TANYA BOOKER

Charlotte, NC *****

704-***-**** - ad0niq@r.postjobfree.com

PROFESSIONAL SUMMARY

Dedicated Customer Service professional with knowledge of service delivery and proven multitasking abilities. Committed to maintaining professional relationships to increase profitability and drive business results. SKILLS

Crisis Intervention

Customer service

Clerical experience

Conflict Management

Motivational Interviewing

Patient Registration

Insurance verifying

Document filing

Medical insurance

Payment collection

MS Office

System Updates

Office Administration

Medical Billing

Chart Pulling

WORK HISTORY

11/2022 to 09/2023 Patient Service Representative

Ceenta – Pineville, NC

Welcome and direct patients with paperwork

Manage patient complaints and feedback

Supervise patient intake procedures

Collect and verify patient information and insurance coverage Manage written, verbal and electronic communications Patient scheduling

Coordinate clinic/office/facility operations

Payment/Copayment collection

Maintenance of patient charts and or electronic health records (EHRs) Built and maintained positive working relationships with patients and staff Investigated insurance claims denials and appeals

Provided exceptional customer service to patients, answering questions and addressing concerns.

Managed over 60 customer calls per day.

02/2014 to 11/2022 Senior Psych Tech

Davidson Behavioral Health Center – Davidson, NC

Assisted in monitoring patient activity and reporting issues to medical staff Assisted in developing activities and conducting therapeutic groups for patients Assisted in developing patient's treatment plans

Supervised and assist psychiatric tech on unit.

Demonstrated respect, friendliness and willingness to help wherever needed Used strong analytical and problem-solving skills to develop effective solutions for challenging situations

04/2018 to 06/2021 Customer Service Representative (remote) Kelly Services – Virginia

Experience working with order placement systems and tools preferred Handle over 50 to 80 inbound and outbound customer calls in professional and courteous manner

Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.

Ability to handle high call volumes consistently throughout workday that range in complexity and sensitivity while maintaining composure with customers Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.

Helped large volume of customers every day with positive attitude and focus on customer satisfaction.

03/2020 to 01/2021 Unit Administrator

Davidson Behavioral Health Center – Davidson, NC

Answer phones and greet visitors

Schedule appointments and maintain calendars

Schedule and coordinate staff and other meetings

Collate and distribute mail

Prepare communications, such as memos, emails, invoices, reports, and other correspondence

Write and edit documents from letters to reports and instructional documents Create and maintain filing systems, both electronic and physical Established team priorities, maintained schedules and monitored performance 05/2012 to 06/2016 Psychiatric Tech/CNA

Novant Healthcare System – Charlotte, NC

Charted daily information on residents such as mood changes, mobility activity, eating percentages, and daily inputs and outputs

Read and recorded temperature, pulse and respiration Participated in maintenance of safe conditions within facility and other related areas

Observed and documented patient status and reported patient complaints to RN. 03/2010 to 01/2012 Behavioral Health Counselor

Alexander Youth Network – Charlotte, NC

Facilitated weekly re-motivation sessions for groups of 15-20 patients Educated patients on importance of proper personal nutrition, hydration, defecation, medication, and personal health issues Built rapport with Individuals, maintained therapeutic relationships, and developed and implemented treatment plans based on assessments Observed individuals for typical and atypical behavior, and provided therapeutic and crisis interventions, followed by required documentation Attended monthly team meetings to advocate for individuals Helped individuals set goals and implement strategies to meet their objectives. 06/2008 to 01/2010 Call Center Representative

Startek – Petersburg, VA

Responded to customer calls and emails to answer questions about products and services.

Adhered to company policies and scripts to consistently achieve call-time and quality standards.

Placed outbound customer service or customer satisfaction calls to follow up on issues.

Achieved high satisfaction rating through proactive one-call resolutions of customer issues.

Processed debit and credit card and electronic check payments. Boosted customer service satisfaction ratings through consistent quality control. 04/2000 to 09/2009 Mental Health Technician

Central State Hospital – Petersburg, VA

Perform basic level of psychiatric nursing care by assisting in coordination of services, including assessment, planning, monitoring, documenting and evaluating services provided as well as by giving personal care to patients, escorting patients, and providing others patients care

Identify personal needs of patients; implements nursing care to individual patients by providing professional nursing assistance, such as taking and charting vital signs

Observes and records patients condition and behavior. Applied de-escalation and limit-setting techniques to promote patient cooperation Assessed patient progress and reported changes to supervising physician Took and monitored vital signs, administered medications, and managed patient behavior

EDUCATION

Expected in 09/2024 Associate's degree

Liberty University - Virginia

CERTIFICATIONS

Certified Nursing Assistant (CNA)

AED Certification

CPR Certification

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