Customer Service Medical Center

KaShundra Mannery

*** **. ******* ***** (C): 615-***-****

**************@*****.***

Citizenship: United States Veterans’ Preference: No OBJECTIVE: Seeking a full-time position within the medical facility where I can utilize my academic, clerical, administrative, food service, and customer service skills to attract and retain a high performing and diverse workforce in which employees’ differences are respected and valued to better meet the varying needs of the diverse customers we serve.

EMPLOYMENT HISTORY

VA Medical Center 1500 E. Woodrow Wilson Drive Jackson, MS 39216

(GS-05)C0MMUNITY CARE 05/24-11/24

● Viewing,scheduling, and canceling appointments

● Providing excellent customer service

● Receiving calls to resolve questions regarding veteran community care case.

● Providing quick and rapid responses while updating veterans chart .

● redirecting veterans to correct departments if not for community care .

● Mailing veterans eligibility letters,and appointment letters.

● scanning in documents and records

● the ability to work CPRS,,HSRM, and CRM

● Providing information in response to inquiries on healthcare issues .

(GS-04) Information Receptionist/Telephone Operator 09/2014 – Present Hours per week: 40 Hrs per wk (Full-time)

● Provide excellent customer service.

● Receive calls, greet visitors, and directs them to staff members contacts needing their attention or action. Uses various computer software, including Microsoft Office Suite, to produce a variety of documents.

● Provides information in person or on the telephone in response to inquiries.

● Receives calls into the medical center from persons who do not know the medical facility organization nor person with whom they need to speak.

● Routes calls to appropriate office, staff officer, health care provider, nurse or other employees.

● Provides quick and rapid response to inquiries based on medical center performance standards.

● Provides information through the telephone in response to inquiries on healthcare issues, appointment availability, provider availability, medical test results that are normal and/or re-directed to the appropriate office.

● Notifies healthcare providers to pick-up telephone messages held by the receptionist.

● Maintain the medical facilities’ telephone directories, building floor plans, organization pamphlets, and similar guides, directories of other government agencies that interface or otherwise work with the medical facility.

● Maintain the Primary Care Clinic Call Center reception areas, local commercial transportation schedules, housing registers, and miscellaneous bulletin board items.

● Ensures the reception area is stocked with the most current edition of booklets, pamphlets, and brochures as required.

● Use office automation equipment such as computers, modems, printers, copiers, and fax machines and other software as required.

● Trained on scheduling patient for clinic appointment.

● Compose routine request, memoranda, transmittal and acknowledgement letters when required.

● Sore and retrieve documents or files.

● Activate printer, insert and delete test, transmit and receive electronic mail, use telephone equipped with voice mail.

● Respond to routine and non-technical requests for information.

● Perform other clerical duties which are in conjunction with the reception functions.

● Supports patient safety standards using the correct Veterans Affairs identification of all patients using two forms of identification, the Veteran’s name and full Social Security Number (SSN).

● Use each interaction with the to validate and update patient insurance and demographic information, either in person during check-in or over the phone, to decrease the incidence of returned mail due to incorrect addresses and inability to contact patient by phone due to incorrect number.

● Screen/receive internal and external phone calls in a courteous and timely manner, determine the nature of requests and provide the information desired using privacy rules and established clinic processes.

● Assist Veterans with finding their appointments accurately and in a timely manner. Most times I will walk the patients to their respective appointments when they are having trouble trying to locate the area(s) either in person or by phone. This requires a high level of coordination to avoid patients having to become lost and late to their appointments at medical center or clinic.

● Coordinate administrative service for Veterans, family members, care givers, the general public, administrative and clinical staff to ensure continuity of inpatient and outpatient care.

● Other duties as assigned

Veterans Canteen Service (VCS) 1500 E. Woodrow Wilson Drive Jackson, MS 39216 Food Service Worker/Cashier 11/2013 – 09/2014

Hours per week: 40 Hrs per wk (Full-Time)

● Provide excellent customer service

● Operate point-of-sales terminal

● General duties as Food Service Worker

● Prepare food, operate salad bar

● Stock and replenish food

● Assemble plates, trays, cafeteria line

● Maintain overall cleanliness on serving line

● Reconcile receipts

● Inventory control

● Other duties as assigned

CAREER PROFILE

● Motivated individual with demonstrated proficiency in customer service, explores opportunities to elevate customer loyalty. Known for honesty, integrity and a genuine passion for achieving goals for self and others.

● Professional experienced in any capacity assigned, including management. Experience includes increasing sales, improving team performance, activities of personnel supervision and management, ensuring compliance with policies and established practices, interpreting regulations, developing excellent customer rapport, resolving problems, and project management activities.

● Seeking a position in the medical field or an administration service which offers opportunities for professional growth and development.

● As a member of the Stewardship Ministry and an administrative assistant at my church, (Berean Seventh Day Adventist), I have worked alongside personnel staff and provided clerical and administrative support. I have been tasked with taking church officers’ preliminary interviews, (for example, the young adult minister, Sabbath School teachers, Fundraising staff, etc.), also checking references, updating church members’ records, and preparing memorandums and church documentation. Most important skill-sets that I pride myself on are my interpersonal customer service and communication skills, my computer literacy, expertise, and multitasking. I am also responsible for planning and implementing portions of the overall youth ministry of the church under the direction of Christian educator for youth. I am responsible for recruiting, training, equipping and development for leaders and volunteers working in the ministry.

● As an information reception, at G.V.(Sonny)Montgomery VA Medical Center. I have thorough knowledge of the Veterans Affairs guidelines, policies, and regulations. I have knowledge and experience in assisting the facility with Joint Commission visits. I am responsible for providing our Veterans with the utmost respect by making sure their records and information within the facility and outside facility is kept private and confidential. EDUCATION

Hinds Community College Raymond, MS

08/20013 – 11/2013

Major: Nursing

Callaway High School Jackson, MS

General Courses

High School diploma 05/2023

REFERENCES AVAILABLE UPON REQUEST

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