Customer Service Team Lead

ATOYRIA STRICKLAND

Member Care Specialist

*********@*****.*** • 404-***-****

www.linkedIn.com/in/atoyria-strickland-4765a663 • Locust Grove, GA

PROFILE

Meticulous professional with expertise providing quality patient care and administrative services. Proven track record of success in streamlining operations, developing protocols, and improving patient outcomes. Strong commitment to exemplary customer service and maximizing patient safety and satisfaction.

AREAS OF EXPERTISE

Conflict Resolution

Account Management

Contract and Negotiation

Customer Service

MS Office

Cultural Awareness

First Aid/CPR

Inventory Management

Mentoring & Leadership

HER Electronic Health Record

Inbound/outbound calls

Scheduling Appointments

EDUCATION

Business Administration in Healthcare, (Ongoing)

Strayer University, Honor Student, GPA 4.0

High School Diploma, 2006

Griffin High School, Griffin, GA

PROFESSIONAL EXPERIENCE

Team Lead Medical Assistant, July 2022 to Jan 2023

Viral Solutions, Atlanta, GA

Manage stock levels and place orders for replenishment in an effort to reduce product outages. Compiled patient medical histories for official records. Create daily shift, rotation, and training schedules as needed without affecting call outs, agent vacation requests, or paid time off requests to best serve the company.

Gained a leadership position/promoted to team lead in a span of 2 months.

Laboratory Collector Team Lead, Oct 2020 to July 2022

One Health Labs, Atlanta, GA

Maintained a professional, risk-free environment for patients and staff while providing field coverage and guaranteeing accurate, timely specimen collections that adhere to all regulations. Assigned priorities for collecting mid-nasal samples, performing qualitative RT-PCR multiplex amplification analysis for SARS-CoV-2 detection, and reporting results and deviations to supervisor. Monitored and troubleshooted liquid handlers, following an RNA extraction SOP, and performing qPCR and PCR analyses. Collaborated with a varied workforce in a fast-paced, dynamic workplace, including assisting all senior Laboratory employees and leadership with additional duties as needed. Maintained OSHA and CLIA compliance while moving specimens, supplies, equipment, and materials. Managed HIPAA, internal, and other regulatory standards by updating patient test results in SharePoint's Laboratory Information Management System.

Reduced staff and human exposure, prepared, and processed Biohazardous specimens and maintained stringent aseptic fields.

Received a promotion to team lead after only three months on the job.

Healthcare Representative, Aug 2020 to Oct 2020

Change Healthcare, Atlanta, GA

Evaluated, directed, and followed up on patient concerns and enquiries. Provided medical and administrative information to patients. Discussed care issues with patients or representatives. Provided patient training on how to operate medical devices for use at home.

Managed multiple responsibilities while being versatile and flexible.

PROFESSIONAL EXPERIENCE, CONTINUED

Physical Therapist Assistant/PACS Administrator, Nov 2013 to Jul 2020(Remote)

Concentra, Atlanta, GA

Informed carers and family members of patient therapeutic activities and treatment plans. Documented equipment uses and treatment. Recorded observations and updates on the patient's condition. Educated patients on proper body mechanics and water exercise to increase functional mobility. Processed film and computer-generated radiographs. Managed digital image archiving communications systems. Identified patients' x-ray needs by reviewing physician orders.

Successfully retained clients due to dedication and hard work.

Additional Experience

Benefits Verification Specialist, Hughston Clinic

Patient Account Specialist, DaVita Dialysis

CNA/Lab Tech, Spalding Regional Hospital

CERTIFICATIONS

Certification in Phlebotomy, Southern Crescent Technical College, Mar 2008

CPR/AED Certification

Basic Life Support Certification

Certified Nursing Assistant, 2005 - Present

AWARDS & ACHIEVEMENTS

Received an award for exemplary customer service at One Health Labs.

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