ANGELA M. MCCRAY

SUMMARY:

• Customer-focused professional with over 5 years of dedicated experience suppor ng the healthcare industry.

• Demonstrated exper se in promptly and courteously handling a high volume of telephone calls, ranging from 100 to 200+ daily, while efficiently triaging and providing essen al informa on.

• Adept at serving as a liaison to physicians, ensuring accurate pa ent iden fica on and demographics for inpa ent specialist care in accordance with established response me standards.

• Proficient in u lizing various resources, including on-call schedules, directories, pharmacy informa on, pa ent census lists, NM Intranet, and external websites.

• Me culously documented all transac ons and consistently adhered to departmental schedules for submission. This includes but is not limited to Emergency Reports, Cri cal Incident Reviews, Daily Shi Logs, Daily Opera ng Reports, Fire Control system availability logs, and long-distance tracking spreadsheets using MS Excel and Word.

• Well-versed in u lizing a variety of tools and systems essen al for documenta on, tracking, data management, and healthcare support, including MS Office, on-call schedules, directories, and internal databases. PROFESSIONAL EXPERIENCE:

Northwestern Medicine Lake Forest Hospital, Lake Forest, IL August 2020 to November 2023 Operator Service Specialist

• Politely and promptly answered and appropriately triaged telephone calls in an efficient, professional manner, handling between 100-200+ daily.

• Provided excep onal customer service to callers in order to establish a posi ve first impression of Northwestern Medicine, while maintaining call center performance metrics.

• Dispatched emergency first responders, using established logarithms where available and appropriate, or by way of cri cal judgment, based on clinical or other condi ons described by personnel at the scene of clinical or environmental emergencies or disasters, such as Bioterrorism or Opera on Triage events.

• Served as liaison to physicians in support of specialist care to inpa ents by providing accurate pa ent iden fica on/demographics, in accordance with established response me standards.

• U lized MS Office (Word, Excel, etc.) and other internal systems for communica on, documenta on, tracking and data management.

• In support of Hospital safety and JCAHO Life Safety standards, monitored, tested, and assessed the readiness of a) emergency hotlines, b) telephone systems, c) public address, in-house, Code and WAN paging.

• Knowledgeable of and uses a variety of resources, including but not limited to on-call schedules, directories, pharmacy, pa ent census lists, NM Intranet, websites.

• Provided support for the NM answering service as needed. This will require the operators to triage pa ent calls outside of physician office hours and determine appropriate ac on based upon answering service protocols.

• Developed and maintained fluency in medical terminology and a broad understanding of services and programs available to NM customers.

• Interacted with management, co-workers, pa ents, other NM departments in such manner that communica ons transac ons are accomplished in accordance with NMHC and departmental policy and in keeping with the Pa ents First and Core Values.

• Maintained the integrity of the database by entering and upda ng reference items and communica ng the need for content or procedural changes to departmental manuals, as daily interac on with physicians, Hospital staff, and others brings it to our aten on.

• Developed and maintained current knowledge of NMHC and departmental policy, procedure and services, atendance at staff mee ngs, and daily review of electronic and other correspondence, to ensure that our pa ents, families, and others receive accurate and mely informa on.

• Documented all transac ons and submit them in accordance with departmental schedules, including but not limited to Emergency Reports, Cri cal Incident Reviews, Daily Shi Logs, Daily Opera ng Reports, Fire Control system availability logs, long distance tracking spreadsheets using MS Excel and Word. Rolling Hills Manor, Zion, IL February 2018 to June 2020 Recep onist

• Greet visitors and pa ents in a warm and professional manner.

• Answered and directed incoming calls promptly and efficiently.

• Managed the recep on area to ensure a clean and welcoming environment.

• Scheduled and confirmed appointments for pa ents.

• Coordinated with healthcare providers to manage appointment calendars.

• Provided informa on to visitors and answered inquiries about services.

• Assisted pa ents with check-in and registra on processes.

• Performed basic clerical tasks, such as data entry, filing, and photocopying.

• Assisted with sor ng and distribu ng mail.

• Relayed messages and informa on to the appropriate staff members.

• Maintained open communica on with other departments. EDUCATION

• Associate Degree in Applied Science, College of Lake County, Grayslake, IL, incomplete

• GED, College of Lake County

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