Medical Customer Service

SUSAN COLE

**** *. ******* ******, *******-Salem, NC 27101

336-***-**** (H)

336-***-**** (C)

*********@*****.***

SUMMARY

Personable and reliable medical unit secretary and medical records technician highly experienced in fast-paced critical care settings. Skilled with Hyland OnBase and Epic software. Possesses in-depth knowledge of medical terminology. Proven ability to establish rapport with patients, patient families and medical staff. An excellent communicator with superior clerical and customer service skills. Valued for the ability to organize, prioritize and calm chaos.

PROFESSIONAL EXPERIENCE

NOVANT HEALTH FORSYTH MEDICAL CENTER, Winston-Salem, NC 1989-2015

Med Clerk Tech, 2014-2015

Prepared medical records for scanning into the Epic System.

Ensured paper charts were in correct order and ready for scanning

Scanned patient charts into system and conducted Quality Control audits to verify accuracy and completion of transfer from paper to computer

Unit Secretary, 1989-2014 (service break July 2004-February 2005)

Transcribed physician’s orders and entered into computer systems.

Provided support in multiple medical center units including ICU, Cardiac Telemetry, CCU, Pre-Anesthesia, and General floors

Worked in Medical Records for Winston-Salem Cardiology, 1998-2000

Proficient with various computer applications, including Hyland OnBase and Epic programs

Skilled at interpreting doctors’ orders and researching questions

In-depth knowledge of medical terminology

Recognized for personable manner in speaking with patients, family members, hospital staff and others, both in person and on the telephone

Remained level-headed during times of crisis, and served as calming influence for patients and their families

Very comfortable handling inquiries and knowing when to respond vs when to direct to another appropriate person according to their needs

Detail-oriented and thorough in reviewing work of others

Operated office equipment including fax machines, copiers, and phone systems; arranged for repairs as needed

Known for punctuality, reliable attendance, an ind determination to get the job done

WAKE FOREST BAPTIST HEALTH, Winston-Salem, NC 1983-1989

Medical Unit Secretary

Set up and managed paper records, updated paperwork and maintained documents.

Organized and transcribed doctors’ orders in an all-paper environment

Greeted visitors and handled inquiries or directed them to appropriate individuals

Answered telephones and gave information to callers, took messages or transferred calls to appropriate individuals

Operated office equipment including copy machines, intercoms and pager systems

Distributed lab orders, delivered specimens to the lab and collected blood from the blood bank

Located and attached appropriate files to incoming correspondence requiring replies

Provided services to customers such as order placement or account information

Ordered and dispensed supplies

AT&T, Winston-Salem, NC 1979-1983

Bench Hand, Telephone Assembly

Assembled parts on telephone circuit boards

Skilled at use of soldering equipment

Helped train new employees

EDUCATION

Certificate, Medical Unit Secretary, Forsyth Technical College, Winston-Salem, NC

Diploma, North Forsyth High School, Winston-Salem, NC

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