Tracy L Williams
Peoria,AZ
Summary
Experienced professional with a strong background in credit card call center management and international management assignments. Proven track record of successfully leading teams and supervising employees for over 20 years. Skilled in planning, scheduling, and managing daily activities, as well as training new work processes and procedures. Exceptional at monitoring and evaluating performance, surveying customers, and developing action plans to enhance department productivity. Certified Medical Assistant with specialized knowledge in cosmetic surgery, geriatric medicine, internal/family medicine, hospice, and cardiology. Proficient in medical terminology, cardiac terminology, EKGs, Holter Monitors, and INRs.
Overview
34
34
years of professional experience
Work History
DME Coordinator-Medical Assistant
Hospice of The Valley
08.2018 - Current
- Processes DME orders and serves as resource for HOV staff on DME products.
- Records all order/pick-ups (from DME phone line or emails) in HOV+ and Home Works, notifying appropriate vendor in a timely manner.
- Works closely with HOV ordering personnel to ensure patients' who are coming onto Hospice have all needs taken care of in a timely manner to ensure accurate delivery.
- Tracks time sensitive orders and obtains ETA's. Provides notification to vendors when time windows are not met or when delivery is not complete.
- Orders CPAP and BIPAP's and communicates with Respiratory Therapist and makes recommendations to RN Case Managers/Team Leaders.
Senior Team Leader
Discover Financial Services
09.1990 - 11.2018
- Served as Customer Service Lead for a major credit card call center with operation centers in four states and new endeavors in two countries
- Promoted to lead team of 15-50 employees daily in call center operations
- Collaborate with Customer Care Manager to create strategic plans to enhance customer satisfaction
- Provide employees with tools to maintain and increase service levels to both internal and external customers
- Work closely with other departments to promote consistency and collaboration to achieve business objectives annually
- Gather, analyze and report daily/weekly/monthly team and department statistics
- Instrumental in improving customer-satisfaction ratings through suggestion, development, and implementation of new flexible procedures and process matrixes
- Increased employee knowledge by assisting with development and implementation of product-training programs
- Enhanced employee performance and attendance through daily mentoring, one-on-one discussions, strategizing work processes and motivational strategies
- Served as Customer Service Lead for a major credit card call center with operation centers in four states and new endeavors in two countries
- Responsible for writing attorney letters for clients who are delinquent or who are filing bankruptcy on their credit card(s)
- Collaborate with customer care manager to create strategic plans to enhance customer satisfaction
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
Certified Medical Assistant
Hospice of The Valley Geriatric Solutions
11.2015 - 08.2018
- Responsible for answering patient/family/caregiver calls which involves assessing the situation, obtaining pertinent information, and relaying information as necessary to the medical provider to receive further information as to how to proceed; relaying instructions to patient/families/caregivers
- Currently work with 2 medical provider's daily/monthly
- I have worked with up to 5 medical providers at once and still met all deadlines
- Fulfills clerical responsibilities as assigned which may include: accurately and thoroughly documenting patient reports, hospital notes, referral information, etc.; confirming appointments; verifying and/or entering patient demographics; managing charts to ensure information is completed and filed appropriately
Certified Medical Assistant
BMG East/Banner Phoenix Internal Medicine
11.2013 - 11.2015
- Responsible for handling patient care flow within a high volume fast paced internal medicine practice with six internal medicine physicians on site
- Required to room patients, take vitals, and perform procedures within my scope, answer/respond to very busy incoming calls/voicemail
- Responsible for properly conducting INR's, glucose testing, EKG's, ear lavage, wound cleaning/wrapping, rapid strep, urine dips, and assisting my physician in female examinations
- Fully trained in NextGen and Centrix EHR with the ability to accurately refill medications, order labs/diagnostic testing, forward medical records, generate referrals, schedule patients, and respond timely to patient needs under my physicians direction
Education
Diploma of Medical Assisting -
Arizona College of Allied Health
Phoenix, Arizona01.2012
Bachelor of Science - Exercise Science Pre Physical Therapy
Grand Canyon University
Phoenix, Arizona01.2011
Bachelor of Science - Management
Western International University
Phoenix, Arizona01.2006
Skills
- Customer Service
- Data Entry
- Work Planning and Prioritization
- Strategic Planning
- Administrative Leadership
- Staff Supervision
- Medical Terminology
- Administrative Oversight
- Business Administration
- Microsoft Office
- Decision-Making
- Phone and Email Etiquette
Accomplishments
- Delta Mu Delta- National Honor Society
- Dean's List- Arizona College of Allied Health
- Certified Medical Assistant
Timeline
DME Coordinator-Medical Assistant
Hospice of The Valley
08.2018 - Current
Certified Medical Assistant
Hospice of The Valley Geriatric Solutions
11.2015 - 08.2018
Certified Medical Assistant
BMG East/Banner Phoenix Internal Medicine
11.2013 - 11.2015
Senior Team Leader
Discover Financial Services
09.1990 - 11.2018
Diploma of Medical Assisting -
Arizona College of Allied Health
Bachelor of Science - Exercise Science Pre Physical Therapy
Grand Canyon University
Bachelor of Science - Management
Western International University
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