrieval.
Telecommunications
Department of Homeland Security/Federal Protective Service (Census Bureau- Suitland, MD)
Suitland, MD
11.2020 - 09.2021
Responsible for monitoring and responding to alarms such as, Duress/ Panic, Burglary, Fire Alarms, and Communication Failures signals through the Security Information System (SIS)
Responsible for verifying account information to complete test mode request for customers
Interact with customers and Operation Center staff to resolve problems and system malfunctions
Assist the public with reports of suspicious activity (See Something, Say Something) Attacks, Assaults, Traffic, etc
Which include making the proper notifications to the appropriate local Police Departments
(State Police, Animal Control, Metro Transit, D-DOT)
Process all telephone calls received through the Operation Center as quickly and efficiently as possible, while maintaining a professional decorum and following all designated procedures
Responsible for tracking officers state to state travels for training, deployments, and special operations
Provide Customer Service experience to ensure all customer issues have been properly addressed
Assist Federal/Contract employees in emergency and non-emergency incidents
(Lost Articles, Medical Emergencies, Theft, Damage to Personal/Government Property, etc.)
Keep additional detailed logs to maintain accurate records of alarm use, ensure officer safety, and allow for precise and efficient communications among coworkers
Log all calls in database including required details of each call
Directing calls
Keep additional detailed logs to maintain accurate records of alarm use, ensure officer safety, and allow for precise and efficient communications among coworkers.
Responded quickly to emergency situations involving telecommunications systems malfunctions or outages.
Assisted in developing emergency response plans related to telecommunications outages.
Store Associate
Tractor Supply Company
Jefferson , MD
11.2019 - 11.2020
Processed sales transactions accurately and efficiently at the cash register.
Provided cash register operations and handled customer payments.
Utilized computer systems for order entry, tracking, invoicing and other related tasks.
Stocked shelves with merchandise and maintained inventory levels.
Organized promotional displays throughout the store in accordance with corporate guidelines.
Performed daily opening and closing procedures for store operation.
Operated scanning equipment for price checks and stock replenishment.
Answered telephone to give callers store information and look up order details.
Counted cash, made change, and stored coupons to keep organized and balanced cash register drawer.
Processed merchandise returns and exchanges for customers to refund payments, trade items, and offer store credit.
Assisted customers with product selection, pricing and availability.
Assisted customers with product selection based on their needs and preferences.
Maintained store cleanliness by sweeping floors, dusting shelves, and removing trash.
Assisted with loading and unloading deliveries from vendors.
Addressed customer complaints in a professional manner.
Kennel Assistant
Skylos Sports Medicine
Frederick, MD
01.2019 - 11.2019
Administered first aid treatment when necessary in case of emergencies until veterinarian assistance arrived.
Cleaned and sanitized kennels, cages, runs, and yards to maintain a safe and healthy environment for the animals.
Inspected kennels regularly for signs of damage or pest infestation issues.
Organized daily feeding schedule and ensured that all animals were fed according to their dietary needs.
Provided emotional support to distressed or anxious pets through positive reinforcement techniques such as talking calmly or petting gently.
Monitored animal health by observing behaviors and physical conditions, administering medications as prescribed by veterinarians, and alerting veterinary staff of any changes or concerns.
Managed inventory of food supplies, bedding materials, toys, medication supplies.
Exercised animals on a regular basis in order to keep them physically fit and mentally stimulated.
Enforced safety protocols within the facility such as wearing protective gear while handling certain types of animals.
Stayed on top of laundry, sweeping and disinfection protocols.
Monitored safety of every animal to prevent injuries from other animals or environmental hazards.
Walked animals outside to avoid accidents in play areas or bedding.
Washed and disinfected animals' food and water bowls each day.
Moved animals from kennel area to exam area and alerted professionals.
Sanitized floors and other surfaces to provide sterile environment.
Grooming Assistant
Brunswick Grooming Spa
Brunswick, MD
02.2018 - 01.2019
Greeted customers warmly upon arrival, answered questions about services offered, and provided customer service support when needed.
Kept accurate records of services provided to each pet in order to track progress over time.
Helped maintain inventory levels by restocking shelves with necessary supplies at the end of each day.
Adhered to all local laws pertaining to proper handling of animals while providing grooming services.
Observed behaviors exhibited by pets throughout their stay at the facility in order to identify any signs of distress or discomfort.
Scheduled appointments for clients via phone or email communication.
Reported any potential medical problems discovered during grooming sessions promptly to management staff.
Inspected equipment regularly to make sure it is functioning properly and safely.
Organized materials needed for each appointment efficiently so they are easily accessible during the grooming session.
Maintained a clean work environment by sweeping, mopping, and disposing of pet waste appropriately.
Bathed large number of animals during each shift.
Assisted groomers with daily grooming activities such as bathing, brushing, and trimming of pets.
Store Associate
Tractor Supply Company
Jefferson, MD
11.2017 - 10.2018
Assisted customers with product selection based on their needs and preferences.
Maintained store cleanliness by sweeping floors, dusting shelves, and removing trash.
Assisted with loading and unloading deliveries from vendors.
Addressed customer complaints in a professional manner.
Processed sales transactions accurately and efficiently at the cash register.
Maintained knowledge of current promotions, policies concerning payment and exchanges.
Utilized computer systems for order entry, tracking, invoicing and other related tasks.
Identified problems or discrepancies in inventory levels and notified supervisor accordingly.
Assigned duties such as restocking shelves or cleaning work areas to team members.
Organized promotional displays throughout the store in accordance with corporate guidelines.
Demonstrated excellent customer service skills at all times.
Answered incoming calls regarding product inquiries or orders.
Counted cash, made change, and stored coupons to keep organized and balanced cash register drawer.
Followed loss prevention guidelines to deter theft.
Education
High School Diploma -
Brunswick High School
Brunswick, MD
05-2018
Skills
Electronic Records Management
Insurance Verification
Office Administration
Patient Care and Education
Appointment Scheduling
Payment Collection
Medical Data Collection
HIPAA Compliance
Relationship Building
Patient Safety
Care Planning
Medical Terminology
Customer Service
Documentation
Scheduling
Continuous Improvement
Data Entry
Critical thinker
Communication Equipment Operation
Certification
FEMA Courses- (National Response Framework)
FEMA- (National Incident Management Systems)
FEMA- (ISC for Single Resource and Initial Action Incident)
FEMA- (Incident Command System (ICS100) for law Enforcement)
DHS- HQ IT Security Awareness and Rules of Behavior
Cyber Awareness Intelligence Community
Cybersecurity Awareness Training CSAT
References
Available Upon Request
Timeline
Patient Coordinator
Frederick Primary Care Associates
06.2022 - Current
Receptionist
Belly Rubs Pet Care
02.2022 - 05.2022
Fast Team Member
Tractor Supply Company
09.2021 - 01.2022
Telecommunications
Department of Homeland Security/Federal Protective Service (Census Bureau- Suitland, MD)
11.2020 - 09.2021
Store Associate
Tractor Supply Company
11.2019 - 11.2020
Kennel Assistant
Skylos Sports Medicine
01.2019 - 11.2019
Grooming Assistant
Brunswick Grooming Spa
02.2018 - 01.2019
Store Associate
Tractor Supply Company
11.2017 - 10.2018
High School Diploma -
Brunswick High School
FEMA Courses- (National Response Framework)
FEMA- (National Incident Management Systems)
FEMA- (ISC for Single Resource and Initial Action Incident)
FEMA- (Incident Command System (ICS100) for law Enforcement)
DHS- HQ IT Security Awareness and Rules of Behavior
Cyber Awareness Intelligence Community
Cybersecurity Awareness Training CSAT
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