Patient Care Customer Service
Resume:
Savannah Gough
Full time employee
Enterprise, AL 36330
********.*******@*****.***
Experienced medical professional with a strong dedication to the patients needs, patient care and advanced administrative support. Looking for a leadership position to utilize my expertise in patient problem solving, expert customer service, communication, appointment scheduling, and fostering effective team collaboration. I can work independently or in a medical setting. Willing to relocate to: Dothan, AL - Enterprise, AL Authorized to work in the US for any employer
Work Experience
Office Assistant/Receptionist
Gough Lawn Care and Tree Removal - Enterprise, AL
January 2016 to Present
Patient Care Representative
Urgent Care - Enterprise, AL
February 2024 to May 2024
• Provide both assigned and unassigned work coverage for absent team members.
• Complete any additional duties or assignment in a timely fashion.
• Leadership: Demonstrated leadership skills as an Advanced Medical Support Assistant, overseeing patient priorities and managing a team of 15 Team. Trained new hires after onboarding process.
• Effective communication: Maintained clear and concise communication within the doctor and nurse teams, interdisciplinary teams, and affiliated agencies. Ensured courteous and respectful handling of visitors' calls and inquiries and VA Insurance.
• Team collaboration: Collaborated effectively with medical staff, nursing teams, and interdisciplinary teams to manage patient appointments, prioritize tasks, and adjust workflows to meet patient needs. Telework and in office settings.
• Problem solving: Analyzed complex situations and make appropriate decisions, report to superiors when necessary. Address and resolve patient concerns, delegated concerns to leadership, and provided solutions.
• Adaptability: Successfully adapted to diverse cultures, personalities, and processes, evidenced by experience in multiple healthcare settings and international living experiences.
• Organizational skills: Managed patient appointment schedules, verified insurance information, and updated records. Maintained accurate and confidential patient documentation.
• Time Management: Managed and adjusted workflows to meet nurse and medical assistants Team and patient needs, ensuring efficient patient care and adherence to scheduling guidelines.
• Conflict Resolution: Effectively resolved complaints and conflicts, both among patients and staff, by addressing concerns and delegating issues to appropriate authorities when needed.
• Technical Proficiency: Utilized Microsoft Teams for communication, scheduling, and delay notifications. Proficiently update patient information in various electronic record systems, including MedConnect, 3- R Management, and insurance buffer.
• Customer Service: Provided exceptional customer service by conveying clinic policies, procedures, and locations to patients, families, and staff. Ensured courteous and respectful communication during phone interactions and in-person consultations.
• Training and Onboarding: Trained and assisted with onboarding the new hires, demonstrating effective instructional skills utilizing cause and effect.
Front Desk Receptionist/Administrative Assistant
Bama Transport, LLC - Enterprise, AL
November 2023 to February 2024
• Know, understand, and consistently comply with information security policies, procedures and regulations. Maintains patient privacy by discussing protected information in a private office setting.
• Effectively interacted with diverse personalities, cultures, and processes.
• Timely completes and successfully passes all guidelines, and annual required training.
• Maintained clear communication within BT,LLC Staff, office team, outside teams, and agencies.
• Managed patient priorities and appointments for the office groups.
• Adjusted workflows to meet patient and boss needs.
• Safeguard confidential information, by providing upmost protection of patient's information from being disclosed to unauthorized sources.
• Ensured courteous and respectful handling of visitors' and family members calls. Scheduled patient appointments and consults, monitored schedules.
• Utilized Microsoft Teams for communication and delay notifications.
• Analyzed situations and reported to superiors when necessary.
• Verified patient demographic information and insurance details.
• Maintained collaboration through the app for workspace chat and video conferencing.
• Provided information on clinic policies, procedures, and locations. Training new hires.
• Adjust easily to frequent staff changes, regulations, directives, and the different polices. CNA - Certified Nursing Assistant
Enterprise Nursing Home and Rehabilitation Center - Enterprise, AL April 2019 to December 2023
Full time employee - worked 45+ hours.
• Conducted advanced medical assistant responsibilities.
• Trained and onboarded new nurse assistant and medical assistant hires.
• Managed patient priorities and appointments for 4 halls and their Teams.
• Adapted workflows to meet nurse, doctor and patient needs.
• Ensured professional phone etiquette for visitors' calls.
• Handled patient appointments, consults, and delays using Microsoft Teams.
• Analyzed situations and escalated concerns as needed.
• Verified patient demographics and insurance data.
• Collaborated effectively using what was needed for chat and video conferencing.
• Organizational skills: Managed patient appointment schedules, verified insurance information, and updated records. Maintained accurate and confidential patient documentation.
• Time Management: Managed and adjusted workflows to meet nurse and medical assistants Team and patient needs, ensuring efficient patient care and adherence to scheduling guidelines.
• Conflict Resolution: Effectively resolved complaints and conflicts, both among patients and staff, by addressing concerns and delegating issues to appropriate authorities when needed.
• Technical Proficiency: Utilized Microsoft Teams for communication, scheduling, and delay notifications. Proficiently update patient information in various electronic record systems, including MedConnect, 3- R Management, and insurance buffer.
• Customer Service: Provided exceptional customer service by conveying clinic policies, procedures, and locations to patients, families, and staff. Ensured courteous and respectful communication during phone interactions and in-person consultations.
• Training and Onboarding: Trained and assisted with onboarding the new hires, demonstrating effective instructional skills utilizing cause and effect.
Customer Service Representatives
Chick-fil-A Restaurants - Enterprise, AL
August 2017 to July 2019
Education
Associates in Welding
Lurleen B Wallace Community College - Opp, AL
January 2023 to June 2023
Skills
• FEMA Diversity in the Workplace Training
• Google Docs
• FEMA Active Shooter Training
• Social Media
• Digital Footprint
• Career Search Skills
• Basic Computer Skills
• NorthStar BASIC
• Alabama Certificate of Welding
• 30-Hour OSHA General Industry Card
• Retail sales
• Sales
• Customer service
• Training & development
• Google Docs
• Welding
• Cash register
• Bookkeeping
• Front desk
• Calendar management
• Clerical experience
• POS
• Care plans
• Medical Records
• Computer skills
• Medical terminology
Certifications and Licenses
Welding Certification
July 2023 to Present
State Tested Nursing Assistant
CNA
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