Trina Torres
Denison,TX
Summary
Proven track record in enhancing customer satisfaction and patient care at TMC MEDICAL SUPPLY, adept in complaint resolution and medical terminology. Skilled in active listening and critical thinking, consistently exceeding service standards. Achieved significant improvements in patient recovery outcomes through empathetic communication and efficient problem-solving abilities.
Overview
28
28
years of professional experience
Work History
Customer Service Representative
TMC MEDICAL SUPPLY
02.2021 - Current
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Enhanced patient satisfaction by efficiently addressing and resolving healthcare-related inquiries.
- Maintained accurate records of customer interactions, ensuring proper documentation within the company''s database.
- Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
- Delivered exceptional support during high call volume periods by maintaining composure and professionalism under pressure.
- Promoted a positive work environment through active participation in team meetings and contributing ideas for organizational success.
- Educated customers about billing, payment processing and support policies and procedures.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Maintained up-to-date knowledge of product and service changes.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Monitored cash drawers in multiple checkout stations and maintained adequate cash supply.
- Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.
PT Aide
TMC OUT PATIENT REHAB
12.2006 - 02.2021
- Demonstrated commitment to professional development through continuous learning of new therapeutic techniques and approaches.
- Contributed to successful patient outcomes by closely following therapist''s treatment plans and instructions.
- Implemented effective time management skills to accommodate multiple patients simultaneously while maintaining a high standard of care.
- Promoted a safe rehabilitation environment through diligent equipment maintenance and cleanliness.
- Ensured compliance with HIPAA regulations through meticulous handling of confidential patient information.
- Enhanced patient comfort by providing support during transfers and ambulation.
- Enhanced overall clinic performance by participating in staff meetings for quality improvement initiatives.
- Encouraged patients'' self-care skills development through education on proper body mechanics, home exercise programs, and assistive device usage.
- Boosted clinic satisfaction rates by providing empathetic care that addressed the emotional needs of patients during their recovery journey.
- Developed strong rapport with patients through attentive listening and compassionate communication, fostering trust throughout the rehabilitation process.
- Promoted patient adherence to prescribed home exercise programs by providing clear instructions and demonstrations, resulting in improved functional outcomes.
- Assisted therapists in administering modalities such as heat, cold, ultrasound, and electrical stimulation to optimize patient recovery.
- Streamlined therapy sessions by efficiently setting up necessary equipment and materials for each appointment.
- Improved patient mobility by assisting in exercises and stretches during rehab sessions.
- Performed treatment procedures to improve patient's functioning.
- Prepared patients for treatment by positioning, dressing or removing external supports.
- Answered telephones and performed light clerical duties to maintain smooth operations while attending to various program needs.
- Assisted patients during ambulation to prevent injuries.
- Maintained cleanliness and sanitation of clinic or treatment environment.
- Monitored patient progress and reported changes to physical therapist.
- Followed all HIPAA rules and regulations regarding patient confidentiality.
- Prepared for sessions by setting up patient treatment areas and equipment.
- Educated patients and families on exercises and proper body mechanics.
- Utilized gait belts, lifts, or slings to safely move and transfer patients.
- Performed therapeutic massage, hot-cold packs placement, or electrical stimulation under direction of physical therapist.
- Assisted physical therapists with patient examinations using manual therapy techniques and therapeutic exercise instruction.
- Administered ultrasound, diathermy or other therapeutic modalities.
- Utilized aquatic therapy treatments for patients with orthopedic and neurological conditions.
Senior Rehab Aid
Reba McEntire Center for Rehabilitation
12.1996 - 02.2006
- Developed strong rapport with patients through attentive listening and compassionate communication, fostering trust throughout the rehabilitation process.
- Ensured compliance with HIPAA regulations through meticulous handling of confidential patient information.
- Maintained close communication with therapists regarding patients'' progress or concerns, enabling prompt adjustments to treatment plans when necessary.
- Enhanced patient comfort by providing support during transfers and ambulation.
- Daily Showers, making beds, assisting with self care.
- Helping with feeding schedules
- Transporting patients to the hospital as needed.
- Working closely with the nurse in assisting with wound care, intake and some unit clerk work.
Education
High School Diploma -
McKinney High
McKinney, TX05.1985
Skills
- Customer Service
- Problem-solving abilities
- Active Listening
- Critical Thinking
- Data Entry
- Customer Relations
- Computer Proficiency
- Money handling abilities
- Complaint Handling
- Microsoft Excel
- Complaint resolution
- Payment Processing
- Paperwork Processing
- Appointment Scheduling
- Documentation
- Live chat support
- Sales expertise
- Order Fulfillment
- Recordkeeping strengths
- Service Upselling
- Medical terminology knowledge
Timeline
Customer Service Representative
TMC MEDICAL SUPPLY
02.2021 - Current
PT Aide
TMC OUT PATIENT REHAB
12.2006 - 02.2021
Senior Rehab Aid
Reba McEntire Center for Rehabilitation
12.1996 - 02.2006
High School Diploma -
McKinney High
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