Yohannys Jones
Chamblee,GA
Summary
Motivated and bilingual Customer Service Representative with a strong background in managing high-volume calls, de-escalation techniques, and customer satisfaction. Seeking a role that leverages my experience in customer care, technical troubleshooting, and effective communication. Eager to contribute to a dynamic team focused on delivering exceptional service and maintaining high customer satisfaction levels.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Patient Access Representative
Wellstar Cobb Hospital
11.2024 - Current
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- 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.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
Customer Care Representative
Kaiser Permanente
08.2024 - Current
- Provide exceptional customer service by handling high-volume calls and resolving patient inquiries related to appointments, billing, and insurance coverage
- Utilize EMR systems to update patient records and ensure accurate documentation
- Collaborate with healthcare teams to schedule appointments and coordinate patient care
CNA
Right at Home
07.2024 - Current
- Provide in-home care to elderly and disabled patients, assisting with daily activities such as bathing, dressing, and mobility
- Monitor vital signs and report any significant changes to supervising nurses
- Develop and maintain strong relationships with patients and their families, ensuring personalized care
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Offered immediate assistance in emergency and routine paging situations to evaluate needs and deliver care.
- Evaluated patients to identify and address wounds, behavioral concerns, and medically relevant symptoms.
Access Operations Associates
Children's Healthcare of Atlanta
03.2022 - 04.2023
- Oversaw daily operations, ensuring timely completion of tasks and adherence to company policies and procedures.
- Trained and mentored new team members, fostering a positive work environment and promoting professional growth.
- Followed shipping and receiving procedures for goods and materials.
- Maintained accurate records using various software systems, ensuring data integrity and regulatory compliance.
- Provides a seamless experience for those calling our main 785-KIDS contact phone number
- As an AOA its always important to work as a team player, have good communication to complete task in the most effective and efficient way.
- Establish rapport with new clients by providing cheerful and informative conversation when contacted via our main scheduling line.
- Coordination of telephone triage support services.
- Organized and facilitated group activities designed to promote healthy development in children
- Accurately collect and input patient information into the hospital's electronic health records system during the admission and registration processes.
- Coordinate and schedule patient appointments, ensuring optimal use of facility resources and timely patient care.
- Verify patient insurance coverage and obtain necessary pre-authorizations to facilitate seamless billing and reimbursement processes.
- Provide exceptional service to patients and their families by addressing inquiries, resolving concerns, and guiding them through the hospital's procedures and services.
- Work closely with medical staff, nursing teams, and other departments to ensure a cohesive and efficient patient experience.
WIC Clerk
DeKalb County Board of Health
03.2021 - 08.2021
- Guided families on nutrition, hygiene, and safety practices, particularly for children
- Developed and organized group activities to promote healthy child development
- Coordinated with healthcare providers to deliver comprehensive patient care
- Assisted in developing informative materials for clients to better understand WIC benefits and guidelines.
- Handled high volumes of incoming calls while managing multiple tasks effectively, contributing to an organized work environment.
- Educated participants on the importance of proper nutrition and supported them in making healthier lifestyle choices.
- Processed WIC applications and determined eligibility for program participation, ensuring families received proper assistance.
- Scheduled appointments with applicants to gather information and explain benefits processes.
CNA
Labor of Love
02.2018 - 03.2020
- Assisted patients with activities of daily living, including personal hygiene, mobility, and feeding
- Provided emotional support and companionship to patients, enhancing their overall well-being
- Maintained accurate records of patient care and reported any concerns to nursing staff
- Maintained confidentiality of patient information according to HIPAA guidelines while communicating effectively with team members about critical updates.
- Enhanced patient satisfaction by providing compassionate and attentive care.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Ensured prompt response to call lights, addressing patient needs in a timely manner.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Prevented bedsores by regularly repositioning patients and implementing proper wound care techniques.
- Assisted in emergency situations under the direction of nursing supervisors or physicians, providing crucial support during life-saving interventions.
- Facilitated smooth patient transitions from hospital settings to home or long-term care facilities, ensuring continuity of care throughout the process.
Hotel Front Desk Clerk
Hampton Inn Suites
02.2014 - 11.2015
- Collected room deposits, fees, and payments.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
- Confirmed relevant guest information and payment methods to prevent fraud.
- Handled financial transactions accurately, ensuring proper billing and payment processing.
- Managed a high volume of calls, directing guests to appropriate departments and services.
- Maintained a clean and organized front desk area, creating a welcoming environment for guests.
- Responded to guest inquiries and resolved complaints to establish trust and increase satisfaction.
- Provided exceptional customer service through active listening and empathetic communication, resulting in increased guest satisfaction ratings.
- Monitored occupancy rates closely to maximize revenue potential while adhering to hotel policies regarding overbooking.
Education
CNA Certificate -
Mentee College
Lawrenceville, GA12.2017
HS Diploma -
Northeast High School
Clarksville, TN06.2008
Skills
- AWS Phone Software
- Zendesk
- Salesforce
- Electronic Health Records (EHR)
- Electronic Medical Records (EMR)
- Insurance Verifications
- Microsoft Office Suite (Outlook, Excel, Word, Teams, PowerPoint)
- Google Workspace
- Mac and Windows OS
- De-escalation Techniques
- Account Updating
- Upselling Products and Services
- Report Generation
- Scheduling
- Data Collection
- Typing Speed: 55 WPM
- Bilingual (Spanish and English)
- Strong Active Listening
- Effective Patient Communication
- Collaboration with Healthcare Teams
- Patient Care
- Vital Signs Monitoring
- Basic Life Support (BLS) Certified
- CNA Certified
- Medical Office Procedures
- Data entry proficiency
- Call center experience
- Insurance verification
- Payment handling
- Vital signs monitoring
- Welcoming guests
- HIPAA compliance
- Complaint handling
- Interpersonal and written communication
- Cross-cultural sensitivity
- Greeting guests
- Cash handling experience
- Patient check-in
- Product knowledge
- Guest reception
- Registration and admissions
- Verbal communication
- Safety procedures
- Phone and email etiquette
- Customer relationship management
- Documentation and reporting
- Administrative support
- Strong empathy
- Billing coordination
- Emotional support
- Basic accounting
- Operations management
- Telephone etiquette
- Quality assurance
Certification
- Certified Nursing Assistant (CN00300555438)
- Basic Life Support (BLS) Certified
Languages
Spanish
Native or Bilingual
Timeline
Patient Access Representative
Wellstar Cobb Hospital
11.2024 - Current
Customer Care Representative
Kaiser Permanente
08.2024 - Current
CNA
Right at Home
07.2024 - Current
Access Operations Associates
Children's Healthcare of Atlanta
03.2022 - 04.2023
WIC Clerk
DeKalb County Board of Health
03.2021 - 08.2021
CNA
Labor of Love
02.2018 - 03.2020
Hotel Front Desk Clerk
Hampton Inn Suites
02.2014 - 11.2015
HS Diploma -
Northeast High School
CNA Certificate -
Mentee College
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