Customer Service Assistant

Shelley MacMillan

Plant City, FL ***** C: 563-***-**** E: *************@*****.***

Summary

Compassionate and empathetic Physical Therapist Assistant offering well-developed skills in customer service and assessing muscular/skeletal conditions Pursuing a position in a busy healthcare organization where a positive personality and a vast understanding of various medical conditions are highly sought. Talented and focused bringing more than 14 years of experience with a wide variety of expertise from marketing to management.

Skills

Progress reports

HIPAA requirements

Heavy caseloads

Conditioning

Organization

Customer service

Operational improvement

Planning and coordination

Communications

Team building

Relationship development

Experience

PHYSICAL THERAPIST ASSISTANT 11/2015 to Current

Encompass Home Health - Lakeland, FL

Traveled to patient homes for therapeutic treatments after surgery or due to illnesses with HEP, nutrition, hygiene and lifestyle changes

Studied treatment plans and adjusted exercises periodically to maximize benefits. Answered and communicated to patient questions promptly through email, phone and in person. Customer service is a priority. Contributed to patient care plan development and monitoring Called upon physicians to give updates on patient care. Recorded detailed prognosis, treatment, responses and progress notes in patient charts. Scheduled patient appointments in the most effective manner, ensured received high-quality care. Improved operations by working with team members and customers to find workable solutions. Earned reputation for good attendance and hard work. PROGRAM DIRECTOR 06/2010 to 11/2015

Kindred Healthcare - Bettendorf, IA

Managed caseload of multiple sessions weekly using various types of therapies and approaches including ST. OT and PT Collaborated with multidisciplinary team to determine effective treatment plans. Revised treatment plans in consultation with my clinicians and progress Tracked all incoming patient information, intervention plans, patient responses to treatment, scheduling and billing Performed site evaluations, customer surveys and team audits. Provided excellent service and attention to customers when face-to-face or through phone conversations, including family members Improved profit margins by streamlining operations and workflow and negotiating competitive vendor contracts. Improved customer satisfaction by finding creative solutions to problems. Education and Training

Black Hawk College - Moline, IL Associate of Science Physical Therapy, 2006

Accomplishments

CPR certified, Geriatric certified, Customer Service appreciation

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