KIERRA WILDEN

Easton, PA 484-***-**** adzczy@r.postjobfree.com

CUSTOMER SERVICE SPECIALIST

Self-motivated and resilient healthcare-oriented customer success professional with demonstrated ability to work with team members, internal stakeholders, and medical providers to address the client’s physical, emotional, and cultural needs and help them access appropriate resources to meet these needs. Possesses a unique combination of skills that include critical thinking, technological proficiencies, empathy, listening, and strong verbal and written communication skills to break down complex situations and communicate them in easily understandable terms. Available and willing to perform in remote, hybrid, and in-person work settings. CORE STRENGTHS

Client Relations Organizational Skills Data Entry Patient Service Customer Experience Management HIPAA and Confidentiality Strategic Planning Project Management Product Knowledge Problem-Solving & Flexibility Time Management PROFESSIONAL EXPERIENCE

BAYADA NURSES Allentown, PA 02/2022 – Present

LICENSED PRACTICAL NURSE (LPN)

Review physical needs, monitor patients’ physical and mental conditions, and administer medication per physician orders. Recorded medical history, vital statistics, and test results in a computerized electronic medical records system. Provide symptom management and patient education in a clinical setting for patients and their families.

PATIENT TRIAGE: Monitored patient’s respiration activity, blood pressure, and blood glucose levels to assess patient medical needs.

QUALITY ASSURANCE: Communicate and verify all new physician orders with the Clinical Nurse Manager or Administrator before implementation. MAXIM HEALTHCARE Allentown, PA 07/2020 – 09/2022 LICENSED PRACTICAL NURSE

Provided direct quality care to patients including monitoring vital changes in patient conditions and assisting patients with activities of daily living. Administered scheduled medications as prescribed by medical providers.

PATIENT CARE: Provided direct patient care to approximately 30 residents per shift, distributing medications and treatments and performing daily assessments.

TREATMENT PLANNING: Followed rehabilitation and treatment care plans in collaboration with the multidisciplinary team to ensure optimal outcomes.

COGNIZANT TECHNOLOGY SERVICES Jessup, PA 01/2017 – 09/2020 CUSTOMER SERVICE REPRESENTATIVE

Functioned as the client’s primary point of contact with Cognizant technology services. Managed incoming calls and customer service inquiries, generating sales leads that developed into new customers. Identified and assessed customer needs to achieve satisfaction.

CUSTOMER EXPERIENCE MANAGEMENT: Utilized strong understanding of insurance industry electronic claims and medical office knowledge to ensure outstanding customer experiences through various channels such as calls, chats, and emails.

DATA ENTRY: Performed data entry duties including the input of customer information into computer system profiles. QUAKERTOWN MANOR Quakertown, PA 03/2014 – 08/2017 RECEPTIONIST

Functioned as primary liaison to guests to ensure a consistently positive customer service experience. Performed administrative tasks including data entry, scheduling, and file organization in support of team member productivity.

OFFICE MANAGEMENT: Keep medical office supplies adequately stocked by anticipating inventory needs, placing orders, and monitoring office equipment

CUSTOMER SERVICE: Built effective working relationships with clients when answering and relaying calls to the correct parties to best respond to their inquiries.

EDUCATION

Licensed Practical Nurse – Falcon Institute of Health and Science Bethlehem, PA 2020 Customer

Service

Patient

Advocacy

Care Planning

Quality

Assurance