Call Center Data Entry
Resume:
Deiandrea Coakley
Houston, TX *****
adupgi@r.postjobfree.com
Organized and responsible with years of experience in a multitude of areas of Customer care (medical and call center) including Assisted Living, LTC, Mental Health, Disability and Special needs, Home Healthcare, Activities coordinating, Covid Testing, Alcohol and drugs rehabilitation, Hospice care, Call Center, Sales and Technical Support. Educated and energetic professional with the ability to learn quickly and multi-task in various environments including high pressure situations. Excellent communication skills, seeking a challenging position where I can utilize my current skills and abilities, with the opportunity for professional growth.
Work Experience
Community Liaison
AccentCare - Houston, TX
December 2022 to Present
• Under the guidance of a physician, develop plans of care and utilize nursing theories, skills, and techniques to provide quality care to your clients on a daily basis while workflow for tasks related to physician orders. As well as daily processing of workflow tasks that result in generation of orders needing to be sent or re-sent to the physician for signature, Organize orders and send or deliver to each physician using his/her preferred method for receiving orders
• Coordinate with physician offices to identify changes in preferred delivery method and/or ways the process can be streamlined with physician office agreement.
• Track outstanding orders and complete follow-up tasks per the established process, including escalation as needed.
• Complete the orders management process for signed orders by receiving the orders, processing them as received into the EMR, and facilitating attachment based on order type.
• Communicate receipt of orders to other stakeholders based on the circumstances of each patient case
• Identify opportunities for building rapport with customers and customer staff Able to manage time sufficiently to complete daily tasks as expected and ensure timely follow up for orders at designated time points and other times as needed
COVID-19 Screener & Technician
Ambulnz - Galveston, TX
December 2021 to Present
• Receives and greets patients, visitors, and employees professionally and courteously, handling general inquiries as appropriate
• Using the provided test kits, and a basic health screening questionnaire to each employee, patient, visitor, and vendor as they enter the facility
• Take covid specimens along with vital signs
• Data entry of test orders, pickup and delivery of processed specimens to the laboratory
• Process specimens
• Prepare laboratory specimens for various analysis and testing
• Identifies problems and in some cases, may resolve issues with specimen types such as missing information etc.
• Understands the relationship between tests ordered and specimen received COVID-19 Screener (Clinical Assistant)
COVID Clinic - Houston, TX
January 2022 to February 2022
• Check in and register patients in a drive up setting or on site
• Swab patients for Covid19 based on applicable state law
• Run test results for Covid19 Testing using testing machines
• Stand outside and direct traffic in order to keep check in process organized
• Answer patient questions regarding process, test types, or other concerns
• Help other staff with additional tasks as required
• Instruct patients to self swab for Covid19 tests if unable to directly swab based on state law
• Comply with all safety policies and procedures in the work area, including the use of protective equipment when necessary to prevent exposure to potentially infectious agents
• Setting up and preparing the mobile vaccine and testing operation
• Participate in training continuing education programs to keep up to date with all current medical procedures and guidelines
• Record and report testing via Google Suite and other computer software
• Help assist with vaccinations if the site/location provides this service
• Other duties as assigned
Platinum Account Specialist
AT&T - Houston, TX
November 2018 to February 2022
• Serves as the advocate for providers by demonstrating accountability and ownership to resolve issues
• Seek to understand and identify the needs of the provider, answering questions and resolving issues
• Research and dissect complex prior authorization and claim issues and take appropriate steps to resolve identified issues to avoid repeat calls, escalations, and provider dissatisfaction
• Collaborate effectively with multiple internal partners to ensure issues are resolved and thoroughly communicated to providers in a timely manner
• Strong multitasking to effectively and efficiently navigate systems
• Influence providers to utilize self-service digital tools assisting with navigation questions and selling the benefits of the tool including aiding in faster resolution
• De-escalated potential negative experiences for the company as well as customers
• Worked as a member of a team towards a common goal and creed
• Assist new hires with training in the values and systems of the company Technical Support & Customer Care Expert
T-Mobile - North Charleston, SC
August 2016 to October 2018
• Serves as the advocate for providers by demonstrating accountability and ownership to resolve issues
• Seek to understand and identify the needs of the provider, answering questions and resolving issues
• Research and dissect complex prior authorization and claim issues and take appropriate steps to resolve identified issues to avoid repeat calls, escalations, and provider dissatisfaction
• Collaborate effectively with multiple internal partners to ensure issues are resolved and thoroughly communicated to providers in a timely manner
• Strong multitasking to effectively and efficiently navigate systems
• Influence providers to utilize self-service digital tools assisting with navigation questions and selling the benefits of the tool including aiding in faster resolution
• De-escalated potential negative experiences for the company as well as customers
• Worked as a member of a team towards a common goal and creed
• Assist new hires with training in the values and systems of the company Human Service Assistant II / Activities Coordinator South Carolina Department of Disabilities and Special Needs - Ladson, SC February 2014 to August 2016
• Assisted with daily living activities within a facility
• Provide routine individualized care
• Perform groups activities with the clients to keep them active and aware of current events as well as promote healthy living in and out of the facility
• Maintain records of patient care, condition, progress, and problems
• Delivering behavioral health treatment services
• Providing a safe and therapeutic environment for daily treatment sessions
• Office administrative tasks such as managing leads, reporting statistical activity to key stakeholders, scheduling appointments, collecting copays, and handling all medical records in compliance with HIPAA CNA - Certified Nursing Assistant
Nightingale Nursing and Attendants - Charleston, SC January 2014 to July 2014
• Grooming and bathing patients with low mobility
• Preparing each patient room with necessary items like blankets, pillows, medical equipment and bathroom needs
• Helping patients eat and take medications
• Making sure they have regular meals and proper medication dosages
• Monitoring vitals and patient behavior and reporting them to the nursing and medical staff
• Assisting patients with mobility needs, transferring them from wheelchair to bed
• Turning or adjusting patients in bed to prevent bedsores or other discomfort
• Exercising patients by helping them walk
Lead Med Tech / Activities coordinator / Supervisor CYPRESS HOUSE - Summerville, SC
February 2013 to February 2014
• Perform light housekeeping duties,
• Assist with meal preparation as well as administer personal care, schedule appointments, administer medicine routinely
• Train PSAs and other med techs as needed,
• Supervise facility to ensure residents safety and ensure adequate care is being given to residents.
• Provide routine individualized healthcare and maintenance of health records.
• Assist with planning group activities and outings for the residents. Mental Health Specialist / Activities Coordinator
South Carolina Department of Mental Health & Morris Village Alcohol and Drug Addiction Treatment Center - Columbia, SC
August 2011 to November 2012
• Assist with daily living activities within a facility.
• Provide routine individualized care; perform groups and activities with the clients to keep them active, aware of current events and to promote healthy living in and out of the facility.
• Delivering behavioral health treatment and services
• Providing a safe and therapeutic environment for daily treatment sessions
• Office administrative tasks such as managing leads, reporting statistical activity to key stakeholders, scheduling appointments, collecting copays, and handling all medical records in compliance with HIPAA Awards
Awards Received at T-Mobile
November 2017
1. Top Technical Representative November 2017
2. Top Technical Representative January 2018
3. Top Technical Representative February 2018
4. Top Technical Representative July 2018
5. Q1 DIRECTORS CUT Top Technical Representative August 2018 6. NCSQ Call Quality October 2017
I was awarded a perfect score from National Call Quality for a call pulled where I demonstrated and excelled in all steps on the call.
Certifications and Licenses
Certified Phlebotomy Technician (CPT)
September 2021 to Present
Certified Nursing Assistant (CNA)
November 2021 to Present
Completed the Nursing Assistant course
CNA
October 2011
CPR Certification
BLS Certification
Additional Information
Red Hat Support for Global Care Vertis North Site in Manila Philippines May 2018 - June 2018 (I was given the opportunity to travel to the Philippines to help launch a new call center)
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