Twanna Behlin
Willingboro,NJ
Summary
Experienced Professional
Patient Care Professional with strong background in patient advocacy, care coordination, and healthcare communication. Adept at collaborating with multidisciplinary teams to ensure optimal patient outcomes and satisfaction. Highly adaptable, reliable, and driven to meet evolving healthcare needs. Skilled in patient education, conflict resolution, and empathetic support.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Patient Care Liaison
CenExel Clinical Research
05.2022 - Current
- Enhanced patient satisfaction by addressing concerns and providing timely resolutions.
- Maintained detailed records of interactions with patients, ensuring accurate documentation for ongoing assessments and continuous improvement efforts.
- Leveraged strong interpersonal skills to build trusting relationships with diverse populations of patients, fostering mutual respect and open communication channels.
- Educated patients on available resources within the community, helping them navigate complex healthcare systems with ease.
Certified Nursing Assistant
Arum Healthcare Services
03.2024 - 12.2024
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
- Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
Certified Nursing Assistant (CNA)
Visiting Angels
03.2022 - 05.2022
- Attending to clients in their home daily with tasks
- My duties include medical duties along with companionship
- We take care of any errands needed and set the best hygiene strategy build for the client
- Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
- Assisted patients with daily living activities for enhanced comfort and wellbeing.
Credit Operations Specialist II
JPMorgan Chase
01.2016 - 02.2022
- Company Overview: Portfolio Risk Review Team
- New Account Lending Team (NAL)
- Inbound Call Application Reviews
- Outbound Queue Application Reviews
- NAPC Document Processing Project
- Portfolio Risk Review Lending Team (PRR)
- Inbound Call Account Reviews
- Outbound Queue Account Reviews
- Customer Resolution Team (PRR)
- Escalated Inbound and Outbound Calls (PRR)
- Inbound and Outbound Queue Reviews (PRR)
- Kana Customer Emails Requests (PRR)
- PRR and NAL Escalated Reporting
- Provided peers with SLD enhancement training
- Confer with customers by telephone to provide information and making judgmental decisions about Consumer and Business Credit Card applications, existing accounts, and credit profiles
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Communicating with Persons Outside Organization (Retail Bankers)
- Establishing and Maintaining Interpersonal Relationships
- Experience with: Autodialing systems, Automatic call distribution ACD system, Avaya software, Customer account management software, Customer complaint ticketing management software, Customer relationship management CRM software, Customer service and support software, Customer service knowledge generation software, Desktop computers
- Portfolio Risk Review Team
Claims Customer Service Representative
Anthem Blue Cross Blue Shield
07.2007 - 11.2014
- Company Overview: Dental and Vision Services
- Confer with customers by telephone or in person to provide information about products or services, take or enter orders, cancel accounts, or obtain details of complaints
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Refer unresolved customer grievances to designated departments for further investigation
- Interacting With Computers
- Communicating with Persons Outside Organization
- Establishing and Maintaining Interpersonal Relationships
- Experience with: Autodialing systems, Automatic call distribution ACD system, Avaya software, Customer account management software, Customer complaint ticketing management software, Customer relationship management CRM software, Customer service and support software, Customer service knowledge generation software, Desktop computers
- Dental and Vision Services
Certified Retail Pharmacy Technician
Rite Aid Pharmacy
04.2012 - 06.2014
- Company Overview: (part-time)
- Answer telephones, responding to questions or requests
- Price and file prescriptions that have been filled
- Operate cash registers to accept payment from customers
- Interacting With Computers
- Making Decisions and Solving Problems
- Interpreting the Meaning of Information for Others
- Resolving Conflicts and Negotiating with Others
- Experience with: Cash registers, Compounder software, Database software, Desktop computers, Drug compatibility software
- (part-time)
Retail Sales and Cashier Associate
Dollar Tree Stores
09.2011 - 05.2012
- Company Overview: (part-time)
- Answer telephones, responding to questions or requests
- Operate cash registers to accept payment from customers
- Interacting With Computers
- Making Decisions and Solving Problems
- Interpreting the Meaning of Information for Others
- Resolving Conflicts and Negotiating with Others
- Experience with: Cash registers, Compounder software, Database software, Desktop computers, and sales floor maintained
- (part-time)
Customer Account Specialist
Juniper/Barclays Bank
10.2000 - 01.2007
- Answer customers' questions, and explain available services such as deposit accounts, bonds, and securities
- Compile information about new accounts, enter account information into computers, and file related forms or other documents
- Inform customers of procedures for applying for services such as ATM cards, direct deposit of checks, and certificates of deposit
- Refer customers to appropriate bank personnel to meet their financial needs
- Process loan applications
- Interview customers to obtain information needed for opening accounts or renting safe-deposit boxes
- Monitor Processes, Materials, or Surroundings
- Experience with: Data entry software, Email software, Financial needs analysis software, IBM Lotus Notes, Microsoft Excel, Microsoft Internet Explorer, Microsoft Office software, Microsoft PowerPoint, Microsoft Word, Personal computers, Web browser software
Education
No Degree - Surgical Processing Technician Program
MedCerts
USA12-2025
College - Biology
Essex County College
Newark, NJ06.1995
High School Diploma -
East Side High School
Newark, NJ06-1988
Skills
- LAN
- DNS
- WAN
- MPLS
- Pharmacy Technician Experience
- Microsoft Outlook
- Patient confidentiality
- Professionalism and ethics
- Equipment accountability
- Training and mentoring
- Medical terminology
- Appointment scheduling
- Managing records
- Care plan development
- Patient services
- Patient advocacy
- Medical equipment operation
- Information protection
- Qualified in patient transport
- Healthy meal preparation
- Patient assistance
- Excellent communication
- Sterilization techniques
- Effective communication
Certification
Certified Pharmacy Technician (CPhT), 04/01/12, 06/30/14
- Certified Patient Representative (CPR) - The National Association of Healthcare Access Management (NAHAM).
- Basic Life Support Certificate (BLS) - American Heart Association or Red Cross.
- Customer Service Certification – Various Providers.
- [NJ] Driver's License
- Home Health Aide (HHA) Certification
- Certified Nursing Assistant for NJ, DE, and PA
Personal Information
Work Permit: Authorized to work in the US for any employer
Additional Information - Leadership Skills
- Displays excellent time management with high attention to detail
- Works effectively as a team member
- Maintain patient confidentiality in accordance with HIPPA regulations
- Excellent computer skills - all Microsoft Office products
- Possess effective planning, organizational, communication, presentation and interpersonal skills
- Professional known for making managerial decisions, using discretion and processing highly confidential information
- Reward Program SME
- Update Huddle board for CRT team
- Handle monthly KANA schedule for AZ and DE
- Trained peers on system changes and sent information on trends to ensure consistency across the site
- SME for total claim system for CA and DE site
Timeline
Certified Nursing Assistant
Arum Healthcare Services
03.2024 - 12.2024
Patient Care Liaison
CenExel Clinical Research
05.2022 - Current
Certified Nursing Assistant (CNA)
Visiting Angels
03.2022 - 05.2022
Credit Operations Specialist II
JPMorgan Chase
01.2016 - 02.2022
Certified Retail Pharmacy Technician
Rite Aid Pharmacy
04.2012 - 06.2014
Retail Sales and Cashier Associate
Dollar Tree Stores
09.2011 - 05.2012
Claims Customer Service Representative
Anthem Blue Cross Blue Shield
07.2007 - 11.2014
Customer Account Specialist
Juniper/Barclays Bank
10.2000 - 01.2007
No Degree - Surgical Processing Technician Program
MedCerts
College - Biology
Essex County College
High School Diploma -
East Side High School
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