Customer Service Account Manager

Valinda Gordon

**** ****** *** * *** **

Lacey, Wa 98516 360-***-**** *******@*****.***

Objective

Looking for a CNA position where I may apply my skills, abilities, and positive nature toward the success of a reputable business.

Highlights

Accomplished account manager with 20+ years of experience establishing and maintaining successful working relationships with customers, medical providers, contractors, and vendors.

Quality and systems specialist with the ability to analyze operations, pinpoint areas for improvement, redesign, and implement plans that reduce costs and generate profitable results.

Excellent relationship builder with success in forming strong sustainable relationships and securing consensus among cross-functional team members for key initiatives. Effective communicator and leader.

Monitored budget and operations, and implemented modifications to facilitate improved productivity levels.

Managed multiple offices for medical providers ensuring high quality and customer satisfaction.

Experienced personal caregiver with attention personal hygiene, medical needs, and personal finances.

Customer Service, Business Operations, and Marketing Skills

Customer Account Development and Retention

Quality and Assurance Oversight

Payroll Experience

Insurance Billing

Excellent Customer Service and Interpersonal Skills

Human Resource Management

Accounts Payable and Receivable

Multi-Office Management

Performance Management

Purchasing and Inventory Management

Proficient with Microsoft Office Products: Word, Excel, PowerPoint, Outlook

Professional Experience

CERTIFIED NURSE ASSISTANT 2001 - PRESENT

Westwood Manor, Evergreen Nursing and Rehabilitation, and Patriot’s Landing

Performs the following duties in care of patients in hospital, nursing home, or other medical facility, under direction of nursing and medical staff: Answers signal lights, bells, or intercom system to determine patients' needs. Bathes, dresses, and undresses patients. Serves and collects food trays and feeds patients requiring help. Transports patients, using wheelchair or wheeled cart, or assists patients to walk. Drapes patients for examinations and treatments, and remains with patients. Turns and repositions bedfast patients, alone or with assistance, to prevent bedsores. Changes bed linens, runs errands, directs visitors, and answers telephone. Takes and records temperature, blood pressure, pulse and respiration rates, and food and fluid intake and output, as directed. Dusts and cleans patients' rooms. May be assigned to specific area of hospital, nursing home, or medical facility. May assist nursing staff in care of geriatric patients.

LICENSED MASSAGE THERAPIST 1994 TO PRESENT

Self-Employed

Massages customers and administers body conditioning treatments for hygienic or remedial purposes: Applies lubricants, or other rubbing compounds. Massages body, using such techniques as kneading, rubbing, and stroking flesh, to stimulate blood circulation, relax contracted muscles, facilitate elimination of waste matter, or to relieve other conditions, using hands or vibrating equipment. Administers steam or dry heat, or water treatments on request of customer or instructions of physician. May give directions to clients in activities, such as reducing or remedial exercises. May examine client and recommend body conditioning activities or treatments. Performs deep tissue massage. Compiles data and types medical records, invoices and bills: Reads computer files/records treatment orders. Reviews case file for information pertaining to diagnoses, insurance coding, and billing requirements. Enters information into computer and computes amounts due. Types invoices, and prepares mailings for insurance payment to include the Department of Labor and Industries, PIP (automobile accidents), and private pay clients.

UNIT CLERK/RECEPTIONIST 2009 - 2011

Behavioral Health Resources

Interviews incoming patient or representative to obtain and record name, address, age, religion, persons to notify in case of emergency, attending physician, and individual or insurance company responsible for payment of bill, and enters information required for admission into computer. Interviews patient or representative. Enters patient information into computer and routes electronic notification to designated department. Obtains signed statements from patient regarding Consent to Release Information, Disclosure Statements, etc. May compile data for reporting and documentation records.

OPERATIONS/OFFICE MANAGER 1978 - 1993

Northwest Medical Associates, Khoi Nguyen, M.D., SAIC, Dental Care Centers of Hawaii

Directs administration of medical clinic within authority of governing board: Administers fiscal operations, such as budget planning, accounts payable and receivable, and insurance oversight for health care services. Directs hiring and training of personnel. Negotiates for improvement of and additions to office spaces and equipment. Directs and coordinates activities of medical, nursing, and administrative staffs and services. Develops policies and procedures for various establishment activities. May represent establishment at community meetings. May develop or expand programs or services for preventive medicine, medical and vocational rehabilitation, and community health and welfare promotion. Ensures client needs are met with the highest level of customer satisfaction. Coordinate services with outside providers.

DENTAL ASSISTANT 1976-1977

Victor G. Romley, Dental Care Centers of Hawaii

Assists dentist during examination and treatment of patients: Prepares patient, sterilizes and disinfects instruments, sets up instrument trays, prepares materials, and assists dentist during dental procedures. Takes and records medical and dental histories and vital signs of patient. Exposes dental diagnostic x rays. Makes preliminary impressions for study casts and occlusal registrations for mounting study casts. Pours, trims, and polishes study casts, fabricates custom impression trays from preliminary impressions, cleans and polishes removable appliances, and fabricates temporary restorations. Assists dentist with medical and dental emergencies. Instructs patients in oral hygiene and plaque control programs. Provides postoperative instructions prescribed by dentist. Records treatment information in patient records. Schedules appointments, prepares bills and receives payment for dental services, completes insurance forms, and maintains clerical records, manually or using computer. May clean teeth, using dental instruments, and apply protective fluoride to teeth.

Education

NUTRITIONAL THERAPY ASSOCIATES — Olympia, WA Coursework: Nutritional Supplements

SEATTLE SCHOOL OF MASSAGE — Seattle, WA Licensure: Massage Therapist

BRYMAN - Sacramento, CA Licensure: Medical Assistant/CNA

BAY CITY DENTAL ASSISTING COLLEGE — Sacramento, CA Licensure: Dental Hygienist

AMERICAN RIVER COLLEGE — Sacramento, CA General Studies

References

Available upon request.

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