Twyshawna Cress
Big Stone Gap,VA
Summary
Hardworking, dedicated, enthusiastic, and results-oriented Professional with over four (4) years of progressive knowledge and experience in various areas of business operations, administrative support, and customer service. Thrive in a high-pressure, fast-paced environment and can prioritize multiple projects, adapt to changing situations quickly, and work resourcefully / effectively under stress and time constraints while ensuring the highest quality, accuracy, and efficiency.
Overview
12
12
years of professional experience
Work History
Patient Access Representative
Ballad Health
Big Stone Gap, VA
02.2020 - 10.2020
- Facilitated patient check-in and registration processes, ensuring accuracy and efficiency.
- Managed insurance verification and pre-authorization requests to streamline patient access.
- Maintained confidentiality of patient information in compliance with HIPAA regulations.
- Trained new team members on systems and procedures to ensure consistency in operations.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Developed proficiency in various healthcare software programs for accurate documentation of patient encounters and streamlined workflows within the department.
Child and Youth Program Assistant (CYPA)
NAF
12.2015 - 10.2016
- Assisted in planning, coordinating, and conducting of indoor and outdoor activities for program participants (aged 6 weeks to 18 years) including group, as well as individual child and youth activities. Participated in regular conferences with parents and staff to discuss child / youth progress and any concerns.
- Established and helped prepare a program environment that sustains participant interest and promotes positive child and youth interactions with other children, youth and adults.
- Reviewed and implemented daily schedules and activity plans to ensure age/stage appropriateness; interacted with children and youth using approved child guidance and youth development techniques.
- Monitored day to day activities to ensure compliance with outlined guidelines and regulations; notified supervisor of health, fire, and safety compliance concerns.
- Participated in program evaluations, identified what was working and areas that could be improved, and provided recommendations for improvement; used designated instruments such as programmatic rating scales, risk assessment tools (as required), self-inspection materials, and national accreditation tools. Collected, maintained, and reported program participation data as needed.
- Assisted in achieving and maintaining DoD certification and national accreditation or equivalent.
- Provided care/supervision, oversight, and accountability for program participants in compliance with local policies, guidance, and standards.
Stay at Home Mother
07.2012 - 12.2015
- Even though not considered to be “in the work force”; kept up on current trends and honed customer service skills through the design / implementation of household operational procedures, resolution of internal conflicts, and management of household finances.
CSM (Customer Service Manager)
WAL MART
02.2011 - 06.2012
- Greeted each customer with a smile and acted as a point of contact for any questions or concerns; listened closely to their needs, identified possible resolutions, and took steps to ensure they left completely satisfied with their experience.
- Provided administrative and sales support to staff; answered incoming calls, handled cash, and completed sales activities.
- Conducted hands-on training for new and existing associates; ensured all staff were aware of and up to date on daily responsibilities and any changes in processes / procedures.
Front End Manager
FOOD LION
01.2009 - 02.2011
- Greeted each customer with a smile and acted as a point of contact for any questions or concerns; listened closely to their needs, identified possible resolutions, and took steps to ensure they left completely satisfied with their experience.
- Provided administrative and sales support to staff; answered incoming calls, handled cash, and completed sales activities.
- Conducted hands-on training for new and existing associates; ensured all staff were aware of and up to date on daily responsibilities and any changes in processes / procedures.
- Facilitated regular staff meetings to ensure awareness, compliance with, and an understanding of newly implemented front end policies.
Education
Associate Degree in Nursing - Nursing
Mountain Empire Community College
Big Stone Gap, VA08-2026
Certificate - Community Health
Mountain Empire Community College
Big Stone Gap, VA12-2026
High School Diploma -
Powell Valley High School
Big Stone Gap, VA05-2006
Skills
- Patient Assessment
- Patient Advocacy
- Wound Care
- HIPAA compliance
- Conflict resolution
- Healthcare software proficiency
- Communication skills
- Documentation accuracy
- Organizational Skills
- Infection Control
- Medication Administration
- First Aid
Certifications
- CPR Certification
- CHW Training Program–American Heart Association (2025)
Timeline
Patient Access Representative
Ballad Health
02.2020 - 10.2020
Child and Youth Program Assistant (CYPA)
NAF
12.2015 - 10.2016
Stay at Home Mother
07.2012 - 12.2015
CSM (Customer Service Manager)
WAL MART
02.2011 - 06.2012
Front End Manager
FOOD LION
01.2009 - 02.2011
Associate Degree in Nursing - Nursing
Mountain Empire Community College
Certificate - Community Health
Mountain Empire Community College
High School Diploma -
Powell Valley High School