Customer Service Medical Assistant

Cornell Morgan

**** * ******** ***, ** ***** • 602-***-**** • ***********@***.***

Professional Summary

Experienced professional with over 20 years of great customer service in healthcare and social services settings. Excellent skills and reputation in resolving problems, improving customer satisfaction, and driving overall operational improvements. Positively impacting overall staff morale and productivity. Highly organized and capable of anticipating needs of clients/ customers. . Able to multi-task and proficient in Microsoft Excel, Word, Power-point and EMR records. Compassionate, kind and looking for organization that brings out the best in me. An organization and an opportunity that serve others, serves me.

Skills

Proficient in Excel, Microsoft Office and Word, Outlook, Point Click Care EMR and Axxess EMR

Scheduling of 30+ employees for 24/7 staffing needs

Client admission needs assessments and updates

Customer service/patient relations

Strong written and verbal communication

Program development

Training and Development / Interviewing / Recruiting

Problem / Complaint resolution

Team leadership / Care coordination

Chart Audit, review, maintenance to support and comply with state DHS regulations and Medicaid/ Medicare requirements

Safety/Quality assurance controls and improvement

Work History

Employment Specialist/Job Coach, 10/2021 to present

Wedco Employment Services -Phoenix AZ

Demonstrate and model professional and ethical employment behaviors at all times

Meet clients at their place of work or training internship out in the community

Meets 2 to 3 clients a day – shifts vary to client’s needs. Daily driving required between clients.

Develop positive professional rapport with clients, employers, and fellow team members

Assist clients in identifying their professional strengths and challenges

Identify the employment goals of each individual

Create daily written goals with clients that will allow them to achieve their employment aspirations

Provide and share supportive and constructive feedback to clients

Write clear, objective, and detailed case notes documenting your coaching, feedback, and client responses.

Meet all daily and weekly documentation deadlines

Maintain frequent and open communication with management and fellow team members to ensure the highest quality of customer service possible

Director of Senior Center, 11/2021-4/2022

Salvation Army- Phoenix Az

• Responsible for the overall day-to-day operations of the Senior Center, including meal deliveries, activity programs, transportation services, and facility upkeep

•Responsible for training and supervising staff and volunteers, managing budget, fundraising, maintaining records, community engagement, guest satisfaction, and compliance with organizational and licensing agency standards

•While performing the duties of this job, the employee is regularly required to walk, stand, climb or balance, stoop, kneel, crouch, crawl and reach with hands and arms on a continuous basis

Outreach Coordinator, 05/2019 to 10/2019

Ciox Health – Phoenix, AZ

Provided customer service for approximately 80-100 inbound/outbound calls per day to obtain medical records for federal and state funded insurance programs including Medicare chart reviews and audits

Ensure quality service. problem resolution and provide basic troubleshooting support

Ability to work well independently and team members and management and highly motivated to meet company expectations

Director Of Assisted Living, 06/2007 to 01/2019

Christian Care – Phoenix, AZ

Managed daily operations of approximately 100 assisted living and memory care residents.

Responsible for direct responsibility for annual departmental budget prep and oversight.

Responsible for clinical and non-clinical staff of 30 employees. Responsibilities include staffing for

24/7 scheduling to ensure resident safety, recruitment, retention, employee coaching, disciplining and termination if employees not responsive to corrective action provided.

On-call 24/7 to address issues/concerns that staff needed guidance on and problem resolution.

Perform client needs assessments prior to move-in and periodically and work in conjunction with nursing staff and coordinate care or transfer to skilled nursing when no longer able to meet their needs safely.

Developed team communication and oversight of staff meetings to continuously focus on quality measures.

Worked closely with families to ensure their satisfaction with staff and delivery and coordination of care.

Primary responsibility for maintaining compliance with state regulations for assisted living facility, HIPPA compliance and work in conjunction with outside providers such as insurance case managers, MD's, NP's, pharmacies, hospice, home health, labs and x rays to better provide for resident needs.

Coordinated care to try and prevent hospitalizations and frequent ER visits which increased resident insecurity and confusion if their needs were able to be met by outside providers already involved in provision of resident care.

Valuable member of the Leadership team for over 10 years and reached consensus to implement strategic planning for Quality Improvement

Education

Associate of Science: Organizational Management, 2010

Rio Salado College - Tempe, AZ

Certification For Aging Service Professional, 2012

University of Texas - Dallas, TX

Program included leadership, continuum of care in senior population, budgeting, marketing and overall success in care delivery to assisted and memory care residents.

Bachelor of Science: Business Management

Western Governors University - Salt Lake City, UT

In progress

Certification/License

Certificate in Leadership-2010

Licensed Assisted Living Manager-2009

Medical Assistant - 2000

Certified Nursing Assistant- 2005

Life, Health & Accident Producer 2019

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