Customer Service Representative
Resume:
Tracy Falkenthal
Rio Rancho, NM 87144
*********@*****.***
Recently graduated registered Respiratory Therapist with a vast 14 year span of respiratory patient care experience. Seeking to further expand into the respiratory medical field through direct patient care with compassion and a driven desire to enhance best patient outcomes. Through professionalism, ambition and a strong commitment to derive best patient practices, I am seeking to flourish and grow within a healthcare corporation that maintains a stellar reputation within the community as a strong dedication to best patient practices.
EXPERIENCE
6/2021 to current
Respiratory Therapist Student Extern
Kindred Hospital-Respiratory Therapy Department
*Treatment of LTAC patients
*ABG draw and analysis
*Nebulizer treatments
*Tracheostomy care
*Stoma care
*Heated trach collar care
*Charting of all patient interactions
*Clean and maintain Draeger ventilators
*EKG/ ECG procedures
11/2019 to 9/2021
Sales Specialist
Lowes-Albuquerque, NM
*IMS, ISST and M2O proficient
*Advanced knowledge in window and door replacement and installation
*Worked in various departments throughout the store as needed 04/2016 to 10/19
Center Manager
Lincare Las Vegas, NV
*Developed and managed budget and revenue expectations while actively seeking ways to eliminate or reduce expenses.
*Evaluated and reported the current equipment inventory to appropriate sources.
*Regularly evaluated employee performance, provided feedback and assisted, coached and disciplined staff as needed.
*Minimized staff turnover through appropriate selection, orientation, training, staff education and development.
*Organized and led weekly personnel meetings with 19 team members.
*Reviewed and approved time cards for processing by payroll department
*Created annual goals, objectives and budget and made recommendations to reduce costs.
*Assisted in the design and execution of programs that contributed to a 13% growth of the organization in the 2016 fiscal year.
*Expertly planned, coordinated, organized and directed all operations of the center.
*Actively maintained up-to-date knowledge of applicable state and Federal laws and regulations including Medicare and Medicaid guidelines.
*Provided thorough supervision for day-to-day operations of facility in accordance with set policies and guidelines.
*Closely monitored competitor activity, legislative and regulatory initiatives and agency concerns and contracts and developed strategies to respond.
*Trained patients on how to properly operate their medical equipment.
*Recorded patient histories and filed supporting clinical data and diagnosis.
*Created and maintained positive relationships with Healthcare referral source for each patient and Healthcare facility.
*Worked under strict deadlines and responded to service requests and emergency call-outs.
*Interacted with referral sources and local hospital case manager to follow-up on discharged patient statuses.
*Promptly responded to general inquiries from members, staff, and clients via mail, e-mail and fax.
*Recorded and filed patient data and medical records.
*Demonstrated analytical and problem-solving ability by addressing barriers to receiving and validating accurate patient information.
*Carefully reviewed medical records for accuracy and completion as required by insurance companies.
*Strictly followed all federal and state guidelines for release of information.
*Examined diagnosis codes for accuracy, completeness, specificity and appropriateness according to services prescribed.
*Acquired insurance authorizations for procedures and tests ordered by the attending physician.
07/2013 to 07/2014
Sales Representative
Lincare Albuquerque, NM
*Created strategies to develop and expand existing customer sales, which resulted in a 10% increase in monthly sales.
*Emphasized product features based on analysis of customers' needs.
*Handled the highest volume account in assigned territory.
*Collaborated with colleagues to exchange marketing strategies and marketing information.
*Taught potential referral sources about products through in-services and other special events.
*Acted as a customer liaison between the local office to hospital case managers and physician offices.
*Responded to all customer inquiries in a timely manner.
*Collaborated with members of other departments to complete new patient accounts.
*Used networking opportunities to create successful, on-going business relationships.
*Scheduled and attended at least 70 appointments per week. 12/2007 to 07/2013
Senior Customer Service Representative
Lincare Albuquerque, NM
*Created new processes and systems for increasing patient's overall well-being
*Developed highly empathetic client relationships and earned reputation for exceeding patient care.
*Cross-trained and provided back-up for other customer service representatives when needed.
*Managed quality communication, customer support and product representation for each patient and Healthcare facility.
*Worked under strict deadlines and responded to service requests and emergency call-outs.
*Interacted with referral sources and local hospital case manager to follow-up on discharged patient statuses.
*Promptly responded to general inquiries from members, staff, and clients via mail, e-mail and fax.
*Recorded and filed patient data and medical records.
*Demonstrated analytical and problem-solving ability by addressing barriers to receiving and validating accurate patient information.
*Carefully reviewed medical records for accuracy and completion as required by insurance companies.
*Strictly followed all federal and state guidelines for release of information.
*Examined diagnosis codes for accuracy, completeness, specificity and appropriateness according to services prescribed.
*Acquired insurance authorizations for procedures and tests ordered by the attending physician.
DEGREES AND CERTIFICATES
2022 NBRC RRT Licensure
2019-2022 Associate degree in Respiratory Therapy
PIMA-Albuquerque, NM
3.0 GPA
Currently enrolled
Graduation date of January 25, 2022
2020-2022 Clinical Rotation Sites-720 Hours
Kindred LTAC AMG LTAC Lovelace Downtown
Lovelace Women’s Presbyterian Downtown UNMH
Cardiology Clinics Omni Sleep Cancer Center of NM
Grants Hospital Espanola Hospital Santa Fe Hospital PFT Labs
2013 Associate of Applied Science: Social Work Children, Youth & Family CNM Albuquerque, NM
*3.7 GPA upon graduation
*Degree emphasis on Social Work and Sociology
1999 Certificate of completion: Medical Assistant
Franklin Medical College Albuquerque, NM
*4.2 GPA upon graduation
2021 ACLS, BLS & CPR Certifie
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