VIVECA HOOD

313-***-**** • adwaj8@r.postjobfree.com

Professional Summary

Knowledgeable and dedicated customer service and medical professional with 15+ years of experience. Solid team player with outgoing, positive demeanor and proven skills in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Specialize in quality, scheduling, and process optimization. Proven expertise in providing excellent customer service in busy environments. Ability to adapt to customers' needs and match them with the right solutions.

Skills

Organizational Skills

Shipping and Receiving

Patient Scheduling

Inbound and Outbound Calling

Communication (Verbal & Written)

Microsoft Office Suite

Customer Service & Relations

HIPAA & Confidentiality

Scheduling Coordination

Quality Assurance

Creative Problem Solving

Critical Thinking

Work History

AMAZON Shipping & Receiving Specialist 11/2019 to 06/2020

Orchestrated routing by producing accurate shipping documentation and package labels

Communicated with over 50 vendor representatives to resolve damaged shipments and item shortages resulting in a high-level customer experience rating

Investigated and adopted optimal shipping and receiving strategies by selecting best carriers while maintaining established safety protocols

Monitored scheduled shipment dates to achieve timely delivery and sourcing with 100% accuracy month over month

SUNRISE ASSISTED LIVING Lead Patient Service Representative 08/2015 to 07/2019

Provided counsel to patients, remedied issues quickly and effectively through active listening, conflict resolution and dynamic communication skills resulting in 100% customer satisfaction

Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork within the member services group

Consistently provided prompt customer support to internal and external customers while handling on average, 50 incoming calls per day while achieving 99% customer satisfaction rating

Used computerized data management systems to organize immense datasets and coordinate care details for large patient bases with stakeholders and management

Efficiently and quickly triaged incoming calls, reducing the average hold time by 1 minute

Successfully audited and completed a full review of all patients and families within facilities

Critical Care Nursing Assistant & Scheduler

Successfully handled 150 incoming calls per day addressing customer concerns for ICU patients

Exceeded efficiency goal of 98% month over month through effective task prioritization

Engaged in housekeeping tasks by replacing linens and cleaning and sanitizing patient rooms

Helped patients effectively manage routine bathing, grooming and other hygiene needs while educating family members on patient conditions with compassion

Maximized patient satisfaction by coaching and mentoring individuals to solve members issue

Managed patient call flow, supported patient comfort and safety in accordance with health regulations

HENRY FORD HEALTH SYSTEM 04/2015 to 07/2019

Elite Medical & Patient Technician

Explained treatment procedures, medications and diets to inform patient and family of progress

Ensured that residents rights to fair and equitable treatment, self-determination, individuality, privacy, property, and civil rights, including the right to file a complaint are upheld.

Reviewed patient progress to document effects of any prescribed medication

Obtained biological specimens for ordered tests and prepared for laboratory transport

Unpacked, sorted, counted and labeled all incoming medications to keep optimum inventory levels.

Health Unit Scheduling Representative

Spearheaded the processing of patient scheduling, office visits, admissions, transfers and discharges

Conducted in-person greeting, welcome and orientation for newly admitted and transferred patients

Provided care for 4 -patient unit, coordinating day-to-day hygiene, feeding and quality of life functions resulting in 98.5% customer satisfaction rating

Aided and assisted with customer relations issues within the unit ensuring 100% first time resolution while receiving on average, 100 calls per day

Maintained security and confidentiality of all protected health information in accordance with HIPAA

Education

Aress Academy - Southfield, Mi

CNA/EKG/Phlebotomy Certification

High School Diploma

Garden City High School - Garden City, MI

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