Customer Service Health Care
Resume:
FIORELLA COOK, MBA
**** ******** ******, ******* ** 32807
************@*****.***
SUMMARY
Adaptable, self-directed professional who successfully communicates at all levels. Efficiently manages goals, quality standards and timelines for multiple projects. A sound work ethic coupled with strong interpersonal skills ensures maximum efficiency is maintained. Consistently promotes teamwork and direct communication with co-workers.
EDUCATION
Davenport University, Grand Rapids, MI (online courses) 2017
Master of Business Administration with a Health Care Management Concentration
Relevant Coursework:
Ethical & Legal Perspectives/Health Care
Financial Management for Health Care
Strategic Management for Health Care
Organizational Development & Culture
Information Mgmt. /Health Care
Managerial Accounting
Health Care Organizations
Managing Human Resources
Business Analysis
Managerial Economics
Financial Management
Marketing Strategies
Florida Hospital, Orlando, FL 2009
Health Unit Coordinator Training
Basic EKG Interpretation for Monitor Technician
Adventist University of Health Sciences, Orlando, FL 2008
Bachelor of Science in Health Sciences
SKILLS
Current Medical Technology Skills
Medical Terminology
MS Word/Excel
Vitals/Assessment
Admissions/Discharge/Transfer
Charting/Patient Data
EMR Documentation
Medical Billing Process
Office Management Experience
Insurance Reimbursement
Collections
Training & Implementation for Staff
Monitoring/Documentation
Organization/Time Management
Record Management
Emergency Response
Quality Standards/Initiatives
Excellent Customer Service
CPR Certification
HIPAA Compliant
Practice Management
LANGUAGE
Bilingual (Spanish & English)
PROFESSIONAL EXPERIENCE
Smile Concepts Orthodontics, Apopka, FL
Marketing and Treatment Coordinator 2016 - 2017
Collaborate with new patients ensuring an excellent experience from the first call.
Review orthodontic treatment options and treatment plans.
Presentation of fees and calculation of financing options.
Patient scheduling and follow-up phone calls.
Management of internal and external marketing; develop and implement strategies to identify practice needs: staffing, services, equipment and facilities.
Management of social media.
Fiorella Cook, MBA, page 2
One Call Care Management, Jacksonville, FL
Patient Care Coordinator 2015 - 2016
Supported patient operations with overall care coordination for patients, serving as their primary point of contact for all customer service, administrative and scheduling needs.
Acted as the liaison for the patient and family, working with both administrative and clinical staff from multiple departments to improve the patient's overall experience.
Certified Translations LLC, Florida Hospital, Orlando, FL
Medical Interpreter - Contractor 2014 - 2016
Assisted patients who required interpretive services to understand the health care system and when necessary referred patients to a variety of social services providers.
Marco Tile Gallery LLC, Orlando, FL 2012 - 2015
Office Manager
Ensured the execution of company policies and procedures.
Responsible for training and coaching of workgroup staff.
Supervised a workgroup of 3-5 Customer Service Representatives.
Provided detailed direction, set priorities and provided feedback to the staff.
Effectively communicated and interacted with management, staff, and vendors.
Florida Hospital, Orlando, FL 2004 - 2012
Surgical GYN/Oncology Department
Health Unit Coordinator / Monitor technician
Provided organizational, receptionist, and clerical support to inpatient care units and the health care team.
Communicated effectively via a variety of modalities with patients, visitors, and facility staff and played an integral role in communication across the continuum of care.
AWARDS/HONORS/VOLUNTEER
Marketing Coordinator (New Life Television) 2014 - Present
The Academic Metro Kids Connection Center, (Celebration Church – outreach) 2014 - 2016
Youth Leader, Restoration Christian Center 2004 - 2010
Jean W. Iles Scholarship (Adventist University of Health Sciences) 2009
Dean’s List (Adventist University of Health Sciences) 2008
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